The Westin Galleria Houston

MA

Mert ARAS Local Guide

8 May 2026

Unprofessional Management and Hidden Fees!
I stayed here with a group of 24 students and mentors between April 27 - May 4 (Room 537). Unfortunately, our experience was ruined by a manager named Madison.

From day one, she was far from being solution-oriented. She caused unnecessary delays during check-in and was incredibly disrespectful to our travel agent. The worst part was on our last night: she tried to charge us $10 for every single package received, a rule that isn't on their website and was never mentioned at check-in.

We had to demand the police be called just to get a fair conversation. Only after the Head of Security, Michael Ingram, stepped in was the problem solved. He was professional and told Madison we were right, but the damage was already done. Because of Madison’s aggressive and unprofessional attitude, my team and I will NEVER stay at Westin Galleria again. If you are a large group, beware of hidden costs and poor management.

VC

Vanessa Clemons Local Guide

27 Apr 2026

Check in was great, Tarik gives amazing customer service. However, the room was not great. Our AC had issues keeping the room cool and when maintenance stopped by they couldn't really give a good answer as to why and the biggest issue was finding a dirty sock that did not belong to us in the room like it had been missed during the room turn over. We were also promised connecting rooms with our other party on 2 different phone confirmation but was not the case when we checked in. The location is close to a lot of attractions however, we most likely won't stay here in the future.

KK

Kristina K Local Guide

5 Apr 2026

We stayed at this hotel this past weekend while in town due to a family emergency, and unfortunately, our experience left us really disappointed.

There are definitely some positives. The location inside the Galleria is convenient, and the free parking (at the mall) is a big perk. For families, the standard king room worked well for us—the pull-out couch comfortably fit our three kids, which is not always easy to find. We loved being able to walk into the mall easily.

That said, there are several downsides. The room only has a small fridge, and there is just one microwave in the entire hotel, which is inconvenient for families. The pool was especially disappointing—it’s located on what feels like an empty rooftop, requiring a walk across the roof and then stairs to access it. We’ve honestly had much nicer pool setups at lower-end hotels.

Our biggest issue, though, was the lack of transparency and poor communication around the “resort fee” benefits.

When we checked in late Thursday night, the front desk explained that the resort fee included ice skating passes, an illusion experience, and a $30 dining credit. Because we spent most of our trip at the hospital Friday, we planned to use those perks on our checkout day. After ice skating, I went to confirm how to use the dining credit and was then told it only applied to the night of our stay—something that was never mentioned at check-in and not clearly stated anywhere. We got there late Thursday night and the restaurant was already closed.

The employee I spoke with said she remembered checking us in and told us she would honor the $30 dining credit that day. She instructed us to charge our meal to the room and let the front desk know when we returned and they would take care of it.

However, when we followed those instructions, another employee (Yvette) refused to honor it. She stated that not only was the credit not valid that day, but it also required two separate transactions to use—again, something that had never been communicated to us. She was dismissive and unwilling to help, despite us explaining exactly what we had been told earlier.

At the end of the day, this wasn’t about the $30—it was about the inconsistent information and lack of accountability. We made decisions based on what hotel staff told us, only to be met with resistance and poor customer service.

We actually had plans to return next month, but this experience completely changed our minds. It’s disappointing that something so small and so easily fixable resulted in losing repeat guests.

NK

Nadia K Local Guide

3 Dec 2025

Our stay was good !
But I have noticed quite few things throughout the hotel!
Elevator was not well maintained and it was not clean.
And in our room in general was not very fresh ,bathroom was not clean.
carpet in the studio was kinda stinky and not clean.
The location was very convenient for me but I probably not going there again.

RC

Rachael Caron Local Guide

18 Sep 2025

The hotel is dated. More like a motel. Room was musty. Door locks didn't work. Had to put a chair against my door. I am a Marriott Elite member and I have always had good stays. This one was beyond sub par. Breakfast was not good didn't eat. No juice. Very little selection. My room was noisy and I barely slept.

JO

Jasmine Omo Local Guide

5 Sep 2025

I checked in and literally checked out a few hours later. I couldn't do it.

I'm a lifetime Marriott elite member and I'm sad to say that this property was an extreme departure from what I've come to expect from Marriott properties.

The ladies I spoke with at the front desk were both very kind and helpful (Betzy was one of them). That was the one good thing I can say about it.

As stated by others, this hotel is in great need of an exterior cleaning and renovation. The doors are dirty and the outside is strongly reminiscent of a motel from the 90's.

They've done work to update the furniture and painting inside the rooms. Unfortunately that didn't make up for the rest. In terms of the comments about bugs, I didn't see any live creatures but I was only there for about an hour total. The front door had many gaps in it even when closed so it was clear to see how bugs could get in easily. The door also had some issues with the lock and as a solo woman, I wasn't comfortable staying.

Even when thinking about the value of points being saved by selecting this hotel, I could not stomach it and left and decided to go to another Marriott property in the area.

I'm sure this property has potential but it needs a lot of work!