SHLTP

It does not augur well for the program that the flagship hotel, run directly by people who work for Hyatt and thus do what HQ wants/are ok with, doesn't upgrade to a proper suite. Other properties might do the same because it is ok with the flagship to do bare minimum so it's ok for us to do the same.

I understand many will pay for a suite in NY but the flagship sets the tone for the whole program. Actually, I'm so unsettled by what PH NY and PH Sydney does with suites... it's a reason that while I love Hyatt, I am not trying to get lifetime like I did w SPG. I worry the benefits will get watered down eventually.

Proper suites and proper breakfasts are important to me. I worry other properties will follow suit.

I'm fairly price inelastic but do care about value. Hyatt doesn't have enough luxury properties for me. I stick w Hyatt because I want my benefits. If I can't get them, I'll bail.

I'll give 2 examples. This week I was in Guangzhou meeting business partners. The other 8 people stayed at Rosewood. I wanted to stay Park Hyatt out of loyalty - but they said there were no suites and they don't seem to upgrade to specialty suites.

I thus stayed at GH where they pre-upgraded me to a renovated suite and said they could probably give me a specialty suites next time if I really wanted.

Some of the new PHs in China have very very few standard suites so I don't stay there. It's becoming a problem because I can't find enough luxury hotels where I feel I get good enough value.

I'm not going to stay at a hotel where there is a 0% chance of getting a suite. I'll just stay at Rosewood then and be more convenient to all my partners. Next time, I'll either do rosewood or maybe GH because they are good to me. But it's not the luxury level I prefer.

I just spent 2 weeks in NY. Zero of that money went to PH because of how stingy they are. I have 5 nights coming up in Syndey. 0 of those nights are going to PH because of how stingy they are.

​​​​​

Flagships set the tone.

OhDoctor

Exactly right, and something people on this thread appear to be unable to grasp. A corporate-owned flagship property (by their own description!) should be the exemplar of top-tier elite benefits — upgrades, breakfast, late check-out, early check-in, staff interactions, etc.

SP03

I think you are a perfect example of how Hyatt is successful at brand loyalty. You are willing to go out of your way to stay at a Hyatt despite some hotels not upgrading you to a full suite. Sure, you are not staying at the PH, but you are still spending money on a Hyatt hotel. Frankly, PHNY probably doesn't want people who are only willing to stay there if they can get a suite upgrade for base room price.

In markets like NYC and Syndey, I'm sure they have no trouble filling these rooms. So there is really no loss from you not spending any money there.

SHLTP

Not really. Unless they are running 100% at all times. But anyway, like I said I'm most likely switching to Rosewood for Guangzhou next time (double the price of Park Hyatt Guangzhou) and I'm moving to Marriott for Sydney. GH GZ not luxurious enough for me or my friends.

I'm moving out of Hyatt system. Moreover, the other 8 people I'm with stayed at Rosewood instead of Hyatt. I requalified for Globalist and will now join my partners. So PH Hyatt is losing 9 people who are willing to pay more than PH prices. One of my buddies is worth $1.1 bil USD so Hyatt lost out.

Like I said, I'm pretty price inelastic. But if I'm going to be loyal to Hyatt and go semi out of my way, then I want a decent breakfast at PH NY. If I don't get, I'm willing to spend double for Rosewood and pay for breakfast. There's no point in me being loyal of I don't get taken care of more. I might as well be a free agent and pay for what I want, ie a suite.

That seems like a fail for Hyatt

EuropeanPete

Of course it’s rare at chains without loyalty programmes which include suite upgrades. I don’t think anyone could possibly argue with you there.

When I stay at a Hyatt though (and previously SPG), I will generally get a full suite upgrade at almost every luxury hotel I visit except in periods of exceptional demand. Clearly the PHNY Mgt figure the Hyatt programme is either over-saturated in the New York market or that they can get away with dodging respectful loyalty recognition. Maybe they’re right, but as frequent travellers it seems logical for people on this forum to be disappointed and indeed to take their business elsewhere.

SP03

If I were your billionaire business partner, I sure hope that you are recommending a hotel to me based on what's best for me/business and not because some hotel on the other side of the world is giving you free breakfast or a free suite upgrade.

You may be price "inelastic" but you are surprisingly sensitive to free breakfast and suite upgrades....

Zorak

Moderator Note

Friendly reminder to discuss topics/issues (and being a property thread, try to keep it focused on the specific property), not other posters.

Thanks,
Hyatt mod team

beachfan

The argument that because on a room rate of $x, because breakfast and a double upgrade isn't free, it makes more sense to pay $2x is an emotional, not rational one. It's fine for some, and yes, they lost a customer, but given that you could have paid $1.3x to get what you want at the Park Hyatt, paying 2x is not sound advice for others. You can get into the suite you want for a few hundred dollars more.



And the breakfast at the PH is perfectly fine. To say it isn't decent is a disservice to all. Folks have to really want to eat a big breakfast to be unhappy with an entree, and beverage . For me, I don't eat breakfast much and the angst over it is perplexing. If the quality was poor, I'd understand, and while I can get better smoked salmon at Russ and Daughters or Barney Greengrass in NYC, it's better than why I can get in LA.

PS The complaints about service are more valid to me.

And while I understand there is a negative feeling about being nickled and dime, true price inelasticity would mean one didn't care. So it's about their pricing model even if it isn't about price.

beachfan

agree, but those are premium suites, and while I used to get upgraded to those, no longer without $$ - just one of the dark Andaz suite unless paying extra $$. July 2023 was my last experience (Length of stay is a big factor and I'm always at least a week if not two. Experiences of one or two nights aren't relevant to me). And while I've only been at the PHNY 3 times, I've been a much longer and frequent guest at the Andaz 5th.

If you strictly compare TSU upgrades, it's junior suite PHNY to Andaz suite at the Andaz 5th avenue.

I don't disagree that there are better options outside Hyatt if paying $$ than the PHNY and wanting a luxury hotel, and since it went to cat 8, I'm no longer staying there, and am happy at the Andaz.

SMK77

Exactly because people come here to look for advice, we should be very precise here: Park Hyatt in Manhattan is pro forma the top Hyatt hotel in Manhattan. Comparing it to what Park Hyatt offers as a brand around the world and what other luxury hotels do for their guests in Manhattan, I don't think PHNY is a good choice. More strongly, I feel it stands out in a very negative way and as Hyatt owns this property and has full control that is very unacceptable in my books.

SHLTP

Exactly. I have 80 nights at Park Hyatt Suzhou in last 3 years. I've been upgraded to a specialty suite every single time.

Last week at PH Suzhou when I checked in, they offered me to choose which specific specialty I wanted when I checked in. Everyone in my party was given a full buffet breakfast.

Last month at PH Dubai I was upgraded to president suite and had a full buffet breakfast

Why would I stay at PH NY when I would have no chance of getting upgraded to a proper suite and have a relatively meager breakfast


70-80% of my stays are at PHs or Alilas and the PH NY's lack of upgrades to a proper suite is disconcerting since it's owned and run by corporate. If other PHs follow suit, I Would not be loyal to Hyatt anymore.

PH NY sets a bad tone.

People on this thread attack me for how I spend and choose hotels as being irrational but I appreciate upgrades for a week to president suites and no I would not pay for that myself directly. That falls above my budget. I'm not going to spend 3000-5000 USD a night. But Hyatts loyalty program means sometimes I get those incredible rooms. That makes me loyal

But if everything becomes like NY, that's unacceptable

777 global mile hound

I truly appreciate you sharing your thoughts and I’ve always referred to it as a growing cancer
It’s already spread to other Hyatts.I urge you to open a case with Hyatt Consumer Affairs even if no improvement comes
If we don’t it goes on unchecked as business as usual going forward

jbandy10

Re: the gripe with upgrades here. People say that there are many Hyatt's that only upgrade to the lowest tier suite, and therefore this Hyatt isn't doing anything wrong.

Here's the problem: The standard rooms at this property aren't really any worse than the "suite upgrades" awarded. In some ways, the suite is arguably worse, which is just crazy. Name me another Hyatt where the suite is basically on par with the standard room. THAT is why people are upset.

Not to beat a dead horse, though. So I'll echo what others have said: if you don't like it here, don't stay here. I'm done with PHNY. Voting with my wallet. I'll also not be staying at the Thompson (painful beds) or the Andaz (just not for me). Ironically I have gotten wonderful treatment and experiences at the Centric TS. Location obviously isn't for everybody, and the breakfast situation is what it is, but if you get beyond that, it's frankly great there. And they recognize all elite benefits very well.

It's a shame that properties like the Hyatt Grand Central have totally nose dived.

HaleiwaFlyer

Throw in another data point for PH NY. Just checked in today for redeemed City View Suite, but was given 1012. Does not look like the photos at all, as only one view of the city, and not panoramic.

They are fully booked and front desk was indifferent and knew the lower floors are not what is advertised.

moolman

Dang, another reason why I just saved points and booked Thompson Central Park instead.
​​​​