Good but Could Improve
16/09/2019 bethannmahan, Dallas, Texas
I came down this weekend for an event at NRG. I will say, I wasn't sure about this place upon arrival. While checking-in, there was a homeless man passed out in his wheelchair with all of his belongin... more
I came down this weekend for an event at NRG. I will say, I wasn't sure about this place upon arrival. While checking-in, there was a homeless man passed out in his wheelchair with all of his belongings in plastic bags (which is why I am assuming he was homeless). While I do have a big heart and open mind for the homeless, I don't think that this is good for business. While I'm glad the guy could beat the heat and take a snooze, at least let them hang out at another part of your hotel -- not right at check-in. When he did wake up, he interrupted to use the phone. The entire process took a bit longer than usual (15-20m) because I don't think the agent was too sure on how to process multiple methods of payment (3 gift cards and CC). She seemed more annoyed at me than anything, even though the instructions on how front desk staff are to process were on the GC print out. Also, there was no acknowledgment of being a loyal rewards member -- other than her letting me know points had been added to my account at the end. This is one thing I really like about BW Rewards, the little water or chips upon arrival or free room upgrade. It really sets you apart from the others so I think you should start implementing that at this location. The rooms are huge and clean. Comfortable bed. I wasn't too thrilled to have the very first room on the first level; was worried about the noise for breakfast and late night lobby guests -- but didn't have a problem. I will say, your rooms are so clean that the little thing stick out. For example, the tub grout (as pictured). Everything looks newly renovated so I was really thrown off to see that. It made the shower experience less than desirable. Overall, this is a good spot in Houston. Cheap Uber rides to and from NRG. Plenty of places to walk and get a meal. It was good for one night. Not sure I would stay at this Houston BW location again. less
Best Western G, General Manager at Best Western Galleria Inn & Suites, responded to this review
Thank you for your feedback. We will share your feedback with team member. Training them for better customer service. Hope to see you next visit.