Houston Marriott West Loop by The Galleria

Hunter Cao

I stayed at this hotel and booked in advance. I checked in and was told to pay a $200 security deposit which is standard. What they don’t tell you is that they will charge you again for the security deposit and the cost of the original stay. I ended up paying 4 times what I originally paid in advance. I was barely within my credit limit because I didn’t expect to be charged a total of around $900 for a $250 stay. Beware of this because I do not know if they would have charged back the money if I didn’t ask about the extra charge. They say it was normal to have the extra charge but it seems weird to pay twice the amount and double the security deposit. (I.e. prepay $250 for the stay and then $200 for the security deposit and then an extra charge of $450 as the combined total of both) (I did not misread the charge on my card, my credit limit deceased as a result so be careful with credit limits as well) Also they will try to charge you for wifi even for checking if they offer free wifi with your booking and never using it. They also had some small charges after I left. (A $4.5 and $3 charge. Probably the complementary water which was probably not complementary) The room was low with the push in tiles for a ceiling which when taking a shower you have to be careful to not shower yourself in dust or whatever is in the ceiling. At least the front desk was helpful about getting the wifi charge taken off but it shouldn’t have been there in the first place. I also could not pay for wifi again saben if I wanted to. Went to a friend’s room at courtyard Marriott and they had much better rooms and amenities such as free tv channels. Would not stay here again. Cleaning staff was really nice though.

3 weeks ago

Yasser Handal

Absolutely unacceptable experience — stranded at 2:30 AM We booked two nights at Marriott West Loop by The Galleria and made every effort to notify the hotel that we would be arriving after midnight. We spent the entire day calling the hotel directly, trying to speak with the front desk. Due to Marriott’s automated phone system, it was impossible to reach anyone at the property, even when dialing the hotel’s own number. After countless attempts, we contacted Marriott customer service, who assured us they notified the hotel of our late arrival. We arrived at 1:00 AM — only to be told there were no rooms available. No apology. No accountability. No explanation. The hotel handed us a written note and sent us to a nearby Hyatt Place Houston, claiming they had availability. They did not. We were then stranded at 2:30 AM with no hotel, forced to search for accommodations in the middle of the night. The following day, we attempted to contact the hotel for a refund. Once again, impossible to reach anyone. This is, without question, the worst hotel experience I have ever had — made even more disappointing because it came from a brand that markets itself as reliable and professional. When guests do everything right and still end up stranded in the middle of the night, that is a complete failure of service and management. I strongly advise travelers to think twice before booking here, especially if there is any chance of a late arrival.

a month ago

Brittany Oates

UPDATE: A memeber of our team returned to the property and stayed in one of the newly upgraded rooms. He confirmed that upgraded rooms are quite nice and that everyone on property was professional amd helpful. He did note that the all day construction was still a distraction, but far less so from the higher floor. Do NOT stay here until the construction is completed. Where to start? I booked this hotel for a business trip for 9 guest. At the time I reached out to group sales, no one mentioned the construction. Given that many of us needed to work out of our roms for at least a few hours per day, this represented an extremely large omission. There is no sound abatement in the hallways/walls. This was hands down the noisiest hotel any of us had ever stayed in. So much so that when I returned back night #2 another guest had slipped handwritten notes under all our doors requesting that no one make calls in the morning as it was so disruptive (none of us had). Or worse, the maintenance team deciding that emptying out the entire ice machine to service it at 10pm was somehow acceptable. Further, due to construction, my room was like a dank cave with zero sunlight. See the "view" attached and ridiculous note from another guest.

2 months ago

T Gilliam

Room was clean and nicely decorated. Coffee maker did not work. Customer service was excellent. The entry is on a one way service road and not easily seen until you pass it. Which means you have to circle the block and come back. GPS in two different vehicles both routes me to the backside of the building where there is no entry. Marriott should have their location data updated.

2 months ago

Matt Evans

The hotel is undergoing a renovation and they’ve done a nice job with the new rooms upon check-in Aidalys at the front desk was incredibly friendly and put me in the highest floor she could. Throughout my stay she was really nice as I would leave and come back from work. The M lounge is solid with great breakfast choices each day. The location is convenient for what I need.. it’s Houston so everyplace is 25-45 mins away.

2 months ago