Hyatt House Bryan / College Station — Hotel in Bryan

When I first got there the first room I went into the toilet would not flush so they moved me to the room over I stayed 2 nights and was hardly in the room these 2 nights as We were celebrating my sons 2nd birthday after we checkout I see my card is charged $50 2x I called them and asked why was my card charged this they said the towel rack was completely ripped out the wall, this is not how I left it I explained to them I then ask if I can go see what they’re talking about they said yes the manager took me up to our room and said the towel rack was ripped out of the wall and laying on the floor next to the toilet I told him we did not leave it like that I don’t know what he’s talking about he explained the cleaner lady said that’s how she found it I then go down to the lobby because I want to talk to the cleaner ladies manager whom reported it while waiting for them the lady cleaning the room comes out and I asked her excuse me ma’am how was the towel rack when you cleaned the room when she explained it looked like someone was trying to pull the towel rack out of the wall I said we did not mess with the towel rack there were towels on the rack when we left then she explained oh yes the towel rack was still up and there were towels on it so I turn to the manager and say now I’m being told 2 different stories and then there’s mine.. I didn’t mess with the towel rack. We didn’t mess with the towel rack. He just stares at me blankly. Then I get upset and tell him he’s not showing like he cares even a little bit or even trying to help me figure something out. He says I’ll give you a number to call so I leave upset they still charge my card I call the number and they starts a “case” which I still haven’t heard anything on and they say it’s up to that location to decide what they’re going to do I then try to call corporate and they send me right back to their hotel and the gm is on vacation so there’s absolutely no one to help me. I DO NOT recommend staying here they’ll charge you for their hotel falling apart and...

When I first arrived I thought wow this is nice and new. Then…

1. Around 11 pm when I was going to go to sleep I pulled back the covers and the sheets were dirty. From the amount of hair and debris obviously not changed from the prior guest. Hair and dirt were on the sheets. I called the desk around 11 pm and the desk clerk brought up clean sheets so I could change them myself.

2. When I attempted to eat dinner in my room I discovered eating utensils and some plates were missing from the room kitchenette. I went to the front desk to inquire about the missing pieces and “I don’t know what’s supposed to be there” is the response I received. So I asked if I can have 2 forks. I will survive without the missing plates. And if anyone from the hotel reads this and cares, a screw is missing from the refrigerator door handle.

3. WiFi is free but not secure. Make sure you have a vpn. If there is a secure WiFi, please inform your desk clerks.

4. The bar is not open daily from 5 pm - 10 pm. It’s only open Tuesday - Saturday from 6-10. Someone please fix your hotel specific website.

5. I specifically stated during check in that I did not want to be disturbed by housekeeping. However, since housekeeping knocked on the door anyway I asked that she just remove the dirty sheets I took off the bed from the night before but she cleaned the entire room making me very uncomfortable. Minor irritation and I put up the do not disturb hanger on the door for the remainder of my stay.

Good: bed was comfortable. The iron worked. Shower looked clean. Water was hot.

For the sake of the Hyatt brand, I hope this was a one-off but I don’t think I’ll...

Terrible customer service from Hyatt House Bryan/College Station. I booked a room through Expedia nearly a year ago (November 27th, 2023) for the A&M vs. t.u. game on November 30th, 2024. On November 1st, 2024, I received an email from Expedia stating that Hyatt House could not honor my reservation.

With all accommodations in College Station/Bryan likely booked, I urgently contacted both Expedia and Hyatt House to figure out what happened and what my options were.

It became immediately clear that Hyatt House was at fault. Expedia was very empathetic and managed to secure me a credit and a new reservation, even covering the price difference since the only available rooms were around $2,000 (about $1,500 more than I originally paid).

However, Hyatt House was evasive, trying to shift the blame back to Expedia despite their clear responsibility. Why would a reservation made over a year ago be canceled just before the event? It was obviously a greedy move by the hotel. Hyatt House even admitted to canceling all their Expedia bookings for that date when I called them, which I am sure left many more people in the same predicament.

Because of this, I will never stay at a Hyatt House or their partner hotels again and would urge others to do the same. Their customer service is appalling, and if it can happen to me, it can...