Courtyard by Marriott Houston Medical Center/NRG Park — Hotel in Houston

This review is strictly on customer service. We were staying because my son was having surgery at a local hospital. Originally we were only staying the night prior to the surgery and in the morning we checked out of the hotel. We noticed about an hr after checking out that we left our sons medication in the mini fridge in the room. I immediately called and let them know we left his medication and asked if they could grab it and keep it refrigerated until we could come back to get it that evening after the surgery. Due to complications from the surgery we ended up having to stay local another night so we decided to stay at the same hotel. |Once we got to the hotel I asked for my son's medication and the front desk had no clue what I was talking about; nor did she make any indication that she cared that it was now missing. We got the night shift manager, and he started "looking" for it. As I am aware, he only checked the bistro kitchen and the mini fridge of the room we left it in; it was not in either location. He then told me he was trying to reach the people that worked the front desk that morning to see who spoke with me and get updates. Note during this entire time of trying to find my son's medication, we were the ones having to call or go down to the desk for updates. Never during the day when we were at the hospital nor after rechecking into the hotel did anyone from the hotel call us to provide updates on finding my son's medication. Ultimately at around 10pm (we checked in at 8:30ish pm) did I call down again and was informed by the night shift manager that all of the front desk associates said they didn't speak with me and he still didn't know anything. I asked if he reached out to the housekeeping manager and he said no. The lack of care to figure out where my son's medication went was appalling! |I had to wait until the next morning to speak with the GM, so my son never got his NEEDED medication that day. Theresa at the Front Desk was very nice and sympathetic which was completely lacking from the night shift associate and manager. Unfortunately, there was no sympathy or empathy from the GM either. He tried telling me that if his night shift manager didn't find it then it wasn't on property. When I asked why I didn't get a call during the day to confirm my sons medication was or was not found, he told me they don't call guests on lost and found items. The fact that I called asking about it and that I was expecting to be able to come to the hotel later to pick it up AND that it was medication, should have been indiciation that this was important to ME (regardless if he cared, which he obviously didnt). I also asked if he reached out to the housekeeping manager and he said no but that he would (making it seem like doing so was a waste his time). Well guess where it was...in the housekeeping manager's office fridge! And the housekeeping manager had told one of the front desk associates to ensure they communicated with night shift on where my son's medication was so when I came to pick it up they would know A. What I was talking about, and B. Where it was. |I worked for Marriott for 8 years for multiple hotels and brands and know for a fact that this level of customer service is SO below Marriott standards and expectations. Yes, I am aware calling guests regarding lost and found items is not a practice; however, this is obviously something medically needed and a courtesy call to let me know (again after I first called asking it be retrieved) is the least that could have been done. And while speaking to both the night shift manager and GM, their lack of care over the situation when they could see how important this was to ME is not acceptable for any customer service representative. There are more professional and courteous ways this SHOULD have been handled by...

This review is strictly on customer service. We were staying because my son was having surgery at a local hospital. Originally we were only staying the night prior to the surgery and in the morning we checked out of the hotel. We noticed about an hr after checking out that we left our sons medication in the mini fridge in the room. I immediately called and let them know we left his medication and asked if they could grab it and keep it refrigerated until we could come back to get it that evening after the surgery. Due to complications from the surgery we ended up having to stay local another night so we decided to stay at the same hotel. Once we got to the hotel I asked for my son's medication and the front desk had no clue what I was talking about; nor did she make any indication that she cared that it was now missing. We got the night shift manager, and he started "looking" for it. As I am aware, he only checked the bistro kitchen and the mini fridge of the room we left it in; it was not in either location. He then told me he was trying to reach the people that worked the front desk that morning to see who spoke with me and get updates. Note during this entire time of trying to find my son's medication, we were the ones having to call or go down to the desk for updates. Never during the day when we were at the hospital nor after rechecking into the hotel did anyone from the hotel call us to provide updates on finding my son's medication. Ultimately at around 10pm (we checked in at 8:30ish pm) did I call down again and was informed by the night shift manager that all of the front desk associates said they didn't speak with me and he still didn't know anything. I asked if he reached out to the housekeeping manager and he said no. The lack of care to figure out where my son's medication went was appalling! I had to wait until the next morning to speak with the GM, so my son never got his NEEDED medication that day. Theresa at the Front Desk was very nice and sympathetic which was completely lacking from the night shift associate and manager. Unfortunately, there was no sympathy or empathy from the GM either. He tried telling me that if his night shift manager didn't find it then it wasn't on property. When I asked why I didn't get a call during the day to confirm my sons medication was or was not found, he told me they don't call guests on lost and found items. The fact that I called asking about it and that I was expecting to be able to come to the hotel later to pick it up AND that it was medication, should have been indiciation that this was important to ME (regardless if he cared, which he obviously didnt). I also asked if he reached out to the housekeeping manager and he said no but that he would (making it seem like doing so was a waste his time). Well guess where it was...in the housekeeping manager's office fridge! And the housekeeping manager had told one of the front desk associates to ensure they communicated with night shift on where my son's medication was so when I came to pick it up they would know A. What I was talking about, and B. Where it was. I worked for Marriott for 8 years for multiple hotels and brands and know for a fact that this level of customer service is SO below Marriott standards and expectations. Yes, I am aware calling guests regarding lost and found items is not a practice; however, this is obviously something medically needed and a courtesy call to let me know (again after I first called asking it be retrieved) is the least that could have been done. And while speaking to both the night shift manager and GM, their lack of care over the situation when they could see how important this was to ME is not acceptable for any customer service representative. There are more professional and courteous ways this SHOULD have been handled by...

This review is long but very necessary.

Beware of purchasing a room here if you are Black. After nearly being stranded in Houston due to a scam on Airbnb, my friend and I decided to book a room here at Courtyard Marriott in the Med Center near NRG Park. When I walked into the lobby a little before 7 p.m. on 09/21/2023, I was not greeted by anyone, and I waited to be assisted at the front desk behind two non-black men. The front desk worker, John, was very charismatic and helpful with them, and I listened to him run down the hotel policies and explain the parking arrangements.

Once I approached the counter, I physically saw John's entire body language and facial expression change to utter revulsion. I was waiting to receive the same courtesy as the guests before me, but he barely even interacted, aside from asking for my name and taking my ID. I asked a question about their incidental charges policy, and his response was very monotone and lackluster as if he didn't care to give further explanation. I'm unsure if he assumed I arrived at the hotel on a bus or used rideshare, but he didn't even bother to ask if I had a vehicle. I mentioned the parking, and he didn't respond at all. He just grabbed the parking permit, filled it out, and handed it to me. Most hotel concierges will give you the disclosures on their fees and how parking works, but John did not say anything.

My friend and I left the hotel for a bit and returned; however, my friend went inside before I did, and when I tried to enter the outside gate, my keycard did not work. I waited for the next person to come outside so that I could go in and reactivate my card, and the funniest and weirdest thing happened. A white male guest exited the hotel and was approaching the same gate I was standing outside of, and when he got to the gate, he told me he couldn't let me in if I didn't have a keycard. The keycard was clearly in my hand with "COURTYARD BY MARRIOTT" designed on the front. Then he tried to prevent me from entering by holding the door, but I successfully pulled it right out of his grasp and allowed a woman to enter before I went in behind her. He said nothing to the woman but told me he'd get me the next time.

After that ridiculous situation, I went to the front counter to ask John if he could reactivate my keycard. He and another employee, who obviously lacks true customer service as well, just stared at me. Once again, John didn't utter a single word and reactivated the card and handed it back, even after I gave a generous "Thank you."

It amazes me how people can be rude and unpleasant toward others they don’t know. In 2023, I should be able to book a hotel room without feeling like I'm not welcome and shouldn’t worry about being harassed by other hotel guests.

As far as the area, it's convenient. The lobby of the hotel is nice. The room I booked is basic, and we shouldn't have had to pay as much as we did for it, but it's near the NRG Stadium and the Med-Center,...