Hyatt House Houston/Galleria — Hotel in Houston

One of the worst Hyatt's, it makes me want to reconsider being a long time Globalist. Stayed Dec 8 - 16th. I would love to compare what's going on at this Hyatt House's kitchen, compared to any other Hyatt House worldwide. I'm not an expert chef, but I guarantee something odd is happening here, as I've stayed hundreds of nights at Hyatt Hotels having their breakfast. This location's breakfast was absolutely disgusting, rock solid french toast and even the scrambled eggs were not edible. My random thoughts would be along the lines of old food being reheated over and over day after day, or possibly something like it's all cooked one day and used for many days. One of the days I saw a guy walking across from the kitchen, wearing 1 plastic glove, coughed on the glove, and the whole time the ungloved hand was inside the bowl carrying it. As sick as this was, I would have never left this review, but now that it's been 45+ days I can confirm the management lied to me multiple times so the honest bad review is deserved.

December 10th I was awoken several times by the incredibly loud fire alarm going off over night. Once again, as throughout the entire stay, there was just something wrong with breakfast. I had a light headache the entire day from the fire alarm.

December 11th, bad start to the day. Sleep messed up from the previous fire alarm beeping night. Horrendous breakfast. Cancelled an appointment to try to sleep, but of course this happened to be landscaping day. And here's where the previous reviews would have been nice to read in advance. By noon the water is shut off, so no showers, no toilet flushing, no washing hands or dishes. At 12 the guy at the desk said it will be on within an hour. At 4 the lady said any minute. Water was off the entire time until 5:55pm. It appeared they would not allow anyone to check in, which of course they should not be letting people check in when the toilets/showers were not working. I did not ask for points during the annoying fire alarm over night, or due to odd quality breakfast. However, at this time I did ask if any points can be received due to the major inconvenience of having the water off the majority of the day. I was told no problem. Now I know it was a lie.

Yeah I don't want to relive this experience so I'll just end it with December 13th where 1:30AM the morning of the 13th there goes the fire alarm again. It remained on 1:53 am. I couldn't get to sleep until 3am and then BANG BANG BANG! BANG BANG BANG! 3:20 AM I'm awoken by 2 men (front desk and security) because water was leaking outside my door in the wall.. so here we are again with another water problem. I had to switch rooms. Mind you this is a Hyatt House, so I had food in the fridge to also move, etc. The manager/front desk guy was the one to apologize and offer point compensation. There was an incredible amount of inconveniences at this hotel, yet I'm understanding of the occasional fire alarm, plumbing fixes, needing to change rooms etc. Everything would have been resolved simply by compensating the guest with points, as promised. The fact that I was told I'd received points for multiple situations and never did, pretty much confirms this is a top management / owner situation where they are stingy.. which perfectly ties into why there is (or was through my 8 night stay) something strange going on with breakfast. Nov 13 - 30th I had 11 stays at Hyatt Hotels, including Hyatt House Dallas, so it's not like I'm unfamiliar with Hyatt's breakfast. This location didn't have as many guests as Dallas, so that's where I lean towards very questionable food safety handling where leftovers are being reused for days or something...

I am writing this letter concerning my and my working colleague’s recent stay at your Hyatt House Property at 3440 Sage Road, Houston, Texas 77056.

I am a Platinum Hyatt Gold Passport member and have been staying at Hyatt properties for the last three years for extensive business and personal travel because of the quality of your properties, but more importantly the quality of your management. During this time period, I have spent 30 nights at Hyatt properties.

However, the week of August 7th through August 11th and August 21st through August 25th I was greeted with what I call a stain on the fabric of leadership and hospitality of Hyatt. The property was excellent, however the failures of the management of this property should be an embarrassment to the Hyatt brand. Noted below is a list of failures on the part of this properties management:

The coffee had a bad taste, reported to management and it took 2 days for them to remove the bad creamer and replace it with fresh creamer that changed the taste. As you know coffee is the backbone to the start of the day for a business traveler. My co-worker reported that her smoke alarm kept tweeting (1:00 am in the morning) and was told that Hyatt House has no maintenance in the evening and that she would have to change the battery herself, requiring her to stand on a chair. This cause me and our boss great concern when we had to assist her in the middle of the night. This is simply unacceptable! There was no mention of parking charges when we checked in. The charges were added to my credit card that I place on file for incidentals. If they would have informed us I would have directed them to add those charges to our corporate card along with the hotel stay. I was subsequently reimbursed by my employer, but the inconvenience was unnecessary. Breakfast - half cooked meats (sausage) one of the days - reported to the front desk. They reacted as if I was bothering them, nothing was done. Breakfast – The toaster was broken every day of our stay. The Manager didn’t really care when I reported it. When I was checking out the manager was arguing with a staff member attempting to blame them for his lack of positive interaction with us while we were checking out and reporting these issues. The employee wasn’t the problem, it was management. In either case, that discussion with the staff shouldn’t have occurred in front of us. Lastly, during my August 21st stay, some of the same issues were still present, but the issue that was the most upsetting was the failure of management to have propane gas for the two grills by the pool. We were set to have an evening of grilled steaks when we discovered that both grills had no propane. When we advised the front desk we were informed that management had failed to order filled tanks. They showed us a total of 3 tanks that were empty. How can this be at a property that bills itself as a home away from home, particularly during the summer months when families are traveling and vacationing? This was particularly embarrassing and inconvenient as we had arranged for clients to join us!

Any property can have issues, it is the management and staff response that can make these problems tolerable. However, the lack of attention or even a sense of concern over the numerous issues we encountered was extremely disappointing. As I said, we have been using Hyatt properties for our business travel for several years now. I myself am a Platinum Hyatt club member.

I would hope that in an effort to retain our business and my personal preference for lodging while traveling, Hyatt management takes these complaints seriously and...

I'm writing this review at 1:00 a.m., but I'll only publish it in the morning, when I check out.

I'm traveling with my baby, and we can't sleep here, even though we have to travel early tomorrow... We can not sleep because someone has aggressively kicked and knocked on my room door three times already. They woke my baby up, very scared, and now I'm very worried about the lack of security in this hotel. I quickly saw two of the criminals through the peephole; one looks older and the other yonger like a teenager. Surely the manager can access the security videos... I'd like to think they're children playing a "bad joke". I'd like to open the door and talk to them so they understand we have a baby and are scaring her every time they knock on the door... However, my survival instinct tells me not to open the door, because anyone who dares to kick someone else's door in the middle of the night surely lacks basic values.

My heart was racing from the shock, and I had 911 on my phone, ready to call if this continued. Obviously, I called the front desk, but they couldn't resolve anything.

They just made excuses saying that someone downstairs had also complained about noise, which isn't a concern of mine or my family's. But it seemed like the front desk employee was suggesting we were the ones making the noise. But the three of us were already asleep when the nightmare began...

On the other hand, because of my job, I've had the opportunity to work as a trainer and stay at many different Hyatts, and this property, definitely, doesn't accomplish the Hyatt brand's standards. It's an older hotel, but that's not the problem... The problem is that it has little or no maintenance at all! The curtains are stained, the blackout drapes are frayed, the windows are also stained and don't close properly, the sofa bed should be in the trash, it's totally unsanitary, the television is very old, the entrance door to the parking garage doesn't work so it's open and unsafe despite charging 25 USD, the only thing that seems to have been maintained and even renovated is the bathroom in the room, which looks clean. As for the staff, I can't say much, since there was no interaction like at other Hyatts; the service was very indifferent, the "bah" experience, I call it, the kind that can be replaced with robots. It's worth mentioning that I wasn't familiar with this Hyatt; we accidentally called to make a reservation at this Hyatt since we wanted to stay at another Hyatt nearby. When we called to make the reservation, we mentioned the rate that appeared online (half of the price) and the person told us that the rate was incorrect since the hotel was 100% occupied. I knew it was a lie but we still decided to stay here. Big mistake, since the hotel is practically empty, there are almost no guests, and if they lie from the start, it already shows how lacking in control and professionalism they must be. I would never come back to stay here again and I would not...