Houston Marriott Energy Corridor — Hotel in Houston

After 3 years of Platinum membership with Marriott, this location has made me seriously consider switching my brand. If I can keep just one guest from staying at this hotel I will feel like I have done my due diligence. Management is non-existent, customer service is negligent, and the employees are rude and self-important. To top it, they are far too cavalier with the spending of your money by charging and double charging in a reckless and almost deceitful manner.

It all started before arrival, I checked in via the mobile app as I always do, but my card was authorized the night before I arrived, for the total stay as well as incidental deposit. That wouldn’t have been a problem, but when I actually arrived I explained I had already been charged, the front desk associate apologized for what had happened at the exact time that she reauthorized my card a second time for the total stay plus incidental deposit. Two authorizations totaling $900 just for a 2 night stay.

I called down a few hours later to explain what had happened. The woman apologized for authorizing my card twice and sent a complimentary fruit and cheese platter. That was lovely, the one star was for the platter. The rest of my stay was enjoyable. The gym and poo, area were quite nice.

Several days later, the authorizations fell off and the charge went through for the total stay. Clean and uneventful. A week later I was double charged for the exact amount. The issues started when I called to correct the wrongdoing on their part. The front desk associate refused to put a manager on the phone but only put me through to the accountant. The accountant insisted that I stayed four nights and that she would have to check with housekeeping to see if I didn’t extend my stay. Housekeeping? Where is management? I told her that if she checked my Marriott account she could see that I checked into a Marriott in Atlanta the same days she claimed I stayed. I also have a flight itinerary I was happy to show her. I used to think the customer is always right, but apparently you have to defend yourself these days. I asked her to have someone from management call me. NO call, NO apology. When the accountant finally did her research and found her error, the below note was all I received.

Good Afternoon Ms. Mark,

After our phone conversation today, Wednesday February 17, 2016, I did my researched and came to the conclusion you were only at our hotel for two nights. Attached you will find a copy of the folio showing the adjustment for two nights, $159 per night plus taxes. Please allow 3-5 business days for the credit to post.

If you have any questions or need additional information please contact me at any time.

Thank you,

NO APOLOGY, not one word of sorry, sorry that our mistakes have caused you trouble. Sorry that you must have a lot of spare time to spend on the phone with our entire hotel staff (no management), trying to fix the problems that WE have caused you. I’ve never felt so unappreciated for staying loyal to a brand in my life. Hyatt or Hilton would have reimbursed the entire stay and given me some bonus points. And they would have said SORRY. I’ll stick with them from now on as much as I...

• Bonvoy Elite, get your business someplace else UPDATE 2021 * I have stayed in this hotel several times over the course of the years, sadly this particular Marriott is not at the standard level that Marriott chain used to be, and to clarify it is not that hotel was at that level before, it is just that now it is worse, so for Elite members, just get your business out to other nearby Marriott. I have been with Marriott for over 15 years, and currently Platinum for life; when I arrived to this hotel during the check-in I had to ask for the breakfast options since it was not disclosed, they offer to Marriott elite members a grab and go bag, the person was really sure I understand this option was only available from monday to friday and not over the weekends, and I was reminded about this couple of times when picking up the bag; beside the limited options I did not really care; on the other hand the person did not asked me for the welcome gift either, as you know you are entitle for one, I did not wanted to make any deal so I just didn't care; my stay was average, older hotel with outdated rooms, elevators sometimes smells old and like cleaned with a really bad product, to be honest I really don't pay much attention to anything and consider myself very easy going; but there are only two perks I really care and the main reason why I keep loyal to marriott, and those are early check-in and late check-out, other than that I really don't care; but this hotel does not comply with these perks; I requested at the front desk a late check out, and their answer was that it was not available, and that really bothered me, so I tried to play the elite card that I usually never bring to the table, and say, " is it not available even to platinum elite members?" they answered, the best we can do is 12:30 PM, I was shocked, as you know the guidelines are clear on the elite benefits "Guaranteed 4 p.m. late checkout, subject to availability at resort and convention hotels." this is not a resort nor convention hotel, so they don't care about your benefits, and I have to say it was not a mistake of the front desk representative, I was taken care by both, the manager and the front desk girl; I decided to not complain or argue and just plan ahead for that time, at 12:30 PM I was leaving the hotel with my feeling to not coming back, and to seal the deal just when I was passing by the front desk another customer was complaining for how she was being treated...

To whom it may concern: The service I received while at your hotel makes me ashamed to admit that I am a Marriott Rewards member. I book my stays using the Marriott website, which shows my preference and additional information in regard to my room requirements. I have chosen the selection of a FEATHER FREE ROOM. I also make comments when possible, and call prior to arrival in most cases to ensure that they have received my request for a FEATHER FREE ROOM. A FEATHER FREE ROOM is requested for medical reasons. I have an anaphylaxis allergy to the meat, the juice from or any contact with the meat in anyway. The bottom line is, I will die within 15 minutes if I do not get medical attention immediately. The severity of the allergy also include the in ability to breathe if I am exposed to feathers. Keeping this in mind, I went into my room only to see that something did not seem correct with the pillows and the comforter. I returned to the front desk to confirm that the room was FEATHER FREE. I was assured by the gentleman at the front desk, and another lady, based upon the code on the room, it was FEATHER FREE. I returned to the room, and began checking the pillows. I found that all 4 pillows, and the comforter were down filled, which is FEATHERS. Upon my bad judgment, risking respiratory issues, I took three of the four pillows down to the front desk to prove that the pillows and the comforter all contained feathers. They seemed surprised, and agreed to send the maid service to change everything out as soon as possible. When the maid arrived, I had to ask her to take the items immediately so I would not be exposed to the feather dust, which would cause severe respiratory issues. Thankfully she understood and complied. I travel for work and have stayed at nine different Marriott hotels in less than two months. I have had issues with my room containing FEATHERS when it was specifically requested as FEATHER FREE on approximately four times. I am quickly losing my faith in the Marriott family of hotels. Since the new year has began, and I will be traveling approximately once or twice per week out of town for work, I am sincerely considering other hotel options. I have no idea what it will take to resolve this type of situation from happening again in the future. I have complained about this in the past at other hotels, only to be disappointed at the next one I stay at for the...