Crowne Plaza Times Square in New York City, NY

This hotel is a disaster. Wifi — which is critical amenity — was spotty and so slow it resembled the old dial up in the infant days of internet connections. Bathroom toilet seat was loose. There was residue (blue toothpaste?) smeared on the shower curtain. The wall dispenser for soap/conditioner/shampoo had fallen from the wall and into the bathtub. The room's refrigerator did not work. I will never stay in a Hyatt property again.

Charged $500 smoking fee and we don't smoke. Accounting department will not call me back to fix charge. We were also charged for breakfast and we were supposed to have it for free. Again....accounting department will not call me back.

I chose the Hyatt Regency Times Square expecting the high level of professional service I have experienced at this location in the past. Instead, my family was met with an environment of targeted hostility, religious profiling, and predatory financial conduct. Upon arrival, I was singled out for a "security" protocol that staff explicitly admitted does not exist as an official property policy. After observing my religious attire (hijab), an agent seized my government identification and removed it to a restricted area for over 35 minutes across two instances. During this window of time, I personally witnessed multiple non-Muslim guests processed at the counter without their documents ever leaving their sight. While in unmonitored possession of my identification and credit card, the hotel executed two unauthorized charges totaling $1,498.04 for reservations that were already fully prepaid via Priceline. When my husband and I presented physical proof of the original payments, the management issued a material misrepresentation, claiming the booking was "too old" to locate, despite it being confirmed only days prior. Rather than resolving the billing error, the manager mocked our distress and made disparaging comments regarding our "energy." The remainder of my stay was spent walking on eggshells. I felt completely unable to approach the front desk for assistance, as the environment was one of intimidation rather than hospitality. My sole priority became ensuring the safety of my children until we could safely check out and document these civil rights violations. I have initiated formal proceedings with the New York Attorney General and the NY Division of Human Rights. If you value your privacy and expect to be treated with basic human dignity, do not stay here.

No coffee maker, no kettle, no coffee and tea. Even no Qtips. Room was cold and can't adjust temperature much. Cold wind gets into room throught window frames. Shower faucet does not work properly, water is either too cold or too hot. My backpack front pocket got tampered in luggage storage room.

Our stay at the Hyatt New York was absolutely exceptional, and a huge part of that was thanks to Jose and the incredible team. From the moment we arrived, our family was treated with genuine warmth, care, and professionalism that truly stood out. Jose made us feel immediately welcome and went above and beyond to ensure every detail of our stay was taken care of. He was attentive, kind, and always willing to help, whether it was assisting with arrangements, answering questions, or simply checking in to make sure our family was comfortable. The entire staff reflected the same level of hospitality and made us feel valued throughout our stay. Traveling as a family can sometimes be stressful, but Jose and the Hyatt New York team made the experience seamless and enjoyable. It is clear they take pride in what they do and genuinely care about their guests. We would absolutely return and highly recommend this Hyatt to anyone visiting New York. Thank you to Jose and the entire team for treating our family so wonderfully.