I have to say I was so disappointed in this hotel. We had my son's birthday party at the aquarium (which was EXCELLENT) and decided to make a weekend of it for my kids. I booked a BAY view with 2 queen bed room since there are 4 of us and my kids love to look at the water. We came over after the party and lunch to check and was told they didn't a room with 2 queens. They would be more than happy to give us a king with two roll aways. I said no, if I wanted that I would have booked that the first time. When I asked the extremely rude lady behind the counter why they didn't' have my room she informed they don't guarantee beds. I was shocked, I have never heard of a hotel not guaranteeing beds. Then when I questioned her on that by asking if I had booked a king and you didn't have one you would give two doubles, she replied by saying yes. I was shocked. They did finally "manage" to find us a room with 2 queens, but I was told it was an island view..not happy, but since my kids were exhausted and it had taken way too long we took it. It was an island view alright, of the PARKING LOT and roof top..soooo exciting !! The room was okay, nothing to be excited about. Definitely dated..there was rust on some things in the bathroom, the counter was cracked, the ceiling was peeling and the caulking on the counter was done really bad. We tried to call for housekeeping bcuz our remote didn't' work and NONE of the phones worked or are labeled. We got busy signals with most of the buttons we pushed hoping to find some one. The only one we could get was by pressing zero bcuz we had no idea who the buttons went to. The next morning both my husband and I woke up feeling horrible. Our heads were stuffed up and neither of us could breathe. We couldn't figure out why til I was laying there watching tv and noticed my feet were higher than my head. So our bed was slanted so bad it made us sick. Upon check out we called for valet and he went down to find a luggage to carry our stuff out. He couldn't find one, when he asked for some help he was informed they didn't have any, they didn't' know where one was and they couldn't help him. Fine, we'll just carry it. Get downstairs and our truck was sitting out front bcuz valet had brought it around, but there was no valet around and it was locked. I get keeping it locked for security, the but the booth was empty, so my kids are standing outside in 40 degree weather waiting for my husband to find the keys so he can let us in. I have to say it was one of most mis-managed valets I have ever seen. Overall the experience was horrible and as a travel agent that specializes in Disney vacations and the cruise line that leaves from Galveston now I will make sure to not recommend to clients to stay here before the cruise. It would be no way to start a vacation. I am thoroughly disappointed in the hotel, the staff and the overall experience at a hotel that is supposed to be so highly rated.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 6, 2013
Good Afternoon Mrs. Benge,
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Thank you for bringing to my attention the circumstances regarding your stay with us. I was truly embarrassed over the series of service lapses that marred your visit with us and, on behalf of all of us here at Moody Gardens, please accept my most sincere apologies.
It is our overriding goal here at Moody Gardens to provide the best in service and accommodations. There was no valid excuse for our lack of professionalism and attention to detail, and I can certainly understand your frustration. I personally went to the room to inspect the conditions you mentioned in your e-mail and agree with all of them with the exception of the bed. A couple of months ago we purchased all new pillow top mattresses and have received very positive feedback . We also do guarantee room types like all other hotels and I have personally talked with the agents and manger involved in this. I know when I travel room type is very important to me and I apologize for the frustration this caused. Please be assured that I have also shared your comments regarding valet with the guest services team. I have credited your stay of $171.35 back to the credit card we had on file for all the service issues. We have started our $30 million dollar renovation 2 months ago and will finish early next year. If you would like to give us a second chance I would be happy to make all of the arrangements personally.
Mrs. Benge, please do not hesitate to contact me personally if I can be of service and I look forward to welcoming you back in the not too distant future. Your comments have been very helpful and are greatly appreciated.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.