Hyatt House Dallas/Las Colinas — Hotel in Irving

EDITED The Hyatt contacted me and made this wrong right. To be clear this was still a horrible stay, but I have had great stays in the past as well. They have made this right, updating from 1 star 3 stars.

This is by far the worst Hyatt experience I have had. I am a member and all of my previous experiences have been 4 or 5 star. I'll start from the beginning. We requested early check in at Noon. We called on the way there (about 9am) and Stephen (manager) said we would be able to check in at Noon with no problem. When we got there around 1215pm, Stephen told us he didn't check to make sure the room was clean, and it was not clean so we could not check in. Later that night when we checked in, our card was charged $40 for an early check in fee! We did not check in until 830pm, yet we were still charged. This charge was later reversed, but it was a preview of how bad this trip would be. As soon as we walked in, we noticed a small puddle in the kitchen. It seemed to be coming from the kitchen sink. We opened the kitchen sink and there were towels there to stop a leak. They knew there was a leak, but used a towel to stop it instead of putting us in another room. We requested another room but no other trios were available. By an hour after we got there, we had to go to the lobby to get SEVERAL towels, as the leak had gotten severe. Housekeeping was "not available" so we had to go get the towels ourselves. So after all of that, we go to take a shower, and one of the shower heads has mold growing on the bottom right corner of it, about two inches wide. I don't know about anyone else, but I don't want moldy water coming onto my body. Because of that we were limited to only one shower for our 3 days and 2 nights there. Keep in mind our family has 5 people so not having that 2nd shower was a big inconvenience. Back to the sink, on the evening of our 2nd day there, we finally had someone to come and fix the leak. Nice man named Jose. He thought he had it fixed and so did we, but about 2 hours later the leak started again. We checked out the next morning, and the lady at the front desk (hispanic lady, I cannot pronounce her name) told me that she would charge us 150 a night instead of 250 a night for the inconvenience. I thought that was fair even though I wanted a whole night comped for the messes we had to deal with. She took my card, ran it, and on the receipt it had the original amount. I asked her why this was the case, and she told me that it would "take about an hour" for the discount to go throw. Here we are more than a day later and still nothing has shown up. This is BY FAR the worst hotel experience I have ever had, and as a long time member (since 2009) this will probably push me to not ever use the Hyatt brand again. It was really really bad a I do not recommend this...

When we first arrived to check in we were told our room would not be ready for another hour. The lady at the desk wasn’t very pleasant about it but we left and returned after more than an hour had passed and another employee was present then. I believe her name was Nancy and she was a delight. Best part of our stay!

Once checked in we drove to our building and walked up to the third floor. There are no elevators. There were a few loose steps that made the process a bit precarious.

The room was dated but appeared clean and the beds were comfortable. There was a stain on the couch that ensured we would not be sitting on it. Only one bathroom had toilet paper. We had dinner reservations so we got changed and headed out.

Upon returning for the night we stopped in the lobby, where I mentioned to Nancy that we did not have toilet paper in one of our bathrooms. She apologized and explained that the truck had not arrived and they were out. She herself had none in the employee bathroom and suggested we use Kleenex.

The next morning my husband showered early and left for his meeting. When I went to shower awhile later, the water didn’t work. I tried to call the front desk but the cord to the phone in my bedroom wasn’t even connected. Even after plugging it in there was no connection. I tried the one in the other bedroom and it also did not work. I looked up the main number on my phone and called down to be told that they had a leak and the repair people shut off the water, they did not know when it would be functional again. (As of check out time it had not returned.)

The breakfast was mediocre at best. The pool was closed because “it had rained and they needed to check the chemicals”. The chairs in the lobby are tattered and the property has certainly seen better days. When we tried to go to the bar the systems were all down so they could not sell anything / receive payment for any drinks.

Overall, this hotel lacks most of the things I think of when I book at a Hyatt branded property. While I can appreciate that things happen, like the supply truck not showing up, the idea that a Manager wasn’t able to make a Walmart run seems unreasonable. Additionally, not letting people know that water would be shut off seems like an oversight that anyone with a basic understanding of hospitality would be able to address more appropriately.

It’s a shame that the property is not better cared for and managed as they do offer room arrangements that are great for families and the location...

So many things went wrong!

1. checked in Saturday 10/5/24 went to the room drop our things off left back out came back around 10:15 pm that night only for find makeup on the pillow cases and make up on one of the towels. Then once we pull the covers back there was hair on the sheets. Call the front desk off my cell phone because they don’t even have cords to the phone for you to be able to call from the room! She had me to pack up all our stuff and come to the front desk and get another room get there she tells me it’s on the back side of the hotel where it’s wooded and pit h dark on that side, I had small kids with me. So go back to the front desk by this time it’s after 11 pm and we are all exhausted so we go back to the I’m first room. Day (2) Go to the front desk to report all the problems and get clean towels, no clean towels and that housekeeping will be coming to do a deep cleaning ! Also I was told we will have you to another room, left the hotel only to get a call there’s no rooms available to accommodate you and your family, so again in that same dirty room. Day 3, Monday went to speak with the general manager, she stated that housekeeping will come and do a deep cleaning and she will refund for 1 night. And she will talk to the housekeeping manager and make sure the room would be clean.Get back Monday night around 9 pm only to walk in and the dirty towels trash, etc are still there! Call the front desk off my cell phone again and the general Mangers comes to my room to see everything and then tells me “I can’t explain to you what happened, she doesn’t have an excuse to why it still wasn’t done again today and she would refund another night. It’s not about the refund it’s about the time I took off from work for a few days to come and relax and destress but instead I was more stressed then I went, didn’t sleep well at all not one night I was there. Then in the room stuff falling from the ceiling on to the bed. This place needs to be closed down. Then instead of a hold on my debit card, they charged me the full amount on Sunday, now I was given a refund and now it’s hell getting my money back they now hang up in my face and won’t answer after that . I had to have my cousin call on 3 way and they answered then hung up on me! Them I called corporate and my cousin called back and they told her that they did the refund yesterday, when in fact it was supposed to be done on Tuesday....