Omni Houston Hotel — Hotel in Houston

The REAL Review I have stayed at the Omni Galleria more than 40 times so I feel as if I have an extra edge on giving reviews for this location. Let me start by saying the the lobby looks good. Their "30 Million Dollar Renovation" includes nothing more than the lobby though which was devastated by Hurricane Harvey. The Omni HAD to re-do the lobby. The rooms needed renovation more than ten years ago and they were not touched.

Now, let's talk about how the Omni let me down... way down. I leave for the day to come back to a dirty room. By this I mean, they did not clean my room. This may not be a big deal to some but this has never happened. This is not the type of "welcome" you want to walk into after a long day. I called down to the desk and they do not even answer "Omni" they said something blah blah blah management which indicates to me they have a management company running the place now and I can tell the difference. Very disappointing. It was too late to even worry about getting it cleaned...

So, dirty room, I deal. The same day one of my contractors left a package for me during the afternoon. He sends me a text to say who he gave the package to and that they would take it to my room. I arrive to the hotel around 8- 9 pm, go up to my room and there is no package. I call downstairs and the ONLY person seemingly in the hotel knows nothing of a package. There was no supervisor to speak to, just her and the security guard, and she knew nothing. I was irritated beyond belief. I wake up in the morning and call down to the front desk to speak to Roger. He knows nothing about a package. I waited on hold for around 30 minutes before Roger located the package. He told me it was an "envelope" and not a package which was the reason they couldn't find it. Regardless, they sent someone with the "envelope".

I started really looking around and the entire room was dusty, the bathroom shower rod was coming off of the wall, and in general the room was just run down. The mirrors look "antiqued" but are not supposed to be. They did not have all the products out that they typically have in the bathroom and there was no bottled water provided which was one of my favorite perks, however small it may be.

I am beyond disappointed with the Omni Galleria. I have been a Loyalty member for over a decade and can honestly say that I will NEVER EVER EVER stay at this location again. When I picked up my car from valet I told they guy that this was the worst stay I've ever had here and he said I wasn't the only person to say that upon leaving. He indicated that other guests said the same thing about their room being cleaned. There are so many other hotels that treat you like gold but this one does not.

UPDATE: In addition to my terrible stay, Omni billed me for a "no show" in Arizona. I made the reservations online so I'm not sure how that happened but I had to call them and wait for them to agree that I...

Unbelievably Horrible Experience at Omni Houston Galleria: Booked a room today at the Omni Houston Hotel in the Galleria area, expecting a pleasant stay given its reputation as a 4-star hotel. I couldn't have been more wrong. As a seasoned traveler, I have never encountered such poor service and outdated accommodations. Here’s a breakdown of my disastrous experience:

Misleading Location: While advertised as being in the Galleria area, this hotel is not within walking distance to the Galleria or any other attractions. You’ll need transportation for everything, which wouldn't be so bad if their shuttle service wasn't a complete nightmare.

Outdated and Stale Rooms: The grounds might be beautiful, but the rooms are anything but. They’re incredibly outdated and have a stale atmosphere that’s far from the luxurious experience Omni claims to provide.

Abysmal Shuttle Service: We were informed by the front desk about the convenience of their shuttle service, which turned out to be anything but. Here’s a timeline of the fiasco:

We called valet to order the shuttle for a nearby dinner. They told us it would arrive in 20 minutes. We arrived downstairs 15 minutes later, only to be told we’d need to wait another 20 minutes. To avoid losing our dinner reservation, we called an Uber. Of course, the shuttle pulled up as our Uber arrived, but it was too late to cancel, so we paid for the Uber during peak time.

Incompetent Shuttle Driver: Hoping the return trip would be smoother, we called the shuttle to pick us up after dinner. After calling 3-4 times to get someone on the line, we were told to meet the shuttle outside Saks. As we approached the shuttle, it suddenly drove off. My husband, carrying our infant, and the rest of us were left in the pouring rain, desperately trying to get the driver’s attention to no avail.

Pathetic Management Response: When we returned to the hotel drenched and furious, management offered to cover our Uber cost as their solution to our horrendous experience. This dismissive gesture was insulting and did nothing to rectify the situation.

In summary, our stay at the Omni Houston Galleria was the worst hotel experience I’ve ever had. Between the misleading location, outdated rooms, and shockingly poor service, this hotel deserves no more than one star. Save your money and sanity by staying elsewhere. This is one hotel that does not live up to its reputation or any reasonable expectations.

Rating: ⭐☆☆☆☆

I hope this review saves others from enduring the same dreadful experience. Omni Houston Galleria, you have a lot to improve if you wish to retain your...

Shuttle service is useless and ruined the whole stay (twice in our case, waited 40+ minutes each time before giving up and ordering uber to and from dinner).

Valet service is $36 and some change overnight charge that is not posted anywhere or tell you before handing over your keys which they took without even asking (I assumed it was included like our stay in San Antonio was).

View from my room(1124): (11th floor which cost extra and I requested the city view) a parking garage and ugly brown water pond or river (? looked more like sewage dump. just say it was not eye appealing) with a city in the far far background.

Hotel inside is gorgeous and clean. Staff is courteous and welcoming. Room was clean (except for the stray strand of hairs in our shower that my fiance noticed).

Upon arrival they took my keys and unpacked my car. Door staff present greeted us. Checked in at front desk was fast and easy. Took our luggage up to room. (John is a great guy to talk to and showed us all the room features)

Amenities that I are in my preferences were met for the exception of the shower chair.

Called services for check out. Asked for someone to collect our luggage and have the car ready. A woman showed up (looked and dressed like front desk staff) with cart and asked if we needed assistance. Being a gentleman I couldnt insist so I packed the cart myself and took it down. (Thought it would be implied if I called to have someone "collect" our luggage). Check out was fast. Asked about our stay. Told them about our shuttle experience. Told us they will have the Ambassador call us (still no call 6 days later). Expressed their deepest apologies. Did not review any charges. Just asked if they should charge the card on file then folded up the paper and placed it in the envelope (still didnt know I was charged for valet even after I told her about our awful experience). John took our luggage out to the car that was waiting outside for us.

Found out about the valet charge after reviewing my card statement and calling Omni.

Love Omni hotels in general especially the one in San Antonio. But hey you might not have the bad luck that we had. As for us, I highly doubt we will be staying at this location again. It is a pity since its so close to...