Houston Marriott West Loop by The Galleria

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.

a month ago

I’ve stayed at the Houston Marriott West Loop twice within the last three to four months, and unfortunately both experiences were consistently disappointing. During my previous stay, I encountered multiple issues, including valet delays, housekeeping failing to refill shower gel, and a brown liquid splattered in the corner of the bathroom, which raised serious cleanliness concerns. Fast forward to my most recent four-night stay, and the same problems repeated. Housekeeping again failed to refill the shower gel—even after I left a clearly visible note on the housekeeping card and placed it on the mirror. I ultimately had to use the hotel’s chat function in the early evening to request that my room be cleaned and supplies replenished, which should not be necessary during a multi-night stay. I checked out one day early and requested a paper receipt. When I reviewed it a few hours later, I discovered I had been charged for both valet and self-parking for every day of my stay, including taxes—six separate incorrect charges. When I called to resolve this, there was no apology, empathy, or acknowledgment of the inconvenience. I was simply told the charges would be refunded and to wait up to 10 days (or 1–3 days if using American Express). The tone felt rushed and transactional, as if the goal was just to get me off the phone. I requested a follow-up and was told I would receive a call back the next day. That call never came. I had to call the hotel myself and finally spoke with the manager, Dimitar. The conversation was shockingly brief and consisted only of a generic apology for my “frustration,” with no effort to discuss the issues, offer a resolution, or demonstrate accountability. I was genuinely speechless. Beyond service issues, the rooms are very dated, with old technology throughout. The in-room coffee machine was dusty and dirty to the point that I did not feel comfortable using it, and the refrigerator barely stayed cold. This property appears to be surviving solely on its location and the Marriott name, neither of which excuse the lack of basic standards. I strongly advise anyone considering this hotel—whether traveling for business, leisure, or especially with family—to choose a different property or even a different hotel chain in the area. This location does not reflect the quality or service level one expects from Marriott.

a month ago

I want to give special recognition to Todd at the front desk for providing truly exceptional customer service. When I arrived for my work-related stay, my reservation could not be found in the system, which was stressful after a long day of travel. Todd immediately took ownership of the situation, remained calm, professional, and reassuring throughout the entire process, and worked diligently to resolve the issue. Rather than simply stating there was a problem, Todd went above and beyond to investigate, coordinate internally, and ultimately make things right. He made sure I was taken care of and turned what could have been a very frustrating experience into a positive one. His professionalism, patience, and genuine willingness to help did not go unnoticed. Todd is a tremendous asset to your team, and because of his outstanding service, I would gladly stay at this hotel again and recommend it to others.

a month ago

Hi my name is Tiffany I want to say my stay at your hotel was wonderful but it didn’t start off that way I was traveling from Dallas to spend Valentines with my boyfriend our first we arrived at the hotel spoke with a Jacob he was very pleasant I requested an higher floor with a good view if possible I knew that could possibly be hard due to the occasion but he tried twice both rooms were not great so I end up speaking with a Claudette she apologized for the inconvenience I advised no worries because I knew it was Valentine’s Day weekend she then proceeded to get us checked in to a higher floor a wonderful view room 1424 they both were very understanding and accommodated us I just want to say the front staff I spoke with did a wonderful job Jacob and Claudette you really have great people that will take there time and go the extra mile and give exceptional service I highly recommend this staff and this hotel and we wanted to say thank you again

2 weeks ago

We have stayed at this hotel a few times now and have appreciated the friendly staff and clean rooms. I personally enjoyed having a drink at the bar. The bartenders were always friendly and made fantastic Old Fashions.

a week ago