Rated 1 out of 5 by Scott35 HORRIBLE CUSTOMER SERVICE!!!!!
The front staff and valet personnel needs to be retrained on providing quality customer service to the customers. They were not helpful at all. At times they seemed clueless and non-responsive. I parked my vehicle in the front to load up my luggage. The valet personnel requested my keys. I informed him that I did not want to valet and I was going to put my luggage in my vehicle. The valet personnel told me that if I'm going place luggage in my vehicle I need to park on the other side of the piller in front of the lobby. I said OK, and parked my vehicle in front of the lobby. Next you know another valet personnel said I need your keys. I informed him that I was not utilizing valet, and that I was just going to place my luggage in my vehicle. He demanded my keys with a rude tone and then threatened to call security on me. I walked to the front desk to ask management if I can just leave my car there while I pack it with my luggage. He follows me screaming "Call Security"!!!! "Call Security"!!!! I was needless to say embarrased by his actions and felt that he went overreacted. After I spoke with management, they said I need to drive back to into the parking gargage just to load up my vehicle, which was not convenient. I had to take my vehicle back to the parking garage and load up my vehicle. This was a missed opportunity to provide excellent customer service for the customer. The situation could of been handled in a more professional manner. Through all of this negative feedback, I must say the only positive thing about my stay at this establishment was the fact that the cleaning staff was respectful and courteous. Hopefully upper management will read this and address the situation at hand, so other customers will not experience unsatisfactory customer service.
August 8, 2012
Rated 5 out of 5 by Mikeintexas06 American Girl Package
I visited the hotel prior to booking to check their accommodations for the American Girl Package. The rooms they showed me were spacious, and clean.
During the stay, the girls were treated to cookies and milk. Beds and sheets for their dolls and American Girl colored sheets for the girl's bed too. We watched movies and enjoyed the view from the balcony.
The room was spacious, clean, and smelled fresh. The only issue we had was having 1 wash cloth for the entire room.
We were treated to a breakfast for the package. The server also took a memorabilia photo of the birthday girls.
The hotel staff made this birthday a memorial event for my daughters.
December 3, 2014
Rated 4 out of 5 by Mikeyf25 Great beds, nicely appointed rooms, lounge bar beautiful but staff need improvement
The Westin is always a great location to stay at.. I have stayed at the Westin in Rancho Mirage, LA and NY great places nothing at all to even slightly say negative about those locations. The Houston location is very very good, was shocked at the lack of professionalism at the lounge bar by the server and manager. I would stay there again, but would skip the bar, shame too because the bar looks beautiful.
February 17, 2015
Rated 2 out of 5 by West77 Inflexible Management for SPG Platinum
I've stayed at this hotel on numerous occasions, am SPG platinum and also have a corporate rate. Hotel management would not waive the minimum night stay. I only needed 1 night, and although they have availability, still insisted on a two-night stay. Not sure what frequent stays, platinum status and corporate preferred rate gets you if they won't even waive min night stay requirement. Very short-sighted in my opinion.
February 16, 2015
Rated 5 out of 5 by Joe23mike Elegant
Had a travel to Houston and decided to give this hotel a shot and I'm glad I did. I was welcomed and greeted by the valet staff which was a great first impression. The front desk staff was mediocre. I thought (bad on my part) that because I'm a Platinum member my experience would be somewhat different. Nevertheless, I checked in and went up to my room which had spectacular views. I didn't know Houston had so much greenery. Very impressive. The location is next to a mall and one mile away from another shopping mall (City Center). I think by now you can understand why this was such an awesome stay. I look forward to staying at this property again.
May 4, 2014
Rated 5 out of 5 by Traveler007 Great Overnight!
I have stayed at over 30 Starwood Hotel in the last few years and this hotel is a very good option if you have business in the area. Although I did not have many requests on my short stay, all facets of the experience were well done. The front desk staff was very friendly, my room was very clean, and the facilities were impressive. I did not eat at the hotel restaurant, but many casual eating options are available within an easy, covered, and air-conditioned walkway. The club lounge served good food options and the quality of the food was better in this club lounge compared to many other Starwood properties I have visited. I would gladly stay here again!
February 23, 2013
Rated 2 out of 5 by lagirl65 hotel is nice but management needs to learm customer service
The customer service is very bad. No turn down service at night and had to ask many time for same thing.
Front desk is the worst part.
May 10, 2012
Rated 1 out of 5 by hoteldisappoints Dirty linens, unresponsive staff
Having stayed at this hotel for 5 weeks while on a project, the Westin Memorial City continues to disappoint. Last night my bed linens were filthy (yuk!) and the shower floor seems permanently stained. I've complained to the management numerous times, and have written an email, but have received no response. A broken garage exit, no hot water, no newspaper, and no internet access have been other complaints.
November 13, 2012