Hyatt Regency Houston Galleria Needs Some Work

Last week, I stayed at the Hyatt Regency Houston Galleria for a one night business trip.  The hotel is new, was close to my meeting, and was priced competitively so I decided to give it a try.

I landed at IAH around 6:30 and took an Uber to the hotel.  The Galleria is far out and the weather in Houston was terrible so it took nearly an hour.

I arrived at the hotel and was pleasantly surprised.  Check-in was smooth and I had my keys in a matter of minutes.  While the bar looked fun, I was tired and had some work to do so headed upstairs to order room service.  I ordered a Caesar Salad and a side of fries.  Simple enough or so I thought.  I was quoted 25 minutes which seemed fast - having served room service in two hotels in two different parts of the country, not sure why anyone would quote 25 minutes.  Strike one.

I got to work and 45 minutes later figured I'd call down to check on my order.  They said they were working on it and that it would be up shortly.  20 minutes later and no knock on the door so I called down again.  This time, I was told that the server was in the elevator.  This is a 14 story property and my room was on the 8th floor.  How long of an elevator ride could that be?

After 15 minutes, I called down again.  I was put on hold while they checked with the kitchen.  I was told that the server had 3 stops on his way up and I was last...the knock on the door should come soon.  By this time, it was nearly 9PM and I was hungry.  Finally, after more than 80 minutes my salad showed up (no fries).  The server was apologetic but I never saw those fries.

I had an early meeting and the weather was supposed to be bad again.  I filled out the door hangar for a 6:30 breakfast.  Same thing in the morning.  I had to call multiple times before my order showed up around 7:20.  I had to be out the door at 7:30.  Strike two

Hyatt's Twitter team (@Hyatt Concierge) was helpful during the process and I ended up with 5,000 HGP points for the inconvenience.  This is a new hotel so I'd like to give them the benefit of the doubt.  But this is basic stuff - if you're going to be a business hotel, you have to help people get food, get it fast, and get it on time.  That's the whole point.  In the scheme of things, these are small details.  But in the moment, certainly a PITA and something I hope the hotel improves.