I was booked into this hotel by a large corporation's travel department as there were no other rooms to be found in the Galleria Area. This hotel on its marquee and website describes itself as "Luxury Suites". I would not even have written this review except for the lack of customer service and the fact that they advertise "luxury" and Home-Away-From-Home but do not deliver
Luxury: Noun the state of great comfort and extravagant living.
To save you reading the details... In summary, the only thing I found that would equate to luxury was the size of the suite. The furnishings, appointments, linens, and customer service are about as far from luxury as you can get. I am not nocking Motel 6, But their brand comes closer to luxury than the Galleria Gardens and Motel 6 is not trying to be luxury.
First, the Building and location. While it is technically a part of the Galleria, it looks sketchy from the outside and the alley back to the parking does not seem safe. It is a building in a U-Shape that in the center has a pool (and its noisy pump and filer) -- think Melrose Place (but not upscale). The pool area is surrounded by plant life, that is overgrown and untended. Palm fronds were blocking part of the second floor walkway. (Not Luxury)
The suite over all was large. It consisted of A 4 chair dining table in a nook, a small full kitchen, a living room with couch, desk, and coffee table. There was older picture tube TV (none in the bedroom) and a low quality all-in-one stereo system. The carpet was sad looking, the furniture was mixed--not from a style perspective, but rather looking like it was pieced together by being purchased at garage sales and discount houses. (Not Luxury)
If you must stay here, a suite on the south wing has to be the best choice. I was on the north. Outside my window, and everyone else's on that side, is the back wall and service doors of a strip center less than 15 feet away. This means that all night you hear kitchen noises and the trash bags of bottles from the bar being emptied into the dumpsters. CRASH. (FAR FROM LUXURY)
The bed and linens were of a quality less than most dorm rooms. The sheets had visible spots. The pillows were low end foam. The Comforter was cheap polyester. The mattress springs could be felt when laying on them and when I examined the bed in the morning, the mattress tag was dated December 17th 1998--15 years old! (VERY FAR FROM LUXURY).
The bathroom it self was serviceable but again was a disappointment. The bathroom incidentals supplied, were, full size, oddly scented, off brands that looked like they were purchased at the Dollar store. (NOT LUXURY).
To top it off--there was no hot water. And the front desk is not open until 9:00 so there is no answer at the front desk, nor recording of who to call. The only way to find who to call is to walk to the detached office outside and read the hand written sign on the door. (NOT LUXURY)
After a cold shower, I packed up and went to the office to get my receipt (they actually charged my card in advance at check in) a real classy touch. I stayed at the St. Regis in Houston a few years back and the had such low standards that that charged me after my stay.
I found the above mentioned sign on the door and called. The person who answered sounded half asleep. They said that I should leave my key in the room and a bill would be forwarded by email. I started to complain about the lack of hot water and was told that I must have used the shower wrong. I explained that I tried both extremes of the single handled shower for 5 minutes and both sides were cold, one was maybe a little colder than the other.
The man sounded annoyed, and again I was told must have done it wrong. I hung-up, gave up, and left.
I called the hotel a day later to see why my bill had not arrived and asked to speak with a manager. I was told by the manager I must have used the shower wrong...Excellent customer service...blame the customer...she must have learned basic customer service from the other guy. I explained to her and she agreed that the shower had a single handle with hot to one side and cold to the other. I explained that I tried each side (under the possibility that it was plumbed wrong) for 5 minutes, and there was no hot water. She again said I must have done it wrong, but could not explain what I should have done besides trying clockwise or counter-clockwise.
I gave up.
It then took three emails to get my bill and it was sent in a file format that the average person would not be able to open unless they had a very older computer or downloaded a viewer from Oracle.
I am not impressed and am not returning. The large company's travel department was none too happy either and blacklisted the hotel from their system. If you want a true luxury suite, you will have to pay more and I recommend the Hotel Indigo just around the corner. I was there a week previous and that was truly wonderful experience and hotel.
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- Also Known As:
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