Hyatt Place Houston/Sugar Land

If i could give this hotel a zero i would. The first room i was given had a broken toilet seat with an out of order a/c.maintenance came in to service the a/c and there was a bucket of black water that he filled up from the condesation of the a/c unit. Needless to say this didn’t resolve the issue and I slept in a 80* room with dripping noise all night. The next morning I called again and was told it would be fixed but still wasn't so was given another room.while packing my things i noticed my luggage was wet from the leaking of the a/c. I asked to speak with the manager so she can come to the room but she never came to meet me or even tried to acknowledge or reach out to me, her name is Tawana as I was told. The next room that was given to me the front desk staff met me at to make sure everything was okay. It wasn't, the door was torn up and the furniture looked dated and old with marker writing all over it. I was done with the hotel at this point and went to the front desk to look for the manager again and she was there but speaking with other customers at the bar when I had clearly asked to speak with her early on. I stood and waited for 20 minutes and she still never acknowledged me. This is very unprofessional, poor customer Service on her behalf and I still had to walk away with wet luggage. I was able to receive a refund from expedia to look for some where else to stay last minute. This was very inconvenient horrible service. Do not stay at this location!

The hotel is nice but the front desk lady was terrible. Only flight into Houston had me landing early in the morning. Immediately after getting off the plane I call them to see if I can check in early. The lady goes "12 o'clock is the best we can do". She instantly had a sound of sass but it's not a big deal is what I thought - rules are rules. I thanked her my issue came when I'm sitting in the lobby (for a few hours) and a customer comes in checks in early (0 pushback). So I go up to the counter ask if I can check in early her response was literally "not yet" (again with a voice of sas).

What frustrated me was she gave me no options. Can I pay an additional fee to check in very early? Do you have a business room I can work out of in the mean time? She didn't even do the very basic of saying something like "as soon as we have a room available". All things you would think are routine solutions for a hotel of this price point. What really frustrated me is when another person comes in and asks to check in early and without hesitation was given a room key.

Now you're probably thinking okay maybe they had some special membership. Maybe they stay at Hyatt hotels more than I do and have more points or whatever. My issue is the lack of options or at the very least offer to educate customers. The whole time from the phone call it felt as if I was an inconvenience to them. I wanted to escalate it but it was too early in the morning and I didn't feel the need to argue. My advice for Hyatt give your customers all the possible options and educate them so they can learn from it. Maybe I could've learned from this experience. Educate me and say: "Had you stayed a few more times at Hyatt a few this year I'd be eligible for earlier check in's". Instead I learned nothing and will look elsewhere for my business next time.

On Christmas Eve when I checked in at the hotel, my wife discovered a used condom on the floor by the bed. When I reported to front desk, they said they would report to the head of housekeeping the next day. When I asked to be put in another room, the manager said they were booked. No one tried to apologize or try to find my wife and I another hotel nearby.
The quality of this hotel has gone down considerably over the past year with the worst people now staying there. I will never stay there again.

The location of hotel is fantastic. It's surrounded with small beautiful lake. Weather was pleasant outside and hotel is great service is nice.

We stay at Hyatt at least 2 times a year, and this Hyatt is the worst one we've been to, yet. We booked a room for 5, and only got one bath towel. ONE! There also wasn't any body soap, and no body lotion, but an extra bottle of hair conditioner. On the next day, when we came back to our room after a day out, they took away our perfectly fine big bar of hand soap, and left us one tiny bar of soap. The standard is 2 bars, 1 for hand and 1 for body. Also, on the day of checking out, the housekeeper knocked on our door at 8 in the morning. We were all sleeping, and that woke us up. Seriously? They couldn't wait until we checked out?
We're very disappointed with this stay, and needless to say, we will not be back to this Hyatt when we're in Houston next time.

Rood treatment by ganaral manager on the phone. Her name was Tracy. I called back to let her know I wasn’t able to stay I left right away, because it was to crowded, and someone nocked my door. She said ok have a good day, and hung up

They did not have laundry so we had to drive 15 mins away to get that done. The bathroom door was bigger than the bathroom itself and very difficult to open and close. The toilet seat was loose too. Very uncomfortable. The breakfast was the same as any cheap $60 hotel. We asked them to atleast change the room because we had trouble sleeping on the mattress they had and they did not help us. Flat no. We couldn’t wait to get out of there.

A fabulous hotel in a superb location. The rooms are beautifully appointed, the staff is warm and welcoming and the restaurants are excellent. If there's a better place to be, I haven't found it. This is our second stay here, and we will be back again and again.

Not worth the money paid for a double queen size room. Ripped sheets. Pathetically thin blankets. Ants in the sheets. Very thin toilet paper. Faucet is noisy. No complimentary toiletries. Nice meeting areas. Helpful employees. Clean carpets. Gym was clean. Overall unimpressed for a Hyatt room.

This hotel is a diamond in the rough and off in the cut. The bar sells very reasonably priced adult beverages and the staff isn't bad either. Especially, after a few beverages lol. Top notch.

For the location and price I expected more. It's low class. For the same money I could've stayed at the Marriott and got more for my money in regards to maintenance, professionalism and appearance. Hotel was dirty, things were broken in my room, breakfast was a joke. Hilton has better breakfast. Just not impressed and i usually enjoy staying at hyatt hotels. Hopefully they can fix up this location. Also, elevator smelled like someone hot boxed the whole elevator with weed. Super disappointed.

The rooms are nice but on both occasions when I visited there was only one working elevator. Check in and check out was very easy. Beautiful location

Great front desk staff, cool location.only thing. I had a late check out.and they knocked on the door at minimum 5 times.after I told them, I had a 2pm check out.like what's the point if you're going to keep knocking to force people to leave.it was extremely rude and frustrating. ‍️

Great room over all for the space and natural lighting! We booked a 2 queen and sofa sleeper and had great space inside! Had a small refrigerator but no microwave. The bar was a lot of fun and a small surprise. Amazing access to the river and can walk around and relax outdoors. The breakfast layout is generic but appeared to be fresh. Checking in and out was extremely easy. It was annoying that only 2 elevators out of the 3 were not working so we just took the stairs majority of the time since the staff also uses the elevators.

Clean rooms, nice staff, great view if you're on odd number side. Fair price, decient breakfast, pet friendly. Close to Smart Financial Center for venues. Walking distance to seafood restaurant. I'll be back for another concert.

Horrible hotel I arrived at 1: 50 am, after a 650 mile drive and they said they have no room and that was it. I said I'd already paid and I reserved on your website and he said sorry. He made no other accommodation, nothing at all. Worse hotel chain ever! I won't ever risk being left without a room after midnight by this horrid chain!

The hotel is full of evacuees from LA. We have been here 2 nights and they have managed to keep the building and rooms clean. Because of the amount of people the elevators are a little slow. The staff is very helpful even though they are being asked to do a herculean job of meeting the needs of the guests.