very poor service
I am a Platinum member of the Hyatt rewards program because I have nothing to complain about Hyatt hotels, but my feelings have changed after a very poor experience with the Grand Hyatt New York.
Sam at the check-in counter made a huge mess of my check-in experience. First, he checked me into 2 imaginary rooms - rooms that did not exist. Second, he gave me key cards that didn't work. The other check-in staff insisted that it was the correct room and to follow their "directions". Only when I said that such a room does not exist did they stop to think and to check. When they finally admitted their mistake, they gave me the correct room, but now the key cards didn't work! Lastly, the hotel failed to note down that I wanted my 2 rooms on the same floor, and the same general area as I was travelling as a family, even though I had specially called the reservations line the day before to inform them about my request.
When I finally made it to my room, I found that the room door handle inside the room was broken. I notified housekeeping who assured me that they will send someone to fix it. 2 days later and it was still not fixed.
I told the check-out staff of my poor check-in experience but they didn't care less. 
I hope the Pritzker family does something to protect their good name.