The Chatwal - The Unbound Collection by Hyatt
New York
Recenzje
Great amenities - breakfast (though the desk originally wasn't manned and they seemed to expect reservations), ginger chews at the front desk, fast and professional service. The elevator is a bit finicky, the front door is impressively heavy (I now know why doormen are needed), and the steps make it a hassle for wheeling anything in or out. The room itself also has nice touches - a bidet, tons of TV and radio channels, large space, in room hot tub, great smelling toiletries.
Absolute 5 star experience. The staff was amazing, kind, professional, and luxe. That applies to those working at the front door, room service, the front desk, the bar, and the dinner on site at The Lambs Club. Our service was great through and through. Cannot speak more highly of them and even more importantly, the concierge Francisco! They all made our anniversary weekend such a special treat. Will absolutely be back!!!
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 Jelena) 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.
Where Luxury Meets Exceptional Service Our stay at The Chatwal, The Unbound Collection by Hyatt was absolutely outstanding this is truly where luxury meets comfort and service. From the moment we arrived, we were treated like royalty. The level of attention to detail was incredible even having a butler who ironed our dresses made us feel genuinely cared for. Here, you truly get what you pay for. Our suite was spacious, spotless, and beautifully maintained, offering a peaceful retreat after long days in the city. Customer service across the entire hotel was exceptional. A special mention goes to Michael the bellman, who consistently went above and beyond. He always greeted us with a friendly smile, opened doors, assisted us promptly, and made sure we were taken care of at all times. The restaurant was amazing every dish was outstanding and truly felt out of this world. The overall environment of the hotel was not only immaculately clean, but also beautifully decorated, creating a calm and relaxing atmosphere. After all the walking around the city, the indoor pool and hot tub were exactly what we needed a perfect way to unwind and recharge. I highly recommend The Chatwal to anyone visiting New York City who wants to experience luxury, comfort, and exceptional service. If you want to be treated like royalty, this is the place to stay.
