The hotel is eclectic and very pretty; it is a true boutique hotel, however some areas of service need a bit more attention.
We chose to stay a ZaZa to celebrate our first wedding anniversary. We called ahead and spoke with Imani to get info on early arrival and late departure. She advised that the room was ready and we could come at any time, that was at 9:30 am, I thought that was awesome. Imani also advised we could check out as late a 2pm. I also asked about having something setup in the room to celebrate the occasion and she had the concierge to call me back. He did call back within 15 mins and I advised him we would be there between 1-2, he agreed he would take care of an amenity for us.
When we arrived check-in was simple and we got into the room fairly quickly. This is where things change for me, stepping off the elevator on the 3rd floor the smells changes to a kind of damp, musty smell. Once in the room the smell becomes a very strong, moldy smell. Housekeeping immediately came in and sprayed the carpet, but that did not help, the smell was there and really strong the entire visit.
Next, I was hoping to find some type of celebratory setup, there was nothing. The bellhop Seth had the concierge to call us after I mentioned it and I was then told, the setup/amenity would is normally ready until after 4pm. I was fine with that, but I wished I had been advised during the phone conversation earlier that morning and I could have had something delivered to surprise my husband. The setup/amenity did not actually arrive until about 5:15ish, but hey at least he still enjoyed the strawberries.
We waited till we got to the hotel to eat lunch and were going to order room service, when my husband called to order lunch the phone just rang and rang, no answer. We ended up going down to Monarch and having lunch there. The service was great; our waitress was very attentive and really quick. We enjoyed the food and the quiet setting. The rest of the evening went well, we had dinner away from the hotel, and it was easy in and easy out via the valet.
The next morning we ordered breakfast through room service at about 7:30, this time they answered promptly, stating a 30-35 minute delivery time. I it actually took over an hour for breakfast to arrive. The breakfast was really good, but not very hot.
Immediately after hanging up from ordering breakfast I called to confirm the check out time. This time I spoke to Karina who told me the latest we could check out was 1pm and that Imani told us wrong the day before and if we stayed till 2pm we would have to pay a half days room rate. What was ironic was my next question was going to be what would be the cost to stay another night, but since Karina was so very blunt and rude, I was like we are outta here ASAP. Check-out was as simple and a quick as the check-in.
Overall, it was not a bad experience, just needs some service tweaks. We may consider another stay in the future since we loved the ambiance and location of the hotel for a quick romantic get-a-way.
- Official Description (provided by the hotel):
- A luxury hotel including restaurants, pool, fitness center, spa & spa cafe with a pet friendly policy located in downtown Houston. Known for their sophisticated service and modern interior. ... more less
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