The Westin Houston Medical Center/Museum District

Had to stay for appts at MD Anderson & was beyond pleasantly surprised at the stellar level of human kindness in addition to excellent customer service. Josh, Armani & every single employee I encountered, from valet to front desk to restaurant, not only went above & beyond, they treated me like their favorite auntie. They surprised me with fresh strawberries after a particularly difficult day of tests with the sweetest note. And the rooms - dark, cold, quiet rooms with the plushest beds & quality linens made a good night’s sleep easy. Spacious too. This will be my spot for future trips to downtown Houston.

Disappointed in the overall service provided by the staff. Upon check in…my fiance and I decided we would enjoy drinks and a meal at the restaurant located in the hotel. It took thirty minutes for a member of the staff to acknowledge us despite sitting directly at the bar. I would like to add this was even more shocking as I watched employees go back and forth behind the bar to make themselves personal drinks. Once I realized we wouldn’t be getting service, I visited the hostess stand and asked to place an order to go to see if that would be of some success. Of course not. I finally had to ask for a manger who tried to correct the issue with a drink coupon but the real issue was the staff. Once the team members were made aware of the issue, it seems like we were treated worse. As a couple we decided we were going to push through and enjoy our time. On our final day, my fiance fell on the slippery tile at the pool which is a slip hazard in itself. We were given ice in a ripped up trash bag and received no follow up after that. I can honestly say what was supposed to be an enjoyable experience was a regrettable one. I’m hoping to speak with management about my experience soon.

I was at this hotel for a business meeting. All the personnel at the hotel were VERY attentive, and if we asked for anything they would immediately respond. The meeting rooms were just what we needed. We also arranged for meals for the meeting from Terrace 54, the hotel's restaurant. The food was good, delivered hot, and we're reasonably sized. The hotel is near lots of hospitals, but I rarely heard ambulances from inside the hotel.

What a wonderful stay at the Westin! The rooms are lovely, the terrace is a wonderful place to have meals, and the pool and workout area are great for exercising. A special thank you to Malven and Trastevia, who directed us to a beautiful room that would meet our needs. They were kind and welcoming, and that meant so much to us, as we were new to Houston and visiting MD Anderson for my husband's care. They went our of their way to assist us. We are so appreciative.

My husband, daughter, and I recently stayed at The Westin while in Houston for medical appointments at MD Anderson, and our experience was made significantly better thanks to James with Westin's valet/shuttle services. He consistently went above and beyond to ensure we got to each appointment on time.||James was proactive, attentive, and genuinely personable. He seemed to anticipate needs before we even voiced them and was always quick with a warm greeting and helpful suggestions. I also observed him treating other guests with the same level of care and professionalism.||In a time that was stressful and emotionally taxing for our family, James brought a sense of ease and comfort that truly stood out. He is a shining example of exceptional hospitality, and we are so grateful for his kindness and support during our stay.

Positive: The room was fantastic, staff was very nice and professional. Cleanliness all the way around. Negative: Although location of hotel was close by to the venue I attended the front of hotel is kind of a pain due to it being a busy area but if you don?t mind valet parking it?s no problem.

Needed a room at the last minute so my daugher and I could support my wife who was an inpatient in a St. Luke's ICU. The phone check-in was facilitated by Megan (if memory serves, her last name is Boyer). Megan was very accommodating and friendly in setting up the reservation, but the experience became extraordinary when she unexpectedly volunteered to meet us in the hospital to escort us through what is a bit of a maze to the hotel. This might sound like a very small thing, but for us, under the duress of having a loved one in ICU, it was a huge gesture, and it immediately made an indelible impression on me and my daughter. The walk over, gave us an opportunity to get to know Megan a bit and learn that she was passionate about the unique opportunity having this property in the Texas Medical Center affords her to assist patients and/or their families and loved ones in their uniquely challenging time of need. When we got to the front desk, she checked us in herself and made sure we got a nice room. As it turns out, the hotel's maintenance team also deserves a shout out. The door to the room was quite sticky and the rolling door to the bathroom was hard to open and close. The maintenance crew was at the room within minutes of me calling the front desk. In a telling testament to the hotel's commitment to customer service throughout the staff, I'm pleased to report that even the maintenance crew was atypically professional and courteous. They explained what was wrong with the doors and invited me to come and check them to make sure they were fixed to my satisfaction (another extremely nice touch that might sound small, but again left an indelible impression). A 5 star stay indeed!

Timothy and Joy at the front desk were excellent and the definition of professional. That kind of customer service is rare in the hospitality industry these days. This is an excellent hotel that is extremely accommodating, especially for medical guests. I'll never forget the first class service.

A very nice Westin in the Houston Medical Center. I'm not sure how old it is, but our 1 bedroom suite looked new. It was huge. Loooved the fridge, thank you. Very nice, modern furnishings. It was also very quiet. Valet parking was easy, I think $45. There's not much parking in the Medical Center. What they do have is a light rail train just outside the hotel. I was not aware of that until we arrived. So very convenient, esp if you like to walk and explore on foot. You can take it all the way downtown, as well as Midtown, Museum district etc. Hermann Park is short walk away. Rice University as well. I loved the location. Not as much traffic as most of Houston, and very easy access to freeways. Also, the Medical Center is like a small city. It has everything. Lots of restaurants. And more within walking distance or taking the train. The only negative would be the service. I'm not sure if it's because it was the holidays, if people were stressed, but not a lot of smiles. Both the restaurant and the bar seemed to be low energy. Although on our last day there we had the best server for breakfast. She was smiling and that was welcome. Also good value, very good price for a suite. I may just stay here every time I'm in Houston!

This hotel is located in pretty busy area. We parked in a garage connected to the hotel. The hotel was clean and served the purpose for a one night stay. I would visit again if needed.

Stayed here for my 46th birthday. The room was very beautiful. The hotel lined up well with parking and the restaurant we ate at which was Eddie's Vs.

I stayed here for two nights and had mixed feelings about this hotel. The hotel itself was nice, clean, modern. I love the aesthetics and vibes of the hotel room. Your feelings. For two nights I probably paid at least $150 in parking my other complaint was that One of the lamps in the room was not working.

Overall, this is a very nice hotel with a very convenient location. Our check in was a bit complicated and the night manager was extremely unpleasant, however, the rest of the staff was wonderful so I didn't let him impact the overall rating. Our stay overall was really nice. This hotel is updated and modern, and has a lot to offer. They have a free shuttle to the medical buildings and the drivers and valet were all super nice and helpful! The room is modern and has a fridge, table, coffee maker, etc. They have a nice pool, well-equipped gym, a restaurant, and a small little store on property. Location is very convenient. They are right across the alley from the Marriott which has its own coffee shop, a pharmacy, and a larger convenience store. There are a few restaurants on the same block as well.

I came here for an after work Christmas party event in mid December. I did the valet $20 (I know!l) since I couldn't figure out there visitor parking and didn't want to be late for the event. Then I was escorted to the elevator by staff to get to the 5th floor where the event was. Event was in there ballroom on the 5th floor. It was attached to a nice expansive patio with beautiful views of the med center, great for pictures. The event space was great, staff was professional. I am unsure if the food that was served was from hotel or outside vendor so I won't review that. But pleasant experience overall.

An overall delightful stay. The bed is top 5 comfiest beds I've ever slept in, which is either good or bad- depending if you want to miss your meeting to sleep in or not- LOL. Good shower, clean rooms, close proximity to Texas Medical Center. HOWEVER being close means you accept the risk of sirens and helicopters. The hotel is not immune to this. You can order room service for $5 + 20% tab, order breakfast by 3am. I dined in the restaurant and had French toast and OJ. French toast was tasty, and I appreciated the real maple syrup. If you're feeling fancy I might order a hot latte to go and add maple syrup to it (or use leftover from French toast) Breakfast came in 5 mins while the restaurant was relatively empty for the morning. (~9:30am) Overall would stay again. Valet parking is available for $45+ tax/ night Additionally they offer complimentary luggage storage, which is super nice.

Terrible. I waited 5-10 minutes at the front desk before anyone showed up to check me in. When I came to the bar, it was filthy. Uncleared plates, and drinks, not cleared, despite staff sitting around chatting with one another all around. There is zero management at this property. Staff have been neither trained nor supervised. This property is a franchise, and it really shows. Avoid and go to the Marriott right across the street. This is the worst Marriott property I have ever visited.

One of the best hotel stays I've had in a while. I'll point out the only negative first. The bathroom door was a glass sliding door that didn't stay closed very well. As a solo traveler that didn't matter but if you are staying with others, that might be problematic. Now for the good stuff. I used mobile key and did not visit the lobby for check-in nor check-out. Westin beds are amazing. Better than my bed at home! The comforter was crisp and beautifully fluffed at the foot of the bed. There was so much unique ambient lighting in the room with a simple guide to show how to turn them on and off. The lighting gave a soft soothing glow to the room. My room had a high-top table with two high-top chairs. I also enjoyed streaming my own music through the TV. Hopefully other Marriott properties have this feature as well. Great property. Highly recommend!

$46 for valet. It's infinitely faster to park yourself. Don't charge $46 for parking then ask for a tip, folks. Just don't. Bonus: you're supposed to be able to request your vehicle via text, but this doesn't work, so go stand in line and wait...all for the low fee of $46 PER NIGHT. The room? Not awful, but the fridge keeps you're items nice and tepid. Bed is decent. Read up on the elevators before you visit--they're beyond confusing. Stay here again? Not a chance. Far better properties nearby, Marriott or otherwise.

The Westin at UT Houston Med Center has a very minimal appointed decor. On the fifth floor there are beautiful views from several areas which includes check in, conference rooms, and the Terrace 54 cafe. The guest room was also minimally decorated and on the small side. We were here for a reunion and had events in two of the conference rooms. One was a buffet luncheon. The food was good and the service was great. The other was a cocktail/appetizer event. Again the food was good and the service was great. We would stay here again; however, it would not be our first choice.

Imagine how you will feel when you wake up in the morning and lift the quilt and see this.

For what I paid it was a disappointment. King room was small and the only table in the room was a high top bar style table and stools. On top of that due to the size of the room the only place the table would fit was directly in the path of the AC/heater.. water pressure in shower was meh but the sink was barely a trickle... Staff was incredibly helpful and welcoming but couldn't win over the faults of the rooms..

We needed to stay close to the medical facilities. Unfortunately the rodeo was occurring so there were no medical discount rates available when we called and asked. We needed to be close by the hospital for a few weeks. Spoke with Malvin at the front desk since we had to check out. He worked with the Sales department to extend the medical discount. On the day of check out he called to let us know he was still working to get the lower rate. He was able to get permission for the lower rate and extend our stay another week. Malvin went above and beyond. No one else offered to help us get the lower rate. We are extremely grateful he took the time to research this option. The hotel itself is fantastic! The housekeepers on 11 and 16 are rockstars who do a very thorough cleaning. Just spotless. We enjoyed breakfast and the waiters we friendly and attentive. Avocado toast was awesome. The valet team is so efficient and friendly. Great team!

Adding pictures and videos from my latest and 3rd stay at the Westin Medical Center in April 2022! The staff and property does not disappoint with attention to detail, cleanliness and overall a great customer experience. The Westin Medical Center is definitely one of the shining stars of Marriott properties!

To the only hotel that satisfied me with the greatest sleep in my entire existence, I thank you. The valet parking can make you nervous at first, but to keep your car safe while you shuttle bus around or Uber?! Why not! You're in the medical center for goodness sake, parking is near to impossible, let the valet take care of it, and grab some delicious water with cucumber and have a grand ol time. Right by the Houston Zoo and science exhibit. Check in is on the fifth floor, a little confusing at first, but it's also next to the bar in which they cure up a fantastic Manhattan (Straight up, if you're feeling essentially naughty) There's also a Halal Guys right around the corner of the hotel for any late night cravings. Bye.

Here to speak at an event and had decent expectations for my stay. They had champagne for breast cancer when I arrived as one of the organizations was having an event. But apparently that façade is where the service ended. An example, I wanted to order room service on 10/20 in the evening around 9pm. Called down several times and no answer. Then it finally rolls me to the front desk where the sassy lady says "well why don't you come down and order what you want in the restaurant and they'll bring it to your room". WTF is the purpose of room service then? I could just get dressed and go out to get it cheaper. Her attitude and the whole thing was just not cool. Apparently being a Bonvoy member has little meaning. Won't stay here again!!

This hotel is "decent". It's not anything too special but it's also not the worst. It definitely has a minimalist vibe going. I stayed for 2 nights during the summer. I did enjoy the outdoor lounge area. It was nice to sit out there with a book. There are many restaurants within walking distance. Keep in mind this hotel is located in the of a the Texas Medical Center... so there will be ambulance noise all throughout the day and night.

I stayed here for 4 nights while in Houston and was quite pleased. Good Covid measures, clean rooms , great gym and the bar restaurant was excellent. The location is quite good as well with some eateries next door ! Will stay again

I like this hotel because it's modern and in the heart of the medical center but it still has its issues. everytime i check in here I'm baffled by the fact that check out is at 11am yet i never can get a room at 3pm. i always have to wait a minimum of 30 minutes to get a room. The service at the bar could be better. My dinner sat waiting to be delivered to me at the bar until it was cold. It took 20 minutes to get a coffee at the bar and another 20 to get the check. I gave up trying to sit at the bar and found that the wait staff in the restaurant area are so much better. Housekeeping needs to be more consistent. Everyday after housekeeping had been in I had to check to see what wasn't replenished. One day it was towels. i had to tighten all the connections on the shower head because they were loose and leaking badly. The tub faucet looked like a flood about to happen as it was bent away from the wall. You would think housekeeping would see these things when they cleaned the room. the toilet seat didn't fit the toilet correctly and would slide to the side when you sat on it. The degree of help and accommodation at the valet changes with whoever is working....meaning sometimes they are friendly and helpful and sometimes they are really good at not making eye contact. It's a great location for me but it could definitely use some improvement.

Aside from the gal who checked us in, the rest of the staff was not attentive at all. It took 20 minutes just to put an order in and we had to ask to put it in. Unreal!

I stayed at the Westin by the medical center for 3 nights while in town for work and only have positive to say. The interior of the hotel seems to have been fully redone, so looking at the outside may be misleading. I found my room very crisp, clean, and very convenient for all the things one might need in a room. The location is great, it is right in the heart of all of the medical facilities in Houston. Lastly, the outdoor deck and terrace is a good time. Be sure to go up there and enjoy a cocktail!

Great property downtown. Comfortable, quiet rooms, hot water, cafe on property and other eateries downstairs in the same block. Bathroom amenities are minimal - shampoo, soap, lotion - I suppose in deference to their new Marriott overlords who think a disposable shower cap is a half-cent too much to provide at a higher end property. Valet will provide car service upon request within a three-mile radius. We did this a couple of times and appreciated the option.

Executive Chef Salazar has full control over his menu and flavor options that never disappoint. For three weeks, I stayed at The Westin Medical Center Houston hotel and Chef Salazar's menu never disappointed. Each meal period was varied enough for vegetarians (all types) as well as meat eaters. Below were a few of my memorable favorites: Breakfast - Steel oats with fresh berries and cream fraiche Signature Dinner Dessert - Angel-food cake with raspberry compote. ("Ono-licious" as we say in Hawai'i) Pizza - the Margherita pizza had generous mozzarella cheese and the "Fun Guy" pizza had mushroom varieties, white sauce, and slabs of fresh Gouda cheese Spaghetti Bolognese Ham and cheese sandwich Even my neurosurgeon knew of Chef's food and the restaurant's inside accompanying lounge and the Wonderful outside deck all at The Westin Medical Center Houston.

This was a brand new Westin that opened in a historic building. The builder kept a lot of the original design features of the building. Since this was a new property, everything was new. The elevator takes some getting used to since you select the floor then you go to the elevator your assigned. There isnt any buttons on the inside of the elevator. But eventually, you'll think why are not all elevators like this? The fitness area was quite large (for hotel standards). Lots of cardo equipment, weights and machines. You could see the pool from the fitness room but it didnt look open. If you're a runner, your very close to the Rice University Running Trail (running path that circles the campus). Steps away from Rice University, it's very convenient for the medical centers, Houston Zoo, Houston Natural Science Museum, Hermann Park and Golf Course. They also have a Tesla Model X SUV shuttle that can take you anywhere within 3 miles. Service was great; what you would expect from a Westin. I would stay here again.

Excellent hotel that just opened up in this building! I caught a glimpse of this hotel last time I was in town from the hotel across the street, so I was excited to stay here when it opened. Overall it met all my expectations! The lobby is not the most convenient since it is on the 5th floor so you have to go up from the ground level to check in. However, the excellent service from the moment you arrive makes up for this inconvenience. I was greeted as I got out of my car (almost every time during my stay), greeted inside the street entrance, and then directed up to the 5th floor. Check in was very quick since I did a mobile check in and was directed up to my room. The rooms are great as well. Obviously everything is new, so it has the mossy up to date modern Westin feel. Some highlights include the Keurig coffee machine, 2 little water bottles (which is usually standard at all Marriott properties), luxurious bathroom with rainfall shower head, and great overall design. Nice wood looking floors with a large rug and really cool lighting throughout the room which makes the room feel more luxurious than your typical hotel. Instead of a desk they have a high top table with 2 bar stools in the double bed rooms which I personally find more useful than a desk. Amenities also look excellent. I had a chance to use the gym which was fairly spacious with many cardio choices, weight machines, and free weights. There is also a Peloton which seems to be standard at many Marriott properties these days too. The pool also looks great though it was a little chilly to enjoy it on my visit. It isn't very big, so I can imagine it may get crowded in the summer though the target clientele in this area probably are not here for a pool party. Lastly the location is great! One of the most convenient choices for the medical center and on top of that there are literally a ton of food options on the ground floor of the building. With a walk around you can get cake, Greek food, pizza, and more. On top of that, they have a Tesla Model X SUV shuttle that can take you anywhere within 3 miles. I imagine the Tesla will be in demand as the hotel fills up, but it's been waiting there ready to go throughout the day. Parking is expensive, so I may choose somewhere else when I have a car, but parking is an issue for the entire medical center area. Overall, it has been a great stay and I will try to stay again whenever I'm back in this area.

The staff was friendly and tried their best to accommodate our needs but, all in all, I would not stay in this hotel again. On my last day, I called the front desk several times to get a fresh set of towels and they simply never came. I called twice and went down to the front desk twice; but still they never sent anyone up. Eventually, I had to chase the room service cart across 6 floors just to ask them for a set of towels. In addition to the poor room service, it would appear that this hotel has an insect problem. On our 2nd day we noticed a cockroach on our window sill. We quickly killed it and let the staff know but, it would appear that nothing was done about this. I've been home for less than a day and already noticed a cockroach on my travel bag. I now must spend the next few days fumigating my home to ensure that any insects that followed me from the hotel are exterminated. There are better hotels in the area that are also closer to more Houston attractions. Do yourself a favor and stay at one of them.

Very clean, easy to find, friendly staff, everything was top notch! Is also close to good food, parks, hospitals and only 30 minutes from IAH airport

The hotel is beautifully decorated and the rooms are clean and well appointed. The staff is friendly and anticipates your needs. The food is amazing and Cedrick in the restaurant is the epitome of guest service. His pleasant demeanor is genuine and not forced. If you have any reason to stay in downtown Houston, this is the place to stay.

Really enjoyed my stay at this hotel! Love the patio and the gym! Super friendly staff too. The only "complaint" is the expensive parking. But great hotel overall!

My family and I made reservation here for a 3 day stay . It was a 3 1/2 hour drive for us so we couldn't wait to relax. Upon arriving they do have valet or you can park in the garage which was $24 a night and $40 if you lose the ticket but you also pay as you go. The next day my 6&7 year old sons along with my husband were attending a football game . Meanwhile my 4 year old and I stayed in. Upon cleaning up and fixing the bed . I noticed are sheets had blood all over and this is the bed my 3 boys slept in. I immediately checked the bed my husband and I slept in and found makeup stains on the covers. I was extremely disgusted and upset on how something like this is overlooked. I went to the lobby to talk to the lady at the front desk to show her what filth my family and I had slept in. She immediately apologized and sent room service to my room and mentioned about accommodating my family which was never done or spoken how. Just a reminder to please check your bedding before allowing yourself or others to sleep in it. I did post photos where others posted so it is shown what we were sleeping in.

If your style is minimalist, modern, and intuitive - this is the hotel for you. I am not a usual patron of hotels. For me, this was more of a "getaway" and it completely served that purpose. I left the Westin with a pep in my step & a little less stressed. Sometimes, it's about the simple joys: patio located next to the bar served as a relaxing hangout spot, clean & cozy sheets/pillows/comforter, FAST elevators that were operated by a touchscreen (~oo fancy), reliable wifi, waterfall shower-head, Keurig in the room, hardwood floors w/ a rug, and everyone on the same page about social distancing & usage of masks. The only thing is that in the 2 nights, 1 day we stayed, we didn't have housekeeping come to our room. But amidst this pandemic, I wouldn't either. Thank you for a wonderful stay :)

A nice property, but their kitchen staff is clueless, slow, and lost. Breakfast is always an adventure at the Westin. I've stayed at least a dozen times for work, and I've started to move towards the Marriott next door. I feel bad for management, as they clearly can't hire anyone talented. I'm writing this DURING breakfast - they forgot silverware, drinks, and service.

Great room, no issues. Only complaint is you hear the trains /metro all night but they can't help that. Even on 16th floor!

Roaches! Stayed for a weekend in December and had a terrible experience. The first morning my husband found and killed a cockroach in the bathroom. I informed the staff and asked to be moved to an equal room. They moved us to a smaller room with less of a view right across from the elevator. Several hours later they were able to move us to a room that was equal to our original room but one of my purses went missing in the process of moving multiple times and I never got it back. This wouldn't have happened if they were cleaning appropriately and keeping up with pest control. I was grossed out the entire time we were there could not relax. If you stay don't unpack and keep all bags zipped closed.

I would highly recommend not choosing this hotel. The management does not care about their customers, only their bottom line. The hotel lost water during the snowstorm after we checked in, and the staff were less than accommodating. They wanted to charge us $5 for water bottles and did not refund us any money for our room. They just said "it's not our problem". Just don't understand why a huge company like this thinks it's okay to capitalize off their customers during an emergency. They should have provided us with water bottles at the very least. Don't stay here.

We come to M.D. Anderson for my husbands treatment every 3 months. We stayed at several different Marriott brand hotels but the Westin is my favorite. The staff is always courteous and they let us bring our 6lb dog. The valet is always right there to help you out if the car. Our room is always nice and spacious. I have never had a bad experience here. I wish I could say the same about other places we tried but now we know and I'm not staying anywhere else.

I am a travel nurse in Houston to help care for Covid Patients. I was very disappointed with the customer service and hospitality at this Westin. As a platinum elite status guest- I have stayed at many different hotels in the Marriott Bonvoy and I had never checked out early until my stay here.

Holy Cow! Am I glad I moved here from the original craptastic hotel I had booked. This place is TOP. NOTCH. First of all, it's a historic rebuild that just opened 01/2020. Second of all, the rooms are very well equipped. Super comfy beds, dining table with a pair of chairs, BIG A** TV, Keurig with Starbucks, mini fridge and a safe. The bathrooms and showers are honestly one if not, my favorite hotel showers. The staff are extremely friendly and accommodating. My only real, honest to goodness gripe? They have a garage, which is hella confusing but they don't have in and out privileges and it's pretty pricey OR, valet. Honestly, it was cheaper to valet but the idea of valet during a pandemic definitely had me pretty uneasy. That said, this hotel is 100% fantastic.

Literally don't waste your money I was charged almost $300 for a room quoted @130 something I do not own a car they charge me for valet parking didn't even ask do I have a car or do I wanna valet the beds are horrible the sheets are like sandpaper the air didn't work the walls are so thin you can hear the conversation of the person in the next room I just would never stay here again in the elevator system is a joke I got stuck on it Trust me don't waste your money

Popped into The Westin to check out the bar. I was met with the most professional, knowledgeable, kindest bartender I have ever met. Dennis knew exactly what the perfect drink for me was, as well as the history behind all the ingredients. I live right up the road but I still might stay a night just to see Dennis.

THIS PLACE IS INFESTED WITH ROACHES; DO NOT STAY HERE! When we first arrived, we were placed in the wrong room and John, the front office manager, changed the room for accomdation. John is amazing, and I wish I would've interacted with him only throughout our stay because it went from a great interaction with John to a terrible experience with the rest of the staff. I stayed 06/26-06/28, and on our second night, I found a roach in our room. We recorded and took pictures of the roach to show proof before killing it and called the front desk immediately. They act like they didn't care and told us they send us housekeeping (which they never did). We checked out the next day and just left. Once I arrived back home from my 20+ flight, I unpack my luggage to see TWO ROACHES ALIVE IN MY SUITCASE. WHEN I TELL YOU IT WAS THE MOST DISTURBING THING I EVER EXPERIENCED, I called the hotel immediately. I was in contact with Melone (the guest relations manager), and she told me she would not accommodate without my proof. I sent over numerous videos and photos to her via email, which took her 24 hours to respond, and she told me she would only refund ONE NIGHT OF OUR STAY! I let her know that was unacceptable, and the fact I came home back with a pest in my bag was even worst. After a 6 hour wait, she finally decided to refund our whole stay and let me know pest control is coming to fumigate (which means they have roaches). The bottom line: do not stay here; they are infested with roaches. It took over 24+hours for them to refund me after debating if I was lying or not speaks volumes for the staff. They did not even want to refund me, nor did they offer a free stay for next time or any other Westin location. As a Marriot member, I'm highly disappointed with how they treated me as a guest and the fact they weren't trying to cater to their guest.

I'm a loyal Westin Houston medical guests because I get treatment at Md Anderson and we've always book the hotel thru hotels. Com. Right now we have been here since Feb 12 and booked direct. It's been a very very tough week at hospital. This place always give us peace and last week since we've been back from my hospital release the service at room service is very disappointing. Every order is late and incorrect items sent. I've been in hospitality industry for over 20 years and I've never experienced anything like this. I've called the manager and have not heard back. We don't want any compensation or anything at all except good service as Westin is always known for.

Worse customer service ever!! Woman working at 1am on 7/18/2021 had the worse customer service and attitude. We made a reservation for this hotel using a third party booking website (like we always do) we got to the hotel to check in, and the lobby assistant was so rude, had a very bad attitude and just was not willing to help at all. She asked for the last name and reservation number, briefly glanced at her screen and said she could not find our reservation. Asked for proof of it and said we would have to call the booking company or else she won't be able to check us in until 3pm. This was at 1am after driving for a while. We wanted to stay at this hotel because of the good reviews it had but apparently it's all lies. We understand the reservation may not have "shown up" on her system but for her to not even be willing to actually search for it is careless. Other hotel chains search for it and find it. This woman was just rude, loud and honestly had an attitude. She does not know what that customer could be going through to be treated that way. This is not acceptable.

I visited the hotel and was interested in booking a suite for today . I had Karen as the front desk attendant. I am an African American Woman. I asked if a suite was available. I was told by Karen that the hotel was booked. I had my doubts and checked online. I was able to book a suite online. I was sad that at the height of where we are with RACISM. Breonna Taylor, Elijah McClain, George Floyd and many more cases in regards to Racism, Prejudice and being BLACK in America. I felt judged and not welcomed. Once I booked the suite online. I went back to the hotel and let Karen know that I was able to book the room. Karen claimed that they had a different system but I was able to check in to the room and was giving the keys to the room immediately after booking. I asked to speak with the manager and supposedly Abigail was in a meeting. I am disappointed with this treatment and poor customer service! There needs to be a training on customer service, diversity and inclusion. This is not okay! Nor should it be normalized.

I was very disappointed in the service for this hotel and its price. We are here because my grandson has surgery scheduled in the morning. We arrived around 715pm, pulled in to the valet area and the valet was on his phone at the kiosk. My daughter and I exited our vehicle, opened the back hatch, took my grandson out of his car seat and my daughter walked past the valet to obtain a luggage cart. At this point the young man looked up from his phone as she passed by him with the cart and said, " I can get that." At this point I realized that if the front end service was this poor then the rest will probably go downhill. I parked my car myself, after asking him where to go. I mentioned to the front desk when checking in that I was disappointed in the valet service and her response was, "oh." she never asked why. We will not stay here again, and I recommend you look elsewhere as this hotel room is small, uncomfortable and way over priced for what's available in this area.