Hyatt Place Houston-Northwest / Cy-Fair — Hotel in Jersey Village

My recent stay at this hotel was one of the worst experiences I've ever had! Despite initially checking in without any issues, things quickly took a turn for the worse. The bathroom light kept flickering, which was a minor annoyance. However, the real problem arose when the air conditioning suddenly turned off during the night, and it was almost 81 degrees in the room. As someone with a pacemaker, this was extremely uncomfortable and concerning for my health.

I immediately contacted the front desk and spoke with Aaron, explaining the situation. To my dismay, he informed me that they were aware of air conditioning problems in some rooms, but maintenance wouldn't be available until 9 AM. This meant enduring several hours in a sweltering room with no resolution, especially with triple-digit temperatures in Houston. No one had mentioned anything about these air issues when I checked in, which was frustrating.

I emphasized the urgency of the situation due to my pacemaker and my inability to sleep in a hot room until maintenance arrived. Aaron's proposed solution was to move me to another room after 12 PM, but since I was only staying for one night, that wasn't a feasible option. He then suggested I simply turn the AC off and back on, which I had already been doing for half an hour prior to calling. It was a disappointing response considering the circumstances.

Morning came, and I called the front desk again to check if there was any progress or if a manager was available. Mrs. Holly assured me that maintenance would arrive at 9 AM and promptly sent Mr. Alex to address the issue. He arrived around 9:45-10 AM and informed me that the AC needed drainage, which would require cutting off the power near the restroom. It could take up to 45 minutes to an hour to fix. This further aggravated me, as it seemed like a delayed resolution that would only benefit future guests, not my immediate comfort.

During checkout, I spoke with the front desk manager, Mr. Michael, to relay my dissatisfaction. His indifference was apparent as he seemed disinterested and handed me the general manager's card, apologizing for his lack of decision-making authority. He also offered a coupon for an appetizer at Texas Roadhouse, which was hardly compensation for the amount I had spent on the room. What my partner and I wanted was a pleasant evening away from home, not free food.

Considering my previous positive experiences at this hotel, I was deeply hurt and disappointed by this incident. The lack of care and assistance throughout the ordeal was completely inappropriate. I had chosen the best room available and didn't mind paying a premium, but instead, I had an utterly unpleasant and disheartening experience. No one seemed concerned or willing to help, leaving me feeling trapped...

Extremely Disappointing Experience – Never Again

We recently stayed at this hotel for 3 nights, and our experience was nothing short of a nightmare. Upon check-in, we paid for the entire stay along with a $100 deposit. However, every single day, we faced issues with our room access cards, which mysteriously stopped working each evening. This forced us to return to the reception daily, where we had to argue with different receptionists to regain access to our room.

Despite having a booking confirmation and proof that our account was charged, the hotel repeatedly claimed that we had not paid. Each day, they insisted on additional payments, promising to refund us later. Unfortunately, we initially paid extra, but after realizing something was off, we blocked our cards to prevent further unauthorized charges. The situation reached its peak on our final night when they falsely claimed our reservation was only for 2 nights and demanded more payments, plus an additional deposit.

The primary person responsible for this mess was Defeny, who was acting as the temporary manager. I have never encountered someone so rude, unprofessional, and utterly incompetent in a customer-facing role. She wasted nearly 5-6 hours of our time arguing with us, even threatening to call the police on two consecutive nights. We agreed, knowing we had done nothing wrong, but it was shocking to experience such hostility.

Throughout our stay, Defeny continued trying to charge our cards for random amounts—$100, $76, $7—despite our payment being fully settled. Thankfully, we had blocked our cards by then. Ultimately, we were refunded our deposits, but the entire ordeal was a stressful and chaotic experience that left us questioning the hotel's integrity.

This situation could have been easily avoided with proper training and better customer service. Defeny’s behavior was unacceptable, and it was clear she has no interest in her job or her guests. The level of incompetence we experienced was shocking and unacceptable for a hotel under the Hyatt brand.

We will never stay at a Hyatt property again, anywhere in the world. The stress, wasted time, and disrespect we encountered at this location were simply...

Starting off with the "quality" of the rooms.

Room 520:

The shower does not drain. The shower tile was falling away from the walls in several places. Shower soap dispensers completely empty. The toilet tank swayed and was loose with the slightest touch. Any other problems this room had I didn't have time to notice since we moved rooms.

Room 425:

White curtain did not hold its position and the chain seemingly did nothing to control it. Once again the shower tile was falling away in two or more places. AC absolutely would not cool the room despite setting the thermostat to the lowest setting and cycling through the operating modes. The desk lamp flashed uncontrollably when powered on. The toilet seat was half attached, and seemed like it would slide off quite easily.

Room 317:

White curtain barely functioned but after checking the chain I found it was jammed and was able to fix it back to working order. Once again even more surprising the shower tile was coming away from the wall in two or more places. White powder substance present on top of the soap dispensers. The hot water to this room was barely functional and took a period of time to begin flowing but only after some knocking noises occurred in the wall did it actually flow consistently. There was also a piece of gum stuck to the arm of one of the bedside table lamps. Disgusting. A handful of the towels and wash clothes had stains on them. The towel rack located in the shower was also rusting.

Overall the rooms had several quality issues and not a single one of the rooms we stayed in was close to being perfect. There were many more quality issues with the rooms I didn't even list here due to the sheer quantity of mistakes and failings in these rooms.

The front desk personnel were attentive to the issues and offered to move us both times we reported issues but it was quite ridiculous having to move two times and still not have a perfect room. The hotel is in serious need of refurbishment with this many problems present.

I would not recommend anyone to stay at this location...