Houston Marriott North — Hotel in Houston

Ambassador Elite Member Status Means Nothing at Marriott

As a Marriott Bonvoy Ambassador Elite member, I expect a certain level of professionalism and service, particularly when I’m traveling every week and staying exclusively at your properties. Unfortunately, my recent experience has made me question my loyalty to the brand.

I was booked at the Marriott North Houston from Tuesday to Friday but decided to reroute my stay after the first night due to the location not being ideal. I moved my reservation to the Westin in The Woodlands for the remainder of the week. However, on Wednesday, I noticed that my Marriott North reservation was still open on the app, despite having checked out earlier that day.

Here’s where the issue escalated. I used the chat feature in the app to inform Marriott North of my early checkout, and the response was delayed by over 90 minutes. When I did finally receive a message, it was passive-aggressive and dismissive: “A 'Thank you' is appreciated however it will re-open the chat so there is no need to respond. We look forward to the next opportunity to assist you!” I found this response not only unprofessional but completely unacceptable. This is not the kind of service anyone—especially a top-tier member—should expect.

To make matters worse, my question remained unresolved. The reservation still appeared open in the app the next day, and no one addressed my concern about potential credit card charges or expense report complications. I wasted valuable time following up, and in return, received nothing but a rude, poorly-timed response. If this is how Marriott treats its highest-tier customers, it’s disheartening to imagine the experience of others.

Marriott needs to reconsider how they handle elite customer support, especially when using digital communication channels like the app’s chat. Delays happen, but the way you communicate with loyal customers should reflect courtesy and professionalism. In my case, it fell far short.

At this point, I'm seriously considering switching my loyalty to Hilton, where the customer service has consistently been superior. I hope Marriott will take steps to address these issues for their top-tier members before more loyal customers are...

A trip that started of bad, turned good. And not even 24 hours in. The building is noisy and it’s too much going on. Housekeeping is banging on doors at 8:30 am and check out is at 11am…why?? I have never experienced this at ANY hotel. If you know the room has a guest, you should not NOT be trying to service a room before check out time, even if it’s for daily housekeeping for a guest, you DO NOT start before check out time. It is an interruption to guests who are sleeping not only in that room but surrounding rooms as well. Then after the housekeeping lady has came around knocking and screaming housekeeping for the 3rd time between the hours of 8:30-10, here now maintenance banging and screaming at every single door “maintenance”. What is going on in this hotel?? You can hear everything so imaging hearing people go from door to door three hours straight from 8am-11am. Anything around regular checks, including maintenance checks should be done AFTER the quiet hours of the hotel. The ac in the room makes a knocking noise every time it shuts off that lasts for about a minute. Walls are paper thin, I can hear the constant coughs and bathroom flushing of my neighbor. Very disappointed in this stay. Microwaves on each floor are disgusting and need to be replaced. And they know the hotel is noisey and has thin walls that’s why they have sleep aids in all the rooms for people to use. Would not recommend this hotel. Have been moved through 3 rooms at this point and all of them have had some type of issues. On my 3rd room there was an old plug in clock that was malfunctioning making noise and you couldn’t unplug it and couldn’t sleep. At this point I went downstairs and the lady on shift was so nice and apologetic and understanding. She got me into my 4th room which finally worked and she also offered some things as a courtesy that was greatly appreciated. Since then my stay was quiet and comfortable. One thing I can see is the staff is amazing sinnce I walked in night one, but the building needs some repairs under the new furniture and design it was attempted to be...

During a recent trip from Jackson, MS, to San Antonio, with an unexpected layover in Houston, I experienced what could only be described as a travel nightmare. Due to extreme weather conditions and subsequent flight delays, my grandson and I found ourselves stranded in Houston. To make matters worse, 50% of the hotels in the area were closed because of the storm, and the remaining 50% were fully booked.

Exhausted and worried, I mistakenly booked a room at the Houston Marriott North for the following day instead of the night we arrived. When we arrived at the hotel, we were both physically and emotionally drained. It was at this critical moment that we encountered two incredible night front desk staff members, Rita Bryan and Bryan Parker.

Rita was a beacon of understanding and kindness. Sensing our distress, she assured me that she would do everything in her power to find us a room. Her calm and compassionate demeanor provided the reassurance we desperately needed. True to her word, Rita called her colleague Bryan for assistance. Together, this dynamic duo exemplified exceptional customer service.

Bryan joined Rita, and they both went above and beyond to help not only us but also several other stranded families. Despite the challenging circumstances, they managed to open previously closed rooms due to minor maintenance issues, ensuring that we had a place to rest.

Rita and Bryan's dedication and willingness to help in a time of crisis were truly a godsend. Their professionalism, empathy, and commitment to customer satisfaction transformed a dire situation into a moment of relief and gratitude. I cannot express enough how much their actions meant to us during this difficult time.

The Houston Marriott North is fortunate to have such outstanding individuals on their team. I wholeheartedly recommend this hotel, not only for its amenities and comfort but also for the extraordinary staff who genuinely care about their guests' well-being. Thank you, Rita Bryan and Bryan Parker, for turning our...