Rated 1 out of 5 by pbhatia Service level needs improvement
Hotel staff is not accommodating to guests especially with status.
Requested an upgrade at check-in and was informed that Gold members have to be charged for upgrades because this is a new hotel. When informed front desk that I have 90+ nights at Sheraton properties was informed that it may be so but its not at this property so they cannot accommodate.
Had to call twice asking for some amenities to be delivered in the room which were not fulfilled
Ordered breakfast in room and forgot 2 orange juice orders. Also asked for toast to be in a separate basket so it is not soggy however the toast arrived soggy
Upon check-in was told internet would be free but was charged for internet and had to request a refund which took 20 minutes at time of check-out.
April 2, 2014
Rated 5 out of 5 by zerolife Great staff and newly renovated
Had a number of stays in 2013 and the hotel staff were very friendly. Recently returned to the hotel after around five months in hiatus and the lady managing the restaurant still remembered me! The hotel was also recently renovated and a new club lounge added.
April 8, 2014
Rated 5 out of 5 by TinaLou Interesting
Found it interesting that your lobby team offered little to no help but your bell captain, shuttle team and waiters provided some of the highest customer service ever.
Upon check in I asked the front desk if the hotel provided shuttle service to the Astros games. The front desk had no idea who or what the Astros are. My husband mentioned Minute Maid Park and then a light came on. We had a certificate that the front desk indicated had expired but they would honor anyway. I tried to tell them that it was not expired and twice the young man told me yes it was, he told me a third time that it expired June 4th and it was already June 5th. I had to explain that we were only in April. We later asked if a shuttle would pick us up from the Galleria if the weather became bad and were told as long as we ere back by 11 p.m. No offer to take us over to the Galleria. Upon exiting the hotel I asked which direction would be the best and your shuttle person told me oh no problem let me drive you over and I'll be more than happy to come back and pick you up and gave us his card. His name was Moazzam. While waiting for him to come to the front of the hotel with the van we must have been asked by three or four of your team members if they could help. That is the type of service we have always received from a Starwood or Westin property. The front desk was a little behind on training in my opinion.
April 7, 2014
Rated 3 out of 5 by MarkTexNYC Noisy rooms, rates too high
Lately (first quarter of 2014) the rates have been insanely high, but on par with most of the hotels in the immediate Galleria area. I understand the nature of competitive rates, but rates should reflect, at least in part, the quality of the hotel. The rates I've experienced so far this year at this Sheraton are far too high for what you get.
The location is decent if you can easily navigate the 610 access roads and Texas-turnarounds (as you can only access the hotel via the 610 access road). A minute drive to the Galleria and a couple of minutes drive to at least 100 restaurants and stores. Also, very easy access to highway 59.
I booked a Deluxe Suite. I attempted to discern what separates a "Deluxe" from a regular suite, but I think I failed. All rooms seem to be exactly the same. The only item in the online description of the Deluxe Suite that differs is "Deluxe Bath Amenities". This got me excited! Maybe something better than the typical Sheraton stuff that leaves a lot to be desired. Nope. Same stuff. Ugh.
The lobby is nice. A few areas well set up to sit with your colleagues to chat and/or pound away on your laptop for a bit. My confusion progressed after getting to my room. Everywhere you read, they tout their recent big buck renovation. Maybe my room missed out? I really don't see it. Everything, while certainly not in horrible condition, is outdated by at least ten years.
Lastly, my room had a door connecting it to the room next door. Certainly super convenient for people who rent adjoining rooms, but not me. I could hear everything this guy did, including flushing the toilet. You should also know that they desk in my room just so happened to be placed right next to this door--so my neighbor surely was able to hear every single part of the 10 some-odd conference calls I took from my room.
Parking is $16 overnight with in/out privileges. Funny thing, though - I went in/out several times and the gates were always open.
I'd much rather stay at one of the other Galleria properties.
April 1, 2014
Rated 1 out of 5 by mkd2000 this hotel has very unfriendly and unprofessional attitude
i have stayed in this hotel so many times in my last 10 years but some of your staff specially working in evening and morning were so unfriendly and arrogant.
March 30, 2014
Rated 4 out of 5 by TracyTX Class reunion
Great place for a reunion. Staff went above and beyond out needs and seemed to have fun with us. However, I don't know what yall clean the tubs with but I slipped and fell hard. Might want to look into some kind of non slip bottoms for them.
March 24, 2014
Rated 3 out of 5 by SpiderMite You need imporvement
When I checked in, the receptionist requested to sweep my credit card for payment gurantee purpose. As it was a normal request, I accepted it. When I checked out, I requested to destroy the copy of the guarantee where I signed witouht stating any amount, but the receptionis did not know where the copy of guarantee was, and said it was not she who recieved me for check-in. You need imporvement in staff education and how to handle the important documents.
March 17, 2014
Rated 3 out of 5 by Chip15 special request ignored
The money you spend on internet communication is being wasted. I requested 2 specific things and the front desk never received either one. I can understand if sometimes the request can't be met but to not have it communicated to the front desk is none acceptable and a waste of my time. The rooms were nice and very comfortable and clean; the lobby was not.
March 17, 2014