Thompson Houston, by Hyatt — Hotel in Houston

First let me start by saying I am a Handicap person. I have waited to do this review because I have been so busy with work, but I just could not let it go. Back in July during the bad storm Berly that we had here in Houston. I stayed at this Hotel, due to the fact most of the hotels in Houston were booked up. I had never heard of this hotel, so I was lucky enough to find it during a horrible time.

When I first arrived the front desk was very courteous and friendly. They assisted with a wheelchair to my room because I cant walk. so the hotel front desk guy and I assume one of the managers took me to my room, which was one of the Hotel Assessable suites. The room was nice it had a handicap shower and plenty of room. The first night was good. Room service was hard to get a hold of but I assumed it was because of the storm that hotel had more guest than normal so that I could understand.

I decided to extend to one more day because my lights( Like most of the city) was still not on.. so I stayed an extra day. The next day.. I called the front desk (which was very hard to get a hold of) and told them I wanted a later checkout time. The girl ask when I would like to check out. I told her around 12:30... I believe it was around 10am when I called. I end of getting dress and decided To leave around 11:30 instead. I assume the Norman check out time is 11:00.. I tried to call the front desk to ask for assistance wheeling me down only to find out my room phone was shut off.. I could get anyone on the phone. The phone was DEAD. I assume they shut it off at checkout which is NOT good in a handicap room.. So I used my personal phone to try and call the front desk. The phone kept going to Voicemail.

I couldn't get ANYONE on the phone, so here I am STUCK in this room. I stumbled to the door, open the door and YELLED "HELLO IS THERE IS ANYONE THERE??? CAN ANYONE HEAR ME"?? I NEED HELP!!!! I felt like I was in a Horror movie! Nothing... I kept trying my room phone again DEAD!!! again I tried my cell phone to call them Voicemail after voicemail. 1 hour past... as I continue to hop to the door YELLIING!!!!! I felt like I was the only one of the SUITE Flour because I heard no humans. after 1.5 Hour pasted, I went to the door again and YELLED!!! Finally, 2 Cleaning people heard me I explained I have been trying to get downstairs people, but my room phone was out and when I try my cell voicemail kept going off..

So these 2 Hotel Cleaning people Wheeled me downstairs to my car so I Could leave. THIS IS UNACCEPTABLE!!! that the cleaning crew had to help me!!! with NO help from the staff... I WANT MY MONEY BACK.. IF YOU ARE Handicap, I advise you NOT to stay at this hotel alone. This is the WORST Event I have EVER had at a HOTEL... I will be requesting a FULL Refund. I spent over $2500 at...

Prior to arrival all seemed okay. Tastemaker team was responsive for the most part and advised the requested arrangements would be ready on arrival.

On day of arrival we were delayed, I did the online checking and also emailed toastmaker team about the delay. I never received confirmation for online checkin and the toastmaker team was completely unresponsive.

We arrived at the hotel and valet was friendly and welcoming. We were a bit taken back that we could not push the luggage carts on the elevator ourselves, but we continued on, carrying our luggage.

Once on 7th floor there was a wait. When we were finally greeted, we were told CC machine was down and we can't get our room without providing cc info on paper form or we have to wait until the machine is back up, after all that the room we booked at least 2 months ago was NOT ready and staff tells us we can stay in a room (same room) but need to move to another room the next day! Completely unacceptable, there was no room upgrade or anything to accommodate this inconvenience, even after we arrived an hr after check in.

The check-in agent was not friendly and had poor customer service skills, no apologies no direct eye contact, just disregarding and not at all welcoming.

They did offer champagne while we were checking in, not sure if this was standard or just a way to calm the check-in as there were a number of people trying to get checked in.

On top of this we finally get our room and the arrangements that was requested was not in the room. After calling the front desk, the toastmaker brings the requested arrangement, about an hr later when we are about to leave for an event and the delivery was not correct. Ugh. Not sure why this wasn't provided by room service.

Also this same checkin agent was again lacking customer service skills, about me taking pictures in the hotel, even though I am not a professional photographer and had no professional gear, she said I could only use my phone camera?? This policy needs to be re-evaluated.

My biggest complaint is the poor communication and customer service. Communication and customer service goes a long way, and really can change the experience. I understand it's a new hotel and you are still working through some snags, but if all else fails, communication and customer service should always be there. I would not recommend this hotel at this time I hope in the next few years they will be more settled in and can revisit at that time.

The check out was pleasant, and the water station was great and the valet service was helpful and accommodating. The reason for the 2 stars.

Note, this hotel was a 4 minute drive to The...

We usually stay at five stars because of the service but decided to give this place a chance. I also don’t stay at Hyatt too often because they do not have a premium credit card which gives you status. Overall the stay was fine but still leaves a lot to be desired. The layout of the hotel is a bit odd. there really isn’t a lobby and you have to go up to the 7th floor to check in. When you arrive nobody really helps you with your bags and had to ask for a bellcart a couple of times. The rooms are nice mostly. The water pressure in the shower was low. The toiletries were nice. The pool is nice and big with a great view. There is one single umbrella for the entire pool. The lack of shade seems by design to push you to get a cabana. The pool cabanas are constantly “reserved” but there is almost never anyone using them. Rubs one the wrong way. There is minimal service at the pool. There is not enough pool attendants and you have to constantly go out of your way to wave one to come over. The service also ends very early. The drinks are extremely overpriced for the lack of service and umbrellas. To get to the pool you have to awkwardly walk through the Sol restaurant. The hostess rudely asked “caaaan I help you?!!” in an unfriendly tone when you are clearly heading to the pool. The food selection at the restaurant is underwhelming. They are opening up two more restaurants on site and one across the street so things might be better by 2025. They did not have any fridges when we arrived to our room. There was never any follow up to get us one. They told us we could use the minibar fridge to store my baby’s milk and “would make a note”. In the entire stay, we only consumed a tiny bag of pretzels. After check out, they added a 27 dollar mini bar expense. Pretzels for 27 bucks or got ripped off for minibar stuff we never consumed? hard to tell without any transparency when it was added after check out and bill was supposedly finalized. Overall the stay was fine but for the amount of money we paid, i somewhat wished I had just stayed at the Four Seasons for better food, service and not being nickle and dimed for shade at the pool or rudely addressed by the hostess. The minibar thing really annoys me because it feels like i am being ripped off. I would happily pay for things I consume. Significant room for improvement. Hope they iron out things. I am likely to give it a chance eventually again but...