Houston Airport Marriott at George Bush Intercontinental — Hotel in Houston

DO NOT STAY IN THIS RAT HOLE OF A HOTEL (BUILT IN THE 60s) There are plenty of hotels minutes away from the terminal, and they all help you with your bags and provide prompt shuttle service to the terminal.

Let me give you a taste of what you will experience: After you find the entrance, you will find that there is no one their to help with bags, and you will have a bit of a walk to the front desk. We were going on a long trip and had two large bags, one medium, and two carry-on bags. I went to the front desk and asked for help with our bags. I was told to go to an area, and assistance would be there shortly. That location was near the registration desk, and I had left my wife and bags at the entrance. I decided to go back to my wife, and together we herded our bags two the front desk. The registration desk was roped off, and there was a sign for airline personnel to queue up. It was unclear where others should go. Only one registration person was at the front desk, and there were a lot of disgruntled airline pilots and flight attendants who had apparently been waiting for an unreasonable period of time. A second registration person came out after about 15 minutes, and when it was my turn to register, I was assigned a room in the north tower / wing of the hotel. I was told to go down the hall to the escalators and take it down to the floor below, where I should take the elevator up to our room. Again, I asked for help with bags and was told, apparently, that there isn't anyone available. I said that I was unconfortable with the prospect of getting all of our luggage down the escalator. I was told to use the service elevator that was on the left, towards the escalator. Again, fuming and in disbelief that this was a Marriott hotel, my wife and I herded our luggage to a door indicating the way to the service elevator. The sign also said only authorized personnel. I opened the door and was looking at a crowded, messy linen closet, and I could see the elevator was on the back side of the room. It dawned on me that we would need to traverse all of this at 3:30am to catch our flight, which was unacceptable. We went back to the front desk, went back to the person who registered us. (I apologized to the guest who were trying to register.) I explained how unacceptable my room assignment was and why, and I asked if there was a room that allowed us to get to the terminal train via elevator and NO escalator. I was then re-assigned a room in the south end of the hotel that had...

Commendation for Exceptional Customer Service by Employee

I am writing to express my sincere appreciation for the outstanding customer service provided by one of your employees, Miles, during my recent stay at the Marriott hotel on 3/16.

After a long and exhausting day of travel, Miles demonstrated exceptional dedication and attentiveness to my needs, which truly made a significant difference in my overall experience. Upon arrival, I explained to Miles that my daughter has extreme anxiety and is unable to use elevators. Without hesitation, Miles promptly responded to my request for a room accessible by stairwell.

Not only did Miles swiftly accommodate our request by switching our room, but he also took the extra initiative to locate the nearest stairwell and ensure that it was easily navigable for my daughter and me. His proactive approach and genuine concern for our comfort and safety were truly remarkable.

Moreover, Miles went above and beyond by personally walking the stairs beforehand to ensure that they were suitable for us. His thoroughness and attention to detail exemplify the epitome of exceptional customer service.

I cannot overstate my gratitude for Miles' professionalism, kindness, and willingness to go the extra mile to ensure our stay was comfortable and stress-free. His exemplary service left a lasting impression on me and truly reflects the high standards of hospitality upheld by the Marriott brand.

Please convey my heartfelt thanks to Miles for his outstanding performance on 3/16. His dedication to providing exemplary customer service is commendable and deserving of recognition. Employees like Miles are a true asset to your team, and I am grateful for the positive impact he had on my stay.

Thank you once again for providing such exceptional service, and please extend my gratitude to Miles for his...

Pros and cons to this one. The big problem for me was that the walls are paper thin so you can hear a lot out in the hallway. Starting around 330am I was woken up every few mins by hotel doors slamming (they are heavy!), presumably with people leaving for the airport. The rooms are extremely sparse (would be perfect for that IG handle that asks you to guess if s given room is a European jail cell or not) but I didn’t see any noticeable issues with cleanliness. The refrigerator was extremely loud when it turned on periodically throughout the night, I ultimately had to unplug it.

On the plus side: Toyin, who checked me in, was absolutely wonderful. She was friendly and very competent and helpful. She proactively gave me clear wayfinding information about how to find my room and what amenities were available to me. After a stressful imbroglio with flights, I was super grateful that she took care of me. Thank you Toyin!!

Also the gym is large and pretty well equipped (one of the 2 peloton bikes was working; I’d have liked them to have some yoga mats). And the elite lounge was one of the nicer ones I’ve seen, especially with a wonderful breakfast buffet with fresh berries and a special Mexican egg dish, and lots of other options. This did not feel like a typical sad Marriott breakfast buffet - maybe the perk of the European jail cell type rooms is that the hotel also takes a European approach with a nice breakfast spread :)

Oh and the location is EXTREMELY convenient to the airport. It took like 5 mins to get to and from terminal C. Overall I would stay here again given I don’t know of a better option, but I hope they can find some way to make it less noisy when people enter and exit their...