I stayed at the Icon in early August, certainly not the best time of the year to visit Houston. It is a well designed property and has some sophisticated offerings, but the service is just not working.
Mind you, there were not too many problems, but when problems arrise, you see the difference between a real luxury hotel and Icon. No one follows through. No one responds and if they do, they don't seem to be able to fix the issues. It feels like the hotel has been "programmed" and if your needs fall out of the program, they just give up...reminds me of my computer! This just does not compare to Four Seasons, or even companies like Kimpton or Joie de Vivre, who really understand boutique hotels.
This hotel needs some soul and a management team that understands what "personal" service really requires.
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