Staybridge Suites Houston - Galleria Area

One of the most comforting experiences

ByJuanjo

tháng 9 23, 2025

One of the best experiences I've had visiting Houston recently. It's a very comfortable hotel, and its staff is warm and committed to service. Their smiles are genuine, and you can really tell they care genuinely about their guests.

Xuất sắc

ByDylan

tháng 9 19, 2025

This place has always been nice to stay at. Very clean nice people all around great experience.

Quê hương xa nhà

ByNany

tháng 9 18, 2025

I had an amazing experience at this hotel. The one downfall they have is their washer and dryers. Don’t all work properly.

Thiếu điểm

BởiHassan

tháng 9 04, 2025

I am very upset because I did not receive my loyalty points for my stay from May 31 to September 2, while all of my friends who stayed during the same period and booked the same way received their points. This has been very disappointing, and I hope the hotel can look into this issue and resolve it as soon as possible.

Houston Visit

BởiMitch

tháng 9 02, 2025

My wife and I once lived in the Katy area and have been living in the Austin area since 2018. We decided to come back to Houston to get away and had a wonderful time at this hotel.

Second visit. Good hotel

Byrdemian

tháng 8 29, 2025

Great newer hotel. Found the rooms to be comfortable. Smaller than the average Staybridge room but very modern

Severe Service Failures and Unprofessional Conduct

Bởi0821

tháng 8 25, 2025

I am writing to formally escalate a deeply concerning experience at Staybridge Suites that demonstrates systemic service failures, gross unprofessionalism, and behavior wholly incompatible with the IHG brand promise.
On 21 August 2025, I booked my stay through the IHG Diamond Elite line. Upon arrival, the front desk experience was alarmingly poor. The associate, later identified as Samantha (Manager), failed to provide a basic greeting or status recognition and immediately claimed she could not locate my reservation. After I questioned whether my name was spelled correctly, the reservation “appeared.” Rather than acknowledge my Diamond Elite–Ambassador status or apologize for the error, her demeanor remained curt and dismissive. She stated, “You must have just made this reservation,” and informed me that my reserved King Suite was unavailable—offering only two queen beds. When I indicated this was unacceptable and that I would cancel, two King Suites were suddenly “found.” This behavior reflects both dishonesty and willful disregard for service standards.
Throughout my stay, Samantha’s interactions—whether at the desk or in passing—were consistently cold, rude, and unprofessional, which is alarming given her position as a manager.
On 24 August 2025, I booked again due to business in the area. At check-in, another employee failed to recognize my status—a recurring systemic lapse. I requested a quieter room (as the front-facing rooms suffer from intolerable traffic noise), but was told to wait until the next shift.
The next shift began promisingly, with a courteous female employee assuring me she would follow up after 12 PM and if not for me to call the front desk. When no call came, I phoned the desk. A male employee—later identified as Devin—responded brusquely, “We don’t have any right now,” and slammed the phone down. When I confronted the issue in person, Devin denied making the call despite there being only two employees present and the other employee was a female. Devin later stated that the phone slipped and slammed itself. I immediately filed a formal complaint with IHG.
What followed was even more troubling:
• Devin later called my room asking for my name. This behaviour was harassing, inappropriate, and potentially retaliatory.
• Upon confronting both employees for their continued disrespect, Devin provided inconsistent explanations, while Samantha defended him and then attempted to order me to leave the front desk area instead of resolving the issue.
This experience demonstrates a profound failure of training, supervision, and basic hospitality principles, compounded by deceptive behaviour and disrespect toward an IHG Diamond Elite-Ambassador member. The actions of Samantha and Devin constitute not only a brand-risk scenario but also a potential liability issue should such conduct escalate with other guests.
Failure to address this incident undermines trust in the IHG brand and signals an unacceptable erosion of service standards at Staybridge Suites.

I request the following actions:
1. Immediate review of this property and its management practices, including Samantha’s role as a manager.
2. Documented disciplinary action and retraining for the employees involved.
3. Full compensation for my stays and documented assurance of corrective measures to prevent recurrence.

POOR STAY

ByOSCAR

tháng 8 16, 2025

THE ATTITUDE OF SOME OF THE FRONT DESK STAFF ARE NOT WELCOMING AND I GUESS THEY ARE RACE OR COLOUR BIASED MOST ESPECIALLY WHEN THEY HEAR YOUR ACCENT AND KNOW YOU ARE NOT FROM THE UNITED STATE, ALSO I WAS TOLD I HAVE A COUPON OF $25 FREE TO USE IN THE WITHIN THE HOTEL BUT I WAS SURPRISED THEY CHARGE ME WHEN I CHECKOUT.

tốt

ByFeng ze Jason

tháng 8 02, 2025

The hotel was exceptional — clean rooms, friendly staff, and a perfect location. The service exceeded expectations, and every detail was thoughtfully taken care of. I would highly recommend staying here for a relaxing and enjoyable experience.

IHG Galleria Stay

ByFahim

tháng 7 31, 2025

Good stay in general.

Clean facility. Nice room. Good breakfast and F&B.

Staff can be more responsive with housekeeping requests. Should also be more knowledgeable about IHG member benefits.

Lưu trú tại khách sạn tuyệt vời

Bởi Erica

tháng 7 31, 2025

Comfortable hotel in a great location, near the Galleria Mall, with lots of restaurants in the area. Staff was incredibly kind and helpful. My room was very comfortable, with several kitchen utensils.

ByWelder 2

tháng 7 29, 2025