The Royal Sonesta Houston Galleria

Elevators not working with a big event going on. Not enough staff for bar restaurant. Ordered lunch and never received. Big roach crawls out at coffee shop. Very unhappy with this stay, especially for the cost.

A good 4-star hotel. The rooms are comfortable, though a bit dated. The buffet breakfast is good quality (though a little pricey: $30 for a rather limited selection). The staff is friendly and responsive. The hotel has a bar and valet parking. The neighborhood (Galleria) is uninteresting, but it's close to the ring road (West Loop), Westheimer Avenue leading to the city center, and the large Galleria shopping center. One minor drawback: the rooms facing the ring road are quite noisy.

I don’t know who thought calling this place the Royal Sonesta was appropriate, because after this stay it feels more like the Royal Sinister. I’ve stayed here multiple times and kept giving this hotel chances despite ongoing issues. During a previous stay, I became trapped in the parking garage because the doors malfunctioned and the elevators were unreliable. I’ve also experienced repeated air conditioning problems. I overlooked those issues and continued staying here. This time was the final straw. I went more than three days without reliable running water. In the Texas heat, that is completely unacceptable. After days of waiting, water finally started coming from the faucet, but it wasn’t even brown—it was black. Not cloudy. Not rusty. Black. Because the hotel failed to provide one of the most basic necessities of any hotel stay, I was forced to spend additional money on another hotel room simply so I could shower and take care of basic hygiene. Think about that for a second: I paid for a hotel room that couldn’t provide water, then had to pay for another hotel room just to bathe. I contacted the front desk multiple times. Maintenance came to my room and immediately told me there was nothing they could do. When I called the front desk from my room, I couldn’t get an answer. When I called from my personal cell phone, someone suddenly answered. I asked for a manager and was repeatedly placed on hold without any meaningful resolution. What makes this experience worse is that there has been no sense of urgency, accountability, or concern for guests who are paying to stay here. A hotel without working water is already a serious problem. A hotel without working water, without communication, and without a solution is an even bigger one. I’ve tolerated broken garage access, unreliable elevators, air-conditioning issues, and other inconveniences in the past because I wanted to believe this property would improve. Instead, the problems appear to be getting worse. If you’re considering staying here, understand that you may be paying premium hotel rates while dealing with conditions that fail to meet basic expectations. I cannot recommend this property and will not be returning.

Great room, very friendly service.

Jasmine was amazing. Check in was real smooth, her energy so amazing. Anytime I stay in city I will be booking here. Thanks again Jas! You have a bright future ahead of you