This review has nothing to with the hotel building. This hotel is beautiful. The artwork is amazing. A classic Houston experience. This review is 100 percent about the shameful customer service and lack of attention to detail one would expect when spending $600 a night at a "5 star" hotel. I wanted to give my wife a special night for our 12 year anniversary. With work we could not get out of town, so I was looking for the nicest hotel in town I could take her to. The pictures on the site of this hotel are true to form. This place is beautiful and classy - so I was sold. Advertised both on tripadvisor and this hotel's website was a message to email or call for availability of a deal where you can get a room upgrade, free breakfast, and late checkout for booking. I sent an email and no one ever emailed me back - so then I called and spoke to the person on the phone. I let her know explicitly that I wanted a really nice experience for my wife for our 12 year anniversary and I would even pay myself for flowers and wine to surprise her upon arrival. I told her I wanted to make her feel special. She said that she understood and would upgrade us to a suite as per the trip advisor deal, and they would put flowers and bottle of prosecco in our room as they do that for special occasions not to worry about paying for it. So I was happy, paid the money for the room with her and my wife and I went to a nice dinner at Brennans and came back to the hotel. Upon arrival, the front desk guy Raj made no mention of our anniversary. As well, he took us to the Tower King room - they did not upgrade our room. No flowers, no bottle of prosecco as promised, nothing. So we changed and headed down to have a few drinks at the bar and I spoke with Raj and explained my issues. To his credit, Raj agreed to give us the deal that is advertised on the website and move us to the Tower suite and brought us a piece of cake. We didn't eat it as we just got done with dinner and dessert but ok a fine gesture - even though flowers were initally promised. After a few drinks we got back to our room and Raj called and said that he spoke with his manager and would do us a huge favor to give us breakfast in the morning on the hotel as well as a late check out. Literally calling me to give me the deal advertised and acting like he was doing something special for me and my wife? Wow. This was not Raj's fault. Raj just works here. This is a COMPLETE FAILURE by the hotel GM and management to understand what a 5 star experience is. The level of hospitality here is shameful at best. It was almost like they feel that because the hotel is really nice we should thank them to be able to pay $600 a night to stay here. There are A LOT of nice hotels. It is not a surprise that there were almost no people staying here other than us. After YOU messed up maybe realize that and do something actually nice for a couple celebrating a big day. There was no one even staying in
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