Rated 1 out of 5 by RoadWarrior303 Overall Poor Experience
Even as a Platinum level traveler who booked 2 weeks in advance your request to be located away from elevators will not be honored. Rooms are noisy and need updated doors. Valets will change your radio to hip hop (not my preference) stations. Mentioned noise issues to staff and they failed to follow through with promises.
DO NOT stay at this hotel. The only plus is the Galleria.
March 28, 2015
Rated 2 out of 5 by CodyInAustin If this hotel could live up to the location!
This location is perfect for staying in the Galleria..but unfortunately that is where the praise ends. Tired and outdated rooms. Staff that needs some serious polishing. (They seem to do just enough to get by). When guests visit the Galleria they want style, class, and excellent service. This Hotel is riding on the laurels of the location and demand. This and the other Westin Galleria property could be so fantastic if they would train and polish the staff, and spruce up the rooms. The rooms really are laughable. Tired nonstylish furniture, bathrooms with cheap tile and shower curtains, towels and robes that are torn and tattered. It really is a shame. I would stay here and only here if they could figure it out. We had luke warm water in the shower both mornings and my wife and daughter found nail clippings on the carpet...disgusting!! I spoke to Lilly who answered the phone when i called asking to speak to the manager. Lilly was not the manager but handled my dissapointment very well. She spoke to the manager and returned my call promptly. She said the manager would like to take care of a bar charge we had and give us some starwwod points as compensation. I felt this was somewhat fair and appropriate but if I were a front office or guest service manager i would absolutely call the guest back personally and apologize myself for the unsatisfactory stay. Guests dont always just want compensation but sometimes want to inform you how to better your property and offer suggestions. Hearing, empathizing, and apologizing are what a manager should be trained to do. Perhaps this is where all the problems at this hotel stem from. Please dont take anything away from Lilly, as she was professional, empathetic, and quite friendly...thank you Lilly for being the one bright spot during our stay. One last thing, the railing on our patio was not sturdy at all and is a major safety concern. I hope all the rooms are not like this. If you cant ensure the most important thing at a hotel which is safety, you surely cant provide a welcoming and satisfactory stay. I would love this property to be good..please improve!
March 23, 2015
Rated 2 out of 5 by Karl12 Hotel
I don't recommend this Hotel, the parking is horrible! Had to park 10 min and walk, they need to have a parking garage for only guest. The other things I was disappointed was they charge and additional $100 hold on your card for any damages or stolen things. Why would hold an additional fee I've been to 5 star hotels never once mention an additional hold fee for damage/stolen. Overall would not recommend this place only of you have work business and your job is paying you stay at the location..
March 16, 2015
Rated 5 out of 5 by anisajo Excellent Service
What excellent service from the moment we stepped in the door. The staff was so professional and made our stay wonderful. Only downside is the outside construction, which is out of the hotels control. However, the attentive staff and pleasantness they displayed more than made up for this inconvenience.
March 12, 2015
Rated 3 out of 5 by Cestmoi Good but not great!
We recently stayed in this hotel for a mother and daughter weekend around a dance convention. We were not advised that there was construction going on outside the hotel and the jackhammer started pretty early both mornings plus on the street side of the hotel traffic was noisy well into the night. The hot water was intermittent as was the light in our bathroom. Other than this the staff were friendly the location was great and the hotel restaurant White Oak Kitchen was marvelous.
February 23, 2015
Rated 4 out of 5 by AnnaI25A Magnificent Time!
We went on a family trip and had a wonderful time, since the kids and grandpas enjoyed walking to the mall and sleeping together in the same room. There is a skate rink at the mall, just outside the Hotel.
Thank you for a fantastic Holiday!
February 10, 2015
Rated 5 out of 5 by Clon77 This hotel is blessed by the people that work there
When we travel we like to find a great hotel..... great romos, geat meals... etc. But if you find there, besides these features, people that care and are wonderful, the experience is even better. I want to thank you the great kindness and care from Dave and Danny Ruiz, Paola and Enrike from the Front desk, Eillen Santoli, Anabell, Jeniffer Rincón and Shah Veli, and Rebeca that was in charge of the room service in the floor. Indeed all of you were important part of the wonderful time I spent there. Thank you to all of you, have a HAPPY NEW YEAR and may God bless you always!!!!!
January 3, 2015
Rated 3 out of 5 by qwerty3 Shower issues
Hotel was nice and staff was friendly, rooms were nice and I love that they have the gym shoes delivery. Room service was good too, and consistently within 30 minutes. However, wouldn't stay here again because of the showers. Water pressure wasn't good, but the biggest thing was that the temperature goes from hot to cold multiple times every shower. I told the manager and he said he was aware of this and they were working to get this fixed. This was a month and a half ago. I've stayed at this hotel for three months and will not be coming back because of this. I have stayed at 4 other hotels in the area which do not have this problem. Would come back if they get this resolved, but it has been the same way for months.
December 28, 2014