There are several things that this Westin hotel need to improve. From the look and feel of the dark and seemingly stuffy hallways, the relatively audible air conditioning system, and quality of the linens and towels. These are not major issues but could use improvement at this stage. However, the one aspect I do want to point out here is my experience with the room service.
I arrived late Sunday evening from Toronto. By the time I got to the hotel and checked in, it was 10:30 PM, at which point I was famished. Most nearby restaurants in the area have closed their kitchen by 10 PM, so I had little choice but to order room service. I picked up the phone and ordered at around 10:45 PM, from the dinner menu which was clearly indicated is served up until 11:00 PM. The room service attendant was friendly and took the items I ordered without why issues, and promised me that the food will arrive around 30 minutes. I waited and waited, and at around 11:10 PM, i received a call informing me that my main dish is no longer available at this time even though I ordered it prior to 11:00 PM. The reason, I was told, was because the kitchen staff were no longer available to prepare them.
I didn't put up much of an argument, mainly due to fatigue and hunger at that point. So I replaced the item with one that is available in their late night dining (available 11:00 PM onwards). At that time I asked the attendant whether the appetizer I ordered will be a problem, but he assured me that the kitchen has confirmed that this one will be prepared.
Within 5 minutes of me putting the phone down, I got another call informing me that now the item they confirmed to be available before is no longer the case. I now had to replace it yet again. At this point, the staff offered me a 50% off the price of the total order. So now I assumed that I had to wait another 30 minutes for the order to arrive. I waited and waited and called them and eventually I got the food at around 11:55 PM.
I'm not going to rate this service as terrible, but I do think that this could have all been avoided if Westin kitchen staff would honor what has been written in the room service menu. Running out of stock of ingredients was one thing, but to have the kitchen staff become not available prior to the designated time is not acceptable for Westin.
The other thing I wanted to point out is that, Westin staff should by now realize that price discounts don't really count for much from the business traveler's end. Discounts from this kind of inconvenience are irrelevant for us because the benefit is not ours to keep. What I think should be offered instead are extra services and tangible good to make our stay more pleasant. This is a safer course of action for everyone (business traveler or casual travelers alike).
- Official Description (provided by the hotel):
- Expect a warm welcome when you arrive at The Westin Galleria Houston. Connected to The Galleria Shopping Center it is the only place to stay for ultimate leisure, entertainment and recreation. ... more less
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- Also Known As:
- Westin Houston
- Houston Westin