Reviewed 10 September, 2021
<DO NOT STAY HERE! ANTS EVERYWHERE!!> My wife had the worst night stay related to pest control and staff service issues. During the stay, she woke up to ants everywhere on Sept 2nd. She contracted bites on her legs, ants in her bed and ants in her suitcase. We had to clean her suitcase when she came back home. We have always stayed at a Marriott due to strong cleaning procedures and brand recognition for quality services. My wife was there overnight for an important family engagement. I told her I would get her a nice place. All she wanted was a good night of sleep and to relax. This stay did not allow that due to hotel problems. The Marriott staff were short with her on service issues during the stay (i.e. some services closed, staffing issues, etc). When she told the front desk’s about the ants, they said the GM/manager will get back with you pushing us off. No one contacted us back after we left. We filed another concern. Ended up getting a female manager from this hotel on the phone. However, the manager from this hotel was quite unprofessional. She continued to deflect any responsibility for our rough stay. She stated "Ants, oh well is what it is as we had lots of rain! We addressed it after you brought it to our attention. What more do you want?" She was rude and never once apologized. I said to her on the phone that I could not believe this was a Marriott level service venue. I said I too have worked for Marriott and I know that this is not how they train you on handling customer service issues. She was so condescending with me on the phone which I do not know why. Then she said quickly that the GM would call me. I never heard another word or got a call back. We are so upset by this situation. I am still thinking to this day. How can claim your core values is “Our dedication is to our customer shows in everything we do”? I actually paid extra for this room so my wife would have a good night at a nice place. This is ridiculous! DO NOT STAY HERE!
too busy to help
Reviewed 8 July, 2021
we have a large group to stay and was attempting to verify exact rates , kept being put on hold transferred to corp number .. what happened to people who care . i would never stay here if not for group
Just right for my needs.
Reviewed 18 June, 2021
I needed clean, quiet, and safe sanctuary during a funeral visit and this hotel provided what I needed. There was a fridge, and a system for ordering a breakfast bag, but I didn't bother with it. I opted not to have my room serviced during my five day stay, and I kept it neat myself. Good parking, visible security during the evening, and locked doors. I didn't notice traffic noise, but they supplied earplugs and offered white noise machines. No noise from the hallways, no noise from other rooms, so nice!
WORST MARRIOT HOTEL I EVER BEEN TO!!
Reviewed 26 May, 2021
I've always stayed at Marriot hotels and for the most part they have been pretty decent. But this Marriot hotel was overall bad from the horrible customer service to the broken TV in the room.
We arrived at the hotel at 2:38pm on a Saturday afternoon. As I walked up to the desk to inquire about checking in I was cut off so sharply by Carla the manager (I'm guessing due to her uniform being different from the other employees) who rudely cut me off and had an attitude saying "WE ARE NOT CHECKING ANYONE IN UNTIL 3PM, AS YOU CAN SEE IT'S NOT 3PM YET"! She was very rude saying this, if she would of politely say "Welcome to Houston Marriot Hotel may I help you? and kindly explain or say "Sorry we're not checking anyone in until 3pm" then there would be no issue. But she was very rude, I'm going to chalk it up to her having a bad day.
Next we returned to the hotel at 4pm to check-in and was greeted by someone else who offered better customer service. We got to our room and it was not as clean as it should be. The bathroom was not clean as there was hair in the bathroom sink and bathroom floor.
We went out to experience Texas and when we returned and turned on the TV to wind down for the night, the TV keep freezing then turn completely off then back on again. This happened about 20 times within a hour so I recorded it and went to the front desk to show them what is happening, The guy at the front desk said that it occasionally happens and the TV just needs to be reset. He sent an employee to come to the room and reset it. She had successfully reset the TV after about 20 minutes in the room messing with it. Once she left the TV was fine and worked great for about 1 hour before it started doing the same thing again. It was now 1am so we just decided to go to bed and deal with it in the morning.
Now it's Sunday (Mother's Day), we left early in the morning about 9am to get a full day started. No one was at the front desk when we were leaving so we decided to tell them about the TV upon our arrival that evening. We returned to the hotel at 10:30PM and informed the front desk of the problem with the TV again and also showed him the video of what's going on. He said he'll be up to reset it and I told him obviously resetting the TV does not work but he's more than welcome to try. Once again the TV was reset and it starting to happen with 10 minutes of him resetting it. He informed us that it may take some time and to leave it off for about 20 minutes then reset it again. At this point I'm over this and I told him we will do that. I went to shower while my bestfriend waited the 20 minutes and reset the TV. It didn't work and kept freezing then turn black, then turn off and turn back on. We reset the TV about 15 times until we just decided to finally turn it off. We decided to call it a night because we were checking out early in the morning.
Upon checking out, I let the new person on front desk duty know that the TV in that room wasn't working and they should not book it until it's fixed. The guy at the front desk just looked at me like I was from Mars and said "we been having issues with that TV, I'll put in a service call to reset it". They never once offered a solution or even asked to change our room due this inconvenience. We couldn't lay in bed and enjoy television before bed because our TV didn't work and we spend all night Sunday trying to fix it ourselves.
Overall it was not a good experience and no solutions were offered at all. At least a room change to another room of the same caliber with a working TV. I would never stay here again and I don't recommend to anyone else either.
Carla needs more training in customer service and they need to find better solutions to have happy customers when the amenities in the room aren't working. I didn't come to Houston to try to be a repair person in my hotel room.
Houston’s good Location for bussiness
Reviewed 26 October, 2020
I came here during a 1 night transit before heading to Dallas June 21 2019, the location is right in the oil and gas business area, and not far to Katty Mills shopping locations. If you use a car rental, this hotel is worth it to stay. As usual I got an upgraded room. Thank you Marriot.