Aloft Houston by the Galleria Info
Amenities
Crowd
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LGBTQ+ friendly
Other
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Free Wi-Fi
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Air-conditioned
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Wi-Fi
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Parking
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Star rating
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Check-out time
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Check-in time
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LGBTQ+ friendly
Amenities
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Free Wi-Fi
Best WLM Reviews
I am incredibly dissatisfied and frankly in disbelief over the management and communication I received from General Manager Derrick Neveu. Due to an error at the hotel, I was vaguely informed that my reservation had been canceled. When I reached out, I suggested in that same email the hotel should’ve provide alternatives or at least offer an opportunity to discuss the matter, particularly since my stay was just two days away. Derrick stated it was a “courtesy” that he notified me at all, as he could have canceled the reservation without informing me.
Informing a customer about a canceled reservation, especially due to the hotel’s error, is not a courtesy—it is a basic responsibility in the hospitality industry.
I am genuinely hurt by this experience. I booked months in advance, excited for my stay. To find out just two days before my arrival that my family and I no longer had a place to stay is deeply upsetting, especially when rates have surged and availability is limited.
I am certain I am not the first person to experience this type of treatment, and unless Marriott takes action, I doubt I will be the last. Derrick’s attitude and lack of professionalism are damaging not only to this specific property but to the reputation of the Marriott brand, which I’ve always associated with far higher standards.
Response:
Thank you for your response, but I must clarify that your statement is inaccurate. My reservation was not booked under a Marriott employee rate. This response seems to be an attempt to misrepresent the situation rather than acknowledge the shortcomings in its handling.
To be clear, my disappointment stems from the unprofessional and dismissive communication I received. Both customers and colleagues should always be treated with respect. The communication was neither prompt nor effective, especially when I suggested including alternative options in your initial email given the proximity of my reservation.
While I appreciate the courtesy extended in addressing this matter, I expected a response that better reflects genuine customer service and professionalism.
The Desk Clerk was nice, and check-in went smoothly, as far as this nicety goes. However, the gate to the park was out of order even after the repair company arrived. The Clerk had to help gain entry out at the swing arm. There was confusion using the entry pad from the garage. The Lights in the garage are more out than on. There was missing paint and possibly mold did not get close to see. The AC was on but not cold and felt damp in the room. no couch for the Grands who wanted to come in the room and hang out at the pool. CCTV in place and no one was monitoring (they would have seen the two cars trying to exit and enter for five-plus minutes until the one lady went for the Desk Clerk.
Not safe no clear marking to enter the building(pad).
We recently hosted a 2-day conference at Aloft by the Galleria Houston, and the experience was exceptional from start to finish. The planning process, which took months, was made seamless thanks to Courtney from the sales team. Despite numerous requests and changes along the way, Courtney never once complained and remained sweet, hard-working, and always available. She not only managed everything remotely but also provided hands-on support during the event, ensuring that all our needs were met. Her dedication was evident as she diligently assisted everyone, whether through a phone call or on-site. We were a small group, but we were treated with the utmost care and professionalism, thanks in no small part to Courtney and her manager, Angel, who was also incredibly supportive throughout the event. Their commitment to excellent service made our conference a success, and we look forward to hosting another private event at this fantastic property in the future.
Worst hotel I have stayed at in 10 years of traveling. Beer bottles by the elevators, garbage left in common areas, all elevators reek of marijuana. Room had peeling paint on the tile of the shower(who paints over tile?). Bed sheets were barely on the bed(fitted sheet too loose/big) bed was made poorly. Bed sheets were also yellowish-definitely needed bleach. Some of the lights didn't work. Garbage from previous guest was left in the trash---hope he enjoyed his Whataburger! Sleepy desk clerk didn't argue or apologize when I stated I wouldn't be staying another 2 nights. When she asked why, I simply stated "I don't like this hotel"....she said "that's fair" Manager here should be fired, and Marriott and Aloft should be ashamed to have there name on this location.....such a shame as it is in a great area.
WORST HOTEL I HAVE STAYED AT IN YEARS. The rooms were in horrible condition- my blinds didn't shut, the paint on the shower floor was peeling off, overall it felt grungy. But what really ruined this hotel for me was the horrible, incompetent staff they have working for them. They billed me wrong and when I asked about it no one was able to help me. When you add the numbers on my receipt up they dont make sense and yet no one could figure that out. Truly horrible. Would not recommend this place ever.
I came here to say Kesshawn! He was a total delight to work with. He was professional, helpful and genuine. If every experience was like the one I experienced today I would travel all of the time. The hotel can use some updates for the lobby had a smell and the bathrooms are dated. The three stars is for the hotel, Kesshawn deserves 10!
I stayed here the weekend of August 8 and accidentally left my Aggie Ring on the sink in my hotel room's restroom when I checked out. The cleaners went into my room immediately after I walked out to check out. It took me maybe 20 minutes at most to realize I didn’t have my ring, so I immediately went back to get it. I was only 8 minutes away since I work nearby. When I returned, they told me they didn’t see or find a ring.
I am 100% certain the ring was left in the room because I saw it on the sink and never picked it up. I’m also sure the cleaners entered my room right after I left. I’ve been calling for over a month now to follow up, and the last time I called was today. They still claim they haven’t found the ring, which is hard to believe considering I know exactly where I left it. I’m frustrated by how this hasn't been resolved.
This was a complete DISAPPOINTMENT to say the least. Since I've previously stayed at this hotel several times in the past with my dogs, I figured it'll be the best spot for my dogs and myself again. Boy was I WRONG! The hotel has went down tremendously. The halls smelled of urine. The showers were not cleaned and has a white film over it (keep in mind I changed rooms twice). The keylocks had exposed wiring and batteries. The elevator was dirty, and the buttons were held up with duck tape. I asked for my room to be cleaned and there was a serious miscommunication because my room was not cleaned. All of the doors to the rooms looked as if they went through Hurricane Katrina. For the amount of money that was spent, this waa a HUGE disappointment. Aloft Galleria is literally one second away from being a motel!
100% would not recommend.
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