Houston Marriott Uptown by the Galleria

Across two stays at the Houston Marriott West Loop within three or four months, I kept running into the same problems. On the earlier visit, valet was delayed, housekeeping didn't refill the shower gel, and there was brown liquid splattered in a bathroom corner, which raised serious cleanliness concerns. On my latest four-night stay, the shower gel was still not replenished, even though I left a clearly visible note on the housekeeping card and put it on the mirror. I had to use the hotel chat in the early evening to ask for the room to be cleaned and supplies replaced, which shouldn't be necessary on a multi-night stay. I checked out a day early and requested a paper receipt. A few hours later I saw that I had been charged for both valet and self-parking every day, including taxes, six incorrect charges in all. When I called, there was no apology or acknowledgment of the inconvenience. I was told the money would be refunded and to wait up to 10 days, or 1-3 days with American Express. The rushed, transactional tone made it feel like they just wanted to get me off the phone. I asked for a follow-up and was told someone would call the next day, but no one did. I had to call again and finally spoke with manager Dimitar. He gave a very brief, generic apology for my “frustration,” with no discussion of the problems, solution, or accountability. I was speechless. The rooms are dated, with old technology. The coffee machine was dusty and dirty enough that I didn't feel comfortable using it, and the refrigerator barely stayed cold. This place seems to rely on its location and the Marriott name, neither of which make up for the lack of basic standards. I'd strongly advise business travelers, vacationers, and especially families to choose another property or chain. This hotel doesn't reflect the quality or service I'd expect from Marriott.

My husband booked this for my birthday, but the stay wasn't great. There weren't many snack or food options, and the room was just okay, nothing special. The shuttle was supposed to cover a three-mile radius. At 6:30, my husband called the front desk and was told it ran until 9 p.m. The driver said we should call when we were ready for pickup, so we called at 8:20. Then we were told the shuttle had stopped at 7. After about 30 minutes of back and forth, they finally picked us up as a “courtesy.” Why have the shuttle drop us off if service ends at 7? We could have taken our car from the valet instead. We asked for a manager, but were told he wasn't on duty and would contact us the next day. It's been two months and we haven't heard anything. I'd never book here again.

The lobby looks beautiful, and everyone we dealt with was so accommodating. The bar team helped us out, the breakfast staff were friendly, and Manager Todd really went out of his way to handle our requests. There aren’t any USB outlets in the room, but the front desk kindly loaned us an adapter. I only wish the bar stayed open past 11pm :)

Aidalys at the front desk made coming and going from work much nicer. She was friendly every time I saw her and put me on the highest floor she could. The hotel is being renovated, and the new rooms are coming along well. I also liked the M lounge, especially the good range of breakfast options each day. The location worked for what I needed, though Houston being Houston, everywhere is about a 25-45 minute trip.