Posted Mar 27, 2017
The location is amazing. It is right in the heart of everything and right off of the main interstate. The rooms are very clean as well as the different areas within the hotel. I really enjoyed the use of the pools and fitness areas; reminded me of a Fitness Club. As for the staff, I was disappointed in them for their lack of assistance. Something so simple as a need for a microwave made it clear no one cared. There are no microwaves in the rooms, so I went to the guest desk to find out where it was. She told me she would have one sent to my room, then she said "they said it doesn't work so we can't send it." Of course I asked where I should heat my food, and she said she didn't know and to try the restaurant. They shot me down because it wasn't their food. I asked third person who said he couldn't help. I asked one last guy who really seemed to try and walked me to 2 ladies who declined to help. That is a total of 6 people and only one attempted to help after the amount I paid for. I'm really big on customer service, so my disappointment was around their lack of interest to help. I'd rather them take my food in a break-room and ATTEMPT to help than what they did to me.
Comment from Hotel Management
Mar 30, 2017 by RSH, Hotel Management
It was a pleasure to host you and we thank you for taking the time to share your review. It warms us to read that our dynamic location served you well and provided you with every convenience needed to enjoy a proper experience in Houston’s Galleria neighborhood. We are equally as pleased that you felt so perfectly at home in the comforts of your room and that your visit allowed you the time to explore many of the hotel’s other amenities, including our Fitness Room and pool. We appreciate you sharing your feedback regarding your request for a microwave and we offer our sincere apologies that one was not available. While they are not an in-room fixture, we do have several available that can be delivered to a guest room upon request, on a first-come basis and it sounds like the last one available was not in proper working order. Without a microwave available, we regret to learn that other solutions were not offered and we thank you for sharing these details with us so that we can ensure others do not share your experience. We apologize once again and we hope you will join when your travels next bring you to Houston so that we may have the opportunity to win back your heart.
Yours in Hospitality,
Royal Sonesta Houston