Houston Marriott Westchase — Hotel in Houston

I am writing this review mainly to inform Marriott how the staff in all parts of the hotel made my 4 week stay feel like home. I was in town alone while my mom was in the hospital and then hospice. I thought my stay would only be a week or 2, but it turned into a month long stay and having to settle in until the end. My stay occurred early December to early January.

I have to give extremely high praise to Azeb in the gift shop/Starbucks. I went in for my daily latte in the morning before heading out for the day. It is the kindness and awareness that I was going through a difficult time. Each time she saw me walk-in, I was greeted with a smile, a good morning, and asking how I am doing. Asking how my mom was doing. The sincerity meant the most to me. Some days were harder than others. Azeb gave me words of encouragement and listened to the swirl of emotions inside of me. She helped me face the day and keep me calm with all the unknowns.

I got to enjoy the quietness in the hotel during the holiday weeks, but I was greatly taken care of each morning in the restaurant by Jose, Karla, and Glenda. They made sure I received the eggs I requested, remember my tea choice, and got me hot water. Best of all was being able to chat about life and happenings going on. The openness and sharing made me feel very welcome.

When the M Club lounge was open, I got to enjoy the variety of snacks and drinks. The place was always clean. Spacious and bright. It made for a nice break from the room and hospital feel from the day. No matter how tired I felt in the morning Blen and Alba made sure to greet me with a good morning. Making sure I made it to breakfast on time and checking that I got enough to eat before they had to clean up. I got to start off my days with smiles and laughs from Blen and Alba. By the afternoon, I got the warmth and cheerful greetings from Amber and Rosa. Always making sure I got what I needed or asking if I needed something when i would be lost in thought. I see the pride in the team at the lounge of cleanliness and keeping everything stocked.

The concierge team (Mo, Sam, and others…I forgot to write their names down) always greeted me as I left and came back many, many times. The team made sure I got my packages. Their courtesy each time and many times made me more like home.

I have to give huge thanks to James at the front desk for the extensions to my reservation and keeping me in the same room. Plus, the upgrade. To have a larger room during my stay helped so much. And making sure I didn’t have to move spots.

As for the hotel, I have similar sentiments as other reviewers. The AC/heater situation is hard to manage but it’s hard to control such a building with the unpredictable TX weather. The gym is spacious and broken into 2 parts. The hot tub could have been warmer but that’s a personal preference. The rooms could use some maintenance and updates but nothing to get all worked up over. The staff makes the hotel and the stay...

I’ve stayed at this property multiple times over the past 10 years and have logged hundreds of nights here over that time. From the staff at the concierge desk, to the front desk, the restaurant, the cooks, security staff, the concierge lounge, and even the managers - I’ve interacted with all of them. To be clear, these interactions are not due to problems, rather it’s because every single one of these folks make themselves highly visible and available, or in the case of chef/cooks - they express through some creative cuisine (and some amazing sauces). You’re often greeted at the front entrance by the staff at the concierge desk who is opening the door as you enter or exit and wishing you a good morning or evening. If you’re an elite status member, the staff in the concierge lounge are amazing on every level - attentive, responsive, friendly and, if you like to chat, they’re delighted to indulge in conversation while ensuring the highest level of customer service! Special shout outs to: Amber, working the evenings in the lounge and claims she “cooks the food” if you really enjoy it (she doesn’t cook it of course, and it’s hard to describe her personality and sarcasm - she’s a real gem! ❤️), and in the mornings you’ve got Albat and (for the life of me I can’t believe her name escapes me - long dark curly hair with highlights and an infectious smile… you couldn’t miss her with my description 😊) but both, her and Albat, are the dynamic duo and super attentive! All of the C-lounge folks are quick to introduce themselves and regularly check to ensure you got everything you need! And last, management: I’ve never had to interact with them in the past… in March 2024, a couple of weeks before my reservation and only days after a fire destroyed a large portion of the 10-story building, the manager reached out proactively to let me know they rebooked me at a nearby hotel and apologized for all the inconvenience. I mean, put this into perspective - and EVERYTHING else they had to manage during and after that fire: staff, repairs, reservations, guests… and best of all, when I arrived at the other hotel that next week, there were no issues with the reservation whatsoever. A special shout out to Noreen Stewart (Assistant General Manager) for her tireless work and going above and beyond! So many folks to list, but I think anyone reading my novel here can get a pretty good feel for the hospitality this Marriott...

This is the third time I've stayed at this hotel for an annual convention.

It is definitely dated, but the only significant issue I have is the poor a/c. The first year it was unbearable, with my room constantly being around 80 degrees on the top floor.

This year the a/c can't even keep up past 8am, and if the temperature is already climbing in the room I'm worried what it's going to get to by midday, and the weekend since it'll be several degrees hotter. It's currently reading 74 at 9am, and I have every reason to worry it's going to climb to 76-78.

It is a travesty that even overnight, when the temperature is 80 or lower outside, this room will not go below 72 degrees. The airflow is just hideously low coming out of my vents, and I feel it's from being at the end of the hallways - but others have already complained about the poor a/c in other reviews, so perhaps being at the end of the hall isn't the only reason.

Guys you gotta put more in the a/c. An a/c running literally 100% of the time that can't bring the room down ten degrees below ambient is messed up. As it is I'm considering bringing a portable a/c unit every time I have to stay here because I cannot rely on the hotel to actually bring the temperatures down.

Update: it's 75 degrees in the room at 10am. This room is going to climb to 80 degrees by 3pm.

Update again: an engineer could not figure out my room's poor cooling. It was 78 degrees and climbing at 11pm. Ambient temperature was 82 degrees.

They moved us to another room at 11pm they claim is working. It is still roughly 75 degrees and won't cool more. It's better than 78-80 but it's still unacceptable.

I will not be returning to the convention here, as much as I seriously want to support my local con. This hotel just cannot accommodate large crowds in summer.

Update again again: it's systematic. The a/c cuts out at night for numerous rooms then kicks back on with cold air sometime in the morning. The a/c techs on hand can't figure out what it is. The pessimist in me says the hotel is trying to cut costs somehow and implemented a "feature" that the staff doesn't really know about.

Even when working the a/c cannot keep up well, as it took till midnight to hit 73 F, but they sure as hell chill the lobby area as much as they want. Basically your room comfort at night is NOT a priority...