The Westin Houston Medical Center/Museum District

I often stay at the Westin for work because my company regularly books rooms here. I needed an itemized receipt at checkout and had always been able to get one before. At first, a polite staff member directed me to Terrace 54. The hostess, Paola, was dismissive and extremely rude. She said they didn’t provide itemized receipts, then said she was too busy to help, all in a passive, condescending tone. She tried to seat other guests while I was speaking with her and seemed visibly impatient. When I asked her to clarify, she told me, “If you would let me finish,” which felt needlessly disrespectful. A manager eventually helped and resolved it, but Paola could use more customer service training. Courtesy and professionalism matter in hospitality.

The staff were phenomenal and saved the stay, especially the young man at the lobby desk around 9:30-10:30 pm on 12/02, who was very helpful and friendly. I had to change rooms three times before I got one with a working bathtub, but that last room met what I expect from a four-star hotel. Parking was $52, and I didn’t find that out until after booking. Since I was staying for medical reasons, it felt highly predatory, and next time I’ll choose an Airbnb with reserved parking. Knowing the valet staff are paid a livable wage did make the cost easier to accept.

The stay was ruined by a fire alarm test at 9AM that went on for 30 minutes. It was painfully loud and a huge inconvenience, especially when hotel guests may be traveling, working remotely, or trying to rest before a trip. I understand things happen, but this seemed badly planned and the timing couldn’t have been worse.

Our room on the 11th floor was quiet. I never saw or heard another guest. The gym was superb, with plenty of modern, well-maintained equipment. It’s one of the best hotel gyms I’ve seen, along with the one at the Trump Hotel in Las Vegas. The valet employees were helpful and friendly, and the elevators were cool: you choose your floor outside instead of pressing an up or down button, and they’re really fast. We paid $50 for our two Chihuahuas. There’s a parking lot and a neighborhood a block over where you can walk them, plus plenty of nearby places to eat within walking distance.