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 1 out of 5 by BigDaddy Oprah Fans get better treatment that Platinum guests
You are not going to believe this but I was at this property for business. I was planning on returning both the week after this and the week following for business. I am Platinum/Gold for Life. I reserved and paid full price for a suite. When checking in the desk did not inquire as to whether I needed a late checkout and I did so the next morning at 6:00 am I called the front desk to confirm availability because I have business downtown that would last until 3:00 or so. I could have checked out early and taken my bags with me but the front desk manager confirmed the late checkout so off I went. Around 2 I got an email while in my meeting inquiring as to why i wasn't out. Housekeeping had entered the room around the DnD tag and noted I had not left. I replied about the 4:00 and they said no problem. When I returned to the hotel around 3, the front desk called again so I told them I was back and would be packing up. At 3:15 the general manager, Chris called, and told me to "leave the room as soon as possible." Was it a comet about to strike the hotel, no sadly. Was it a mandatory evacuation because of Ebola, no sadly. It was an "Oprah" fan who arrived and wanted a room "now". The GM explained that the hotel was booked because of an Oprah talk and they wanted to upgrade a lower level guest into my room which I paid for as a courtesy. She seemed completely overwhelmed by the situation, rude, and unaware of the facts. When I confirmed that I had contacted the front desk, she said that she was not responsible for the front desk. Not sure this is true as she's the GM. She then told me she didn't like Starwood's policies which is a problem because she manages a Starwood property. I explained that I really didn't care all that much about the needs of Oprah guests but if I can't rely on the hotel to honor their commitments to guests, it can't be a hotel for business travelers. Business travelers beware.
October 18, 2014
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 1 out of 5 by vinay123 There is a penatly for early check out
I was staying at your hotel in Downtown Houston. I was scheduled to stay at your hotel for about 5 days but since my meetings were at Westheimer road which i had not realised at the time of booking, i requested an early checkout. I was told about the penalty which is the first time i have heard of and i was charged half the room rent after i expressed my dis-pleasure. I also mentioned that i would iike to stay in your property on westheimer road and but still was charged the penatly. Needless to say, i stayed in one or your competing hotels and in fact extended my stay by one more week. So for a $100 odd dollar penalty, you guys lost possibyly a $1000 Plus dollar business.
hope you take care of it from next time.
August 1, 2014
Rated 3 out of 5 by TheTravelCritic Is this An SPG Property or Not?
No SPG check-in, None. No sign, no Nothing. When I called Service Express, the phone rings and rings and rings and is never answer. The Hotel is nice, the rooms are nice, the food was good. What this place needs is come training for the staff and an understanding of what it means to Join SPG. This could easily been a 5 star visit, but alas I cannot due to the SPG and Staff issues.
January 20, 2014
Rated 3 out of 5 by Tshouse Dissapointed
As a Platinum member traveling extensively you quickly find out which hotels perform to your expectations and which do not. I called ahead a week prior to my stay and spoke with the front desk about it being a special stay for my wife. I requested a couple of things that I have done many times before and been accommodated at other SPG properties with great success. Unfortunately for reasons that were not explained to me my requests went unfulfilled and passed off at check out as "Oh well" attitude. With all the hotel choices in downtown Houston I would be hard pressed to choose this location again.
March 3, 2014
Rated 3 out of 5 by Nechlaw Nice hotel; improving location; check charges to your bill
The hotel is very nice and comfortable though in a lonely part of Downtown Houston (unless you are visiting Minute Maid Park); lots of plans for the area, however, that will improve the value of staying here. Disappointed that after 2 e-mails to 2 different hotel e-addresses, I could not get anyone to take off an internet charge (supposedly free for SPG Platinum members)--check your charges
February 17, 2014