Rated 1 out of 5 by YoleV The Hotel Has Horrible Front Desk Staff
The front desk staff and the manager, both named Reyes, were extremely unprofessional and were not at all willing to help clear up an SPG issue I had. I had to call them on my own cell phone and clear up the matter myself. The entire process took about 1 hour and I had just driven in from a 6 hour drive to Houston and just wanted to relax. I was there on business but had taken my 13 year old daughter for some bonding time but I was not in a state to bond happily with her after the incident. The manager and clerk both indicated to me that they did not need to contact anyone on my behalf. They were rude, horrible individuals that should NOT be working in the customer service industry. I will never stay again and I do not recommend this hotel to anyone which is a shame because it is a nice hotel and I was actually looking forward to my stay. Instead I just went up to my room, cried and fell asleep. It was truly a belittling experience for me.
February 5, 2015
Rated 2 out of 5 by KathyATX Customer Service Needs Improvement
I reserved a double room online 8 months ago for my husband and I and our 2 children. The morning of check-in, I called to see if it would be possible to check in earlier than 3pm. The person I spoke to rudely informed me that the hotel was booked the night before and it would be impossible to check in any earlier than 3pm, so we arrived at 4pm to check in. At check-in, I was told that we had been upgraded to Junior Suite but not given any description of the room. I assumed an upgrade meant a better room for us. When we entered the room, it had one bed and a pull out couch. I specifically booked a room with 2 double beds. I called the front desk and asked to be switched to a room with 2 regular beds, not a pull out couch. I was rudely informed that I was given a free upgrade, that a "pull out sofa is a bed" and unfortunately, there were no double rooms available for us.
There are no double rooms available? Perhaps if I had checked in earlier, as I had wanted to, there would have been rooms available?
I informed the front desk that this is not what I reserved and while I appreciated the "free upgrade," I would like to have the room that I reserved with 2 regular beds. After being on hold for over 5 minutes, she informed me that they had a double room for us. When we went downstairs to trade room keys, I was given the new keys and told to have a nice evening...with attitude.
When I book a room far in advance with 2 beds, that is what I expect to receive. If I wanted a room with a pull out sofa, I would have reserved that 8 months ago. I shouldn't be made to feel ungrateful because I was given a free upgrade that I didn't request and did not want if it meant different sleeping arrangements. A pull out sofa is not the same as a regular double bed. It is not as comfortable and I do not want to have to move coffee tables, pull out and make a bed, and find space for the sofa pillows when I am paying to stay in a hotel.
The room was clean and the beds were comfortable. Nothing special. The bathroom was odd as there was no counter space. It had a pedestal sink and set of shelves full of towels and complementary toiletries, leaving no room for your own personal items.
October 13, 2014
Rated 5 out of 5 by Ernie21 Front Desk
Rudy R at the front desk did a fabulous job organizing and structuring my reservations and seeing that my party of 12 had a wonderful experience at the Westin Downtown Houston.
July 14, 2014
Rated 5 out of 5 by zlzoul Nice Hotel
I usually stay in Galleria, this is my first time stay at Houston Downtown. Thought it was a new hotel but got a very vintage feeling, looks pretty nice to me.
Hotel was very quiet, and service is nice. Traffic though is not as convenient as galleria if you are a leisure traveller (I mean nothing in the downtown during weekends), but will stay here again if I got another chance.
February 1, 2015
Rated 1 out of 5 by TrueGnu Motel 8 quality at Westin prices
This Westin is brand new, but apparently in an old, renovated building. The renovation is not particularly impressive, for two primary reasons:
1) The sound insulation is one of the worst i've ever experienced. You can easily hear your neighbours talk, watch TV, or engage in more private activities. Every time a door closed the walls literally shook, waking me up several times when asleep.
2) Despite the flimsy walls, the outside of the hotel appears to be hermetically sealed. The air was stuffy enough that i had a headache after a few hours in the room, after having moved from a high-floor one that was still reeking of paint fumes.
I had a reservation for three nights, but canceled my last two and moved out after the first night. I believe it's the second time in my life I've done this, and I've been a platinum member for 6 years now.
there were many good aspects of this hotel - the staff was great, the breakfast restaurant pleasant, nice lobby. None made up for the room quality, however.
All in all, I think Westin would be better off converting this facility to an aloft or four point at 50% of the price - at a bargain rate, I guess you can live with the drawbacks. It's not even close to Westin quality, however, so keeping it as it is really hurts the Westin brand
November 13, 2013
Rated 3 out of 5 by Cheryl66 Unsafe Area of Downtown
The hotel is beautiful and clean. We did not have any issues with noise. However, every time we exited the front of the hotel we were approached by homeless beggars, even at 10 in the morning. My son and I wanted to walk around a little while my husband participated in a conference call. Not a good idea. The most scary incident occurred the night before at 11 pm as we returned from a concert. This man became more aggressive and agitated as we ignored him. The bellman did nothing and it seemed as though we had bothered him when we told him what had happened. Also, plan on being repeatedly harassed by staff PRIOR to checkout. My husband was on a business call and the staff first knocked on the door at 10:45 - 15 minutes before checkout. Again 5 minutes later, again and again at 5 minute intervals. Despite acknowledging each knock and the fact that it was not yet 11 am, the harassment continued. At 11:03 as he exited the room, 3 staff members including a supervisor were waiting for him at the door. Perhaps the additional staff would be better utilized outside the hotel on the front sidewalk.
November 3, 2014
Rated 1 out of 5 by FormerSPGFan Rude Employees And Poor Service
As I pulled up to the hotel in a cab after a long flight into Houston, I received a call (at 11:45 p.m.) from the hotel stating they had an emergency and that they were overbooked. The staff was very rude and unprofessional. I would never stay here again.
October 22, 2014
Rated 3 out of 5 by Whitneys4 Poor Experience
My family and I stayed in a premium room (#221) from 7/18-7/21. We were blown away by the quantity of disturbances we experienced during this period - most of them late night. We can understand a large concert taking place across the street and disturbances from that (and appreciate the efforts at noise buffering through the windows), but Saturday night's female party in the restaurant was inexcusable. The loud cackling and screaming went on all night and when we complained to the front desk - in our pajamas - about our children being awoken, we were apologized to, but nothing seemed to be done to stop the behavior by the offending guests. With an end tab to the Westin of over $1000 for our 2 night stay, I wonder how much these ladies added to the hotel's profitability? without some sort of concession, we will not be staying with the Westin properties in the future. Thank you,
July 21, 2014
Rated 1 out of 5 by Rahul85 An unfriendly and transactional experience
I haven't written many reviews - good or bad cause I have had a very consistent experience with SPG. The service is good and as a platinum preferred member, the hotels often extend good care and go the extra mile to ensure that the stay is comfortable
Well almost all SPG hotels, except The Westin Houston Downtown. I am on the road 20 days a month and had to cancel a reservation at the hotel. I notified the desk 15-20 hrs in advance. Yet, the hotel charged a full night's room rent + taxes as the cancellation fee. Apparently this particular hotel needs 36 hrs notice.
My request to consider waving off the fee / adjust the charges against an upcoming stay at the same hotel (2 days later) were ignored. In addition the reservation desk was rude and unprofessional.
Stay there if you have no choice, it's well located. Don't expect compassion or warmth. Follow the rules, there's no consideration for loyalty here.
April 11, 2014
Rated 4 out of 5 by Feedback2014 Lovely hotel overall, some issue with front desk staff and manager
No complaints about the hotel. It was lovely. Clean, well-decorated, nice rooms, wonderful bed, pretty quiet. The front desk staff wasn't great. Not bad, but not great. Seemed inexperienced. Person in evening was rushed/abrupt. Issues with wake-up calls. I opted to not have the room cleaned twice, and when I attempted to apply the $10 credit to my room service fee, I was told I couldn't because I didn't present when it was delivered. Given that I spent over $700 at the hotel, and my organization had many, many people staying there because of our convention, I thought this nickel and diming me was in very poor taste and not at all customer-focused. Speaking to the manager got me no where. Not the money, it's the principle.
August 4, 2014
Rated 2 out of 5 by yyctravel Struggling hotel when busy
As a platinum SPG member I stay at Westin hotels often. In all my travels I have rarely had a stay at the Westin that was anything but great. However, my trip this week was the worst of all. It was a busy week in Houston and hotels in the core were very busy. As a Platinum member I called our SPG concierge. I was told that I would have to pay extra to not have to change rooms during my visit due to how busy it was. I agreed and paid. At 500+ per night It was steep.
Here is the bad.
Check in was ok. I was in a hurry since I had to change and get to some meetings. Wasn't offered any of the platinum benefits, nor given any info on the hotel itself. Compared to great check-ins I have had... on the poor side.
Room's shower was ridiculous. A Giant square shower head (Great) but not enough pressure to put water through half of the head. Yes... at full force, it was trickling out of half the shower head. At 500 per night I had to shower that reminded me of my gravity shower I use when camping. Worst in fact.
At the end of my first day, I was told that I had to change rooms. Two things. I paid extra not to have to do that, and I wasn't told such when I checked in. Seemed fishy and wasn't given any good explanation.
Room wasn't cleaned after second night. Again at 500 per night not good enough.
No newspapers at rooms, or in Elevator lobby
Called service phone number a few times during my stay, no answer.
I will say that the lounge bar was good, and service was great. Valet team was also fantastic.
In closing, seems like a hotel that is still trying to get into the groove of running well. During my last stay at the Westin Memorial City I had a few minor issues but otherwise a fantastic stay. Will stay at the that location next time
November 17, 2013
Rated 2 out of 5 by NotTooHappy Hotel AC did not work
The staff was very nice and professional however our AC in the room was not working. The engineer was unable to fix it. When we went back in our hotel room after dinner it was extremely uncomfortable. We were basically told nothing else can be done. Usually when you go to a hotel you can crank the AC down and sleep very good. We did not sleep good at all on this stay. Hotel staff was booked up and unable to move us into another room.
February 3, 2014
Rated 5 out of 5 by Thibodaux1 Wonderful weekend stay
The hotel has undergone a renovation but retains it's top notch staff. The lobby is inviting and the bar has excellent drinks. The rooms are large and inviting and had great views of the ball park. The bed is incredibly comfortable. The bathroom is large and clean. The breakfast buffet in the lobby restaurant is excellent. Overall a wonderful stay and recommend without reservation.
January 13, 2014
Rated 4 out of 5 by BECTrn Thank you, staff
My stay in Houston was during an unusually cold period. One morning produced an ice storm. I really appreciated the shuttle service at the hotel. They gladly picked me up from the office building where I was working and took me to work on that icy morning. The staff is gracious and very helpful.
January 27, 2014
Rated 1 out of 5 by LA1991 Disappointed
I arranged a Guys trip to Houston and decided to stay a your hotel mainly based on Starwoods' reputation and the proximity to the ballpark. One of the room that a member of my group was given a room that was not clean. In fact the sheets were soiled and the bathroom floor was soiled as well.
On Saturday we left at 9 AM to go to the Space Center and returned around 3:30 in the afternoon. Out of the 6 rooms we had in the hotel 4 of them had not been cleaned by that time and we had to call housekeeping to get them to clean the rooms.
Upon checking out the valet brought my car around and quickly tried to put my bags in my rented van. It was at this time I found a huge dent in the back right rear of my rental car. Upon asking for a supervisor to come and talk to me and explain the situation I was questioned as to where I had been and why I was blaming them for the dent. I was then simply handed a form while they took some pictures. I waited 20 minutes for a supervisor and no one came to talk to me. I called rental company where I had rented the car from and they told me that they would handle the situation as I was fully covered. Why a supervisor did not feel it was necessary to come out and talk with me is beyond me but it does not show any respect to the customer in my opinion.
July 14, 2014
Rated 1 out of 5 by HEllis Very Bad Experience!
When I arrived to the hotel at 10PM, my hotel room was not ready even though check in time was at 3PM. My agent specifically requested a double. Upon our arrival; The representative at the front desk was very rude. She had a very bad attitude. When we asked about the double bed request, she stated "It's a request, not a guarantee!" I've never been treated so poorly by hotel staff in my life. I will make sure that our company removes this hotel off of our list of hotels based on this experience. I will never return there and I will be contacting Starwood to voice my concerns with executives.
March 24, 2014
Rated 5 out of 5 by WorldTraveler73 Good Westin Hotel in Downtown Houston
Relatively new and well appointed Westin Hotel in downtown Houston near the ballpark. The decor in both the public spaces (Including the dramatic lobby atrium) and the rooms are nicely done. I got an upgrade to a junior suite, which offers a bit room with a sitting area and sofa. Staff is always friendly and eager to please. The complimentary shuttle within the downtown area is an extra convenience. Only downside is that downtown Houston empties out at night, with only a few locations open late, limiting dinner and nightlife options, but much more is accesible with a short taxi ride.
December 22, 2014
Rated 5 out of 5 by Redhead2 I LOVED MY STAY HERE!!
Beyond the comfort of the rooms at the Westin Houston Downtown, the staff I encountered during my stay were exceptionally friendly and helpful ... downright delightful.
I have to highlight Angelica Amara who went over and above to give great customer service at the hotel restaurant. Her efforts to remember my name, my room number, my preferences after one encounter were so unusual and appreciated.
Overall everyone I encountered at this property were wonderful. I would love to come back and stay at the Westin Houston Downtown again!
January 27, 2014
Rated 3 out of 5 by Tiger7 This Hotel was a good experience and could be even better
Overall my experience was fine but they could make it even better...
Valet: 4 out of 5 times, they didn't load or remove my bags from the car. If I'm tipping I expect that service
Food: Crab cakes were amazing. Everything else I had (burger, salad, and tacos) were just ok
Front desk: very helpful and greeted me each time I walked by
Overall Accommodations: The standard room was a little small but very nice, well equipped & had everything I needed.
July 18, 2014
Rated 4 out of 5 by MiaGirl Nice Business Trip stay
I stayed for 13 nights here in my previous business trip to Houston. Overall is good, the room is clean and comfortable. However, basic stuff like slippers and toothbrush is not found in the room when check in. I ask for the slippers and are sent to me almost immediately. Food on the menu is delicious and I'm impressed with the healthy choice food on the menu. Location is great if you are driving.
August 18, 2014
Rated 3 out of 5 by James2014 Frustrating
The hotel is nice but there were too many incidents during my one night stay:
- they delivered a half bottle of white wine from 2007, which by definition has gone bad
- waited 25 minutes for a treadmill to open up. Brand new hotel and there are six cardio machines total (three treadmills)
January 23, 2014
Rated 4 out of 5 by ED201 Great Location
Great location for checking out local downtown bars and Discovery Green
September 29, 2014
Rated 2 out of 5 by Woottenway Exactly what I was looking for
All good except for very slow service in room cleaning - both days after 4pm. The first day they called after 4 and I said don't bother - she said they were busy with arrivals - I don't care . Second day were in room when I arrived back at 5pm
August 5, 2014
Rated 3 out of 5 by Peter20140820 Nobody at Check-in
I had to wait 10 minutes infront of the check-in desk to check-in, the only person who could do the check-in was at the restroom.
August 24, 2014
Rated 5 out of 5 by Runner12 Great location
Beautiful hotel, great restaurant. Rooms very spacious and bed very comfortable. Stayed here because location was close to the start/finish line for the Houston Marathon. Easy walk to EXPO.
January 21, 2014
Rated 5 out of 5 by Kimbra Great for walking to concert
This hotel location was great for our night out to the Grove for dinner. Then on to the Toyota Center for a concert, all w
ithin walking distance. Would differently stay here again.
February 23, 2014
Rated 1 out of 5 by None1 recent experience-the worse we have ever had
One of the worst experiences ever experienced at this hotel
July 21, 2014
Rated 5 out of 5 by Kgsat Comfort level
Personnel made the stay extremely comfortable- from the valet, Registrar, bell boy and back to the valet.
February 9, 2014
Rated 5 out of 5 by Cyn32 This hotel has Excellent Customer Service
All staff were friendly, addressed me by name and went above and beyond to meet my needs
January 29, 2014
Rated 4 out of 5 by David1313 Hotel has great location and staff
The staff and overall hotel is very well trained and responsive. Rooms are well done and spacious. It is literally right across from my favorite "Steak House" Vic & Anthony's.
The one thing I wish they would change is to make the room A/C work more effectively . They have a large comforter on the bed and a room that won't go below 75 degrees. so you wake up repeatedly to being to warm! If the ceiling fan is on, then you can't do without a wind break, turn it off and you are stuff and hot. Overall a serious problem for a good nights rest. We enjoyed the restaurant and hotel in general, but probably won't stay there again.
February 10, 2014