Royal Sonesta Houston

My recent stay at the Royal Sonesta Galleria Houston began with a disappointing hiccup that colored the entirety of our experience. Despite our check-in at 5 PM, we were informed that our room was not ready, a frustrating delay after a tiring journey. When we returned at 8 PM, hoping for a smooth resolution, we were allocated a room that deviated from our booked two queen beds; instead, it contained one king bed and an unexpected full wheelie-bed. This initial mix-up set the tone for a stay marked by both positives and notable shortcomings. One of the standout features of the hotel was undoubtedly its spectacular views. Situated conveniently close to the Galleria area, our room on the 21st floor offered breathtaking vistas of Houston's skyline, providing a welcome distraction from the hotel's evident age and maintenance issues. Throughout our stay, it became apparent that the Royal Sonesta Galleria, while boasting a prime location and certain amenities, struggled with the challenges of being an older establishment. This was most noticeable in the elevator system, where only 2-3 out of multiple elevators were operational, and those in service were often slow and occasionally shaky—a significant inconvenience, especially for guests situated on higher floors like us. Our room arrangement was also unconventional. We had originally booked two rooms with two queen beds each, with one designated for disabled guests on the 6th floor. Instead, we found ourselves in a room on the 21st floor featuring one king bed and a full wheelie-bed. Despite being located on the concierge floor, which typically grants access to a club lounge, we were disappointed to discover that the lounge was closed during our stay, limiting our ability to enjoy the full benefits of the amenities promised. Comparing our stay at the Royal Sonesta Galleria Houston with experiences at other hotels like Hilton, Hyatt Regency, and Westin (a Marriott brand), highlighted further areas where improvement could elevate the guest experience. Unlike these competitors where we've had generally smoother stays, our time at the Royal Sonesta was marked by several disappointments. Firstly, the Wi-Fi at the Royal Sonesta was notably slow, a stark contrast to the reliable and fast connections we've come to expect at Hilton, Hyatt Regency, and Westin properties. This issue was compounded by a lack of proactive assistance from the hotel staff, who seemed unable or unwilling to resolve the connectivity problems promptly. Additionally, dining options at the Royal Sonesta were a letdown. We ended up spending $11 on two small pastries, a price that felt exorbitant for what we received. This expense was a reminder that the hotel's dining offerings did not match the value or quality found at other upscale hotels. For those seeking better food options, we found ourselves recommending Whole Foods over the hotel's own offerings, which was unexpected and disappointing given the convenience one typically expects from a full-service hotel. In conclusion, while the Royal Sonesta Galleria Houston has its merits such as impressive views and a prime location, it struggles to compete with leading hotel chains like Hilton, Hyatt Regency, and Westin in terms of service consistency, amenities, and dining quality. The issues with slow Wi-Fi, unhelpful staff, and overpriced dining options underscored a need for improvement in these areas to match the expectations of discerning travelers. For future stays, addressing these shortcomings could significantly enhance the overall guest experience and elevate the Royal Sonesta's standing in the competitive landscape of Houston's hospitality industry. Read less

Our stay at Royal Sonesta Houston Galleria was nothing short of a nightmare, especially considering the hefty price tag of over $1,000 for our accommodations. From start to finish, nearly every aspect of our experience fell far below expectations. Firstly, we arrived hoping to check in just an hour early, only to be informed that we'd need to pay an additional $50 per night for an upgrade. Reluctantly, we agreed, only to find that our "upgraded" room reeked of mildew and cigarettes. The sheets were also soiled, prompting us to request a room change. Instead of resolving the issue promptly, the staff moved us to the next room over, which had the same unpleasant odor, this time coupled with mold in the shower. Despite our exhaustion from traveling, we settled in due to sheer fatigue, though the room's outdated decor and motel-like ambiance were far from what one would expect from a purported 4-star establishment. Our troubles continued into the evening when we had dinner reservations at 9:30 pm. We waited a frustrating 20 minutes for the elevator, only to discover they were out of service. This forced us to navigate 18 flights of stairs, a particularly challenging task for my significant other, who suffers from a knee problem exacerbated by wearing heels. To make matters worse, our path to the lobby was marred by sewage odors and sightings of rodents—a truly unpleasant experience. Upon returning to the hotel later that night, the elevators remained dysfunctional, and we were instructed to use a maintenance elevator that was not only filthy but also unsettlingly unsafe. Seeking to address our mounting grievances, I approached the staff to voice our concerns, only to be met with dismissive responses and excuses, with one staff member even suggesting that everyone was dealing with similar issues. When we requested a new room due to the unacceptable conditions, the staff's dismissive behavior and eye-rolling further compounded our frustration. It was disheartening to see such a lack of professionalism and empathy. They even left their vape in my car, but I didn't worry because you might need more than a vape to calm your stress working for this hotel, so I don't blame the valet staff. The next morning, our hopes for a resolution were further dashed when we overheard another guest facing a similarly frustrating predicament with incorrect charges. Eventually, we managed to check out early with promises of a refund for the remaining nights, though the return of our security deposit was needlessly delayed until the original checkout date, leaving us financially strained and forced to seek alternative accommodations. Throughout our stay, the hotel's amenities fell short of what one would expect for the price. Valet parking, priced at a staggering $45 per night, was an additional disappointment, compounded by the unprofessional oversight of leaving personal items in our vehicle. Even basic room service, including clean towels and washcloths, was subject to availability, a policy communicated to us with surprising nonchalance. In conclusion, our experience at Royal Sonesta Houston Galleria was a regrettable one, marred by substandard accommodations, indifferent customer service, and operational failures that severely impacted our enjoyment and financial well-being. Despite initially hopeful impressions from the lobby and promotional materials, the reality proved starkly different. We strongly caution against choosing this hotel based on our distressing encounter and urge prospective guests to consider alternative options for a more pleasant and reliable stay. Read less

Absolute nightmare! 3 luggage carts for thousands of people, and zero help with luggage. You must call and reserve a time to have your room cleaned or it doesn’t get done. This was not gone over at check in. Elevators were broken down for most of the weekend leading to long waits and stair climbs to and from the 11th floor. Called for room service and got an answering service. Requested front desk patch me though, still voicemail, front desk said that they would have room service call, never came to pass. Terrible food from the cafe/coffee shop. Rooms are small and old. The only positive was that most of the staff was friendly. Stay away and spend your money elsewhere. Read less

We stayed for a wedding Event May 17-19, 2024. We booked two rooms. Check-in was easy—kind, helpful, friendly employees. It is an older hotel. Rooms were clean. Beds and pillows were comfortable in both rooms. Great location, easy to find, close to everything. We used Hobby airport. Ten minute walk to mall, which I did and was great. Most things are a short drive away or Uber. The night before the wedding, the an event held on site which was well done in a ballroom. Food, set-up, decor, DJ was excellent. Day of wedding breakfast on site was very good, lots of choices. Constructive advise would be: 1. one room had an alarm clock, one room did not and it went off at 5 am would be nice to make sure it is turned off before new arrivals. 2. Refrigerator was not plugged in. Please check before guests arrive. 3. Sound machines in each room. We were next to elevator on 14th floor, could get a bit noisy, a sound machine would eliminate the noises. 4. I know your slowly redecorating rooms, eliminate wall paper and do tile, easy to clean, is classic and always stays fresh. Yes, I would stay there again. I don’t need new or fancy but I do need clean. It was very clean. Read less