The Chatwal, New York

Great location for theatre. Selected it because of location and part of Amex Fine Hotel program. Breakfast was great. Front desk wonderful. Room large. Bathroom was huge. And even though the hotel is in the midst of the Times Square area, it was quiet. A real refuge from the madness outside!

The Chatwal exceeds expectations as usual. The service is exceptional. The food is stellar. The rooms are comfortable and tastefully decorated. The bathrooms are fun and sparkly. This is my usual go to hotel in midtown.

Nice staff, Great Location for activities. For example -if you are going to Rise NY, Bryant Park, Summit One Vanderbilt. We walked everywhere we went, everything was close by.

Used the AMEX offer for a wonderful two night weekend stay celebrating a big birthday. Steps from the theater but wasn't noisy or chaotic. Very accommodating hotel staff made my weekend special with a festive cake in the room and opening the pool early for me (I'm a lap swimmer who wanted to try the endless pool option). Highly recommend!

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.