Westin Galleria; Houston, Texas [Master Thread]
Feb 9, 2001, 1:38 pm
#1
Original Poster
Join Date: Mar 2000
Location: Hong Kong & Santa Fe, NM AA EXP; HY DIAM
Posts: 188
Westin Galleria; Houston, Texas [Master Thread]
Just spent a weekend at the Westin Galleria in Houston that floored me. Sometimes an individual property in a hotel chain may temporarily fall below the chain's standards and be given a chance to improve. In this case, it appears that Westin has waived virtually all standards, or maybe discarded them entirely.
I last stayed at the property five years ago, and thought it was getting rundown. Since that time, it appears that absolutely nothing has changed (except for the heavenly beds)-- its just that everything is now totally in shambles!!
Here are just a few of the things I noticed:
1) escalators in disrepair;
2) most elevators out of service virtually the entire weekend, resulting in incredibly long elevator wait times (in excess of 5 minutes on 2 occasions) and packed elevators.
3) lobby had dated appearance;
3) hallway carpeting is old, stained and filthy;
4) room appeared to be cleaned in a haphazard manner. Lampshades were askew, an old shampoo bottle was left in the shower, and a personal belonging of the prior occupant had been left in the room;
5) bathtub appeared to have been broken and had been patched poorly (and a long time ago);
6) large hole in bathroom wall had also been patched poorly and was showing signs of age;
7) room furnishings were of an extremely dated style and appeared to be at least 10 - 15 years old; and
8) poor sound insulation resulted in extremely loud noises generated when other guests used their showers.
I am an extremely frequent traveler, and IMHO, the $215 - $269 per night rate quoted by this property represent the worst value I have ever encountered for lodging.
Incredibly, this hotel represents itself as being a 4 star property-- don't stay here unless you absolutely need to be physically attached to the Galleria.
I last stayed at the property five years ago, and thought it was getting rundown. Since that time, it appears that absolutely nothing has changed (except for the heavenly beds)-- its just that everything is now totally in shambles!!
Here are just a few of the things I noticed:
1) escalators in disrepair;
2) most elevators out of service virtually the entire weekend, resulting in incredibly long elevator wait times (in excess of 5 minutes on 2 occasions) and packed elevators.
3) lobby had dated appearance;
3) hallway carpeting is old, stained and filthy;
4) room appeared to be cleaned in a haphazard manner. Lampshades were askew, an old shampoo bottle was left in the shower, and a personal belonging of the prior occupant had been left in the room;
5) bathtub appeared to have been broken and had been patched poorly (and a long time ago);
6) large hole in bathroom wall had also been patched poorly and was showing signs of age;
7) room furnishings were of an extremely dated style and appeared to be at least 10 - 15 years old; and
8) poor sound insulation resulted in extremely loud noises generated when other guests used their showers.
I am an extremely frequent traveler, and IMHO, the $215 - $269 per night rate quoted by this property represent the worst value I have ever encountered for lodging.
Incredibly, this hotel represents itself as being a 4 star property-- don't stay here unless you absolutely need to be physically attached to the Galleria.
Feb 9, 2001, 1:43 pm
#2
Join Date: Jun 2000
Location: DFW, 3.5 MM, AA EXP, LIFETIME PLATINUM, MARRIOTT LIFETIME PLATINUM, STARWOOD AMBASSADOR 223 NIGHTS, AND LIFETIME GOLD, HILTON DIAMOND, NATIONAL EXECUTIVE ELITE
Posts: 5,847
I stayed there years ago and agree - I thought it was pathetic.
Unfortunately, I am not surprised by your comments.
Unfortunately, I am not surprised by your comments.
Feb 10, 2001, 10:37 am
#3
Join Date: Jul 2000
Location: The First State, USA - Bonvoy Gold, Honors Gold, Hyatt Discoverist, IHG Gold - FWIW
Posts: 922
I have to agree entirely. This Westin Galleria (and its twin, the Oaks) badly needs some serious renovations. Save for the Heavenly beds, there is nothing in this hotel that should have the Westin name on.
From the old room furnishings, and dingy and dark halls (thanks to ugly wallpaper and room door trim), to the unconcerned service and crappy small TV sets (what's with those weird oriental style boxes where the TV is, BTW?), this hotel is better suited to the $10/night winning priceline bids I've seen people get, rather than the $175/night I paid last week while attending a conference. If it wouldn't have been for the convenience of staying in the conference hotel, I would've rather spent my money at the JW Marriott acoss the street.
From the old room furnishings, and dingy and dark halls (thanks to ugly wallpaper and room door trim), to the unconcerned service and crappy small TV sets (what's with those weird oriental style boxes where the TV is, BTW?), this hotel is better suited to the $10/night winning priceline bids I've seen people get, rather than the $175/night I paid last week while attending a conference. If it wouldn't have been for the convenience of staying in the conference hotel, I would've rather spent my money at the JW Marriott acoss the street.
Feb 10, 2001, 9:43 pm
#4
Original Poster
Join Date: Mar 2000
Location: Hong Kong & Santa Fe, NM AA EXP; HY DIAM
Posts: 188
Thanks for reminding me about the TV!!
My small TV scrolled continuously unless it was positioned very precisely.
The owner of this property has a pretty sweet deal going, piggy-backing off of the Westin brand recognition while making what appears to be absolutely no investment in the physical plant and employee training.
My small TV scrolled continuously unless it was positioned very precisely.
The owner of this property has a pretty sweet deal going, piggy-backing off of the Westin brand recognition while making what appears to be absolutely no investment in the physical plant and employee training.
Feb 12, 2001, 10:14 am
#5
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
MSP2000,
Yes, I am reading the posts in this thread. So has the General Manager since I sent it to him last Friday when it began. If it seems I was neglecting this since then, please bear in mind that I have weekends off.
If HKG_Flyer would be kind enough to send me an e-mail with his Starwood Preferred Guest number, I would be pleased to get the customer service ball rolling for him. Just for the record, we appreciate everyone's comments here whether they are positive or whether they reveal a situation like this. We do not wish to squelch your sharing information between each other, but do wish to see that any problems you may be having with either the hotels or the Starwood Preferred Guest program are answered swiftly and decisively. To this end, everyone would do well to remember that there is a customer service department for Starwood Hotels & Resorts Worldwide. They can be reached at 1-800-328-6242.
This hotel, and its sister property The Westin Oaks, are scheduled for renovation later this year. Mr. Percopo, the General Manager, says that he would welcome the opportunity to speak with HKG_Flyer and any other guest having a similar experience at either of the two hotels if he has a way of contacting them.
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
Yes, I am reading the posts in this thread. So has the General Manager since I sent it to him last Friday when it began. If it seems I was neglecting this since then, please bear in mind that I have weekends off.
If HKG_Flyer would be kind enough to send me an e-mail with his Starwood Preferred Guest number, I would be pleased to get the customer service ball rolling for him. Just for the record, we appreciate everyone's comments here whether they are positive or whether they reveal a situation like this. We do not wish to squelch your sharing information between each other, but do wish to see that any problems you may be having with either the hotels or the Starwood Preferred Guest program are answered swiftly and decisively. To this end, everyone would do well to remember that there is a customer service department for Starwood Hotels & Resorts Worldwide. They can be reached at 1-800-328-6242.
This hotel, and its sister property The Westin Oaks, are scheduled for renovation later this year. Mr. Percopo, the General Manager, says that he would welcome the opportunity to speak with HKG_Flyer and any other guest having a similar experience at either of the two hotels if he has a way of contacting them.
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
Dec 6, 2001, 11:37 am
#6
Join Date: Jun 2001
Location: Houston, TX
Posts: 4,329
Well I figured I would give the Westin Galleria a chance, just to see if it could possibly be as bad as everyone said it would be. I should have listened to everyone’s advice. They are currently doing construction on the West Alabama entrance. The lobby was practically empty when I checked in. I was upgraded to a suite on the 21st floor. It was all the way at the end of the hall.
· The hall carpets were badly stained and it had those ceilings you remember from your elementary school classroom.
· The TV was really small, and had a really bad picture. There were very few channels to select from on the old TV
· The furnishings were definitely reminiscent of 1979 grandma furniture.
· When I took my shoes off the carpet felt wet, needless to say I didn’t take them off again when walking around the room.
· I connected my laptop to the phone line and it was SSSOOOO slow, and it kept dropping the connection.
· The only redeeming thing about this room was the heavenly bed and heavenly bath. Though I didn’t have the signature bath sheet.
They haven't started the room renovations yet, so I would definitly stay away until someone reports back with a better situation
------------------
Rachel
CO - Platinum
Hilton - Diamond
SPG - Platinum
· The hall carpets were badly stained and it had those ceilings you remember from your elementary school classroom.
· The TV was really small, and had a really bad picture. There were very few channels to select from on the old TV
· The furnishings were definitely reminiscent of 1979 grandma furniture.
· When I took my shoes off the carpet felt wet, needless to say I didn’t take them off again when walking around the room.
· I connected my laptop to the phone line and it was SSSOOOO slow, and it kept dropping the connection.
· The only redeeming thing about this room was the heavenly bed and heavenly bath. Though I didn’t have the signature bath sheet.
They haven't started the room renovations yet, so I would definitly stay away until someone reports back with a better situation
------------------
Rachel
CO - Platinum
Hilton - Diamond
SPG - Platinum
Dec 9, 2001, 4:49 am
#7
Join Date: Jun 2001
Location: SWUSA / AA PLAT, SPG PLAT, AMEX CENTURION, HHONORS Diamond
Posts: 1,420
I am incredulous to hear the WESTIN/GALLERIA Houston is still a dump; I stayed at the sister property, OAKS, as much as 4 yrs ago on a trip to HOUSTON and thought it was dumpy then as well...and I am saying it was Holiday Inn quality and nothing more back then. In fact, wasn't the OAKS converted from a dumpier brand ?
FWIW.
On a more upbeat note, my family just stayed at the Westin Galleria in Dallas, for about the 5th yr in a row for a 2nt weekend during the Christmas holidays, and had the excellent experience we always have had. Property is, as always, is superb condition, and the tie-in to the Galleria mall is, well, the cinch.
Accolades for this property.
FWIW.
On a more upbeat note, my family just stayed at the Westin Galleria in Dallas, for about the 5th yr in a row for a 2nt weekend during the Christmas holidays, and had the excellent experience we always have had. Property is, as always, is superb condition, and the tie-in to the Galleria mall is, well, the cinch.
Accolades for this property.
Dec 14, 2001, 5:55 pm
#8
Join Date: Nov 2001
Programs: UA Lifetime Gold, Hilton Lifetime Diamond, Marriott/SPG Lifetime Gold
Posts: 91
Heh - I was on a one year project in Houston and stayed at the Westin Oaks for many many many many weeks.
Anyway - one night I was in the bedroom watching tv and heard a loud crash from the bathroom.
So I went over to take a look - the entire bathroom ceiling had collapsed!!
Anyway - I called downstairs "Hey, the bathroom ceiling collapsed, I'd like a new room."
I was quite surprised when they responded cheerfully "we'll send up an engineer to take a look!" Even though I insisted that yes, the ceiling had collapsed....
knock knock. I open door and engineer enters and he looks at the bathroom ceiling, and comments sometihng along the lines of "yep, ceiling collapsed."
So they move me.
The next week while checking in - the people at the counter comment "You'll really like this room!" - which I found hilarious since they said that to me every week but every week I got the same lousy room. However, they indeed gave me one of the massive suites on the top floor. However, I told my coworkers and they came over and my project manager consumed an expensive breakfast bar that I wasn't able to expense.
I hadn't really mastered the hotel complaint finesse (not yet platinum at that point) but thinking back, that was pretty lame. I think they only knocked off one night of the room charges and I don't remember any letter of apology, etc. i suppose after reading the other comments I should be glad the I wasn't taking a bath at the time.
Anyway - one night I was in the bedroom watching tv and heard a loud crash from the bathroom.
So I went over to take a look - the entire bathroom ceiling had collapsed!!
Anyway - I called downstairs "Hey, the bathroom ceiling collapsed, I'd like a new room."
I was quite surprised when they responded cheerfully "we'll send up an engineer to take a look!" Even though I insisted that yes, the ceiling had collapsed....
knock knock. I open door and engineer enters and he looks at the bathroom ceiling, and comments sometihng along the lines of "yep, ceiling collapsed."
So they move me.
The next week while checking in - the people at the counter comment "You'll really like this room!" - which I found hilarious since they said that to me every week but every week I got the same lousy room. However, they indeed gave me one of the massive suites on the top floor. However, I told my coworkers and they came over and my project manager consumed an expensive breakfast bar that I wasn't able to expense.
I hadn't really mastered the hotel complaint finesse (not yet platinum at that point) but thinking back, that was pretty lame. I think they only knocked off one night of the room charges and I don't remember any letter of apology, etc. i suppose after reading the other comments I should be glad the I wasn't taking a bath at the time.
Dec 15, 2001, 12:00 am
#9
Original Member
Join Date: May 1998
Location: Austin, Texas, USA
Posts: 340
This is interesting. I had a conference there about a year ago, and at that time the hotel management had been talking for nearly six months about imminent renovations. Fast forward to the present . . . talking for nearly 18 months now. This must be one INCREDIBLE renovation (sarcasm intended). BTW -- I needed to be in Houston for a last-minute meeting last month, and checked out the Westin Galleria and Oaks, just for grins. Was surprised to see that those fine rooms were going for nearly $200 per night.
Apr 4, 2003, 11:03 pm
#10
Join Date: Sep 2002
Location: ATL
Posts: 3,219
Westin Galleria; Houston, Texas
I've been staying at the Westin Galleria in Houston Texas for a few nights a week for the last few weeks. Thursday I was returning from the office after a very late night, around 3:30am, and had a morning meeting. I totally forgot my room number, asked the front desk clerk to look it up and at the same time I asked for a wake up call for 7:30am. He noted my room number and appeared to go to a different area to set the wake up call. I got up to the room and collapsed on the bed.
9:30am I wake up to a freezing cold room with the folks from my office calling my cell, wondering where I am. I kicked myself for not setting the alarm and checking the heater settings before going to sleep. I was so tired.
I also noticed this week, that they didn't put disposable cups and lids for the in-room coffee, which makes in-room coffee useless for me in the morning. I wouldn't have noticed, except that they always restocked my machine on previous stays and I've really needed some coffee to get going in the morning lately.
Also of note is that I have never had a remote control for the TV that worked well.
They didn't ask how my stay was this week, like they usually do, otherwise I would have mentioned something at checkout. I heard that there was a convention this week at the hotel, so maybe they were too busy for the little details.
The visual style of the rooms, the comfort of the beds, and special showerheads keep me coming back, but I wish they would change the scent of the bath amenities. The shampoo, cream and conditioner reminds me of pine cleaner.
9:30am I wake up to a freezing cold room with the folks from my office calling my cell, wondering where I am. I kicked myself for not setting the alarm and checking the heater settings before going to sleep. I was so tired.
I also noticed this week, that they didn't put disposable cups and lids for the in-room coffee, which makes in-room coffee useless for me in the morning. I wouldn't have noticed, except that they always restocked my machine on previous stays and I've really needed some coffee to get going in the morning lately.
Also of note is that I have never had a remote control for the TV that worked well.
They didn't ask how my stay was this week, like they usually do, otherwise I would have mentioned something at checkout. I heard that there was a convention this week at the hotel, so maybe they were too busy for the little details.
The visual style of the rooms, the comfort of the beds, and special showerheads keep me coming back, but I wish they would change the scent of the bath amenities. The shampoo, cream and conditioner reminds me of pine cleaner.
Apr 9, 2003, 2:06 pm
#11
Join Date: Nov 2001
Location: IAH
Programs: CO Plat. SPG Plat
Posts: 179
The Westin Galleria is normally awful. The only thing I can think of is maybe that the property doesn't feel it needs to make any extra effort at all because of its proximity to the Galleria shopping complex and the theoretical resulting business.
If you can swing the rates, the St. Regis is far and away a much better property (although on the lower end of the St. Regis product line relatively speaking). There's also a pretty good Sheraton Suites property about a mile away that's also convenient to the Galleria area.
If you can swing the rates, the St. Regis is far and away a much better property (although on the lower end of the St. Regis product line relatively speaking). There's also a pretty good Sheraton Suites property about a mile away that's also convenient to the Galleria area.
Dec 26, 2003, 10:24 pm
#12
Join Date: Aug 2001
Location: A Southern locale that ain't the South.
Programs: Bah, HUMBUG!
Posts: 8,014
Westin Galleria; Houston, Texas
Short and sweet... HOLY SH*T what a makeover!!! The hallways and common areas are still a bit drab and dingy but the rooms are WONDERFUL now. The multi-hues of green took a bit to get used to but the rooms look very fresh and modern now. Furniture was already showing a bit of wear, that may be a concern over time but overall this is now my preferred hotel in Houston. The valet staff, front desk, bellmen, EVERYONE was incredibly prompt and courteous. The heavenly bed and shower were beautiful as expected and I was upgraded to the largest 'standard' suite I've ever been in. You could easily hold a decent sized gathering in the other room of the suite, there was a dining/conference table with six seats, a sitting area, a full bathroom, a bar... most impressive. Next time I go I'll have to ask about last-minute revenue upgrades to the Presidential suite. 
From someone who remembers what a pit this place used to be it is now highly recommended.
From someone who remembers what a pit this place used to be it is now highly recommended.
Dec 27, 2003, 6:41 am
#13
Join Date: Mar 2001
Location: Dallas
Programs: AA PLT/5MM; AS MVP GLD 75K; DL DM; EK SLV; HHonors DIAM; Marriott GLD
Posts: 4,092
Can't agree more. I should have made a trip report myself since I savaged this place in a report a couple of years ago.
My recent visit was great, save for an elevator that didn't have any interior lighting and seemed to be in some sort of alarm mode... yet operated all evening and well into the next morning, generating a loud whistle the entire time (creepy!). I rode the "ghost-i-vator" a couple of times, but most of the other guests were too afraid to get on with me.
My recent visit was great, save for an elevator that didn't have any interior lighting and seemed to be in some sort of alarm mode... yet operated all evening and well into the next morning, generating a loud whistle the entire time (creepy!). I rode the "ghost-i-vator" a couple of times, but most of the other guests were too afraid to get on with me.
Jan 24, 2005, 11:21 pm
#15
Join Date: Jan 2005
Posts: 1
Westin Galleria; Houston, Texas
Anyone else having trouble with the Westin @ Houston Galleria? I received a call this afternoon telling me that my reservation will not be honored for tomorrow night (absolutely, positively). Some "glitch" has caused an issue with multiple reservations and I can't get any more of a reason than that. Lurker? What gives? Why were some reservations honored and some not? They can't/won't tell me how they determined which people to move.
I've been traveling for work for about 3 months now and I have made a significant effort to stay at Starwood properties...I love the workout facilities and as I often come in late at night, that is a big part of the decision. I was told that I'll receive 1,000 Starwood points, but whatever...this night won't count towards my status. I can't get a decent answer and after most definitely pointing as many stays as possible toward Starwood, I'm highly irritated to get this news the day before I check in.
In addition, my company's in-house travel agent made this reservation...and I have had to work very hard to convince my company to let me stay at Starwoods...when their preferred vendor is the Four Seasons.
HIGHLY annoyed. I was really looking forward to the stay tomorrow night and now I've been moved to a boutique ...and while it looks like a nice boutique, when I'm traveling this much, I like to know what I'm getting. And you never know with a boutique. Last night (due to a very last minute reservation) I wound up in an overrated boutique in Vancouver, B.C. called Opus...ugh. Vomitous.
What is going on? Can I trust Starwood to honor my reservations?
I've been traveling for work for about 3 months now and I have made a significant effort to stay at Starwood properties...I love the workout facilities and as I often come in late at night, that is a big part of the decision. I was told that I'll receive 1,000 Starwood points, but whatever...this night won't count towards my status. I can't get a decent answer and after most definitely pointing as many stays as possible toward Starwood, I'm highly irritated to get this news the day before I check in.
In addition, my company's in-house travel agent made this reservation...and I have had to work very hard to convince my company to let me stay at Starwoods...when their preferred vendor is the Four Seasons.
HIGHLY annoyed. I was really looking forward to the stay tomorrow night and now I've been moved to a boutique ...and while it looks like a nice boutique, when I'm traveling this much, I like to know what I'm getting. And you never know with a boutique. Last night (due to a very last minute reservation) I wound up in an overrated boutique in Vancouver, B.C. called Opus...ugh. Vomitous.
What is going on? Can I trust Starwood to honor my reservations?