Sheraton Houston Brookhollow Hotel — Hotel in Houston

Upon check in Saturday evening, I was not acknowledged as a Bonvoy member. I had requested a refrigerator be in my club level room, so that a medication I take could be properly stored. When I got to the room, there was no refrigerator. I went to the front desk, made them aware and stated I was fine with it being brought up Saturday as I could add more ice to the transport bag I use. For a club level room, I expected it to be nicer than a standard room, that I have stayed in before. The hotel is in desperate need of updating. Sunday morningI left to meet my parents for breakfast as is our normal tradition. I returned to the hotel between 10:00 and 10:30AM, parked in one of the first spaces on the first level of the garage. I went up to my room to relax. Around 1:00PM I went to go get lunch and discovered my 2019 Jeep Grand Cherokee had been broken into and all the presents I had brought for my family were stolen. the total value was $975.00. Now I know what you're probably thinking, but my Jeep has very dark tinted windows, and the cargo cover was pulled. In that garage you could not see anything in my Jeep.I went to the front desk to ask if they had garage cameras and the guy working, youn, I think Latino, named Felix, I believe, said they did. I called the Houston police department, Felix and I walked out so he could see the damage and take pictures.

While he was with me, the police answered and he provided the address of the hotel and they took some initial information from me. Felix offered for the maintenance/engineer to vacuum out the broken glass and possibly put some plastic over the window. The engineer vacuumed and put a giant garbage bag over the door and taped it the best he could. I told Felix for the remainder of my stay I would be parking my Jeep right at the front door, which he said would be fine. I took my service dog out later that evening and notice they had an actual security guard sitting in the lower level of the garage. After a very emotionally draining Christmas day, I returned to the hotel around 4:30 and notice that the side entrance to the parking lot had been locked, which it's normally open.

This morning, as I was waiting for the glass repair to show up, Felix showed me the garage camera, on his cell phone. Feliz said the car entered from that side entrance, he checked out a few cars on the surface lot then drove into the garage. He proceeded to park next to several different cars before pulling in next to my Jeep and comitting the crime. The car had no license plates, so it was probably stolen, and you couldn't see the guy. Felix said he would e-mail me the video and as of this e-mail, 12-hours later, I have yet to receive it.

Before leaving the hotel this morning I asked Felix, so is there any discount, considering I had just paid $265 to have my glass replaced and he said "the hotel isn't responsible for any damage, unless it's done by an employee". My question is, if he didn't feel somewhat responsible, why on Sunday when it was discovered that a crim ehad been committed, was he offering food and drink vouchers, which I never received. At the very least they could have made some sort of monetary offer, as a gesture.

I have stayed at other Marriott brands, and even Aloft, has an arm blocking the garage entrance. You have to take a ticket to get your car through. The garage at this Sheraton should not be so easy to access and I have never seen a security guard before the other night. Usually it's just the golf cart, in the garage, with a yellow flashing light. Needless to say, I am extremely dissapointed in the Marriott brand and most assuredly, will never stay at this...

Upon check in Saturday evening, I was not acknowledged as a Bonvoy member.||I had requested a refrigerator be in my club level room, so that a medication I take could be properly stored. When I got to the room, there was no refrigerator. I went to the front desk, made them aware and stated I was fine with it being brought up Saturday as I could add more ice to the transport bag I use.||For a club level room, I expected it to be nicer than a standard room, that I have stayed in before. The hotel is in desperate need of updating.||Sunday morningI left to meet my parents for breakfast as is our normal tradition. I returned to the hotel between 10:00 and 10:30AM, parked in one of the first spaces on the first level of the garage. I went up to my room to relax. Around 1:00PM I went to go get lunch and discovered my 2019 Jeep Grand Cherokee had been broken into and all the presents I had brought for my family were stolen. the total value was $975.00. Now I know what you're probably thinking, but my Jeep has very dark tinted windows, and the cargo cover was pulled. In that garage you could not see anything in my Jeep.I went to the front desk to ask if they had garage cameras and the guy working, Felix, said they did. I called the Houston police department, Felix and I walked out so he could see the damage and take pictures.||||While he was with me, the police answered and he provided the address of the hotel and they took some initial information from me. Felix offered for the maintenance/engineer to vacuum out the broken glass and possibly put some plastic over the window. The engineer vacuumed and put a giant garbage bag over the door and taped it the best he could. I told Felix for the remainder of my stay I would be parking my Jeep right at the front door, which he said would be fine. I took my service dog out later that evening and notice they had an actual security guard sitting in the lower level of the garage. After a very emotionally draining Christmas day, I returned to the hotel around 4:30 and notice that the side entrance to the parking lot had been locked, which it's normally open.||||This morning, as I was waiting for the glass repair to show up, Felix showed me the garage camera, on his cell phone. Felix said their other cameras showed the car entered from that side entrance, he checked out a few cars on the surface lot then drove into the garage. He proceeded to park next to several different cars before pulling in next to my Jeep and comitting the crime. The car had no license plates, so it was probably stolen, and you couldn't see the guy. Felix said he would e-mail me the video which I received Wednesday afternoon.||||Before leaving the hotel this morning I asked Felix, so is there any discount, considering I had just paid $265 to have my glass replaced and he said "the hotel isn't responsible for any damage, unless it's done by an employee". My question is, if he didn't feel somewhat responsible, why on Sunday when it was discovered that a crim ehad been committed, was he offering food and drink vouchers, which I never received. At the very least they could have made some sort of monetary offer, as a gesture.||||I have stayed at other Marriott brands and most have at least an arm blocking the garage entrance where you have to take a ticket to get your car through. The garage at this Sheraton should not be so easy to access and I have never seen a security guard before the other night. Usually it's just the golf cart, in the garage, with a yellow flashing light. Needless to say, I am extremely dissapointed in the Marriott brand and most assuredly, will never stay at this...

March 5, 2024 I am an owner of a National Beauty Pageant and today I visited the Sheraton Houston Brookhollow Hotel location : 3000 North Loop West, Houston, Texas 77092.

I reported to the front desk and spoke with a Front Desk Employee, OSCAR, who was very " UNPROFESSIONAL, UNCOUTH, UNCONCERNED and most importantly, NOT HELPFUL at all !!!! "

I simply just want to look at the Ballrooms just to see how HIGH the ceiling were and to see the size of the ballrooms that was it.

I asked OSCAR for the Marketer.

Oscar stated : " Do you have an appointment ? "

I said NO. I just want to look at your ballrooms for my event.

I then asked OSCAR for either Marketing or Engineering.

Oscar then stated that : " Marketing was gone for the day and Engineering was busy."

Oscar made this statement without even calling Engineering to unlock the ballroom. In any HOTEL or Motel Engineering ALWAYS has a MASTER Key to unlock all doors for emergencies.

Thirdly, I asked OSCAR for the Banquet Manager, MOSES, to just allow me to look at the ballroom(s). This would ONLY have taken just a simple phone call to either the Engineering personnel or the Banquet Manager, Moses, who was present on site.

OSCAR's favorite word is " NO " and this is absolutely the WRONG answer and POOR and HORRIBLE CUSTOMER SERVICE !!!

I have owned my National Beauty Pageant for over 16 years and I have NEVER been to a HOTEL where the employees actually are soo unprofessional, ghetto and unconcerned to where they actually RUN OFF HOT customers ready to spend money $$$.

Employees, like OSCAR are the exact reason WHY prospective / potential customers will book at a much better brand HOTEL.

ABSOLUTELY unprofessional and ghetto.

This HOTEL needs to really monitor their employees more stringently and definitely coach and teach and foster PROFESSIONALISM IF you want such an OLD hotel to continue to able to generate gainful income for the owner.

I am pretty sure that the Ownership of this property would NOT appreciate a disgruntled employee like, OSCAR, NOT having the customer - service skills needed to assist a potential HOT customer like myself with such a simple task.

This was a complete FAILURE on the behalf of your FRONT DESK staff. This is a HOTEL where CUSTOMER SERVICE is absolutely paramount. This is an example of how upper management, Ana Julien, Front Office Manager has FAILED to make good customer service standards clear to OSCAR..!!!!

WHY is this type of UNPROFESSIONAL and NASTY attitude allowed and WHY does this OSCAR have a job at the FRONT DESK. OSCAR needs to be working in maintenance or outside where he does NOT have interaction with potential customers that are coming to spend money.

This was a simple request and this employee, OSCAR, FAILED miserably. OSCAR was NOT well groomed, wrinkled, with LONG unkept hair, NOT clean - cut and NONE of the front desk employees were cordial, smiling and professional. Being Congenial with a smile is mandatory when you are dealing with customers that have much better options in a major city.

DO NOT book this HOTEL for any event or for any...