Hyatt Place Houston NW Vintage Park

We had an amazing time. The front desk ladies were absolutely lovely, super friendly and welcoming, and we got two great rooms in different sizes. Our family and friends came over to join us at the pool. Everything there was clean and there were towels, and our rooms were clean and nice too. I was glad the A/C worked, because it’s been so hot outside.

After a long drive, we got into Houston at 11 p.m. for my son’s cross country meet and found out our reservation had been canceled without notice. The front desk said they’d called us, but that simply isn’t true. We booked through our team’s group block, so everything should have been in order. This was the last thing we needed after hours on the road. Completely unacceptable customer service, with zero accountability.

The lobby is bright and inviting, and the staff are super nice. It’s a nice hotel, though not super fancy, and it’s always clean. Great location, too. We stay here exclusively when we’re in town, and I really like it.

The room was noisy because it overlooks the freeway, and the bathrooms had mold. Front desk manager Tansy Collor was rude. She wouldn’t listen, kept cutting me off, and then transferred me blindly to Customer Service. That was some of the worst customer service I’ve ever experienced in hospitality. Beware of being overcharged and then blamed on Hyatt. Corporate wasn’t helpful either. I’m out two days’ worth of charges even though I stayed there for only a few hours during the day.