Hyatt House The Woodlands / Shenandoah

The location was easy to reach once we figured out the back way in, and the hotel was clean. Our room was smaller than we expected and had no closet. There were only three towels for two people for two days, so we started out short on towels and washcloths. Housekeeping comes every other day. When they did come, they took all the towels and washcloths and left just two towels and one washcloth, even though we were booked for another two days. I couldn’t make sense of that. Getting more from the front desk was a hassle. I waited over ten minutes before anyone came out, and there wasn’t a bell to ring. It was also disappointing that coffee was only available in the morning during breakfast hours.

The location is nice, but we weren’t given the room I’d reserved, and my kids broke out in a rash soon after we checked in. I had to give them several rounds of Benadryl, and we left at 3 a.m. because it was unbearable. The room wasn’t very clean either: there was a used tube of chapstick on the sofa and rocks or crumbs in the shower. I told the front desk, and they said they “don’t have bugs.” They didn’t offer us another room. She just shrugged and let my family leave in the middle of the night. It was embarrassing for Hyatt. I’ve stayed at lots of Hyatt Houses, and this one doesn’t measure up to the others.

I’ve stayed at Hyatt House hotels twice a month for the past year, in different parts of the country, and it’s always been a pleasant experience until this. I arrived at 10 p.m., ready for bed, only to learn they’d overbooked and canceled my reservation without telling me because I booked through a third party. No email, no call. The staff did offer to call around and help me find somewhere else. After sorting out another place, I finally got to a hotel at 11:30. This shouldn’t happen. I don’t care that I used a third party. Honor the reservation!

Our stay met our needs, though the hotel would’ve been more convenient if we’d wanted to be in the Woodlands itself. It’s a newer property, much newer than the Hyatt Place Woodlands, and our room was nice with a small kitchen. We got good service overall, but there was some road and train noise. Breakfast downstairs was the usual Hyatt House and Hyatt Place offering, and a disappointment.