DoubleTree by Hilton Hotel & Suites Houston by the Galleria

5353 Westheimer Rd Across from the Galleria Mall | Houston, TX 77056-5474  [SEE MAP]Houston, TX  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 2

DoubleTree by Hilton or Palace Inn

Aug 3rd, 2020

My partner and I stayed here this past weekend. We felt that without a doubt a Hilton branded hotel would have great precautions in a COVID high risk area as Houston numbers are currently. We choose contactless checkin which was great until we realized that one of us would be without a key to enter room/parking garage. We went downstairs to the lobby were there were multiple guests standing in line without wearing masks. Granted there is signage everywhere in the hotel, we have only been in this pandemic for the past several months, and the State of Texas is currently under a mandated wear a mask in public. Not only did we had people enter with us the elevator without wearing masks (and they were coughing), but they kept coming into the elevator without any regard to the number of us that were already in it. The keyless entry ended up giving us an error while trying to enter the parking garage, so we ended up having the parking attendee give us a guest pass to be able to exit. We were displeased that the hotel didn't have more employees on hand to address enforcement or guide people, or limit the number of guests entering elevators to keep so social distancing in place. In the morning, our elevator had trash leftovers just sitting there. Additionally, Staff didn't seem welcoming or engaging whenever an interaction was required. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Nice location but poor adherence to public health guidelines

Aug 1st, 2020

Travel around the world has been seriously diminished due to COVID-19. Even when traveling, hotels and airlines are putting in special measures to ensure a safe and healthy travel experience. I have been limiting my travels due to the pandemic, but recently I had to travel to Houston. I have been to Houston many times and stayed at various hotels throughout the city, mostly in the Galleria area. When I was looking this time, I found a good deal at the Doubletree in the Galleria area. I have stayed here twice (see reviews here) and the experience was mixed - the rooms were nice but the service bad - but I decided to give it another try. The hotel has gone through some renovations on the inside (and this was evident in my previous stay in 2017) and since then the only additions have been due to COVID, which included partitions around the check-in desk, markers on the floor for social distancing, wipes next to the elevator, and signs stating masks were required. Other than that, everything was the same including how small the hotel entrance is; the layout of the hotel is such that you have the hotel building, the parking garage, and a small connector between the two. As you enter the connector, the parking garage is to your right, the connector in the middle, and the hotel on the left; the entrance is small generally and gets more crowded once there is a rush. Both valet and self-parking are available. The lobby itself is wide and spacious. The waiting area is right in front, while the check-in desks are to the left and the elevators and meeting rooms are to the right. As both the meeting rooms and elevators are in the same direction, it can become a bit crowded when there events taking place. I have stayed at other hotels during the pandemic (see review here) and their restrictions were far more strict than what was done here. There was no restriction on limiting the hotel to only guests so anyone could enter and exit as they please. Also, even though the state had mandated a mask-wearing policy and the hotel had signs requesting masks be worn, there was no enforcement or verbal reminders regarding mask wearing. In terms of social distancing, the only stickers on the floor were the ones in front of the check-in counters and they were not adhered to by most guests (nor enforced by the hotel staff). Check-in was okay but there was no customer service aspect - no greeting, no welcoming a Hilton Honors member, and not checking the reservation before asking questions, in fact it was the bare minimum of service expected and required; even the cookies, which are normally handed out at the beginning had to be requested. I received the key and proceeded to my room. The waiting area for the elevators can become crowded very quickly as there are 4 elevators all converging onto the same waiting area. They did have wipes for guests to use to wipe down the surface, but this was at your personal preference. Also, other hotels had enforced either a minimum number of guests in the elevators or only same-household groups in the elevators; none of that was mentioned nor enforced here and it was basically to each their own how they wanted to proceed. Previously, given my status, I have been upgraded to a junior suite and those rooms, while outdated, are quite spacious; this time I was not upgraded so I was given a standard Doubletree room. As you enter the room, on the left was the bathroom which contained a toilet, a shower/tub, a sink with lots of counter space. The bathroom was standard with standard amenities and toiletries needed to be requested from the front desk. Further inside the room, on the left were two double beds with a nightstand in the middle. The beds were generally comfortable, decent in size and overall good in sleep comfort. Across from the beds, against the wall, was a console that had a TV on top, an open shelf with the coffee/tea as well as ice bucket, drawers on the bottom, a fridge on the bottom, and a small table next to it. There was a large window across one wall and in between the window and the bed was a chaise lounge chair. There was a lot of furniture in the room and given the amount of things in the room, the standard size of the room, and then add people to that, the room felt small and cramped and some of the furniture needed to be removed to make the room feel more open. The hotel is full-service so there are many amenities for the guests to enjoy including a pool, a gym, meeting rooms, business center, restaurant, parking garage, and wifi. As I said earlier, parking was a nightmare both times I stayed here; you have to pay for parking so considering it requires payment, you think they would come up with a better solution. The gym also needs to be remodeled as its small and is located on the 3rd floor, right next to other rooms (it looks like they converted two rooms into a gym). The business center was 3 computers in the open lobby on the other side of the check-in desks. There was complimentary printing, but there was also a lot of noise; the wifi was complimentary and provided decent speeds. Overall, its an average hotel in the Galleria area. Plus points are the location, the hotel's signature cookies, and the spacious rooms and full-size fridge in the suites. Negatives include inconsistent and poor customer service and horrible (paid) parking situation, and particularly to covid no enforcement or adherence to public health-related guidelines. Given the horrible parking situation, the lack of adherence to public health guidelines and overall the general lack of service provided this was my last time staying at this hotel. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 4

Older But Fine

Jul 19th, 2020

This is an older hotel and in need of some updates. One advantage this older hotel was that my room was very large. The hotel is a little hard to access by the street, but parking is available. Staff were pleasant throughout my stay. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Very dirty And unkeeped

Jun 26th, 2020

What a very bad experience .I'm so tired of hearing the excuse it's because of Covert 19. Our room was filthy, we found somebody else false nails on the carpet. The Outside of the hotel filthy the parking area filthy. Filth is not an excuse anymore. I am a Gold cardholder with Hilton and most times have the best experience with this hotel chain, this is a reflection on management and head office. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Not worth the money. Don't go here. READ THIS BEFORE YOU STAY

May 10th, 2020

To start my wife and I thought for the money we were getting a good hotel. To be direct and to the point, room was dirty, pubic hair in bathroom, no water pressure in shower, and the parking lot is a rip off. DONT PAY FOR PARKING!!! THERE IS A PARKING LOT RIGHT NEXT TO HOTEL! TRIPADVISOR.COM USER 

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