Hyatt House Dallas/Frisco — Hotel in Frisco

Complain: Service failure at Hyatt House Dallas/Frisco for our stay from July 18 to July 22, 2025. This hotel failed providing timely access to rooms & delivering on the most basic expectations of a guaranteed reservation. On July 18, 2025, from 10:30 AM – 4:35PM, our reserved rooms were not available despite our pre request for early checkin and payment made 100% in advance. Even at 4:35PM, still no keys for the rooms. We sent emails to Hyatt admin and requested full refund of our prepaid payment as Hyatt House Frisco broke the service contract, but after more than one months, we have not got any response. ||||Timeline 7/18/2025 ||● 10:30 AM – We arrived at the hotel. The front desk staff informed us that our rooms were not available. No acknowledgment of our early check-in request was made, and we were not offered luggage storage.||||● 11:40 AM – Upon return from a brunch, rooms were still not available. We waited in the lobby.||||● 11:50 AM – My girlfriend asked when the rooms might be ready. The male staff stated check-in was 3:00 PM and offered no further assistance.||||● 12:43 PM – My girlfriend returned to the desk to explain our situation, having flown overnight and being extremely tired. Still, no helpful update was provided.||||● 1:44 PM – Only one room (Room 405) was made available. We were not given a room key and had to be escorted by a staff member. This inconvenience meant we couldn’t leave the room unattended.||||● 2:29 PM – We asked about the suite; a staff member promised it would be ready in 30–40 minutes.||||● 3:37 PM – After more waiting, we were told the suite still wasn’t ready. A staff member offered a different room instead. We declined, insisting on the original suite we booked. We were told again it would be ready in about 30 minutes and they would call Room 405 once ready.||||● 4:35 PM – We had not received any update or call. After waiting over 6 hours without the suite being ready and facing continual miscommunication and inconvenience, we made the decision to cancel both reservations and move to another hotel.||||● 4:40 PM – We informed the hotel that they did not keep their end of the agreement. We asked the front desk to cancel our reservations. We would like to check out of Room 405 immediately. At this point, we were told the suite was now ready, but due to a malfunction with the key system, we would not be able to receive keys for either room and would require staff escorts every time we entered our rooms—an unacceptable situation. The front desk said that they would not refund anything since it was prepaid in full. We would have to take it up with Hyatt, not the hotel.||||* Email sent Hyatt guest-services on 7/24/2025||* As of 9/09/2025, no words from Hyatt House Dallas Frisco nor the Hyatt...

Complain: Service failure at Hyatt House Dallas/Frisco for our stay from July 18 to July 22, 2025. This hotel failed providing timely access to rooms & delivering on the most basic expectations of a guaranteed reservation. On July 18, 2025, from 10:30 AM – 4:35PM, our reserved rooms were not available despite our pre request for early checkin and payment made 100% in advance. Even at 4:35PM, still no keys for the rooms. We sent emails to Hyatt admin and requested full refund of our prepaid payment as Hyatt House Frisco broke the service contract, but after more than one months, we have not got any response. Here is the timeline on 7/18/2025: ● 10:30 AM – We arrived at the hotel. The front desk staff informed us that our rooms were not available. No acknowledgment of our early check-in request was made, and we were not offered luggage storage.

● 11:40 AM – Upon return from a brunch, rooms were still not available. We waited in the lobby.

● 11:50 AM – My girlfriend asked when the rooms might be ready. The male staff stated check-in was 3:00 PM and offered no further assistance.

● 12:43 PM – My girlfriend returned to the desk to explain our situation, having flown overnight and being extremely tired. Still, no helpful update was provided.

● 1:44 PM – Only one room (Room 405) was made available. We were not given a room key and had to be escorted by a staff member. This inconvenience meant we couldn’t leave the room unattended.

● 2:29 PM – We asked about the suite; a staff member promised it would be ready in 30–40 minutes.

● 3:37 PM – After more waiting, we were told the suite still wasn’t ready. A staff member offered a different room instead. We declined, insisting on the original suite we booked. We were told again it would be ready in about 30 minutes and they would call Room 405 once ready.

● 4:35 PM – We had not received any update or call. After waiting over 6 hours without the suite being ready and facing continual miscommunication and inconvenience, we made the decision to cancel both reservations and move to another hotel.

● 4:40 PM – We informed the hotel that they did not keep their end of the agreement. We asked the front desk to cancel our reservations. We would like to check out of Room 405 immediately. At this point, we were told the suite was now ready, but due to a malfunction with the key system, we would not be able to receive keys for either room and would require staff escorts every time we entered our rooms—an unacceptable situation. The front desk said that they would not refund anything since it was prepaid in full. We would have to take it up with Hyatt, not the hotel.

Email sent on 7/24/2025 As of 9/09/2025, no words from Hyatt House Dallas Frisco nor the Hyatt...

This is a tricky one to review. I’ll go with the good first. The manager Oscar is so nice and kind. The breakfast was nice and the housekeeping were as well. The bed and pillows were very comfortable and the water pressure was great. Adequate parking and luckily because I was there 13 days my parking was comped. Now for the not so good. Upon check in I asked for a room that had been thoroughly cleaned for any recent pet occupancy. When I went to inspect much later that night I slept in my clothes. Long human black hairs were on the left side pillows. Additional hair in the bed. The bed skirt or covering for the box portion covered in dog hair. The sofa was covered as well and 2 pieces of dog food were under the desk chair another piece or 2 behind trash can. The next morning I took the photos and a Kleenex full of hair to Isaiah and he immediately apologized and got house keeping in. They stripped the bed including box cover , took pillows and seats off sofa. Ran the vacuum and used a lint type floor roller for remainder of hair. I don’t know what happened but it was disgusting until it was thoroughly cleaned. During my stay, 2 kids had to practically sit on their 2 dogs as people passed because they barked and lunged at people walking by. A dog also sat at the table (on the table couch) in the dining area during breakfast. All staff was professional except one young woman who looked at her phone and snickered often trying to bring her male co-workers into her phone activity. One co-worker participated and another did not. Her nonsense would cease when the female manager would come in. Very easy to see who were the professionals. The pool also needed a good mopping and a ventilation system that let the heavy chlorine smell escape. Expect to hear dogs barking and kids screaming in the pool ( indoor) but it is located in a nice safe area convenient to shopping and restaurants. Be aware depending, of parking charges and the possibility of allergy flare up if you have pet dander allergies. I would stay there again but I’d make sure my room got the actual pet deposit...