What to expect
- Sleep Quality
Last 5 reviews
I have stayed at this property many times. For some reason my New Years stay was horrible. I didn’t have a comforter on the bed I was sleeping on. I called to request one and it was NEVER brought. Upon check in there were over 80% of the guest NOT WEAR MASK. Than to top it off I was charged more money AFTER I checked out of the property. I attempted to address my concern with both the Front desk manager Andrew AND the General Manager Mark but didn’t get much luck. Instead they made a FALSE allegation due to a BAD review another customer wrote. Let’s say they get VERY upset about bad reviews so they make up lies. I encourage ppl to write a review rather it’s good or bad. Keep a paper trail also because they LIE to protect themselves.
NICE ROOM HORRIBLE SERVICE
First things first during my stay for New Years my vehicle was lost by valet multiple times, they were not enforcing mask in addition the room I was in had a toilet that didn't completely flush. We were unable to change rooms because they were at capacity. I spoke to a manager by the name of Andrew who assured me I wouldn't get charged for parking however after receiving a bill, I was charged an additional $100. When i spoke to Andrew again he changed my rate without my knowledge or explanation; basically stole money from me, and refused to change it back to the rate I originally booked. Andrew stole from me and i'm sure this is not his 1st offense
Maskless guests everywhere!
During my visit, the hotel was not enforcing mask laws. It was difficult to get on an elevator without being exposed, and in order to leave the hotel, I had to walk through groups of maskless guests. This did not only happen once - it happened every day of my 6 day stay. I never saw any security guards during my 6 day stay, so they certainly were not enforcing the law. I addressed it with staff members 3 times, and they blew me off every time. They were actually assisting maskless guests at the front desk without saying a word. After my departure, I reached out to the general manager, who said all the right things. While I appreciate his response, it does not negate my experience. I expected and deserved better health & safety precautions from a hotel of this stature.
Lack od details
The hotel is very good and the service great. However the small details are not taken care off. I understand the new challenges because the pandemia, but to put so cheap cups in a hotel like this is disappointing. There are cups a lot better, still one use, and the cost maybe is 30 cents more. Also I request a dental kit, I have received better in hotels way less qualities, and again the cost of having something better is minimal. Two bottles of water in the room which is good. I love the tendency of having a small empty refrigerator which you can fill with whatever you like, but the store at the lobby is not very good. However getting into the mall there is a very good convenient store.
Great Customer Service!
My fiancé and I came to Houston for the weekend and the valet service was amazing! Elgert and Antonio were so helpful and accommodating! Very smooth valet process! The hotel was so beautiful as well and literally right across the Galleria. So conveniently located with plenty of do around the area as well. We definitely will be back again! Thank you Westin for the great Southern hospitality we received! 🤗
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