Hyatt Regency Houston/Galleria — Hotel in Houston

We are grossly disappointed at the treatment we received at the Hyatt Regency Galleria from the manager on duty (Sarah). Unfortunately, we experienced one of the most embarrassing and shameful acts of being RACIALLY PROFILED. After a long travel day, we checked in on 10/29/22 around 9:15 pm. Our host graciously secured the room, and they provided raving reviews of the outstanding customer service and hospitality of the property. Sadly, the leadership representative failed to uphold this truth. The first offense occurred when we were not greeted at the front desk to check in and settle in for the evening. As I was giving the reservation name, my father observed and proceeded to capture the ambiance of the decor with an image; she began to yell at him aggressively, which was unclear. We couldn't understand exactly what she was saying and struggled to understand why she spoke to us with such aggression.

When I finally made out what she said, she advised in an aggressive and condescending tone that pictures and video were not permitted. I asked her to please change her tone and expressed that she didn't have to speak to my father or me in such a disrespectful manner. She barely wanted to give me her name when I asked for it and denied my request for her business card. One of the staff said her name was Fawna, but once our host called back to rectify the situation, she provided the name, Sarah. I requested her role, and she confirmed she was the manager. I asked for the General Manager's name and business card, and she refused, advising me to contact corporate. She dismissed us and never attempted to rectify the situation. Instead, she chose to continue to treat us with contempt.

She half-heartedly apologized as we expressed our concerns over our unwarranted mistreatment; however, to no resolve, she continued to yell at us about the picture/video policy. We are honorable and respectful people who abide by policy and procedure. If she had explained the policy to us professionally, we would have complied willingly. It was an innocent action that turned into a hostile encounter.

We were treated poorly and without regard. I'm sure the Hyatt Hotels Corporation leads with the highest quality of customer service and executes a policy that requires guests to be treated equitably. In addition to the very upsetting and traumatic experience. We witnessed the drastic difference in treatment between a Caucasian male guest immediately after this ordeal. Upon entering the hotel, he was greeted with dignity and respect, indicating that it was indeed because of the color of our skin (African American).

It is disheartening that people like this manager lack the emotional intelligence and common decency to treat everyone with the same respect regardless of their skin color. We are very troubled by this manager's actions and seek to discuss this disparaging event with the corporate office...

Nov16th - arrived to check-in. checked WOH app and website for hotel and suite was available. at check-in, spoke to front desk agent and he said to me that suite was "not available" at check-in, despite me showing that the website shows suite was available. Agent told me to check in with him the next day. Nov 17th- arrived to room after conference during the day approximately at 5-6pm. Spoke with same agent again and he said he would "look into it". Arrived to room and TV was not working and said that we were "checked out". Called front desk and spoke to different agent and she informed me that "we were in the wrong room and that we should have gotten the suite yesterday". Moved our belongings to our new room that night and the shower water was cold. We left water on for 15-20 minutes and it was still cold. Sink water was cold. Went to speak to manager, Farrah, downstairs and explained everything to her. She was very attentive to our needs and made me feel like she cared and I'm sure she did. She said she would submit us for 8,000 points for our inconvenience and told engineer would check our room tomorrow morning. Nov 18th - arrived to our room in the evening again. Asked front desk agent if engineer checked our room and it was never passed on. Engineer apparently never went to our room. Engineering arrived to room an hour later and hot water was working all of a sudden. Nov 19th - no issues this day. no points placed in WOH account yet. asked manager to update and she said the points are pending approval Nov 20th - asked again on point status and they are still pending approval. We have checked out this day. Nov 21st - Post check out, called front desk for 30 minutes, and NO ONE was answering. attempted to call at various times during the day and evening. Called one more time and spoke to front desk agent and they first greeted me on the phone by saying "we are very busy right now". I was shocked at how they initially greeted me!! I have globalist free breakfast and was still charged approximately $19 from the kitchen and explained this to her and she said to me "call the kitchen manager" and transferred me to the kitchen. Of course, the kitchen did not answer. Nov 22nd - called 10 times again and no Answer AT ALL.

This was the WORST Hyatt experience I have ever had. I have never been treated like this as a globalist before and Hyatt is the ONLY hotel chain that I choose to stay at. My Hyatt credit card still has a charge of $18.26 and no one has addressed this with me yet. I'm very disappointed and angry with my treatment here and I am hesitant to stay at Houston/galleria or Hyatt ever again. One thing after another bad thing kept happening at this hotel and I'm not sure why.

I would like a SUPERVISOR outside of the hotel to please contact me and explain why I was treated this way. This was absolutely...

Overall Experience: Disappointing due to severe customer service failures and persistent billing errors.

The Hyatt Regency Galleria provided standard accommodations and event facilities consistent with the brand. However, the experience was marred by significant and ongoing issues with billing and customer service.

Billing Discrepancies and Customer Service Failures:

Upon check-in (May 2024), a simple request to update our payment information escalated into a complex and frustrating ordeal. A clerical error led to our credit card being erroneously linked to another guest's reservation. This oversight resulted in an unauthorized charge to our account.

Resolving this issue has been an arduous process. Initial attempts to rectify the situation with both the hotel and Hyatt’s customer service were met with incompetence and a lack of urgency. We were consistently provided with incorrect information and misleading advice.

Despite multiple contacts with the hotel and Hyatt, the problem persisted. It required significant time and effort on our part to investigate the issue, identify the root cause, and secure temporary resolutions. Even after a supposed resolution, the unauthorized charges recurred.

Specific Issues: Incorrectly linked credit card information to another guest's reservation. Unauthorized charge to our account. Inconsistent and inaccurate information provided by hotel and Hyatt customer service. Broken promises and delayed responses from hotel management (Luis Jimenez and Evgeniia Podkladova) Recurrence of the issue after a supposed resolution. Charged same amount July 24, 2024 after refund issued 7/1/2024. Remains unresolved as of the date of this review.

Conclusion:

While the hotel's physical amenities met expectations, the extreme difficulties encountered in resolving a straightforward billing error are unacceptable. The level of frustration and inconvenience caused by the hotel's customer service department is unprecedented. Based on our experience, we cannot recommend the Hyatt Regency Galleria to other guests.

We believe that the hotel should take immediate steps to address the systemic issues within its billing and customer service departments to prevent similar experiences for...