Rated 2 out of 5 by TS2016 Outstanding customer service
We had the pleasure of speaking with Travis at the front desk. I had called several times prior however everyone else I spoke with were not very friendly nor were they helpful which is why I kept having to call back. I had a bad feeling about the hotel as I called again, this time I spoke with Travis and he was very understanding, patient, friendly and helpful.
June 27, 2016
Rated 1 out of 5 by Taylor33 Terrible.
This hotel cancelled my reservation after we had already prepaid for the room with no warning or reason, showed up at the hotel and was then downgraded from what I had originally booked due to their inefiecienty. Started my weekend in Houston off to a terrible start. In my original package I had complimentary breakfast and club lounge access then had to pay for breakfast the next day. Will not be staying there ever again.
June 20, 2016
Rated 3 out of 5 by duggahlee Wedding - March
My husband and I had our wedding here in March for about 100 people. I will start by saying that Shona, the wedding/event coordinator is amazing. I absolutely recommend her and her services to anyone needing an event center. If only the rest of the staff's service skills matched hers.
Many of our wedding guests were staying in the hotel for several nights. Some of them came in from England on a red eye flight. When they arrived at the hotel around midnight (with two small children), not all of the beds had been made and ready to use. I should mention they were staying in the top floor loft suites. Every single day that we stayed at the hotel (several nights for my parents, my husband, and myself), our key cards were deactivated and we had to get new ones every single day...for all 4 of the rooms we had booked. We found out later that all of our guests had the same issue.
This included the day of the wedding. I went to get my hair done and arrived back to the hotel with about one hour to do makeup and get my dress on before we had to go back out the door. I went up to my room and the key didn't work. I had to go downstairs, get a new key, and go back up to my room to get my dress. My mother had given me her key because we were all going to get ready in her room. Surprise, wedding dress and multiple bags in hand at my mother's room...the key didn't work. Had to tote everything downstairs AGAIN to get a new key. Then the front desk person, who I (and my mother) had discussed this issue with multiple times, told me I could not have my mother's key because my name was not on her room. She had seen us together, we have the same last name, and my mother was listed as mother of the bride. After I made my point to the lady, she eventually gave me the key, but the whole debacle wasted about 20 minutes of time. What a cluster.
One of the guests was running late to the wedding and didn't have the location of the ceremony written down. She asked the front desk for the information, but they said they didn't have any information. The wedding coordinator had been given all of the information for the ceremony. I would think that that information should've been available to the front desk staff. Yes, the wedding guest had the information beforehand, but in the run-around before her brother's wedding...after coming from England and not having a bed ready the night before...she didn't have the information readily available. Long story short, she ended up missing her brother's wedding ceremony.
Again, Shona, the wedding coordinator...best part of the Sheraton. And her flexibility and understanding really made our wedding wonderful. But some simple customer service lessons with the front desk staff wouldn't hurt.
June 1, 2016
Rated 4 out of 5 by MaOfBride Wedding Extraordinaire
We hosted our daughter's wedding here and our wedding coordinator, Shona, was totally awesome! She made sure all of the details were planned and followed through with everything. She was fun and very pleasant to work with, which is why we chose this hotel over several others. In addition, so many guests commented that the food was the BEST food they've ever had at a wedding, and we agreed...delicious! The restaurant in the hotel also had delicious food and a wonderful staff that was very accommodating. Our many experiences with the front desk were not as positive; several of them were rude and seemed to be put out if you needed their help. I highly recommend the event coordinators and the chefs though!
March 31, 2016
Rated 3 out of 5 by SW6897 very poor room service
I had a 7:30am meeting in downtown Houston the next morning so I ordered room service for 6:15am (it was one of the option available to me according to the menu). I filled out the menu and left my order outside on my door before 2am (as instructed by the menu door hanger). No one picked up my breakfast order. I called room service and no one picked up. I found this to be unacceptable and very poor customer service.
March 17, 2016
Rated 1 out of 5 by AttorneyTim Terrible late night staff
What a disappointment...arrived late at the airport and waited 25 minutes for the shuttle...when I called asking why it took so long is was told this is normal..."takes 20 minutes"...really? At 12:20am? When I checked in the staff wasn't exactly friendly...I am platinum and got zero upgrade with the untrue claim that "no club rooms available"...of course my SPG app said otherwise...and one of the staff was walking around the front desk area barefooted...as for the shuttle? The morning shuttle miraculously went from front door of hotel to terminal in 7 minutes...I guess traffic is much worse at 12:20am than it is at 830am on a Friday morning...the rooms were worn...the food in the club lounge very disappointing...this may be the worst SPG property I ever visited and I am a top 250 contributor
February 20, 2016
Rated 1 out of 5 by H3ctor Staff is not able to help!!!!
The hotel staff could learn a thing about customer service. Called to move a reservation at noon after staying at SPG hotels 99 times last year. Destiny told me I would need to pay a no show fee $175. Wow great SPG recognition. They just lost my business!!!! Very disappointed
January 11, 2016
Rated 5 out of 5 by SilverMine Complete Comfort
Enjoyed my night at the hotel. Slept like a rock. Room was well-appointed and welcoming. Convenient to my business and leisure travel needs when in the Houston area.
January 11, 2016