The Laura Hotel, Houston Downtown, Autograph Collection — Hotel in Houston

DO NOT STAY HERE! This starts last Friday, April 26th, me and my partner checked in around 1 or 2PM It wasn't until around 5PM that we notice we can hear EVERYTHING in the connecting room, next door, including their very loud music. We call down to the front desk to ask if they could please ask them to turn it down, as we are trying to rest before leaving for the rehearsal dinner at 6:30PM. They do a good job of being proactive and about 10-15 min later we hear them knocking on the door to turn down the music. The people next door turn off the music, but are still talking SO loud (I could hear all of their conversations), but it's better than the loud music. Then around 6:15PM the music starts again. This time, we decide to go down to the front desks because we are about to be leaving anyway. We get down to the front desk and talk to someone at the front desk (very nice); he apologizes and tells us to go pack up our stuff, and he will move our room. At this point we are late for the dinner, so we ask if we can do this when we get back. We were told that was fine, and to just come back here when we get back. Around 8:30-9PM we come back to the hotel to switch rooms like we were told would happen. We were told that they are pretty much fully booked but they could switch us to a lower floor (we were originally on the 20th floor and were gonna be switched to the 5th floor). We said that was fine, and went up to our original room to pack up our stuff. We come back down, with all of our stuff, and are about to switch rooms. Before we fully switch I ask if he could please check if it was another connecting room because that is what seems to be the issue. SIDE NOTE: my mom and sister were both staying here too, and they did not have a connecting room, so that is what seemed to be the issue with the level of noise The guys who was assisting us (different than the original guy who told us we could be moved) I believe was the front desk supervisor (I can't remember his name, I believe it was something like "Alexander") ran up to check. He comes down and tells us it is another connecting room. At this time my partner and I start to discuss if we should move because the original room's neighbors were already on their second strike, so if they make more noise they would be "kicked out" (that's what "Alexander" said). Or, if we should take the new room, with the possibility that it could also have rowdy neighbors, and they aren't on the strike policy (which would take longer to figure out the situation, if they too are rowdy) I then ask "Alexander" if we could just get a refund and go stay at another hotel, which we know will not have this issue. He says "we cannot do that because we booked with a third party, so they are they ones that pay the hotel." I totally understand that policy, so I said "okay, I will call the third party, explain what happened, and see if they could rebook us at another hotel." "Alexander" then tells us "we can do that, but he will stay true to the hotel policy of "late cancellations." In other words, we would still charge us even though it was the hotel's fault. He said "it wasn't the hotel's fault, it was our fault." After this interaction, he then tells us, the room he just promised us (on the lower level) isn't available anymore. At this point we are beyond annoyed because the room he just promised us was taken away. I tell him, "he can't just make us go pack up all of our stuff, make us come back down and then tell us no!" WHAT TYPE OF HOTEL IS THIS? I think he realized how bad he messed up because he then goes to talk to his supervisor and comes back to offer us the room again. We end up switching rooms, but this was the worst experience at a hotel. Then, that same night, "Alexander" goes into my sister room unannounced to bring her towels she didn't ask for. It seems like he did that on purpose. Very weird he would come into a room at 10:30 at night for towels? I'm just glad she was awake and nothing happened. He seems like a creep. Do yourself a favor and go some...

My wife and I recently stayed at the Laura Hotel Houston on Saturday, 02/08/25, to celebrate our 20th anniversary. This would be the second time for us to stay at this hotel. The first time was a great experience. Unfortunately, the same cannot be said for this visit. After deciding to stay at the Laura Hotel my wife and I optioned for the room with the shower in the middle of the room with the opening partition. After making the reservation online, I called the hotel to verify that the room we were booked for did in fact have that shower option. I called on 02/07/25 at 3:42pm and spoke with reception/front desk and informed the lady on the phone of our request. After looking at our reservation I was informed that she made sure we were put in the room with the shower partition. Upon arrival to our room we were disappointed to see that the room did not have what we had specifically requested and what we were told we were getting. I then called down to the front desk and spoke with the gentleman that had just checked us in and informed him of the situation. He responded with. "I don't know if any of our rooms even have that." I explained that the hotel does have that option, as there are pictures of it online, and I had spoken with someone the day prior about the request and was assured that we would be getting a room with that feature. We were told that he would have to "call maintenance and see." After not hearing from anyone for about an hour I called back and spoke to the same person, who now seemed irritated that I was bothering him again. "Sir, I have to wait for maintenance to call me before I can call you," was his response. At midnight, after still not hearing from anyone, we decided to just settle with the room that we didn't want and try to make the best of things. Having stayed at The Laura Hotel before we knew we needed to call guest services for ice and extra towels. I did just that and was told by guest services that if I wanted ice, I would have to come down to the bar and get it myself and if I need towels, I need to go to the front desk. I didn't realize that "Guest Service" was a self service situation. When we got to the bar and waited for the bartender to finish her lengthy conversation, we were finally acknowledged and we asked for ice. She told us she was too busy to get us ice and that we needed to go to the front desk for ice. We informed her that we were told to come to the bar, and she told us to just go ask them again. Her response was, "I'm way too busy to get ice. I don't even have ice back here (as she was literally scooping ice for a drink)." We went to the front desk for ice and towels as instructed and were reluctantly greeted by a lady sitting behind the counter. When we asked for ice, this girl acted as if I had asked her to run a marathon. Apparently whatever she was doing on her phone was extremely captivating. We decided not to bother her with even asking for towels and just deal with what we have.

We have been to lesser hotels and gotten much better service than this, this is not what we were expecting on our repeat visit here. In addition to the service there were a few things in the room that were disappointing as well. The sprayer in the shower leaked out of the bottom of the hose more than it actually sprayed and the hair dryer was cracked, broken and overall pretty filthy. I don't know if there were supposed to be snacks in the snack bar/refrigerator in the room or not but there wasn't any even though there was a place for them.

We have tried twice to reach out to someone at the Laura Hotel and have not gotten a response. Overall it was an extremely disappointing experience for our 20 Year...

Disappointing is the only word that comes to mind when I mull over my recent vacation at The Laura Hotel. After doing a lot (but clearly not enough) research, I selected The Laura Hotel for a long weekend getaway with my girlfriend. We both travel a significant amount for work and are loyal Marriott members which allowed us to book a stay with points which take a long time to accrue, and we now feel were wasted. From the moment we checked in, we were offered some of the lowest quality service that we have ever experienced at a hotel – let alone an “Autograph” Marriott. When checking in, we asked if there was an opportunity for an upgrade since I am a Platinum Elite member. The front desk attendant was unfriendly and unappreciative of our status when advising that we were already upgraded to the 9th floor. Interesting since there are 18 floors to the hotel and the standard room which we already booked is exactly what we received. Fine – we don’t always expect to be upgraded but we do anticipate a friendly demeanor. The next morning, we ordered room service around 9am to include a pastry item, yogurt, bacon, and coffee. Two hours later, that order never arrived, and I called to cancel. You better believe it was on my hotel bill when we went to check out. They did remove this once I advised. While waiting for this illusive room service, my girlfriend decided to visit the pool. Upon getting there, she and the over 10-15 guests were left without towels. She called down from the pool to the front desk only to be told that “nobody is in charge of towels right now.” An hour or so later, towels did eventually arrive. The cabanas were however all marked reserved for outside guests who she was told booked online through an external site. Nobody ever arrived to use those cabanas, so hotel guests did not get an opportunity to enjoy them either. This was all discussed amongst other hotel guests, including one woman who decided to end her trip early and cancel a future reservation as well. Let’s discuss housekeeping – it never came. I saw a housekeeper in the hall and even requested that she “turn the room over” and offered her a cash gratuity preemptively. Upon returning at 5pm to get ready for dinner, the bed was still unmade, glasses on the tables, and the same towels on the floor. The next day a housekeeper did apparently enter our room since the trash was gone but that was the extent of the work that was done. Again, same towels and unmade bed. Ironically enough, they had the audacity to enter our room on our departure day at 8am while we were still sleeping even though checkout isn’t until 12pm. They sure were in a hurry to provide a service encouraging us to leave. Our coffeemaker did not work during the trip even to just make hot water either. I went down to the front desk where they arranged for a cup of hot water but never offered a replacement coffee maker be delivered. Out of all our travels, this ranks as #1 worst hotel experience. We expected better from Marriott and especially an Autograph Hotel. Our only positive experience with The Laura Hotel was the bartender Niles who provided both quick and pleasant service. Maybe he should teach a...