Courtyard by Marriott Houston I-10 West/Park Row — Hotel in Houston

This is genuinely the first review I’ve ever had to write about a hotel but I feel like people need to know. I’m not going to lie the hotel room itself was great, everything was clean and the amenities down to the sheets and wash clothes were great for the price. The room and the overall atmosphere were not the problem. My main complaint is the staff and specifically the woman working the front desk on July 20th afternoon. From checking in she was very rude from the start. Working in a hotel I would’ve expected warm greetings from the start but unfortunately that was not the case. She acted like I was a second class citizen because of the security deposit when I asked if they have tap to pay for the card which…. Isn’t like a new thing. Which she was so rude about yet I told her my girlfriend has the card and she’ll be here in 10 minutes…Moving on the paying for breakfast which I’m not upset about because I understand it’s an option and I guess I didn’t see it on the website but she didn’t even offer me an option to pay for it (which I would) but let’s keep going. The Hilton next door is just as nice if not nicer, the customer service is amazing and they have FREE breakfast which they make homemade with several options every morning, I say this from experience. And I might be having a Karen moment but working in a customer service position I did not expect this, I’ve stayed in hotels as simple as a days Inn on the side of a high way to hotels in Europe, Hawaii and Vegas and the nerve for this lady to say to my girlfriend that “oh maybe we haven’t stayed in an actual nice hotel before” was sooo funny. Then threatened to cancel my reservation (which has been already paid for) because now “im being rude” just to feed her power trip. It’s unfortunate because my girlfriend and me like to have little stay-cations here in Houston on special events and I’ve genuinely never been treated this way by any hotel I’ve ever been to. Again the room was great and the hotel was great but the customer service was trash, I mean I talked to other guest on elevators or what not but they agreed that the front staff weren’t accommodating as well. But I’m not going to generalize it because there were nice front staff but whoever was working that shift who I heard is apparently the manager??? Needs either some customer service classes or to be terminated. I genuinely recommend anyone who reads this to go to the Hilton next door, again not because the cleanliness or rooms but the customer service is so...

Hotel rooms are humid and musty, you can smell the mold. I had to be moved to a different room. Got to the new room, same thing bed squeaks like I was in the projects! The manager offered for the maintenance man to come in and fix the bed while my child and I were in the room and I was working on my computer that has private medical information. When I complained she said you could have waited in the lobby. She then offered two breakfast tickets for my inconvenience I said that’s unacceptable she said well you should have moved to another room we offered and you said you would call corporate. I then said corporate Tod me to come down and talk to you and you would comp my stay, she then said “I’m not giving you anything you should have taken the breakfast tickets, you shouldn’t have called corporate on my, now let them handle it” I then asked “do you think you are being professional and providing good customer service?” She said “probably not and I don’t care, I’m not doing anything for you, deal with corporate”. Her name was julie she’s the general manager and the company she works for is MCR. This is the representation of Marriott and MCR. On top of this all, I’m sure I was treated this way because I am a black woman! She had an attitude the moment I approached the desk. No apologies, no nothing. Supposedly this is an ongoing issue with this hotel the complaints of the smells and poor cleaning. And truth of the matter is the workers are always comping things for customers and giving away free items. They pick and choose who they want to provide good customer service too. This is info I received from the Latina lady that works the desk. Oh and the “great” reviews, they give the customers free things to write them because they receive “bonuses”

The only pleasant person was Yolanda (I believe) she checked me in and she had a pleasant attitude. She was very kind to my son and I. She also was the person who switched the first room! If she sees this, THANK YOU SO MUCH!! They need more...

I’ve stayed here three different times in the last seven months and never had issue an at all, until this time. Upon arrival, the front desk staff was super friendly and pleasant. A couple of friends helped me take my bags to the room. When we walked in, one of my friends said, “wow, it smells like weed in here”..I and the other friend agreed. It was overwhelming. I was in a hurry to shower and get dressed to be somewhere and figured the smell would eventually go away. As I was leaving that evening, I stopped by the desk and mentioned the smell and asked them to write a note reporting it so I wouldn’t be blamed for it..which he did. The next morning as I was exiting my room, a housekeeper asked if I was checking out and which room I was in. I said yes and gave her my room number. I was in the lobby drinking coffee with friends a few minutes later I realized I hadn’t checked out. I walked to the front desk and the housekeeper was there and said “your room smells like smoke”. I said “I know, it smells like weed and I reported it last night”. She then said “no, it smells like cigarette smoke”. I then told her I didn’t appreciate her accusing me of smoking in my room because I didn’t. (I’m a smoker but do not smoke in my house so wouldn’t somewhere else as I hate the smell.). She said she wasn’t accusing but asking..it wasn’t a question it was an accusation. The gentleman at the front desk came over and she told him my room smelled like smoke and he said he did see the note from last night though she was still arguing that it was cigarette smoke. I was extremely offended of how I was treated by her, as a guest, I have NEVER been talked to that way. Because of her, I plan never to return to that hotel; there is one right next door that is just as decent.
In my experience at the hotel, the front desk employees have always been excellent but since they have one bad apple, I plan...