Just an update on our end. GM did not find time to talk to us. Director of operations did although it was only b/c we asked for someone when coming back from breakfast. He had no idea about the incident. Talked to my wife again two more times to collect testimony although he did not (a) look at the video, (b) acknowledged that this is a problem, (c) offered any compensation. I think his main concern was that we'll sue. Called the concierge and the lady was genuinely terrified with the staffs reaction and how they handled this. Made a records in their internal system and opened an official corporate investigation -- I guess they will be in touch with us at some point. Checked out at 2 pm to go to JFK and nobody even said a word during the checkout. Just here is the invoice and bye. At no time did we push for anything though b/c we did not want to be seen as DYKWIA and I really did not want to lose my cool again.

Great news: no broken bones or fractures. Bad news: swollen and painful hand and wrist so definitely no skiing for the next week or two.

Overall: great location if you need to be in Midtown; good food at breakfast -- get the mushroom scramble; horribly staff that never heard the word empathy; be careful in the lobby!

Will report back if Hyatt comes back with anything.