Hyatt Place Houston/Sugar Land — Hotel in Sugar Land

I wouldn't recommend this hotel at all. I chose this hotel to stay with my husband because it overlooked the lake and had different room options. We chose the King Premium room w/ a lake view. The draw was that the room was bigger and had two windows. We made this reservation on the Hyatt website and specified that we would be checking in later in the night. I made sure to ask a customer service rep on the website if our room would be reserved for us and was assured that it would be. We got to the hotel that night, and upon check-in, we realized the room wasn't the one we had purchased. When we went back down to the front desk, we were told they had run out of that room and gave us a standard room instead. What is the point of a RESERVATION if it doesn't RESERVE the room you choose?? We were annoyed but decided to cut our losses and go to sleep since it was late. The bed was awful. It was so soft it sunk in the middle and caused my hip to ache during the night. Add to that the pillows that were so deflated you might as well have been laying on a flat mattress with no pillows at all. The horrible night sleep I got because of it made me change my mind about the hotel, and so I resolved to check out early the following day and find a Marriot. What sealed the deal on my awful experience at this hotel was the RUDE front desk agent that morning. On the morning of 4/2, I went down to the lobby to check out and gave the woman working the front desk(a light-skinned woman with black nails and shaved blonde hair with a design buzzed in it) my room number. With an attitude, she snapped at me that because I used a third-party site, they would have to charge me for the entire four-day stay and that I would have to get my refund through the site. I replied that I booked my stay through Hyatt, not Expedia or any 3rd party site. She snapped back that "it was a third party site, it might have looked like Hyatt, but it was 3d party site, and we can't do anything, and you'll have to go through them". I told her no, it WASN'T a third-party site and had a confirmation number and email from Hyatt to prove it. She didn't even want to see my confirmation number or email from Hyatt, and she kept telling me it was a third-party site when it wasn't. I asked her what was the name on the reservation she was looking at, and she gave a name that wasn't ours. When we told her our room number and name again, she snapped "k" and didn't even give us a receipt or apologize for her rudeness when she found out we were Hyatt members and hadn't used any "3rd party" booking site for anything. She rushed us out and capped off a HORRIBLE experience at the Hyatt in Sugarland, Texas. I should have listened to the reviews that mentioned you won't get the hotel room you book even if you reserve it in advance, and they will just put you in whatever they had despite what you pay for. And to that woman who checked us out, LEARN WHAT CUSTOMER SERVICE IS! There is no need to be short, snappy, and rude with ANY guest that stays at your hotel. Whether they used Hyatt or any 3rd party site, they are valued guests who chose your hotel out of hundreds of others to visit. When someone says, they booked through the site, maybe as their name and room number again to make sure you don't have your information wrong. Don't be short and impatient with people no matter who you are or what kind of bad day you might have had. I will be calling corporate about this because there is no excuse for any front desk worker to behave rudely to guests who paid for a night...

I recently booked over 35 rooms at this hotel for an organization with people traveling from all over the country. At first, things started off great. I spoke to Shaina Morgan at Fairfield Marriott Group who recommended that instead of staying at her hotel Fairfield Inn & Suited Houston, we stay at Hyatt Place Houston/Sugarland. She connected me with the reservations manager Ryan Brenkus, who was initially very friendly (although I had serious issues where he'd stop responding for days at a time even when time sensitive contracts were due).

At first, it was a simple mixup of an additional charge of hundreds of dollars that we were not notified of till the DAY OF CHECK-IN. We had to hurriedly gather the funds to pay, but all was resolved quickly and I paid it no mind.

The problems started on day one; guests started to arrive and the front desk had no knowledge of the reservation so the guests had to wait in the lobby for hours until the manager came in (because they couldn't reach him by phone). I was told the room keys would be assigned and ready prior to arrival (nothing of the sort was done). They were severely unprepared.

Then, on the evening of day 2, we found out a small number of the rooms had been given one queen bed, instead of two (the price we paid for and agreed to in the signed CONTRACT was for either a king OR two queens), the hotel refused to resolve the issue, stating that they could not move them to the room we paid for. This meant some people had to find new places to stay.

When I called to sort out the issue of the room mixup, I was told by the desk staff named Beth "Well, they're being disruptive anyway" verbatim. Almost as though the guests that were stranded "deserved it" because a few others may have been rowdy while in the lobby (for context, this was a leadership conference). I asked her what this had to do with the specific issue of us not getting the room that we paid for, leaving some guests without a bed and having to squeeze in other rooms. I later found out that the same staff member Beth, as well as one or two other staff members were extremely rude in the face of one of our major guests, telling her in an aggressive manner "You need to leave the lobby, now!" (It was 1am in the morning and there was no policy in place stating that guests could not hang around the common lobby areas).

Shortly after the stay, I realized we never received an invoice or confirmation or anything of the sort, so I called the Group reservations manager Ryan Brenkus multiple times and was sent to voicemail (although the attendant said he was in). I also sent several emails that were read and never responded to (although he was previously responsive prior to our payment). Most recently, I called and was left on hold for over 30 minutes as he refused to talk to me and spoke back and forth between the front desk attendant/operator. It has been almost one month and I still have not received so much as a receipt or confirmation number of my booking.

Overall, the hotel itself was lovely and quite clean. However, as a professional that frequently stays at and books hotels for organizations and large parties, I was extremely disappointed by the lack of professionalism and sheer disrespect demonstrated. I wish I would have just gone with the less expensive sister hotel that was my first option.

It might be a nice choice for basic stay, but stay VERY FAR away if you're looking for good customer service, basic respect, or booking multiple rooms for a group/business...

I grew up in Sugar Land, now I live half way between Houston and San Antonio but I come to Sugar Land almost every weekend and spend the weekend there 8-12 times a year. I normally stay next door, at the competition as it’s cheaper however this weekend they were booked up so I got a room here. Let me tell you I’m shocked. The room was $165 plus tax, then I got there and they charged me another $24.91 saying I was under charged online but couldn’t tell me why. I didn’t want to argue and the lobby looked nice and the hotel next door is great so I just paid. Got up to my room, and the TV was broken (like legit shattered in the top corner) so I didn’t want to get charged for it so I called down to the front desk and guess what, the phone didn’t work other than on speaker phone. I let them know we had to be up at 5am so don’t send anyone up but wanted to be sure I wasn’t charged for the broke stuff. Then 20-30 mins later there is a knock at the door, some guy who could hardly speak English wanted to look so I let him, he confirmed the TV was broken and the phone didn’t work and said he couldn’t do anything about it but take a photo and tell management. In that 20-30 mins I had a chance to lay down on the bed and it’s clapped out, like no joke you sit on the side and it collapsed to the bed frame and you can hear the broken springs popping with every move. He shrugged his shoulders and said “yeah?” When I said something.

I was exhausted and said I’ll deal with it but wanted the manager to call me (checked out 7 hours ago, and I sent the same note to the Hyatt chat online and they said the manager would reach out) still no call or email.

Then get this, checkout is noon, and I came back at 7:30am from an event and confirmed I was good not checking out until noon and she said ok. My kid was changing and my wife was in the shower and without notice the door opens, it was house keeping and they knocked as they opened the door without warning at 9:38am, then immediately closed the door and took off.

Location is amazing, the lobby is great and the breakfast was “ok” maybe a 6/10 on a free hotel breakfast scale…. But the room was clapped out without repair, there was trash in the hallways from guests but no one is cleaning it up, and there was never luggage carts because they were all upstairs in the hallways. I finally got one checking out as it was there from 5pm the day before when I checked out at 11:30am the next day, after house keeping finished our floor, and the trash was still next to the trash can at the 4th floor trash can next to the elevator.

For the price, I’m not expecting a 4-5 star hotel but give me a bed that isn’t beyond broken and a working TV… and for the love of all else, don’t just barge into a room without knocking, there is an expectation of privacy in a hotel room.. people change/shower/sleep in these rooms, this is...