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Frequently mentioned in reviews: room (17) hotel (16) service (13) great (13) staff (10) Westin (9) call (8) stay (8) customer (7) wife (6)
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  • 2/5 Scott B. 1 year ago on Google
    Good location across from the ballpark, and friendly employees at the Front Desk and bar. Here's why I'm leaving a dismal 2 start rating: Approximately 15-20 minutes after checking out, my wife noticed that our son left his pillow, w/ customized pillow case in the room. Yes, this is *his* fault, but my wife immediately called and spoke with Security, in which they promised to have someone call back. No return phone call. My wife proceeds to call back two additional times. One employee said that we'd have to pay to have it sent back. Ok, fine. The employee never called back to confirm shipping. My wife called back a fourth time, and still they failed to call back, as promised. Listen- I get it; my son made a mistake, but we called back literally minutes after leaving (We just got on I45), and the room hadn't even been cleaned yet. What's disturbing, other than the fact, my son's customized pillow case (more sentimental than anything) is gone, it's the fact that each employee has failed to live up to their promise to call back. Horrible customer service, and not what I'd expect from a Westin property. I will now have to file a complaint with corporate, and I now consider this an act of theft.
    3 people found this review helpful 👍

  • 1/5 Brad W. 1 year ago on Google
    Stay away, save your sanity. Very unprofessional place. Zero communication or accountability. Nothing but excuses. My two room reservations were cancelled by the hotel, without notifying myself or my colleague. We arrived and was told we did not have a rooms, they would not tell us why, and said they would find us a place nearby, the reason we reserved these room were because they are next door to the VA job fair we planned to attend the next day, we are large company looking to hire veterans. I told the young lady helping us that somewhere close would be ok. She came back over and told me she had everything handled and gave me an address and a business card. Once I got to the second hotel, it took the lady a while to find the information, then she said it would be a few hours before I could check in unless I wanted to pay extra, I just laughed and told her to call the person at the Westin Houston downtown, and as of they could not figure this out, I have been up and traveling since 0400 and I was done with the nonsense, she left the area and went off somewhere to make a call, when she got back she had a room for me. The room I had originally reserved was a suite with a king bed, the room I’m in now is a tiny little shoe box with 2 small beds. So save yourself the headache and book at another place.
    1 person found this review helpful 👍

  • 2/5 Hank M. 1 year ago on Google
    Very disappointing. Front desk was dishonest about room upgrades, despite my platinum status and the hotel being less than 50% occupied. As much as I travel, especially on a Monday, upgrades are relished and an act of appreciation. To be denied is disappointing and comes with consequences. That’s a warning to seasoned travelers. The rest of the hotel was fine. So my review is negative to mixed.
    1 person found this review helpful 👍

  • 5/5 Dylan G. 7 months ago on Google
    While I haven't stayed at the hotel. The restaurant inside was great! The wait staff was very attentive, and food was delicious with very large portions! It's a great spot to eat before an Astros game.
    1 person found this review helpful 👍

  • 5/5 Jason L. 8 months ago on Google
    Overall, a great hotel. First the positives: Location (proximity to Minute Maid), fantastic service (everyone from valet to restaurant staff was great), cafe (food was fantastic and actually pretty reasonable for downtown), white tea fragrance. Drawbacks: Rooms. Probably not an issue for one or two people but with four, the best option for a room that didn't mean sleeping on a sleeper sofa was two doubles. That made everything feel cramped combined with the fact that the beds were creaky and loud every time you would get in/out made for a less than stellar experience. (Not to mention there was no upgrade offered despite a Bonvoy elite status which warranted it - presumably for the reason stated above though? Hotel did not seem at capacity.) On a minor note, I miss the little shampoo bottles and bar soap at Westin properties. The bottles attached to the wall, while I'm sure save money for the hotel, feel cheap and slightly suspect. Not what I'd expect from a Westin property.
    1 person found this review helpful 👍

  • 1/5 Spencer E. 1 year ago on Google
    I would give zero stars if I could. There were long curly hairs in our shower upon arriving (in a room of two short haired guys). Beyond gross!! And the staff were just as awful. Will never be back here again. You would be better off at a Motel 6.

  • 5/5 Jeff D. 8 months ago on Google
    Clean hotel. Room is what you would expect and great medical center local. Gym was above average which is great

  • 4/5 Mary W. 5 months ago on Google
    Nice hotel. It is closed everything. Staffs are so helpful too. Good to hang out couple nights on weekends. 🥱

  • 4/5 Corinne C. 9 months ago on Google
    We stopped in the restaurant at the Westin Downtown Houston after the Astros game on Memorial Day and enjoyed a nice dinner before going home. Food was good and so was the service.

  • 1/5 Stephen M. 11 months ago on Google
    Stayed on 3/31-4/1 room 712 Everyone was very welcoming from the valet to the front desk but when we woke up on 4/1 to checkout, my wife and son had a rash on their face. We didnt really think anything of it just figured it was an allergic reaction to something. Then once we got home on 4/1 my wife noticed multiple raised bumps on my upper back. I waited the next day to go to the nearest clinic that was open and they did say it was bites from BED BUGS. I immedietly washed all our clothes and luggage that was in the room we stayed at and called the hotel and spoke with supervisor "Rebecca". She never apologized, and stated that she could not confirm or deny that this happened here. We have never had this issue before so of course our hotel room was place where it occurred. I even advised her that I took pictures of my back as soon as I noticed the marks. She did not seem concerned nor empathetic. Her response was that she will let housekeeping know. I then emailed corporate and still have not recieved a response. We are Gold Elite Marriott Members and this was a poor customer service response to this incident that occured on Westin Property. Very dissapointed.

  • 2/5 Fran B. 8 months ago on Google
    Rebecca needs some customer service training. Upon arrival I sat in the lobby for 2 hours for something that could've been fixed 2 hours prior! Karen told us the kitchen was closed and did last call at 10:38. Luckily we came down anyway and Angi(I think that's her name) and Charlie took care of us. We reported Karen to Rebecca and received excuses! There is a lack of empathy and clear communication. The staff need some customer service training. I wouldn't stay here again!

  • 5/5 Regina M. 6 months ago on Google
    Check-in was smooth, staff was very friendly, very nice clean rooms, food was delicious, bar area was very nice and clean. Highly recommend staying here if you are going to an Astros game.

  • 4/5 Jimmy R. 11 months ago on Google
    Elegant, modern, and comfy - except, the in-room bathroom sucks. Staff was fabulous. Great atrium style lobby bar. Would be a 5 star or 10 out of 10 if the in-room bathroom was not more comfortably sized, instead of designed for a 100 pound teenage girl.

  • 5/5 Chekera 1 year ago on Google
    Valet and staff were absolutely amazing! I have never received such good customer service from a hotel. My boyfriend and I booked a weekend trip from NC to get a feel for Houston and go apartment hunting, and I’m glad we can across this place! Restaurant food was so delicious, as were the drinks from the bar. Even with a full house in the lobby we were serviced pretty quickly. The employee who checked us in even gave us a list of recommendations for apartments, which was super helpful and sweet! The customer service here is impeccable, the room was clean, easy check and and check out, no surprise fees, valet is super courteous and fast, I have no complaints and highly recommend!

  • 5/5 MS 1 year ago on Google
    Wonderful place, no exaggeration. Great guest greeting upon arrival, great hotel security, front desk was amazing! Will definitely rebook and revisit! Use Expedia for the best experience, the agents are top notch!

  • 5/5 Maurice W. 1 year ago on Google
    From the valet to cleaning staff nothing but excellence. All of the staff was nice and professional. I felt welcomed. I will definitely be back on a multiple night stay. Wonderful hotel.

  • 5/5 mel 1 year ago on Google
    If you are attending Minute Maid Park for any reason and need a place to stay, look no further. The Westin Houston Downtown is directly across the street and offers valet parking so your unnecessary car is attended to at all times. The service for all your needs is above excellent, and any questions through text is immediately answered. The rooms are very clean, the on-site restaurant is excellent, and although there is no pool, exercise is obtained through the quality weight room. One of the quietest and more restful rooms it has been my pleasure to reside in. Five stars.

  • 5/5 Luis P. 1 year ago on Google
    Don't forget to use ʜoᴛᴇʟʙᴏʟʟʏ.ᴄᴏm when booking a room. This website will compare thousands of hotel sites and typically will have prices much cheaper compared to others! Thank me later! This resort is one of my favorites in the area. I've been staying here for a very long time. If you choose this place you won't regret it. The Westin Houston Downtown was a great place to stay. The rooms were comfortable and large enough that I never felt cramped. The service was great. As I was in town for a conference, hosted at The Westin, I wound up spending a lot of time in the hotel. The catering was amazing - food as good as The Palm or Mortons frankly. WiFi speeds were slow and there were no wired connections in the room. I wound up tethering my laptop to my phone for the majority of the stay. The only complaint I had was the construction noise in the building. Someone, somewhere was doing construction work. It radiated throughout the building.

  • 5/5 Jeff G. 1 year ago on Google
    Stopped by for drinks and a snack before a concert at Minute Maid Park. The bar staff were hustling to provided great service. The drinks were good and reasonably priced and the food was great. Luis, our server, was excellent. Great place to pre and post game after an event. Bonus points - bathrooms were spotless and well appointed.

  • 5/5 Jessica D. 1 year ago on Google
    One of my favorite date night spots to stay! This is it second visit to this location. Great location and great staff. If I could have taken that whole bathroom and switch it out with mine at my home, Lord knows I would. I love the spa products ( shower gel especially) they have. I even asked the front desk if there was a site where I could find it and but it and unfortunately there wasn’t😢. It’s always a pleasant experience staying here.

  • 5/5 Jorge R. 1 year ago on Google
    Great spot to stay. The valet service is fast, the customer service is absolutely amazing. But our favorite thing about our stay was the restaurant and bar near the lobby. The prices were great, the servers were amazing, and the taste was delicious. Will definitely return here for date nights.


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