Visit to this property over the weekend. Based on FT comments I adjusted my expectations slightly downward, but optimistic there were improvements since the property has had a couple months to correct prior issues. While the location, bed types, Lexicon lounge were wonderful, service-issues dominated and ultimately impacted our short weekend stay.

1. Lost luggage. (A first for me). Bags they took control of, since it was prior to check-in time, were lost for five hours Saturday evening. They provided updates, even to the extent that they were reviewing hotel security videos. A guest later called to report two bags (ours) in their room did not belong to them. Needless to say, we were largely forced to stay in the guestroom since our warm change of clothes were in the checked bags, along with amenity kit and other goods. Duty manager was apologetic and offered a small gesture for the inconvenience.

2. A comped breakfast (result of #1) the next day. We did not receive any portion of our food for 40 minutes. I checked back twice with the server who apologized, but could only say they were "preparing the beets now" - 30 minutes after ordering the beet salad. During this extended wait, they visited several times to refill drinks - just never showed up with food. Finally I left the table and spoke with F&B manager. He expedited things and comped the entire meal (before he realized it was hotel comped already due to #1). Quite apologetic.

Smaller-scale issues heightened only because of the prior two issues:

3. Coffee. Only one coffee cup in the guest room, with coffee filter for two. Also, no cream or sugar products. We went to Starbucks to obtain. No stirrer in the room, or any silverware for that matter; we used the tongs from the ice bucket to stir our creamer.

5. Staff unfamiliar with property amenities. Called concierge about whether the fitness center had shower facilities or we needed to return to the room to shower. Staff member said she didn't think there were but not 100% sure.

6. The front lobby is poorly designed with traffic to/from the elevator merging with a chaotic small check in area with no apparent order in determining which guests are next in line. There were awkward moments for me and other guests as we each tried jockeying for space in the lobby.

7. Unable to perform express checkout on TV, required us to go downstairs and wait in line again.

It was really unfortunate a) to have such a short weekend in NYC be cut short even further by these major and minor issues and b) That a Hyatt property has such significant service issues.

Underneath all these problems, one could really get a sense this could actually be a pretty enjoyable property (ie: limited # of rooms per floor, Lexicon lounge, terrace rooms).

I have an email into the GM to summarize and discuss all these issues.