TripAdvisor Traveler Rating

Our stay at Hyatt Grand Central was riddled with issues—some of which may even border on code violations. We are a family of five (two adults, three children), and despite disclosing this when booking, we... were given a room with only one bed and no additional bedding or space to accommodate five people. Based on NYC fire and building code standards, rooms like this typically have a legal occupancy limit of four. The room’s size and setup suggest that we were placed in a room unsuitable—and potentially noncompliant—for our family’s size. This is a serious safety concern and not something a hotel of this caliber should overlook. It didn’t stop there. When we arrived, the room had no towels, no sheets, no blankets. Despite multiple requests, these weren’t delivered until 1:15 AM. That’s completely unacceptable when traveling with children. Customer service throughout our stay was dismissive and disorganized. At check-in, we stood just three feet from a front desk agent who ignored us for two full minutes while typing at their computer. Rather than greeting us, they looked up and asked, “Do you have a question?”—as though we were interrupting them. We were told we’d get a text notification when our room was ready. That never came. When we tried calling the front desk, we were hung up on multiple times. At checkout, we raised these concerns with the manager. He apologized and said he would refund the destination fee and credit 20,000 points to our Hyatt account. Neither of those things ever happened. Since then, I’ve called the hotel several times to follow up, only to be hung up on again by another manager who clearly had no interest in resolving the issue. This wasn’t a one-off slip—it was a complete breakdown in safety, service, and accountability. From placing us in a likely over-occupancy room, to failing to provide basics like towels or sheets, to ignoring our calls and complaints—Hyatt Grand Central simply doesn’t meet the standard expected of the brand. If you’re traveling with a family—or just value basic competence—stay elsewhere.

The hotel wasn't cheap but that was to be expected in Manhattan. All the staff were more than helpful and the location is great for tourists. I would happily stay here again and recommend it to others. Roo...m service would have been nice but the restaurant downstairs and the multitude of nearby eateries and takeaways meant we didn't really miss it.

They won’t honor your reservation, will charge thousands of dollars more as collateral and all of this with the rudest attitude possible (Jaime in front desk is by far the one of the worst person that we h...ad to deal with in all our trips). All the other staff of the hotel was very friendly and professional but the problems that this person (Jaime) created for us make us never again even consider Hyatt as an option to stay in our next trip.

The Hyatt is incredible! It's very well located! Only 10 minutes and you can arrive at Times Square! It's next to Grand Central, and has direct internal access to it! The rooms are good, and the clean too.... My family and I had a wonderful stay! Note: Our reservation gave us $15 per day to spend at their market, with no extra cost.

Hotel is tired, there is a $39.99 destination tax to which they add sales tax @8.875% AND NYC occupancy tax @ 5.875% which equates to $45.89 per room per night, they also add a market day tax of $1.06 whe...n you use the $15/day/room market allowance (credited against the destination tax etc). If you use the "credit" in the overpriced shop the daily tax per room is $31.95/day. The staff were in general helpful and the rooms were tired but clean and housekeeping was good. When you check in they take a $600 per room deposit against your credit card!! Location is ok, next to Grand Central station, but local dining options (where you can actually sit down) are not plentiful. I would say if the hotel is part of a package deal then its ok, not 4 star. If not its overpriced.