"My stay at your property was materially deficient and fell well below the standard one would reasonably expect, particularly at this price. I have stayed at numerous luxury hotels globally, including this property under Marriott International management, where the experience was notably superior. What I encountered during this stay was, frankly, unacceptable. To begin, at check in, I was explicitly told I would be notified via text when my room was ready. No such communication was ever sent. After waiting several hours, I returned to the front desk only to be informed that the room had, in fact, been ready. This shows a clear lack of operational competence and basic guest service follow through. The first night was uneventful. However, on the second night, a guest checked into the adjoining room, and due to the connecting door and poor sound insulation, I was able to hear virtually everything. In a hotel charging approximately $500 per night, this level of noise intrusion is entirely unacceptable. I approached the front desk to request a room change. The inexperienced, rude, staff member on duty, Pierre, did not apologize or attempt to resolve the issue professionally. Instead, his immediate response was to inform me that any alternative would constitute a downgrade and he spoke in a manner suggesting inconvenience on his part rather than concern for my stay. Given that I had business obligations the following morning, I had no practical choice but to accept. The “replacement” room was, without exaggeration, in deplorable condition. It resembled a neglected, low tier motel room. A noticeable accumulation of dust, a stale odor consistent with prolonged vacancy, significant street noise due to its low floor placement, and proximity to loud building mechanical equipment. The room was also inadequately cleaned, as evidenced by hair on the bed. Reassigning a paying guest to such a room was disgusting. When I returned to the front desk to raise these concerns, Pierre again failed to apologize and simply stated that no other accommodations were available. At that point, it was clear that no meaningful resolution would be provided, and I elected to tolerate the conditions for the night and depart the following day. The next morning, I requested to speak with a manager. Sebastian was more professional and responsive, and I acknowledge that he upgraded me to a suite and offered free breakfast. While this gesture was noted, it did not come close to addressing the severity of the prior failures. A complimentary night would have been the appropriate and proportionate response. Nonetheless, I accepted the accommodation in good faith and continued with my business obligations. At checkout, however, the situation escalated further. Despite being told that breakfast would be complimentary, I discovered it had been charged. Only after raising the issue was it removed. Anticipating exactly this type of conduct, I requested and received a final, signed folio reflecting a zero balance for that charge. Despite this, your property subsequently processed a fraudulent charge to my credit card for the same breakfast that was COMPED. This constitutes UNAUTHORIZED AND FRAUDULENT BILLING. I will be disputing this charge immediately with my card issuer. Additionally, I will be escalating this matter to Hyatt Hotels Corporation corporate. Given my professional network, I will also be advising colleagues to avoid this property entirely. SHAME ON YOU for attempting to extract additional charges after checkout through deceptive means. I ONLY PAY FOR WHAT I REVIEW AND SIGN AT CHECKOUT."

"At the time of this review, this property is part of the Hyatt Hotels umbrella under The Unbound Collection. I am a Globalist in Hyatt's frequent visitor program; I spend a lot of nights in hotel rooms each year. My wife and I live in Manhattan but like to treat ourselves to hotel stays, especially after late-ending Broadway shows. We went to see CATS: The Jellicle Ball which is playing at The Broadhurst Theater which is just on the other side of 7th Avenue from the Chatwal. I also have had some pretty crappy stays at the Hyatt Centric one block up and decided to splurge for this nicer property and am very glad I did. I had a decent corporate rate and used a Hyatt upgrade instrument that booked into a one bedroom suite. Though my concierge and pre-arrival communications, I also let the property know we were celebrating my wife's birthday. Upon check-in, were were pleasantly surprised that we had been upgraded into the penthouse Producer's Suite which is on the 10th (top floor) and has both a one bedroom suite with a small terrace and a rooftop terrace, accessible via a spiral staircase. There was also a lovely welcome amenity of fruit and chocolate-covered strawberries and a bottle of prosecco on ice. The main floor consists of a somewhat dark bedroom with a king bed and full bathroom with two sinks, a very large walk-in shower, and a toilet with a Toto washlet. Small note - no bar soaps were provided with the Angeli di Firenze bath amenities and I didn't care for the heavily-scented hand soap. In between the bedroom and living room was a dining table seating four and a door to the lower terrace which wasn't that wide, but had two comfortable chairs and a heat lamp. The living room had a small sofa and fireplace. I think a previous guest had requested a Peloton bike which was still in the room, or the property is just leaving it in the suite as an amenity going forward. There's a lavatory with a single sink and regular toilet and adjacent wet bar with a full-size microwave, half-sized fridge, an electric kettle, and a Nespresso Vertuo Evoluo machine with espresso and regular coffee sized pods. There were ample mugs, drinking glasses, and wine glasses in the cabinet. Numerous bottles of Chatwal labeled drinking water were provided and during turn down service, two additional bottles of Fiji water were left. We didn't encounter the butler assigned to our room during our brief stay but really had no need, as the concierge team responded to text messages almost immediately. We had pre-theater dinner at the Lambs Club and it was excellent, both in food and service and were given a very prime table, perhaps due to us staying at the hotel as Globalists. Being in the suite and as a Globalist perk, we were also offered complimentary in-room dining for breakfast, which we took advantage of given the space available to us. We did order a la carte and beyond the standard Chatwal Breakfast so I saw a small breakfast charge on my folio; some of which could have been the gratuity I manually added when the food was delivered. We had no issue receiving 4 pm late checkout and took about a 15 minute walk to the excellent Sullivan Street Bakery on 47th between 10th and 11th Avenues to pick up some sandwiches, which we ate while sitting at the table on the rooftop terrace which has a large table seating six along with an umbrella for shade. There's also chaise lounges and other seats along with a heat lamp. Despite the proximity to Times Square, the room was well-insulated from the street noise. The bed was extremely comfortable. I'm sad this property will be leaving Hyatt in a few months; it's a really nice option for Times Square and the staff are all outstanding."

"An absolutely exceptional hotel in NYC - the only hotel I will stay at when traveling for work in NYC. The hotel is beautiful and the staff is exceptionally helpful!"

"Wonderful hotel in a very convenient location! Easy check in and out. Coffee maker in room. Quiet and clean. Nice large bathroom. Comfortable bed. Air conditioning worked well. Can’t wait to go back."