The Chatwal, New York

Terrible experience. Picked the Chatwal because it was across the street from the Hudson Theatre. We arrived at the hotel at 5 pm to check in and was told the room wasn't available. The front desk explained it wasn't their fault, the American Express Fine Hotels + Resorts deal they were in guaranteed late checkouts and house keeping was thus running behind. The idea that they would say, unprompted, that it was American Express's fault, before we had even thought of complaining should have been the first warning. However we didn't want any trouble and agreed to sit in the lobby and wait. We could see others were waiting for rooms as well. After waiting for 30 minutes my wife asked the front desk again and was told the same thing. After another 25 minutes I went up and asked and was told the same thing. At this point it was 6:00 pm, we have been in the lobby for an hour and I lost my temper. The Hotel Manager came out to speak to me. Basically reiterated it wasn't their fault (whose fault was it?) and that they would check on how long it would take. He was not kind or understanding. If anything he was dismissive and condescending. Suffice to say it was awful and we won't be back. Not that I think that manager cares. Look, the location was amazing, the porters and valets were great. The Lamb's Club made us wait 20 minutes to be seated for our 6:30 pm reservation. The food wasn't exceptional that night and we had to rush to make our play across the street due to the late seating. Given our awful check in I wasn't phased by any of that. It was what I had come to expect. It is what it is. A stressed out front desk could only think of themselves when they were overwhelmed by late checkouts, I get it. That's not their fault. However the way they handled it was. Be aware, if it happened to us it can happen to you. When management is like this it doesn't take long for it to trickle down to everything else.

We recently stayed at The Chatwal and had a wonderful experience from start to finish. Two members of staff really stood out. The doorman (I didn’t catch his name — he had a beard and was usually at the entrance during the day) was exceptional — warm, welcoming, and genuinely attentive every time we came or went. He’s exactly the kind of person who makes a five-star hotel feel personal. A lady working in the restaurant at breakfast was also lovely — friendly, professional, and made mornings feel relaxed and unhurried. We booked through Amex Fine Hotels & Resorts and received an upgrade, which was very much appreciated, but honestly the stay would have been excellent even without it. The room was beautifully quiet and comfortable, with thoughtful touches and excellent housekeeping. We had been slightly hesitant because the hotel is so close to Times Square — we’re not particularly touristy — but The Chatwal feels like a calm little world of its own once you step inside. It’s elegant, intimate, and far more peaceful than we expected. This really was a flawless stay. If you’re looking for five-star service and old-school New York charm in a small, calm hotel, this is the perfect choice.

We just returned from a stay at the Chatwal and really loved it. I brought my daughter to New York to celebrate her birthday and it was lovely; the staff was so attentive and we had a wonderful time. Vanessa, the manager whom we interacted with while we were there, was absolutely lovely and went above and beyond to make our trip so special. The housekeeping manager was also so lovely and amazing and made my daughter feel so special and celebrated. The front desk staff and bell staff were also so helpful, attentive and kind. We truly could not have asked for a better experience and I'm so grateful that my daughter has these amazing memories of her special birthday in New York! Thank you!!!! We had junior suite and the room was very spacious and comfortable. After a long day of walking we went to the pool and the hot tub; my daughter loved it. We had room service two nights (we were so exhausted from our big days!) and it was delicious and the staff was very attentive. It was also surprisingly reasonably priced; after a show one night we were hungry and we ordered two burgers at 11 pm and it was actually cheaper than when we had lunch that day at a cafe. The location of the hotel feels central and makes the City easy to navigate; we were able to easily walk to many attractions and the subway was close by in several directions. In the evenings, my daughter and I saw two shows; Harry Potter (which is a 4 minute walk away) and then Wicked (which is about a 10 minute walk away). Our room also overlooked the theater across the street where Keanu Reeves is currently in Waiting for Godot and we saw him leaving the theater both nights, which was fun (my daughter especially liked that part!). I will say that the hotel is one block down from where the ball drops on NYE; so you are really close to Times Square, which can be a positive or a negative depending on your preference. I personally don't care for Times Square, so we tried to skirt around it as much as possible and there was one night (Saturday) where it was pretty loud for a bit, but then it quieted down and on the whole it felt like a mostly quiet and restful experience to stay there. It was nice after a day of sightseeing and sensory overload to come back to room for a few hours to rest and recharge; we'd have snacks and tea from the little mini bar and we went to the pool/hot tub, as I mentioned, one day before our show. So it felt like a little sanctuary! I'd definitely recommend it and thank you to Vanessa and the staff! We hope to stay again with our entire family soon.

In town to see Hamilton. The Chatwal was a nice, boutique hotel just off Times Square. The room was massive, especially for NYC, and everything was comfortable and clean. We had a great time and would highly recommend this hotel.

Excellent art deco hidden gem in midtown NYC. Great access to Times Square, restaurants and theaters. Great friendly service.