Hotel Zaza Houston Museum District

The staff is friendly and helpful. The location is excellent for accessing museums. Guests love the comfortable rooms and amenities. The accommodation has beautiful pools, a fantastic spa, and a Tuscan vibe.

Accomodation and location was great and staff were over the top. However, the food is appalling and way too expensive. There are also many small additional charges for everything that really add up.

I had high expectations for Hotel ZaZa Houston, having stayed at the Hotel Zaza in Dallas which I loved (my brother had his wedding there many years ago). Unfortunately, my experience fell short, beginning with check-in. The front desk agent was abrupt and unwelcoming. After handing me a key with no further direction, I had to return to ask where the elevator was and how to get to my room. For a hotel of this caliber, I expected better hospitality from the start. I booked through American Express, which typically includes benefits like complimentary breakfast. This was the first AMEX booking I’ve made where breakfast wasn’t honored, despite it being part of the usual package. There was a $100 resort credit, which I appreciated, so I used it for a light dinner and drinks at the hotel restaurant on my first night. We were a party of three staying for two nights and had reserved a double room, but the beds were surprisingly small—too cramped for two people to sleep comfortably. I asked to change to a room with queen beds but was told they don’t have any. I then requested a rollaway bed and was told it would cost an additional $100. That, combined with mandatory valet parking at $60 per day, left me feeling nickel-and-dimed. Frustrated, I decided to check out early. I spoke with the front desk manager, who initially said they couldn’t waive the second night due to AMEX bookings going through a third party. However, when I contacted AMEX, they confirmed no third party was involved. After following up with the manager again, she eventually agreed to let me check out early without penalty, though the situation felt unnecessarily complicated and poorly handled. Upon checkout, I noticed the $100 resort credit had not been applied to my dinner bill. The hotel explained that the credit only applied to two-night stays, so since I was leaving early, I no longer qualified. This was frustrating, as I wouldn’t have dined there without the credit. To their credit, they later called me and agreed to honor the $100 credit after all. Overall, this stay was marred by a lack of clarity, poor customer service, and hidden charges. For the reputation, I expected far more. I won’t be returning to Hotel ZaZa Houston, and I’d caution others—especially AMEX cardholders—about the lack of follow-through on expected benefits, and the small beds if you have 3 people in a double room.