Dream Midtown by Hyatt

As someone who regularly coordinates group travel and room blocks, I was very disappointed by the lack of communication and follow-up from the sales team at Dream Midtown. I called last Thursday and left a message for the sales department to inquire about availability and pricing for a group stay. By Sunday, I still hadn’t received a response, so I called again hoping to get the email address for the sales manager and send the details directly. What should have been a quick and easy call turned into a 22-minute runaround. I was transferred to six different people, none of whom could answer a simple question or provide an email. Instead of helping, they continued to transfer me, and in the end, I was routed back to the same automated message I started with. If you are the sales manager, please train your team. Staff answering phones should at least be able to offer a contact email or collect information properly. It’s clear that responding to inquiries and answering phones is not being prioritized. This level of disorganization seems to be a growing issue among hotel sales departments, but it should not be the standard. If you want to attract and retain group business, responsiveness and basic communication are key. Right now, Dream Midtown is falling short.

bogus $57 facilities fee that was not in the original price quoted - I thought this was illegal. The fee is for the gym and pool. The pool is nice for Manhattan but the only pool I've seen that I would pay $57/day to use is the Ocean Club on Paradise Island. This one has at least 2000 windows (and 12 CCTV cameras) looking at you so unless you like that ... The porthole windows are cool and it has a European minimalist vibe, but they provide earplugs in every room because the club in the 12th floor is so loud, and the inscrutable light switches (separate on and off buttons randomly ordered) have instructions on the switch plates that have worn off so you have to keep experimenting or just sleep with the lights on. Near the High Line and Chelsea Market.

I rarely write reviews, but this experience was so unacceptable that I feel compelled to warn others. We arrived at the hotel on a Friday evening, well after the 3:00 PM advertised check-in time. My family and I — including a toddler and an infant — arrived at 6:00 PM after a long four-hour drive, exhausted and simply expecting to settle in. Instead, I was told our room was not ready and we would need to wait. No apology, no urgency. Just indifference. Twenty minutes later, we were still sitting in the lobby — tired, frustrated, and trying to calm two young, overtired children. I asked to speak with the manager. When he appeared, I was met not with concern or professionalism, but with an attitude that was dismissive and borderline confrontational. He attempted to justify the delay by blaming the prior guests for checking out late — as if that excuses the hotel’s inability to prepare our room for a reservation that had been confirmed and paid for. I was stunned by his lack of professionalism, empathy, and frankly, basic customer service skills. I questioned whether this person was even the actual manager, given how disrespectfully he conducted himself. When we finally got our room — nearly 30 minutes later — we were horrified. The room was nothing like the polished, filtered images on their website. The floors were visibly dirty, the bed frames were damaged and worn out, and the desk hadn’t been cleaned. It felt neglected, uncomfortable, and far below any acceptable standard. We had booked a two-night stay but left the very next morning — sacrificing the money we paid for the second night just to get out of there. Additional issues to be aware of: • The hotel advertises $40 parking, but the actual charge is $55, with no in-and-out privileges. • The rooftop, which is heavily promoted, does not allow children — a restriction that is not disclosed clearly on the website. • The overall environment and staff behavior reflect a disturbing lack of care and integrity. To anyone reading this: do not trust the positive reviews — they are either incredibly misleading or written by the hotel staff themselves. What we experienced was false advertising, poor service, and an utter disregard for guests. And to management — please don’t respond with your generic “please contact us” message. You had every opportunity to make this right in person, and you chose not to. That says everything.