Pre-christmas stay on Friday (weekend before Christmas 2025). Nobody to help unload bags at arrival 5pm, wheeled them in on my own. Check in was a shambles. In the midst of their wine hour apparently, check in crew were supposedly meant to be dealing with bag bell check needs as well as wine pours and check ins. 3 staff for 8 separate groups. Got the key. Promised an upgrade pre-arrival (using SUA) non event on arrival. Asked to pay extra for an upgrade....did so reluctantly to avoid embarrassment. Room was fine. Smudges in bathroom, kitchenette, no instructions for air conditioning or blinds. No info on gym, restaurant. Sorry....but for 1300 bucks a night I expect a bit more. Or maybe even a bit more than that. It was overall just disappointing. Wouldn't return unless it was a steal. Under 350 would be that. Anything more and this is a hard pass.

Did you pay $1300 a night?

Apparently $1300 for a room and not even a suite. But OP was able to confirm a suite via SUA

They asked you to pay for the SUA upgrade suite or offered you a paid upgrade to a higher category suite?

Using an SUA, the term would be "confirmed", not "promised" and should show on your reservation after applied. Would you clarify please?

Question for long time flyertalkers. Staying here for two nights due to flight cancellations. Paid stay with SUA upgrade. We were coming down to the lobby and my wife slipped and fell b/c there was spilled water right outside of the elevator w/o any signage. First, none of the staff (and there were two people manning the desk) came to help here as she was lying on the floor in the puddle. Only after some 30 seconds after I yelled at them they called for manager on duty and still nobody came to help my wife stand up. We went to sit down and asked for some ice and it took them like 10 minutes to get the ice. The manager acknowledged the .... up and apologized and offered to call the ambulance which would be such a misuse of resources. Although he also started saying that they sign was by the door at the opposite side of the room and when I called him out that that's ridiculous that he's trying to blame it on us he apologized again and acknowledged that it's their fault. Since it took them so long to organize ice we missed the opening hours of the urgent care by like 5 minutes so we'll go tomorrow to get the x-rays (no need for ER b/c this is clearly no life threatening and I don't feel like taking resources from people that actually might need them). The hand is badly bruised but hopefully not broken (perhaps cracked) but we will know this tomorrow. We also asked to speak to the GM tomorrow. What kind of recourse can we have with the hotel given the abhorrent behavior of front desk staff and actual negligence in terms of maintenance in the lobby that lead to an injury. Of course it could have ended much worse with e.g., open fracture or cracked skull b/c a flower stand with sharp edges was right next to where she fell. Thanks for your help.

As a side note the hotel has good location if you need to be in Midtown, the rooms are pretty nice, and the breakfast for globalists is good (one hot drink, one cold drink, and an entree) but we're still both shocked that nobody came to even offer help once she fell. That's like a basic human reaction that I thought everyone has.

First I'm sorry about the fall and the bruises.

Trying to unpack what you wrote here. I don't think whether it's a paid stay or SUA is relevant here. My basic understanding is that there was water on the floor by the elevator that caused the fall. No one came to help your wife after the fall and they only came after you yelled. Then it took them 10 mins to get you ice?

I was here in NYC this weekend and almost stayed at the Andaz. Given the amount of snow, and people walking in with their shoes covered with snow, water on the floor is inevitable. Their lobby has polished tiles so I would assume it's slippery. Was there a spill? or was it melted snow on the floor. Either way, I don't think it's reasonable to expect a sign given the weather condition unless the staff was aware of or responsible for a spill.

Were the two people at the check in desk aware of the fall? I'm only mentioning because not all falls cause a loud noise. If they were aware, did they just look at you and not do anything? Or did they only become aware of the fall after they heard your yelling?

Again, given the weather, I think we should all be glad your wife didn't break anything. Asking them to cover the urgent care bill is reasonable, but I think asking for monetary compensation beyond what you spend for the fall is unreasonable.

Most of the lobby was dry except for this one spot by the elevator. There was a sign "wet floor" by the door where it was wet but not by the elevator or anywhere else in the lobby. It was an isolated patch of water (probably from either spill or melted snow) that they did not seem to have mopped properly. My mistake is probably that I did not take a photo of the surface but I was taking care of my wife. I guess the fact that it was negligence could be inferred from the fact that now they have special mats to prevent exactly what happened.

The front desk staff saw what happened because they looked at us and just did not acknowledge anything until I yelled for help and manager. It was really bizarre b/c we crossed the eyes and they they just went back to chatting with each other as if nothing happened as my wife was sobbing on the floor. Honestly it felt so weird that I initially did not ask for help b/c it was kind of obvious to me.

My heartfelt sympathy regarding your wife’s unfortunate event at Andaz 5th avenue as well as a hopeful speedy recovery.
The teams behavior is abhorrent and I don’t wish to paint all of Hyatt with one paint brush as there still remains some Hyatts with heart despite the direction of Hyatt Corporate becoming heartless firing customer service reps and rarely caring about what any guest thinks be it quality of breakfast or having working hvac let alone a guests well being
My own overview be it food poisoning, falls ,bed bugs etc fall into a gray area.
They mostly don’t want to get involved and look at it as let the guest deal with it.Especially as there could be legal implications.
While this event that took place is property specific to a large degree I also see it as a decline in the culture of caring with Hyatt
it is also a direct reflection as Hyatt no longer cares except when it comes to anything but guest spending.

You may or may not get an empathetic GM but in this new era I wouldn’t count on it as I see Hyatt play hard ball by
letting hotels decide what they wish to do if anything.Hyatt at their discretion may or may not act as a go between you and the hotel.Ive lost trust with Hyatt more recently and plan to cut my business with hotels that don’t have proven track records as I no longer seeing them having my back.
In the case of Andaz 5th avenue they have had a boatload of different GMs through the years so it can go any which way.Historically they have had an above average record
but GMS come and go as do front desk agents so what was good last week can be a whole new ballgame a week later.
Let us know how it goes.One thing is for certain this isn’t the Hyatt I grew up with and admired
This is HYATT Robot AI going forward so we all better get robot friendly or move on.The humans and some of the Hyatt Touch have long moved on
YMMV

We are a family of five (3 kids 7-12) and usually book two rooms. For our 3 night stay in July, we booked a room on points and applied an SUA for a few nights in July. Now I am wondering if it is better to book the second room on points (or maybe with an amex using THC) or inquire about a paid upgrade beyond our Andaz suite. ANyone have experience here?

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.

Yes, the category above is the Balcony suite I think. But once I got a balcony suite that was the size of an Andaz suite with no door between bedroom and living room , even though I thought I had arranged a particular balcony suite. It was a week stay, a few years ago. They didn�t even mention anything at check in and I was shocked. Couldn�t fix it that night.

After many stays there , haven�t been back, but took my business to the Thompson.

You think two rooms at the Thompson better than a larger suite at Andaz? I know the Thompson doesn�t have SUA�s available. I like to button this up in advance, so asking day of is too stressful for kids

Not sure I can answer for you. Do you usually find two rooms better? Larger balcony suite is still one bathroom ( but can enter through living room),

I far preferred the suite at the Andaz than the junior suite at Thompson. I think the Andaz is a far superior hotel and the breakfast considerably better.

I prefer Andaz location but can understand why some prefer Thompson location. There are friendly and super not friendly staff in both spots.

For me, I'd definitely stay at Andaz again with a TSU as the value is there. I would not pay much fro Thompson or use a TSU there

And I don't like the whole lounge upper stories thing at Thompson that globalists don't get access to