Embassy Suites by Hilton Houston Near the Galleria

The front desk was the bright spot. The young woman at check-in was cheerful and had me laughing when the system messed up my reservation. With my confirmation in hand and her light-hearted humor, we worked through the issue and I got to my room. The rest of the stay needs work. Only one elevator was operating for the whole hotel. The second had a critical failure and made an emergency controlled descent, which my family and I experienced firsthand. My wife briefly thought of Final Destination. We never had hot water for showers, just mildly warm at best and more often cold. The room was dated and needed maintenance, though breakfast had a decent selection. My team and I were also concerned to see Houston PD walking around the parking lots and lobby. It seemed there had been issues before, and I saw two people have an all-out, action-filled couple of minutes in the landings.

The bed was awful, and the sink put out more water than the shower. The sofa cushions had several stains, and the TV remote batteries were dead. They hadn't put out any muffins that morning, even though I asked. There was just one set of two elevators, and they were really slow. This was the worst Embassy Suites I’ve stayed at, and I won’t return.

Arieal made this stay feel personal and stress-free. She was warm, professional, and attentive every time we interacted, whether I had a question, needed help, or simply passed the front desk. She went above and beyond throughout. The property was clean, comfortable, and welcoming, with a spacious room and great amenities. Embassy Suites already has a great environment, but employees like Arieal make it exceptional. My stay was excellent from start to finish, and I’d happily return and recommend the hotel, especially if you get the chance to be helped by her.

The suite had several problems: the bathroom door wouldn't lock, some outlets didn't work, and the bed's headboard material was coming apart. The sofa bed had no sheets or comforter, either. The hot tub was out of order, and the pool wasn't heated as advertised. Nobody let us know about the broken items. The front desk clerk texted the crew, but they still couldn't fix things. The whole stay felt worse than a Motel 6 or Super 8.