Hyatt Regency Houston Downtown — Hotel in Houston

I checked in with Taylor. She and another lady were extremely nice. I only stayed one night because I was there for a specific event. Upon entering the room, I didn't have much time so I immediately hopped in the shower. To my surprise the tub had hair in it and it was also clogged. My hair is short so it could not have been mine. Again, I was late so I let it go. As I was leaving to go to the event, I informed the front desk staff of the issue but I told them that it was pointless for me to change rooms because I knew that I would be leaving the next day. Thankfully, they did send maintenance to fix the clog. Went to the event, came back, sat in the chair in the room and to my surprise there was a dirty men’s sock. At that point, I was annoyed but it was 3 AM. The next morning I called to speak with housekeeping regarding the room. I spoke with the manager on duty, Ms. Summers. As soon as I got on the phone with Ms. Summers, I informed her that I was leaving that day and that I did not want anything for free but I did want to let her know that the room is dirty and I have pictures. Ms. Summers went on to tell me about their protocol and how they have meetings every morning, how they are supposed to use some form of tape that insures that there isn't any hair anywhere in the room, etc. Then, she proceeds to tell me, and I quote, "Unfortunately, you booked through a 3rd party so I can't give you a free room." #1 Her statement is a complete lie, this is not my first rodeo. #2 I clearly stated in the beginning of the phone call that I don't want anything for free because I am leaving. So, after I informed her that she has poor communication skills because she had not heard a word I said and I how I don't need anything for free because I can buy whatever I want when I want. She then proceeded to yell at me that I was threatening her. Where in that statement is there a threat? Is she assuming that I am going to attempt to buy her? Is she selling something in the hotel that we don't know about? I was baffled and told her that I now understand why the room is dirty. If management doesn't care, why would the employees care? I was nice to everyone. I was even nice to her until she decided to make an assumption that I was only complaining in order to get something for free. If I wanted something for free, I would not have gone to housekeeping, I would have spoken to the business manager. Someone that actually has power. I was merely informing housekeeping so that they could reprimand their own department without getting their superiors involved but that is not how Ms. Summers operates. She chose to not only waste my time with her assumption but ruin my experience with her nasty attitude. I do like the Hyatt but I do not understand why the housekeepers are allowed to sit on the clock and do absolutely nothing nor do I understand why management thinks it is okay and why they would assume that simply because someone is giving constructive criticism that it MUST mean they want something for free. Completely unacceptable.

Also, I was informed by Henry at the front desk that this particular location doesn't have a General Manager so I am inclined to believe that due to there not being proper management, the employees feel as if they can do whatever they want. I can tolerate a dirty room but someone assuming that I want something for free even after I informed them that I am only informing them of the lack of cleanliness is ridiculous. She lacks proper communication skills. She listened to respond instead of actually hearing what I was saying. I am confused on how she is even in management. Maybe I just caught her at a bad time.

I will try my best to judge your location based on the Hyatt brand and not the actions...

Had our wedding reception here at their ballroom in February. Of course, we had high expectations because Hyatt is a well known hospitality company... Unfortunately, our experience was not as good as we thought it would be. Catrina was our event coordinator and I will say that she was very responsive and proactive until we booked everything and signed the contract with them. Post that, they didn't care much. They also did not deliver on a lot of things that they had promised.

There were two doors in the ballroom and they agreed that we can cover one door so we can put the stage on that side. In the last minute they refused to close the door - because apparently it's an emergency exit (was it not when you made the promise of closing/covering it?). This was a problem for our decorators as they had planned everything accordingly. This was also a big disturbance during the event - people walking in through that door during the speech/toast.

The elevator that our decorators were promised was not working on the day of our event and this added so much time as they had to bring all the big and bulky things to the venue in a small elevator that was also much further away. This delayed everything significantly.

They promised us a honeymoon suite complimentary for the night. We asked if we could get it 2 days before the reception because that was the date of our traditional Indian wedding. They said no it's not available. So we said okay we'll just take it on the day of our reception. I don't know what they understood from that, they decided that they weren't going to give us a honeymoon suite AT ALL. And we found this on the day of the event. It was horrible. They were not even sorry and said that we were the ones who didn't want it so they gave it to someone else!! We ended up getting a regular sized room instead. I mean, we are doing a big event there. The least they could've done is make up for it, offer the honeymoon suite on another day/month any time in the future. And we would've taken it but they refused.

They gave us a small room and some chocolate truffles instead. I don't understand how that makes up for this big mess they made?

Instead of having a smooth event, it felt very stressful. Which NO ONE deserves on their reception. We were really stressed about the decor and the door.. And at the end of the day we couldn't even go to the honeymoon suite that we thought we had.

Eventually they offered us coupons for their restaurant (which is Temporarily closed as of now).

Our event was beautiful nevertheless. Surrounded by our friends and family! But event management was poorly done by Hyatt.

Bottom line is NO I do not...

I only gave this a 1 star cause you can’t give them 0. TERRIBLE EXPERIENCE TBE ENTIRE TIME. When I booked this flight it was a note stating if I was going to be arriving late to call to make sure your reservation isn’t cancelled so I did. The day of my flight I chose to give them a call just in case no one put the note in. I called SAME day to let them know my flight doesn’t land till 9 so I’ll be there around 10 10:30 depending on traffic and getting out the airport. Once I got there a lady with curly hair checked me in never said anything was wrong got my card charged it $200 for incidentals. Fine. NEXT day I left to get some food came back my card didn’t work. I was told that I had to give a form of payment because my credit card was declined. When the whole time I have been checked my statement on my app to see that the $200 was already taken out on hold as they say. they go on to tell me that I still needed a former payment and it was only going to charge me $100 this time for my incidentals. When she explained it to me why I had to pay the hundred dollars was because that they booked me for a new room Because the person that checked me in, didn’t take out the no call no show. so when the next day the employee came in, I guess they locked my card or whatever happened and had to book me a whole new room now I have to pay extra hundred dollars because of I had to rebook it. Now Last day when it’s time to leave, I went to go get some food before I left to go to the airport. I come back to my room to check out. And I had lost my key so I had to get another one just to let me in to get my bags because I’m ready for check out. The guy goes on to tell me that I need a card on file and I’ll go to explain to him why do I need a card on file when it’s time for me to check out? He goes on to say that there was no charges that he’s can see on the computer. He can only see the hundred dollar charge that was made the second time that my room was rebooked. Finally within five minutes after talking to his manager, he gave me a room key so I can get my bags out of the room and then I checked out all in all I would never stay at this Hyatt ever again and if you don’t want to be played with your money or to mess up your trip I wouldn’t stay here either. There’s definitely some funny business going on...