FAWLTY TOWERS ON A GRAND HYATT SCALE
This is the first time I have felt compelled to write a review because I have never experienced such terrible service. We chose this hotel on our recent visit to NYC to celebrate my wife's 40th birthday and my daughters 18th birthday, because of its central location and the fact that it's supposed to be a 4* hotel. 
We were not disappointed with the location and the actual hotel was nice, the rooms were spacious and nicely decorated and clean. I say rooms because we had three in a little over 24 hours.....
As regular travelers we have stayed in various hotels all over the world and we can honestly say that this hotel has the worst service we have ever experienced.
We arrived at about 9pm after a long journey from the UK ,for a six night stay, after a long wait to check in we were told by a polite receptionist that the room with two double beds, which we had booked with Hotels.com since last September was not available and that we could have a room with only one king sized bed. When I pointed out to the receptionist that we were a family of four, she said that we could have 2 roller beds. We were left with no choice but to accept her offer along with free WIFI and a small credit as a sweetener! She told us that the roller beds would be in the room in about half an hour. 
After a couple of phone calls to house keeping the beds arrived after 11pm. 
The room was a handicapped room with a wet room which really became wet after showering, which meant we could then not use the toilet.
The next morning a receptionist agreed to move us into a new room with two double beds, if one was not available she said that we could have another king sized bedded room with two roller beds but with either a shower enclosure or a bath.
On returning to the hotel at about 9.30pm we were given our new room card for the latter type room. On entering the room there was only 1 bed!!
We asked to see a front of desk manager, he apologized and said that he would have two roller beds sent up to our room he said that if we were still dissatisfied he could move us into a two double bedded room, but not until three days later. He gave us some credit as a way of apology, we said to him that we would rather have a room that accommodated all four of us rather than a credit.
So we went to the restaurant at just after 10pm to be told that it closed at 10pm so we had to make do with a bar meal.At about 11.30pm we returned to our room to find that the roller beds had still not arrived. 
We went to find the manager again. We asked a member of staff (who said that he was only "the bell boy" ) if we could please speak to the manger. His response was that the manager was busy (we could actually see him in the corridor going to his office) He asked for our room number and email address. When I asked why he told me to go to our room and that he would get the manager to call or email us. We told him that this was urgent as we did not have enough beds and it was coming up to midnight. His response was "THE MANAGER IS BUSY...YOU ARE NOT OUR ONLY GUESTS!" When we told him we wanted to see him immediately he was very rude and started arguing and shouting at us....It was a scene straight out of Fawlty Towers -Basil would have been so proud, only no one was laughing here!
An apologetic manager did come out to see us. He told us that house keeping was running late, but they knew from 8am that we were moving room! How much notice do they require?
We had had enough. We gave the manager an ultimatum: either find us a room, any room that can accommodate all four of us in the hotel or put us up in another hotel in the area.
Miraculously he found us a room with two double beds immediately (even though an hour or so earlier he said that one would not be available for another three nights)
The only draw back was that the room was opposite the elevators meaning that we could hear the elevator bells, but at least we had a room that we had booked and paid for seven months ago.
We did however have "our happy ending" ....... our return BA flight was cancelled so we had to have an extra day in NYC. I asked if we could have an extra night at the Hyatt but was told that it was fully booked; So we took ourselves further up Park Avenue and spent our last night at The Waldorf Astoria. What can I say....a classy hotel with service second to none. The Hyatt staff could take a trip up the Avenue and see what customer care is all about.
As for our next trip to NYC we know where we will be staying.