Thompson Central Park New York

Great location and friendly staff but hotel room (1201) was a 2-3 star experience.

We stayed at this property during a special trip to New York for my wife’s 50th birthday and unfortunately our very first Hyatt experience was extremely disappointing. We are longtime Marriott Lifetime Platinum members and had been encouraged for years by close friends, who are loyal Hyatt guests, to finally try Hyatt. Because our friends were staying here, we decided to book this property, which we understood to be one of Hyatt’s premier hotels. As first-time Hyatt guests, we did not even yet have a Hyatt rewards number and signed up for World of Hyatt during check-in. However, when we arrived at our room with the bellhop, we opened the door to find a room that had clearly just been occupied and had not been cleaned at all. The room was completely trashed and not remotely ready for guests. After traveling with our 4-year-old daughter and luggage, this was incredibly frustrating and embarrassing. We then had to return to the front desk and explain the situation. What made the experience worse was that the initial recovery effort was an offer of only a $25 food and beverage credit, which felt shockingly inadequate for the severity of the issue and the caliber of hotel. Only after we expressed further disappointment was the offer increased to $150. We understand operational mistakes happen, especially in hospitality. That alone would not have driven this review. What was disappointing was the combination of: - A completely unprepared room at a premium property - A poor first impression for new Hyatt customers - A weak initial service recovery response - The fact that this occurred during an important milestone celebration trip We had heard amazing things about Hyatt service from multiple friends, including two other groups who also stayed at this hotel because of those recommendations, so this experience was genuinely surprising. I hope management takes this feedback seriously because first impressions matter, especially when trying to win over guests who are considering switching loyalty from another major hotel brand.

Excellent accommodations. The location is perfect! The staff was extremely helpful in coordinating multiple reservations for me.

Great choice for NYC stays. Location can't be beat...walk to Central Park or theater. Subway one block away. Excellent staff...especially Darius at the front desk. Rooms are on the small side since it's a renovation of an older hotel, but furnishings are nice. And overall cleanliness is excellent. Highly recommend and will return.

Wonderful experience! The hotel was very clean, modern and comfortable. Great location for walking to restaurants, shops and tourists sites. I would highly recommend this hotel!