Hyatt House Houston Medical Center — Hotel in Houston

Summary: although there are for sure some issues I have with this place, I still personally love this hotel location and its provided amentities. Love it enough to have come back twice lol

Rooms: both times, our rooms were very clean and modern to my liking. The first bedroom (on the 4th floor?) was more spacious but some furniture arrangements were inconvenient, aka the tv split between the bed and couch area. The second bedroom (on top floor) was smaller but the arrangement made more sense, aka tv facing the bed directly. The bathroom was also bigger with the first room so if you’re someone who prefers space, the first layout should be better for you. Also, those window shades can BLOCK out sunlight fr fr. But maybe it was just bc of our room positioning, but whenever we had the shaders down, it was hard to tell it was even daylight lol. Doesn’t help that the bed always always soft and comfortable with plenty of pillows. Can fr spend hours napping lol. Lastly, there is a safe box you can lock your stuff in if you’re scared of stuff being stolen. However, since I never used it, can’t say for sure it’s helpful besides saying it was provided.

Service: the people I conversed with here were always helpful and friendly. Helped me get ice and water when I was craving it at 2am so shout out to the receptionists people! The cleaning team was also always respectful and dutiful imo. And also, love how they stocked important stuff in the ladies room, really came in clutch ;)

Amenities: loved the pool because it feels like a rooftop pool that overlooks the city. Could be a little cleaner but was nice enough to be able to relax and swim. Never actually used the gym but seems like a decent place to get your workout and water as that’s where the only water fountain is located.

Breakfast: imo, good enough as there’s plenty of the typical breakfast food items. And since you can always get as much as you want, really getting your meals worth. The layout of the buffet is also organized and neat, so it’s easy to come and go. Plenty of seating arrangements too but it can get crowded depending on when you go. Also, the food does alternate around somewhat!

Location: to me, really convenient as its close to the things I’d like to do. Only 5-10 mins drive to Herman Park area and only 15-20 to downtown without traffic. Also located close to many restaurants and shop area too!

With that said, here’s some issues I have with this hotel.

Elevators: they can take forever as there’s 14 floors to go through. And when you’re in it, the speed can be a lil nauseating, at least to me. But more annoyingly, you have to take a separate elevator to get to the parking garage levels. So you can’t just go straight to the parking lot, you have to go to lvl 1 (the lobby) to then go into the parking garage elevator. Not completely horrible, just inconvenient. ALSO something to note, it’s $15 PER night to park. So watch out if you’re planning to park overnight multiple times.

Digital check in: although you can check in online easily, you actually need to use the physical cards to get around. The first time I came, I got into my room with my phone easily but I quickly found out that the parking garage AND the elevators only accept the physical cards as the phone digital key isn’t recognized. So, although you can digitally check in, I’d recommend picking up your physical cards as well.

Last but not least, I’d recommend having more water fountains around the building or at least for sure on the lobby lvl. Although each floor has an ice machine and “water” station, it’s only the ice machine lol. Everytime we wanted water, we had to go to the gym to get it. So, again, not a horrible problem, just inconvenient.

All in all, I’m still very satisfied with my stays here. Modern, aesthetically pleasing, and accommodating enough that I feel at home being able to go in and out easily. Honestly would keep coming back as I love the pool a lot lmao.

NOTE: although you can cast to TV using your phone or laptop, you can’t with your xbox so don’t bother...

Horrible Experience: Long Review: My husband and I came to Houston for a quick get away from home. When looking into this hotel, I seen that it was new and was in a great location for the things that we had planned. Checking into the hotel, my husband and I were pleased with how clean it looked, the front desk representative was friendly, and the process was smooth. As we headed to our room, (#842) we loved how the room was a nice size, had a kitchen, and a nice size sitting area. As I do in any hotel that we stay in, I checked the bed and pillows for any bed bugs and in the bathroom. As a surprise, I pulled the sheets back, there were blood stains on the mattress and bed bugs. My husband and I quickly gathered our things and headed back down to the front desk to speak to a manager. When approaching the desk, I asked this one lady (different from the one that we checked in with) to speak to a manager. She replied, “I am the manager how can I help you?” I went to tell her what happened and what we saw she quickly got defensive and started to get loud and I quote, “It’s no way that’s bed bugs. We are a new hotel, and the mattress just came out of plastic.” I replied, well we can go upstairs together so she can see what we had seen and went on to tell her that we never stated that the hotel was nasty, but you can’t control what other people could possibly bring in with their stuff. This manager’s name is Precious Edwards who stated to be the front desk manager. Instead of this manager apologizing for our inconvenience and seeing what she could do for us, she kept trying to argue with us but never went to see the room for the bed bugs. She then went to the back room to speak to the Assistant General Manager, Stephiane (who never came out to speak to us) and told us that they can take care of the parking since we were paying for parking. We then asked her what she could she do for our inconvenience and that we will need another room. At this point, it gotten late, we already missed our dinner reservation, and I was just really over it. The manager, Precious then said,” Well we can move you to another room but at this moment the only room that we have available with the same size as you all room has a handicap bathroom.” Then went on to say, “We can move you all to this room then tomorrow upgrade you all to bigger room.” We agreed. As we headed to our new room, (#817) not only was this room not the same size as our premium room but it was a down grade room. Due to how late it had gotten, we just got off the plane, and hungry we just said we will deal with this in the morning. The next morning, my husband went down to the front desk (spoke to a new representative named Kimberly-the nice one) and the representative stated that the room that was given to us by the front desk manager, Precious was not the same size and that the hotel was not even fully booked. This representative, Kimberly, stated that she would speak to the Assistant General Manager, Stephiane, to see if they could upgrade our room and give us a $50 credit since we missed our dinner reservations. Later that day, Kimberly called my husband to tell him that the Assistant General Manager, Stephiane said that she will only give us the $50 credit and nothing else. After requesting several times to speak to her the Assistant General Manager, the Assistant General Manager, Stephiane declined to speak to us. Very unprofessional and it was rude. We get better customer service at Chic-fil-la. Just sad. This hotel also has a separate elevator to the parking garage that was down, so we had to take the steps going up and down on one day. Even though the breakfast was free, we never went down to even try it.

Fast forward, we stayed there from Wed, 4/3- Sun, 4/7, and still to this day not one manager called us to apologize for our inconvenience, asked us how things went, to upgrade our room and still haven’t gotten that $50 credit. Our advice, look into...

First, let me start with, I NEVER leave reviews. Secondly, my husband has terminal cancer. Life is very stressful for us, managing full time jobs, both our kids (one is special needs) and pursuing cancer treatments and care for my husband’s health issues. After being told we were out of treatment options by another cancer center, we decided to visit MDA for a second opinion in Houston. This was a super high-stress trip as we were hearing life-changing news, one way or another.

We were originally booked at another international-brand hotel closer to the hospital in the medical district of Houston. We showed up on Sunday, March 5, 2023 to a sketchy parking lot, a dirty room, and moldy air. We immediately started looking for another hotel. I called the Hyatt on Fannin and spoke at length with Patrice. She assured me that even though we would get there early the next morning, she would be sure we could get into our room immediately so we wouldn’t be late to our LONG DAY of medical appointments at the hospital.

We barely slept the night in hotel #1 and promptly checked out first thing in the morning. We drove the extra few minutes further from the hospital and ended up at the Hyatt near the medical center in Houston.

We were immediately greeted by Lane, the bellhop/charter driver, and he was amazingly helpful and friendly. We then went to the front desk and found Patrice (helping another customer) and the manager who stepped in to help us immediately so we did not have to wait. We were given room keys and were in our room, with Lane’s assistance, within MINUTES.

The room was GORGEOUS. Everything was clean. There was even a mini kitchen. The view was awesome.

We were able to save on parking fees and took the hotel charter bus to the hospital that day and Lane was super friendly and helpful. Throughout our stay that week, everyone at the desk was smiling and helpful. They even brewed Starbucks coffee to my preferences. Being a new hotel, many staff members were in training and were really friendly and upbeat. Even the few cleaning crew members we came across were smiling and sweet. Everyone there really seemed to like their job and it showed. The manager was very visible and was clearly intent on providing the best possible customer service in every aspect. Every time I saw Patrice, or anyone else at the front desk, they immediately acknowledged me and said hello.

Breakfast was free. The coffee I got from Starbucks was charged to the room so I never needed to carry a wallet or cash. They had a shuttle that would take you anywhere within 2 miles (which is a lot of places). Most of all, everything was CLEAN.

We are switching to MDA for future cancer care for my husband and will be in Houston at minimum every 2-3 months. We will ONLY stay at this hotel and are already booked for the next visit.

Fun fact – the other hotel charged us extra fees to check out early and tried to charge us almost $500 just for the one night we stayed. I wrote to their manager and had it refunded. This hotel, the Hyatt, made sure we were getting the best rate possible and even checked our future reservation to be sure we weren’t overspending.

Dealing with cancer SUCKS. I shouldn’t also have to worry about being ripped off by hotels or staying in mold-infested places. I have traveled a lot for work and vacation throughout my life. This was one of the best experiences I’ve had at a hotel and probably the newest room I’ve ever stayed in. I almost don’t want to review this and keep this...