Hyatt Regency JFK Airport at Resorts World New York

I arrived exhausted after a long journey, at 2 a.m. my European time, only to face a rigid and unaccommodating process that lacked any form of empathy or flexibility. Despite having Apple Pay—a widely accepted payment method globally—the staff refused to process my check-in because I did not have a physical card. This is unacceptable in an international hotel chain where travelers from all over the world stay and expect modern, seamless solutions. To make matters worse, they expected me to contact my assistant to provide information that is normally handled in advance. At 2 a.m., this was unreasonable as my assistant was understandably asleep. The staff suggested I check online to resolve the issue myself but failed to offer any concrete help or alternative solutions. Their inability to problem-solve and their blind adherence to rigid rules nearly left me without a room for the night, at a time when all I needed was rest. The manager on duty displayed no initiative to resolve the matter creatively or empathetically. A truly professional team would have found a way to accommodate a guest in distress—particularly one arriving at such a late hour. Instead, I felt dismissed and unsupported in a situation that could have been resolved with a bit of effort. This experience has left me extremely dissatisfied with the Hyatt Regency JFK. At a minimum, I expect professionalism, flexibility, and a basic level of customer care. None of these were demonstrated during my stay. I would strongly advise others to reconsider booking here, especially if you anticipate any challenges with their rigid policies

I am very disappointed with this Hyatt hotel, not because of the rooms, but because of their horrendous policy regarding accessing the subway station. This hotel is branded “JFK Airport” but does not have any airport shuttle, which is problematic. But, they do have a subway station right next to the hotel, and covered and heated walkway. This feature is advertised online, and is one of the main reasons we chose this property. Upon arrival at the subway station, we walked through the whole walkway but were told that we were not permitted to enter the hotel from the walkway because one person in our group is 16. We were not trying to gamble, or even enter the casino, just trying to get to the hotel lobby which is accessible right from a short hallway from the walkway. We were forced to carry our luggage down two flights of stairs, and to walk outside a very long way around the building in 20 degree weather. We had to do this every time we went to and from the station. Very rude security personnel, treating us as if we were trying to break the rules. This is extremely appalling and ridiculous. This hotel should be advertised as 18+ as not all benefits can be used by all guests. Do not stay here if you plan on doing anything besides wasting your money at the slots machines. It is rare for me to be so critical of a hotel property, but this Hyatt needs to consider its policies in order to accommodate all guests. They could offer a shuttle, or at least help with the luggage. Additionally, there was quite a great amount of noise from our room, near the end of the hall. It sounded like banging, and vacuum cleaners throughout the day. The bathroom’s toilet area had the smell of old cigarettes that permeated noticeably, even though this is a non-smoking property. Overall, I am very disappointed. Hyatt usually provides great customer service at their properties, but this one is sadly an exception. If this hotel changes its policies, I would consider returning, but I cannot recommend any property that discriminates its customers based on age in this manner. I will be contacting Hyatt directly in addition to leaving this review.

If you like to sleep with the temperature below, 70 degrees don’t go. They control your ability to lower the temperature and even for what you are allowed to go to , it still doesn’t work. That is a crazy concept to me when I am paying this much for a hotel. I should be able to control what makes me feel comfortable not what hotel chain feels in order to save money. That’s laughable in the hotel business

I would have given my stay 4 stars but the check in process ||||||||||||was disappointing. My updated reservation was not in the system, so I stood up at counter for about 15 TO 20 minutes waiting for clarification. I provided a print out but was asked to see email on my phone.||||As a disabled veteran who booked using veteran rate i provided my ID, but was asked if I was there on business in order to get the rate?||||Overall compared to other hotels in the area I appreciated the proximity to food and casino and ease of parking being. Loved the Sugar Factory.

Super comfy bed and modern rooms, very quiet as well. The staff is just excellent and accommodating. I felt very safe. The employees from the front desk to security to casino staff-all awesome and very friendly. GREAT stay, highly recommend!

I started reviewing places because I always read reviews then got to the places and wonder why some people said what they said. Remember travelers, we mostly get what we give and because we are guests and are paying for a service we feel entitled. STOP… this is a beautiful property - great for a staycation - great if you don’t want to be in the center of Manhattan and still feel like you’re getting your money’s worth. - great if you’re an avid traveler and love a nice place to stay. 10min from JFK driving about 20-30min on train depending on how well you can time it NOT GOOD FOR - first time in new york - entitled snob who wants to be catered to - not used to big city metro area transit - honeymoon, go to sandals or some all inclusive on an island

The website for the Hyatt Regency JFK provides misleading information that causes great inconvenience and aggravation to arriving passengers. The website says: ||||Hotel Shuttle||The hotel offers a free shuttle service between the Jamaica Bus Depot and the hotel. The shuttle is available daily 10 a.m. to midnight.||||Upon arrival to JFK, we took the Air Train to the "Hotel Shuttle" stop only to discover that no Hyatt Regency shuttle was available there. We re-boarded the AT and exited at the terminus, Jamaica Station ($8.50 each). No signage for a shuttle to the HR. The shop owners we asked knew nothing about such a shuttle. We found a police station; the officer in charge graciously made several tel. calls and informed us that the Casino shuttle across the street went to the HR. Across the street we found a dingy smoke-smelling waiting room; after sitting there for 10-15 minutes, we asked when the shuttle would arrive and discovered that it ran only once an hour. Rather than wait another half hour, we ordered an Uber and were surprised to discover the the route to the hotel backtracked the entire AT track and then proceeded in the opposite direction of the AT route to Jamaica Station ($35). The entire expedition took more than an hour, way too much for jet-lagged weary travelers.||||We expect more from Hyatt Regency. The experience leaves a very bad taste. When I complained to the the hotel receptionist, she responded that a lot of customers had that problem, so our experience was not unique.

EDIT: Downgrade review for not awarding Hyatt points despite (1) providing loyalty number at check-in and (2) asking to be awarded points via app with no results. Will gladly re-visit review if/when this is resolved! *** Original Review *** Very clean, very quiet and very nicely-appointed hotel. Located at Aqueduct race track and adjacent casino with a food court offering some atypical and interesting food options (one place has Hainanese Chicken Rice and Laksa!). Staff is professional and courteous. No airport shuttle but there is a shuttle to Jamaica Station for transit into the city.