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1233 reviews
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Apr 09, 2025Very disappointing experience. Would not recommend.
I hate leaving anything but 5 star reviews because I know what a nuisance it is to a business and I also think its bad karma. But my recent stay at The Westin Houston Galleria was, unfortunately, quite disappointing. From the very start at check-in, the front desk agent was unwelcoming and seemed bothered by my arrival. She barely greeted me, didn't acknowledge my Ambassador Elite status, and assigned me a basic room without mention of any upgrade options. Upon reaching the room, I discovered that the keys did not work due to a dead lock, forcing me to return to the front desk for assistance. When I politely inquired about the possibility of a complimentary upgrade, (a typical benefit of my Ambassador Elite membership), I was abruptly told, "That's the room you booked." After some insistence on my part, she briefly glanced at the system and claimed no upgrades were available, which seemed unusual given that it was a Tuesday evening and the hotel wasn't busy. She said she'd send maintenance to resolve the lock issue, though the inconvenience had already impacted my experience. Additionally, I had requested a late checkout of 1:00 PM through the mobile app since I had no plans to leave for Austin until later in the morning. Despite this, housekeeping knocked loudly on my door at 9:05 AM, further disrupting my stay. Overall, the experience was disappointing and certainly not reflective of what I expect from the Westin brand, especially as an Ambassador Elite member. I hope the hotel addresses these issues, but based on this stay, I cannot recommend the property.
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Jan 16, 2025Outstanding Client Service
This review is long overdue and is specifically about the wonderful and outstanding service my clients had. I have to thank Shirley Jackson (Concierge) for her professionalism, kindness, and genuineness. My clients had experienced a personal loss the evening they checked in and Shirley went above and beyond to make sure their stay was comfortable. I highly recommend this location!
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Oct 10, 2024
Great hotel
Great hotel - been staying there frequently for years and finally decided to write. I've been traveling to Houston several times a year for over a decade. The front desk staff is very friendly and helpful. Always get a nice room with a comfortable bed and the convenience of the mall just steps away. The new executive lounge has one of the best breakfasts of all the Bonvoy properties i have stayed at. And it's always great to get that good morning greeting from Vilma the host who also has energy and is super friendly.
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Sep 29, 2024Party all night HERE
If you’re into not sleeping this is your hotel! We were able to check in early that was great because it was my husband’s birthday so we were able to go out for dinner and chill. But then it went downhill at 2am we were awaken from dead sleep by screaming in the hallway and then it continued in the room next to us until 4 am! We called down and the hotel attendant said it’s a wedding happening. The security walked the hallway did nothing! Pretty much oh well for you. We had no idea a wedding was happening and why would you put non wedding guests next to wedding guests with a wedding happening until 2am? The wedding guests were above us and next to us! This continued til 4 am! This is a hotel we want to sleep! Not listen to a party next to us. So if you want to party come to the Westin they don’t care!!! Come party here. They responded we care about your well being? Then why am I up at 2 am? No one contacted me! My husband has over 60 nights this year in hotels and it was his birthday! And last weekend we were in Fredricksburg and it was party central there and we had no problems at a Fairfield inn! The walls are paper thin here. The location is great for seeing the mall and water wall but the hotel is not for sleeping the concierge level is only Mon - Friday.
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Sep 21, 2024
Good and comfortable stay
We stayed in an executive suite for nearly a month. It was comfortable and clean, with daily housekeeping. Positives: - Daily housekeeping - nice smart TVs - two bathrooms in the suite - nice view across uptown Houston - very helpful customer service - good breakfast in the executive lounge - the restaurant- daily grill - is excellent Negatives - bad and slow WiFi - the room had a weird smell - which seems typical of all hotels in the US for some reason. Overall a good stay and we would surely return.