Thompson Houston

The holiday decor and lighting was stunning! Staff was LOVELY, warm and welcoming. The atmosphere was elevated and elegant.

I stayed at the Thompson expecting a premium experience, especially since the booking was made through The Edit by Chase, which includes specific guaranteed benefits. Unfortunately, the stay fell well below expectations due to multiple service failures. Throughout the stay, there was ongoing construction noise from the room above that made it difficult to sleep. On the third night, we were downgraded to a much smaller and different room. Due to a hotel malfunction, none of the benefits associated with The Edit booking — including breakfast and on-property perks — could be honored during our three-day stay due to a backlog of several hours wait for breakfast or room service. 1st day our breakfast order never arrived even after water waiting for three hours. Second day, we attempted again but the wait was very long. Third day, we waited two hours but breakfast was brought up by a security manager helping the shortage of staff and half the items were missing. Hotel staff acknowledged the issues at the time and communicated several times, during the stay, and upon checkout that they had reached out to Chase and that a refund would be issued as resolution. However, after checkout, the hotel later denied authorizing any refund, creating a frustrating and unresolved situation. Separately, a personal item left in the room was reported missing shortly after checkout. CCTV reportedly confirmed the item entered the room but did not exit with us, yet it has not been recovered. While the property itself is beautiful, the handling of these issues — particularly the lack of follow-through and accountability — was disappointing. I hope management and corporate leadership address these gaps, as they significantly impacted what should have been a seamless, high-end stay. Very disappointed that Thompson did not keep their word for a full refund. Chase attempted to contact the front desk again tonight and staff member on duty said there were no notes for a refund which shocked me, as a staff member verified several times that that they would issue a refund.

The location was great, everywhere we wanted to go was within 15mins away. Staff was very friendly and helpful. Valet guys were nice and recommended us to a great spot to eat at. I would definitely come back in the future.

Hard bed, smelly toilet. Sandpaper towels. Restaurants forgot my wife’s order until everyone else finish their food. Complementary drink has brown and old mints. Wasn’t drinkable. Self parking cost as much as Valet($65). I stayed at the four seasons before and I would rather pay more to stay there than at the Hyatt Thompson. I can get a microwave and a small fridge in my room at the four seasons.

The valet was very courteous and quick service. The employees were polite and careful with the vehicle ………………………………….