Courtyard by Marriott Houston Hobby Airport — Hotel in Houston

My name is Valerie Robinson. I stayed at the Courtyard by Marriott from June 24-26, 2021. This was the worst stay at a hotel I have ever experienced in my life. When we checked in, we was not informed that we had to request cleaning services. The desk clerk didn't tell us and they didn't have any signs posted to that effect. The first morning we say the cleaning lady in the hall and asked requested more towels. We told her specifically that we definitely wanted our room cleaned, we just needed more towels at that time. She shook her head and said OK. When we got back late that night the room was not cleaned. We just assumed she forgot to clean it. The room was still not cleaned when we got back the next night. And on top of that our key would not work. We had to go downstairs and get it fixed. When we went out on Saturday morning we just know the room would be cleaned when we got back. BUT THE ROOM WAS STILL NOT CLEANED AND THE TRASH WAS PILED UP. We finally went down to the desk to ask why our room was not being cleaned and they told us we had to REQUEST THE ROOM TO BE CLEANED. This would have been fine if we had been informed of this when we checked in. But that was not the case. We asked if our room could be cleaned at that time and they TOTALLY REFUSED. The clerks at the desk (Ms. Lorna Belagarva & Brenda) told us the cleaning staff could only clean rooms that were scheduled to be cleaned that day. Both ladies were very RUDE and told us they could GIVE US THE SHEETS AND WE COULD CHANGE OUR OWN BEDS. They said that's all they could do for us at this time. They sent the custodial guy to our room to bring the sheets, towels and a large BLACK GARBAGE BAG so we could clean the room and change the beds ourselves. TOTALLY CRAZY AND UNACCEPTABLE!! I asked to speak to the manager and Ms. Belagarva said he was not available. She told me he would be there at 10:30 or 11:00 am the next day. We were checking out the next day. When we came to the desk to check out at 11:00 am on Sunday, Ms. Belagarva told me the manager would not be there until 6:30 pm that evening. So we could not speak to the manager at all. I gave her my name and number to have the manager call me but I knew that was a JOKE. No call from the manager so far. I feel the hotel staff FAILED to do their duty by not informing us of the cleaning rules. We were not offered any kind of compensation for this lack of service and inconvenience. WON'T STAY HERE...

I have actually stayed at this Courtyard Marriott before this stay and if I had remembered (the poor service and overall experience I had previously) I wouldn't have stayed here again (so that's on me). The staff, although friendly, were either poorly trained or incompetent. Upon check-in I was not greeted as a Silver Elite member or even as a rewards club member at all. I was then informed that I would have to pay $10.00 for parking, which I already knew from the website, so no surprise there. However I was not given the procedures on how to open the electronic drive through gates or the code to the electronic pedestrian walk through gate. After checking in and unloading my car, my wife had to go back in to the front desk to get the procedures on how to operate the electronic drive through gate. Once in the parking lot, I parked next to the parking lot walkthrough gate for my convenience (no code needed leaving the parking lot). From there we take the luggage cart to the room, pull it into the room and boom the cart stops. I'm unable to pull it into the middle of the room bc the dresser and bed frame are too close together for it to pass. The entranceway is too
narrow for me to remove my luggage so I have to unload it in the hallway. Later I go to the parking lot to go to my car and find the pedestrian pass through gate is locked and needed a code to unlock it. Not having the code I just use the drive through gate, walk around the fence to my car. Later that night I had to go get something out of my car again and I looked for staff in the lobby as I walked through, to get the pass through gate code, but saw no front desk staff, so I did as before and used the vehicle gate, walked around the fence again to get to my car and got my luggage. As I walked back in, the previously invisible front desk staff member appeared and stopped me to inquire what I was doing. I informed him that I was taking my luggage to my room. He then questioned, suspiciously, why I had not taken it up when I checked in? I informed him that I hadn't realized I needed it and he let me pass. The bed was the worst I have ever tried to sleep on. The air conditioner couldn't keep the room cool. The hidden star of this hotel is the Bistro! The cashier/waitress she reopened the Bistro just so we could order breakfast. The food was great and the service exemplary. Maybe she needs a raise and needs to train the front desk staff on customer service. Don't stay here,...

One of the worst hotels I have ever slept in and I have slept in many good ones! Too bad for a mariott brand. Moldy smell throughout the room, shower head and tap broken and drip leaking, the extra sofa pull out bed in the king suits has a very old thin mattress you can feel all the springs beneath hurting your body, the breakfast you pay premium for or comes with complimentary booking after a stay of five or more days for 3 is a joke at least! Super priced! Two thin sliced dry bread pieces coming with some stale sour mashed avocado teaspoon size is about $10.50, yes seriously!! you get the pic. Even at complimentary its not worth it. Surprised they call this little joke of a cafe a ‘Bistro’ . Then they botch your reservation not to sync with the bistro ‘network’ bsht! You are not in the bistro system as they forgot to update blablabla…so they have to call the front desk back and forth every morning for them to confirm and ‘fix’ the system. The pool, a serious dirty breeding water mass. No one chlorinates or cleans this pool with mucous stuff strewn all over, covid anyone??, the resting benches are dirty and dusty, windows down stair well completely blinded by grime of dirt!!! Broken gates not operating, bushes around not trimmed, place looks so dilapidated and ignored. Don’t be fooled by the lavish pics they post online, they mean nothing!! It is overpriced for the service, they are lucky being close to hobby airport and so not relying on repeat customer and thus don’t...