The Westin Houston Medical Center Museum District

I was at this hotel for a business meeting. All the personnel at the hotel were VERY attentive, and if we asked for anything they would immediately respond. The meeting rooms were just what we needed. We also arranged for meals for the meeting from Terrace 54, the hotel's restaurant. The food was good, delivered hot, and we're reasonably sized. The hotel is near lots of hospitals, but I rarely heard ambulances from inside the hotel.

Needed a room at the last minute so my daugher and I could support my wife who was an inpatient in a St. Luke's ICU. The phone check-in was facilitated by Megan (if memory serves, her last name is Boyer). Megan was very accommodating and friendly in setting up the reservation, but the experience became extraordinary when she unexpectedly volunteered to meet us in the hospital to escort us through what is a bit of a maze to the hotel. This might sound like a very small thing, but for us, under the duress of having a loved one in ICU, it was a huge gesture, and it immediately made an indelible impression on me and my daughter. The walk over, gave us an opportunity to get to know Megan a bit and learn that she was passionate about the unique opportunity having this property in the Texas Medical Center affords her to assist patients and/or their families and loved ones in their uniquely challenging time of need. When we got to the front desk, she checked us in herself and made sure we got a nice room. As it turns out, the hotel's maintenance team also deserves a shout out. The door to the room was quite sticky and the rolling door to the bathroom was hard to open and close. The maintenance crew was at the room within minutes of me calling the front desk. In a telling testament to the hotel's commitment to customer service throughout the staff, I'm pleased to report that even the maintenance crew was atypically professional and courteous. They explained what was wrong with the doors and invited me to come and check them to make sure they were fixed to my satisfaction (another extremely nice touch that might sound small, but again left an indelible impression). A 5 star stay indeed!

Disappointed in the overall service provided by the staff. Upon check in…my fiance and I decided we would enjoy drinks and a meal at the restaurant located in the hotel. It took thirty minutes for a member of the staff to acknowledge us despite sitting directly at the bar. I would like to add this was even more shocking as I watched employees go back and forth behind the bar to make themselves personal drinks. Once I realized we wouldn’t be getting service, I visited the hostess stand and asked to place an order to go to see if that would be of some success. Of course not. I finally had to ask for a manger who tried to correct the issue with a drink coupon but the real issue was the staff. Once the team members were made aware of the issue, it seems like we were treated worse. As a couple we decided we were going to push through and enjoy our time. On our final day, my fiance fell on the slippery tile at the pool which is a slip hazard in itself. We were given ice in a ripped up trash bag and received no follow up after that. I can honestly say what was supposed to be an enjoyable experience was a regrettable one. I’m hoping to speak with management about my experience soon.