Sheraton Houston West Hotel

Nou VANG

This was by far the worst hotel experience I’ve ever had. It was impossible to reach anyone by phone, and when I arrived, their card reader was down, so they couldn’t check me in properly. A week later, they charged my card without sending a receipt, which means I can’t submit my expense report for work. I chose this hotel solely because it was close to the location I needed to visit, but the overall experience was extremely disappointing.

2 months ago

Lee Collier

I had read a the reviews and was somewhat apprehensive. To my great relief we had a wonderful stay with staff that were truly interested in our comfort and responded immediately to our needs. I will definitely stay at this location again.

4 months ago

Kyri Armstrong

If I could rate this beyond a 1 star I would , this by far has been THE ABSOLUTE WORST hotel experience I have ever had , for starters I’ve visited here for over 2 years now , prior to the current management everything was amazing with no issues and no complaints including fabulous customer service, as of recent everything did a total 180 with customer service. The oversized woman who I believe is jasmine due to her personal claims as the manager has one of the worst attitudes and nastiest dispositions I have seen towards any customer at this property thus far. Since I have been coming to this property for 2 years, the ice machines on the4th and 2nd floor are usually non working. When I asked for ice I received a viper type of attitude, which was ridiculous. The next day I paid to extend my room. She told me it didn’t go through, which was very peculiar, since I literally just paid. We went through a whole debacle, and in the debacle she “claimed” that my payment didn’t go through because I didn’t pay my incidental fee( which doesn’t n make any sense). Only because since I’ve been coming here, I’ve never received an incidental fee ;hence one of the reasons I always choose this hotel. So we finally came to the conclusion that I just needed an authorization code from my bank. My payment was solid after that no problem. Fast forward to today, I was in the hotel for a full night. I then booked yet another night and the payment went through immediately after. I then was under the assumption that since I’ve been coming there for so long they just automatically knew that I was going to come down and re check-in. When Ami finally went down after 4pm to add ice cream to my room; I was told I needed to check in, even though I already had been charged for an extra night. At this point I was blindsided, I had no idea that I had to pay extra. This very rude and insincere front desk agent was telling me it was because when I checked in my card declined. I then asked her if my card declined when I checked in, then how was I able to check in? She seemed lost and confused so she was supposed to call her manager, but the oversized woman never came to the front to talk to me! She came back with Amit saying I was charged $135 initially but my card only approve them for 66, which is what I usually pay. So I was confused on why I had to pay $135. I then called my sister on speaker to verify everything since she’s been working for Marriott for over a decade. She kept interrupting my sister and I’s conversation. I explained to her that I didn’t understand why she was so frustrated since I was only trying to understand where my money was going. She then said she was going to cancel my reservation. I completely cussed her out, because, I was over the belittling attitude and the condescending statements, just because I was confused. I will never give this property my business just as long as the current staff keeps their positions. They do not need to be in customer service. None of them posses any patience, understanding, or empathy for what their customer go through. They should all be fired and this property needs a complete rejuvenation.

5 months ago

Amanda Slee

This has to be the scariest hotel experience I’ve ever had in my life. Just think American Horror Story or The shining. There’s the scariest elevator that has another door in it that opens to a “storage room” dark, creepy hall way! Someone can pull you in there in a second, I’ve never seen anything like it my children are traumatized. Also even scarier there’s bed bugs in the rooms, it’s old, smelly very outdated and very creepy. Thank God we didn’t stay we checked out the room before we payed for it. I can’t believe not one person in these reviews mentioned the elevator with a scary door that opens behind you while your in the elevator to a dark, scary pitch black hall way and a mop bucket that hasn’t been used in 50 years. Whoever says this hotel is beautiful is lying. It’s a death trap don’t stay there.

6 months ago

Will Buckner

I’m not normally the type to post a bad review, but wow this was a notably bad experience. In the first room they gave me, pieces of the ceiling had fallen down into the shower and there was dust, dirt, and pieces of ceiling all over the bathroom. The smell of cigarettes and mold and humidity hits you as soon as you step off the elevator and gets even worse in the room. I took a video and walked down to show the night auditor. She was very nice and apologized and gave me a different room on another floor. This room had a clean bathroom, but I found a pile of a previous guest’s nail clippings on the floor by the bed, and again the smell of mold just hits you as soon as you walk in the room. My allergies were going crazy, so there may have been dust mites as well. I gave up and left and found a different Marriott not too far away (highly recommend the Courtyard). When I called back the next day to inquire about refunding my deposit and first night, again the staff seemed very helpful and kind. The manager (without me asking) offered to put some points on my account for the trouble. However, she never did, it was an empty promise. I called back to inquire about the points, but she never returned my call nor posted the points. Overall it was a really bad experience and the points were just the icing on the cake. Maybe if it hadn’t been for that I wouldn’t feel the need to write this.

8 months ago