Guest User
July 22, 2024
We weren't able to get out of town to celebrate our 12-year wedding anniversary, so I wanted to find the nicest hotel in Houston to spend some time with my wife. Drawn here by its reputation for elegance and its fantastic location; this hotel is undeniably beautiful and classy, fitting perfectly what we were looking for. However, our initial experience left us feeling a bit disappointed with the service, and we started to wonder if the hotel truly understood what 5-star meant. Fortunately, things took a turn for the better when I shared my concerns. Christine, the Director of Rooms, was incredibly understanding and went out of her way to make things right. Christine not only apologized sincerely but also assured us that our feedback would be used to improve staff training. She even invited us back for another stay, promising that we'd experience the level of service she expects from her team. I understand that everyone is human and can have a bad night so we decided to give the hotel another chance. We're so glad we did! Our second visit exceeded all expectations. From the moment we arrived, we were treated to impeccable hospitality that felt like it exceeded the usual 5-star standard. Every detail was taken care of, and the staff made sure our anniversary celebration was truly special. When a hotel is this nice and also shines with exceptional customer service, it really stands out. We're grateful to Christine and the entire team for turning our stay into an unforgettable anniversary experience. We're already looking forward to returning and enjoying their outstanding service once again.