Hyatt Herald Square New York

When we arrived at the hotel, the receptionist Rachel checked us in when she went to take the payment with the card that was already pre-approved said it was declined when she swiped it and we would have to use another card, therefore I had to use my debit card to make a payment. I also asked if we could use the telephone to call the bank, but she said we were unable to use the phone to make any international calls, she was very unprofessional, unfriendly and not very welcoming when we arrived. We also had to put an additional £250, which we were unaware of when we placed the booking. The rooms were very small and the deco was very dark and dingy and did not look like the pictures advertised on the website. Throughout the week, the staff were not friendly and not very helpful. I would not stay at this hotel again or recommend to friends or family.
The only positive was the location which was great.

Pro - Great location you can easily access all the tourist things.
Small rooms which is expected it's NYC.
Con - I don't know if it's cause I bought it from hotwire and a discount and not through them but the service could be improved.
When we got back from being out all day at 3pm our room was still not cleaned at all and the housekeeping hadn't come. At any hotel I've been they clean it when you're out.
I asked if we could borrow an umbrella, and she asked my name and room number and looked me up..and then said they were out of umbrellas. BUT if you were out of umbrellas... why do you need to look me up before you decide if I get one? Would you already know you were out of umbrellas?
Overall it's okay but there is a lot of competition in NYC and I"ve been to some great hotels with excellent customer service.