js1993

Such as? The two might as well be separate buildings.

hp12c

So had a decently good stay this weekend. Comfortable bed, love the large shower with amazing water pressure, breakfast is good (though they no longer offer Japanese set breakfast, which is a bummer!).

As usual, service was whatever. The details of the weird service levels (and lack thereof) have been pointed out, defended, and argued over ad nauseam here, but thought I'd relate one strange situation I had and which is indicative of the lack of care the hotel puts into service:

I called the front desk to get my car pulled around before check-out this morning, and I was told that police had shut down 58th Street, so the valet couldn't pull my car around. The man I spoke with recommended I go to the garage and try to sort it out with the garage attendant and the police. Huh? Why doesn't the hotel figure it out and get back to me with a solution? Why do I need to be taking time out of my day to be the PH's liaison to the NYPD? Ok, anyway I immediately went down to try to get the cops to let me out of the garage. No sign of NYPD on 58th, though, and the garage attendant said that he hadn't had any issues with cars coming in/out this morning. I got my car in 5 minutes, went back up to the room to get my wife and carry the bags down, and drove away with no problem. I wonder how many other guests were told they had to solve this non-existent issue themselves.

In the end, it's a perfectly fine use of free night certificates - it's great to leave a weekend in NYC with parking and breakfast and a $0 hotel bill.

WasKnown

The hotel and condo entrances are literally right next to each other on the same exposure/street. Compare this to something like the Residences at 400 5th Avenue vs. Langham hotel (which have entrances on different exposures of the building W36th vs. 5th ave) and you will see why this is a problem for people that spend millions of dollars a year (on HoA/common charges and property taxes) to live here.

1) I can literally hear guests/cars pull up on the street from the lobby of One57. Hotel hasn't been insanely busy lately but it gets annoying during peak NYC travel season during check-in time.
2) It is common enough for guests to come into One57 thinking it is either the Park Hyatt, part of Park Hyatt, or an alternate entrance for the Park Hyatt. The doorman is much better about clarifying this but it is still annoying.

Are these small things? Sure. Would they bother most people? Probably not. Are small things the difference between the #1 NYC condo (which One57 previously was billed and sold as) and merely a top 10 contender? Absolutely. Given the plot of land Extell had, I understand why there was no way around this. It is, however, still annoying.

js1993

Thanks for the reply. Do high-end NYC condos typically control the adjoining properties? Seems like better signage and some sound-proofing of the lobby would solve the alleged problems. (Not sure why One57 residents would be hanging around in the lobby long enough to be bothered by street-level noise, but I’ll take that as claimed.)

UAflyer93

I think I may finally be at the end of my patience with the PHNY. (Although to be frank, I've really only been staying here recently because of WOH and the quarterly 3x points promotion.. and because the bed is comfy and the showers are nice.)

I just completed another weekend stay at PHNY and the service at the hotel was just sad... (apathetic and transactional are the first words that come to mind). While I usually book through a contact at the hotel -- one could say that I'm a "regular" -- there was no recognition as usual at check-in. The front desk agent ran through all the details of the hotel / facilities -- including the Globalist breakfast allowance -- as if we'd never stayed at the hotel before... only to tell us after that the room wasn't ready (even though it was well past 4pm). She didn't offer any gesture (most 5* hotels would have escorted us to their restaurant for a drink...), or even an apology, and acted like she was doing us a favor by taking down our phone number so that she could call us when the room was ready. I ended up waiting in their lobby (basically a nice doctor's waiting room) for over an hour, which was a very sad experience, since I got to see other guests check-in. I watched as every other guest got into some kind of argument with the front desk (Guest: "I don't understand. My Globalist status usually gets me some kind of upgrade." Front desk: "What don't you understand? We are completely sold out of upgrade-eligible suites. We have all of our regular and premium suites available, though, and I am happy to offer you a cash upgrade as a courtesy. There's *nothing* to not understand!") Watching these interactions, I got the sense that the front desk agents are salespeople working on commission with little interest in hospitality.

As with previous stays at PHNY, we had several housekeeping related issues after check-in. During my last two stays, housekeeping never showed up for turndown service when explicitly requested. During this stay, while turndown was properly handled, they forgot to show up in the afternoon. And when they finally did clean the room, they left all of our dirty room service in the room. (I still don't understand why housekeeping would make the bed, tidy the bathroom, but leave dirty dishes from breakfast all over the room...) We also had several issues with the room itself, including broken motorized blinds and a broken TV remote. When asked about the blinds, we were told they could not send someone until the following day. And once they did "fix" the issue, the blinds immediately broke again.

I've been fortunate to have stayed in many 5 star hotels, so I know I can be a little picky. That said, I also know that mistakes happen and that no stay is ever perfect. What really gets to me about the PHNY is the complete lack of service recovery. Unless I escalate a complaint, I seldom hear an "I'm sorry." e.g. When a room ins't ready at check-in, or housekeeping messes up, the best the front desk can usually offer is "Would you like a complimentary water bottle?" It's very surreal... like, seriously... a water bottle is their idea of a service recovery gesture?

WasKnown

It is uncommon for a condo on the level of One57 to have a public hotel connected to it. Some luxury condos will have resident hotels (if you can believe it, literally for housekeepers/nannies/helpers) or even resident restaurants. The rise of branded non-hotel residences (ie St. Regis Boston) is a reflection of this though something like St. Regis Boston is definitely a step below One57 in positioning.

I think there will always be high rises where the lower floors are used as a hotel. However, One57 is an example of executing this poorly simply because they put the entrances so close together. I really think this is the only issue. Per your previous point, if the entrances were on separate exposures, they really might as well be different buildings.

AFAIK, the condos and the hotels seldom are operated and controlled by one another. This is even the case for branded residences connected to hotels (i.e. Ritz Carlton Residences in Battery Park suing the owner of the Ritz Carlton Battery Park when they reflagged to the Wagner). I'm pretty sure the W Residences Downtown is going through the same thing rn as the W Hotel in FiDi has shut down. There are some cases in which a hotel only sells a small number of branded residences (i.e. Aman New York and Ritz Carlton NoMad). I'm not sure what the arrangement is like for these properties given that they price at top tier level (as they are usually penthouses). There might be a separate lobby for residents of these properties when the respective hotels open. However, I am not too sure given how few people would actually be living there. I would consider condos in Aman NY to be in the same class as those in One57. It will be interesting to see how that pans out.

The most common scenario for me to sit in the lobby (of any building) is waiting for Ubers which is multiple times a day.

js1993

Sounds about right.

I’m amazed Hyatt has tolerated this at their flagship property for so long.

invalyd

I was quoted $3000 a night for Sky Terrace.
Strangely, other Globalists have been offered $800 even on nights when the cash rate for Sky suite is higher than on mine.

I was planning to book PH NY for a special occasion but the inconsistency is really off putting and makes me consider paying cash at another (non Hyatt) property and saving my points for a better property.

Cometstar

Does anyone know if the Mercedes service was back?

bcampbell1324

Apparently the Living Room is scheduled to reopen in mid September for all meals. This will provide some relief for the agonizing 2 hour waits for room service in the morning.

bcampbell1324

I was offered an $800 upgrade rate for the Sky Terrace in September. This is on top of 30K points. Would I be crazy not to do that? I’ve stayed in the Terrace suite before, is the view significantly better in the Sky Terrace?

manu08

Here's another data point, I just completed a 4 night stay at PHNY and got room service breakfast each morning for two people. We called in the morning to order (as opposed to ordering in advance the night before) and it was delivered in 30 to 45 minutes 3 times, and about an hour the last time (despite being given a half hour estimate). This was also during the week (Tue - Fri), and cash rates were lower than other weeks we looked at booking (so I'm guessing the hotel wasn't as busy overall), so this was probably best case.

Another thing, I feel like I've read somewhere that there's a globalist breakfast limit (1 entree + 2 drinks per person) -- that was not my experience. I asked and was told there's no practical limit, and we often ordered 3 entrees and a couple sides for 2 people -- no charges.

I'll take some time to writeup more of a report soon, I have some feels after staying in 4 Park Hyatts in the past month (and 18 Hyatts in total the past 6 months).

WasKnown

It is back

Tonyr4

Those are the views from the Sky Terrace Suite. We stay in it for 3 nights plus a full day and had a great time.......

gengar

No surprise unfortunately about the numerous service issues and lack of recovery. But this particular failure stood out for me as I recently stayed at the Andaz 5th and also had a motorized blind that was not working. I mentioned it to the FD on my way out and it was already fixed when I returned about an hour later. This really speaks to the staffing issues and lack of service culture at PHNY.