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No heat/toilet issues hotel in poor condition
Avaliou em 1 de Fevereiro de 2021
The first night we got here our toilet did not work at all. Maintenance had to come out. Never once was our trash emptied nor were we given fresh towels. This hotel is in a horrible area, full of crime. We are Marriott Platinum members and were never once thanked for our loyalty upon checking in. No upgrades were offered. And to top it all off they charge you $10 a day for you to park your own car in their awful parking lot with signs all over reminding you not to leave valuables in the car as they may be broken into. So you charge me $10 a day for my car to likely get broken into? I'd understand charging for parking if parking was limited but this is very much in the suburbs with ample parking available. Extremely disappointed. I had made a reservation to come back for spring break before arriving and I have canceled that and will never return here.
A terrible ExPerience, horrible maintenance, the customer Service is rude!!
Avaliou em 31 de Agosto de 2020
The nature of my stay was it was one of my son’s 15th birthday and i wanted us to stay away from the house. I have 4 sons all older teens. I thought it would be cool to stay at a hotel and put up a banner and balloons to give him some more excitement because it was a surprise for him to celebrate there. We found a dead roach on the side of the bed a frog in the bathroom and the a/c didn’t work. We called to the front desk and reported those issues and were offered a smaller room without the same amenities, but never received a callback from anyone. We stayed through the night and tried to make the best of it since I had already spent my money. My son was grateful for the effort and not one to really complain about anything besides the heat. (It was 80 degrees in the room) then to throw salt on the wound I was countered at checkout with a $250 fine for supposedly “having a party”(Mind you I have 4 teenage sons). I called and spoke with Alyne at the front desk and advised her there may have been a mix up because we had no party. It was literally me and my sons and I gave her the scenario. She told me “ol well she’s not reversing any charges”. So I brought up the issues that we had with the room and called the front desk about and she stated “oh well you didn’t call me so”... I then asked for a name and number to a supervisor or manger which she failed to give and told me to google the name of the parenting hospitality company and get it from there. I asked for an email address and she said they don’t have one. I should’ve just gotten my money back when I saw the bugs on the side of the bed and the A/c wouldn’t cool even if it was late at night. Terrible terrible experience, horrible maintenance and even worse customer service. I wouldn’t recommend this establishment to Satan himself.
Been Staying Here Year After Year
Avaliou em 10 de Março de 2020
Every year, we travel to Houston for HP CodeWars, a programming contest for high school students at HP Headquarters (just up the road). We enjoy staying at a Residence Inn because we can give the students spacious two-bedrooms suites with a living room and a kitchenette. This location is highly accommodating to our group of 35+ students and staff. You might have read they renovated the place; it's much better than it used to be. They were so kind to us even when we had to stay during their renovation process.
Shall we do a break-down of things for your reading enjoyment?
Rooms: Spacious and clean.
Staff: Friendly, friendly, friendly!
Pool: It's indoor and has water. It's good!
Patio: Fire pit, grill, chairs. Great place to chill on a cool night.
Workout room: Good enough. Don't expect a Gold's gym on the site.
Breakfast: It's free food. You gonna complain about free food?
We're planning on staying at this hotel as long as it's there. We've stayed at other properties (which was a huge mistake), and this is the best one we've been to thus far.
A Nice and Clean Stay
Avaliou em 7 de Fevereiro de 2020
We just returned from a 5 night (4 Marriott) work trip in the Houston area.
After reading the other reviews on the Residence Inn Willowbrook we were very skeptical, but this is the location we needed to be in so we thought that we would take our chances. I would like to add that the renovations are now complete and the Inn feels new and clean. I can sympathize with the other reviewer .... we have recently stayed at several Marriott properties undergoing renovations and it is not a pleasant experience!
As for our stay....our room was clean .... just wish the bathrooms had been updated to a shower instead of climbing into a bath tub. There are tons of outlets in the room!
The Queen bed is not really a queen, its a double, but the king was a king. The breakfast offered many healthy selections and entrees were served hot and kept fresh. The area was immaculate. The evening wine reception was not nearly as nice as other Residence Inn's. Selections were limited and served off of the gathering table instead on in the breakfast area.
The staff was warm, welcoming and accommodating. I actually made the comment to my husband that everyone seemed to enjoy working there. I did have the pleasure of meeting both Ramona(Sales) and the manager Elisse and they were both friendly and addressed our needs.
With that said, we had major issues our next two nights at the Marriotts we stayed in (or should I say almost stayed in ) in San Antonio. I miss the quality of service that we enjoyed with SPG and Sheraton and we are beyond disappointed and frustrated with Marriott and Bonvoy. In general, they no longer even attempt to right a wrong or own up to the sub par properties they have their names on.
Worst Service I've Ever Received in my 74 nights at a Marriott this year
Avaliou em 2 de Setembro de 2019
There are many Marriotts that you can stay at in Houston. Don't make the same mistake I made by choosing to stay at this Residence Inn. I brought a challenge to the Assistant General Manager on duty, whose name I will not disclose in order to protect his integrity (you're welcome), and even with a title like his, I take it he was not empowered to help resolve my issue.
When I woke up one morning, I washed my hands and reached for a hand towel, only to be greeted by a roach whom was not on my reservation when I booked this room. In my 74 nights at a Marriott this year, this is the second time I run into a roach in my room. The first time, I was awarded 5K points by the hotel which is ridiculous by Marriott Standards. I called the Marriott Customer Service Line and they awarded me an extra 35K points for the grotesque inconvenience. At this Residence Inn, the Assistant General Manager awarded me 2K points. I was in disbelief because of how disgusting it is to find a ROACH in your room, let alone on towels that WE USE, and it takes at least 17.5K to earn a free night with Marriott. I called the Marriott Customer Service line again but this time, they told me that the hotel would have to take care of me because they are cracking down on highly sensitive issues such as this one. They called the Assistant General Manager back and let him know that I was not satisfied with his poor idea of a resolution. He then awarded me another 3K points and told me to contact him with any questions or concerns.
My best friend ran a Marriott for 7 years. Marriott uses multiple pest control services including EcoLab. When there is a bug in your room, the hotel is supposed to comp your night (something that was not offered to me as an option either), and EcoLab pays Marriott for your stay. I did not care to receive my money back for my stay because I was traveling for work. Instead, I wanted the same respect I was given the first time I called the Marriott Customer Service Line when I received a total of 40K points from the hotel and customer service. I DO NOT DEAL WITH BUGS AT HOME! I should NOT have to deal with ROACHES when paying to stay at a Marriott Hotel!
The Assistant General Manager tried to resolve my issue two separate times but failed to do so by being stingy with points that don't affect the hotel. I asked him if he would be satisfied with 5K points for a ROACH IN HIS ROOM on a towel that people use to wipe their hands and face! He failed to answer my question and told me that he understood my frustration when he clearly did not. 5K points does not even equate to a THIRD of a free night at a Marriott. With standards that come with the Marriott name, I am deeply disappointed with the service I received. That's that I did not even complain about the fact that there was NO CONDITIONER in my shower.
Don't ever stay at this Residence Inn. Save yourself the headache and take your business somewhere it will be appreciated. I voiced my displeasure to the Assistant General Manager for the way everything was handled and he told me that a GM would reach out to me to try and resolve this issue. It's been over 4 days and I have not received a single call. Needless to say, I won't ever be staying here again and you shouldn't either.