RESIDENCE INN HOUSTON MEDICAL

Very nice and spacious. Clean and friendly here. The buffet breakfast was delicious and a nice variety. We will be staying here again great location. The parking is in the back a parking garage. Pay $9.00 a day for parking. That’s not bad at all.

1-Star Review I am a Titanium Elite member and Lifetime Platinum Elite member, and after years of staying at Marriott properties across the country, this was by far the worst customer service experience I have ever encountered. I originally booked a two-bedroom suite for a three-week stay. Upon arrival, I was informed that no two-bedroom suites were available, so I was placed in a one-bedroom suite with the understanding that I would be moved to the two-bedroom suite when one became available. Approximately 10 days into my stay, I stopped by the front desk to inquire about moving into the two-bedroom suite that I had originally reserved. The front desk manager informed me that the two-bedroom suites were being reserved for guests with family members in the nearby hospital and that I would not be able to move into one. She then told me that in order to get a two-bedroom suite, I would need to cancel my current reservation and make a new reservation, which would also result in a $150 cancellation fee because, according to her, I had booked two separate reservations. When I attempted to explain that I had originally booked a two-bedroom suite and tried to show her my reservation confirmation on my computer, she abruptly told me that she was "done talking" to me and that she was not going to look at anything I had to show her. She completely dismissed me without allowing me to explain the situation or review the documentation I had readily available. What made the experience even worse was the way she spoke to me in front of other guests. Her tone was rude, condescending, and unprofessional. I felt embarrassed and disrespected. At no point did she make any effort to understand the issue or provide a reasonable solution. Throughout my years of staying at Marriott properties, I have never encountered a situation where a guest was required to cancel and rebook a reservation in order to receive the room type that was originally reserved when it became available. More importantly, I have never been treated with such disregard by a Marriott manager. I understand that room availability issues can happen. What I do not understand is treating a loyal Marriott guest with disrespect and refusing to even review the information being presented. This experience fell far below the level of service I have come to expect from Marriott and left me extremely disappointed.

Have stayed at this hotel many times, but not sure I will return. On previous weekday visits, everything was fine. My first time on a weekday and the last. Different staff. Slow And unfriendly service. Phoned down a food area that took 40 minutes instead of 10-15. Inexperienced front desk ATC who harassed my family members who I sent with my key to carry some luggage from the hospital. They could have called me to confirm their identity since they were very cared to get a phone number.