The Chatwal, New York

This is not my first time in New York City, but it is the first time I have felt completely scammed. Given that this is The Chatwal, part of the Hyatt’s portfolio, and considering the very high nightly rate, one would reasonably expect a hotel that lives up to its reputation and pricing. Unfortunately, it does not. The cleanliness of the rooms and carpets is noticeably poor. The makeshift piece of fabric attached to the headboard to conceal dirt, damage, or age is simply disgusting. The television is mounted on the side of the bed, making it extremely uncomfortable to watch. The furniture is chipped, worn, and peeling There are not enough electrical outlets, and the list of shortcomings goes on. In short, this was a huge disappointment and, quite frankly, feels like a complete rip-off. The property resembles a two-star hotel far more than the luxury experience it advertises. They should be ashamed of promoting and charging for something that falls so far below expectations. These maybe are the Perkins of belonging to hyatts fmembership

I spent five wonderful nights at The Chatwal and thoroughly enjoyed my stay. My room was on the second floor and included a small balcony—something I understand only a few rooms have. Every morning I enjoyed my tea there. The view wasn't dramatic, just a small patch of New York sky, but in Manhattan that felt like a rare luxury and became one of my favorite parts of the stay. The room had a charming vintage feel, while the bathroom was glamorous, sparkling, and very much in the spirit of Broadway. Service was impeccable throughout my visit. Housekeeping came twice daily, and every staff member seemed genuinely focused on making guests comfortable. My rate included breakfast, and while the menu wasn't extensive, the selections were thoughtfully chosen and just right. Complimentary coffee in the lobby each morning was another nice touch. For theater lovers, the location is hard to beat. I attended Broadway shows every day and was able to walk to nearly all of the theaters. I also dined at the hotel's restaurant and had an excellent experience. The Chatwal combines old New York charm, luxury, and outstanding service in a way that makes you feel genuinely cared for. I would happily stay here again.

I booked The Chatwal through American Express Travel specifically because of the Fine Hotels & Resorts perks and expected a luxury experience. Unfortunately, from the moment I walked in, the experience was disappointing. At check-in, the front desk associate (I believe her name was Yalana) immediately asked for my ID and credit card and stated that $725 was for the room and incidentals. I explained that I had already prepaid through Amex Travel, and only then was I told it would “be refunded in a few days.” There was no clear explanation, no apology, and no reassurance. I later noticed TWO additional $200 charges pending on my Amex card, bringing the total pending charges to over $1,100 despite already prepaying for the room. What made the situation worse was that I had to ask about my Amex Fine Hotels & Resorts benefits myself. No one explained the perks or acknowledged them during check-in, which defeats the purpose of booking through that program. One positive was a gentleman named Pierre, who kindly offered to hold our luggage and was professional throughout the interaction. Later, another employee, Denzel, attempted to make up for the situation by offering to comp food and drinks from room service and the minibar. While appreciated, there was still no real apology or explanation regarding the excessive charges. Unfortunately, the food experience was just as bad. Both meals we ordered were overwhelmingly salty — and I mean excessively salty to the point where it felt intentional. Two completely different dishes came out the same way, making the meals practically inedible. For a hotel that markets itself as luxury, the communication, customer service, and overall guest experience fell far below expectations. I left feeling frustrated, overcharged, and unheard rather than relaxed and valued as a guest.

I was incredibly impressed with our stay at The Chatwall. We were warmly welcomed and the staff upgraded our room to a spacious king suite. The room was very clean with many lovely amenities. I felt safe in the location in the city noise was minimal. I especially appreciated how close it was to the theaters at night but also felt centrally located, with easy access to Rockefeller, shopping and other city highlights.

The hotel is directly in the heart of the theatre district and is surrounded by theatres and restaurants. And yet, from the moment you walk in, the hotel is peaceful and secluded. We loved the location for spending the busy days and evenings seeing shows. And adored the hotel to come back to after all of the activity. The room was lovely and the best part was the so comfortable bed.