TownePlace Suites by Marriott Houston Westchase — Hotel in Houston

This hotel put my family in grave danger. Texas had two major winter storms, and for the first time in history, it was placed under a winter storm warning Statewide. My family and I moved to Texas, we had secured a room at the TownePlace Suites by Marriott Houston Westchase. Our room lost power and water the first day the storm hit. We asked if we could be moved to a sister hotel and we were told they will not do that with no explanation. I explained it was dark in the halls and I asked for a flashlight, I was informed there is not enough flashlights for everyone. On the second day of the storm, we were notified by the staff that our family and our 2 large dogs had to evacuate the hotel in one hour! We explained we have no family, no place to go, essentially we would be homeless! We were told there were nearby shelters that we can try to call. I was in complete panic since I was completely new to Houston. We scrambled to get as many items as we possibly could, in the dark, on the second floor, and without any assistance. We carryied our things down the stairs, literally in complete darkness. Mind you, I have 2 kids and 2 dogs, it was exhausting. I asked management for a flashlight again, and again I was told no. But, I had seen staff with a flashlight and thankfully the maintenance man let me borrow his. I could not use my phone since I was unable to charge it due to no power. I noticed the staff was secured with items but the guests were left to figure it out. All of our perishables in the fridge were rotting, over $200 worth of food and condiments. The guests had no way of getting food or water since the entire city was shut down, but the staff brought a bbq grill and plenty of food and beverages for themselves. They literally had a bbq downstairs in the lobby telling guests it was for staff only, if there was any scaps leftover, we could then have some.

My family, and I left, desperately driving around the city in treacherous driving conditions, looking for a gas stationthat was open. We only had a quarter of a tank. Finally, we found gas an hour out. We drove to a nearby shelter only to find out, they were all at capacity and would not take pets. My children were hungry and had to use the bathroom, I had to find a wooded area just so they could relieve themselves. It was pouring down freezing rain, ice on the ground, and completely terrifying!

All the hotels were not taking and reservations. We drove to multiple locations. Thankfully, after making multiple posts on social media, we were able to secure a place. It was still without power and water, but it was shelter, and we wouldn't have to separate from our pets. Our 2 dogs are rescues, they couldn't handle being separated. Marriott put us in a very bad situation, we were just thankful we found shelter and were together!

I understand there are unforeseen circumstances that was out of this Hotels control. However, how they went about it was completely unacceptable. They put our lives in danger by throwing us out. Besides being forced to leave all of our possessions, we were essentially homeless and without any shelter. They could have put us in another Marriott that did have power, or help us find a shelter, or offering us food and water, or a way to see like giving us one of their flashlighs! But they did nothing, absolutely nothing. They only offered us one night compensation and that was after I had to ask. I think they should have a protocol for these types of situations at bare minimum. My family could have been in car wreck, or died from exposure to the temperatures. We could have ran out of gas and literally been stranded, no phone, no water, no food, in freezing temperatures. This is completely unacceptable and there should be some...

I just want to start with everything didn’t start off bad, but lack of competency and hospitality has lead me to write this review for this hotel who I have deemed to be the McDonalds of the Marriott name. One staff member constantly over steps boundaries inquiring about who is paying for your room this time; as someone who had returned to that location MULTIPLE times. They are so quick to threaten to kick you out or in this case kick someone out whether you paid for the room in advance or the reservation has not yet run out. It seems the longer you stay at this EXTENDED stay hotel they seem to start not caring. As housekeeping was marking my room as being cleaned but not even did so much as knock on the door to see if I was even in the room. My room had not been cleaned in over a week, I had to ask one of the housekeepers for fresh sheets and towels as I take a shower more than 3 times a week thank God I had some extra towels of my own to use.. The staff highly incompetent on how to do simple things such as credit card authorization forms along other things like knowing which guests have not checked out on time. They will literally come bang on your door demanding that you get your things and leave only to give a bare minimum apology saying, “Sorry I got my numbers mixed up but don’t feel bad, you weren’t the only person I did that to today” as if it was a joke and I shouldn’t feel a way due to their carelessness and stupidity. This is bare minimum customer service and lack of accountability on so many levels even when they admit that they did wrong they refuse to take accountability or offer any compensation for their mistake and this is why they will forever be known as the McDonalds of the Marriott brand. These incompetencies cost me my tax exempt status and now if I would wish to go back to that hotel (which I would rather sleep under a bridge). I have to start all over again with their overpriced rooms. As a hospitality brand you get very crappy customer service, over night receptionists NEVER at the desk either, outside walking around or in the lobby watching TV or on their phones. Then they walk up asking “what’s wrong?” Well if they were more aware and doing their job they’d know… I will say however in this highly negative review Danielle was a pleasure to deal with and the ONLY one who exhibited constant hospitality as the others looked like they hated their jobs..give her a raise and a promotion. if you hate your job then go find somewhere else to work simple no need to work in a place where people are counting on you to do your job correctly and with integrity as this time it cost me my stay and them a long...

I booked a room a 2-room suite for 6 people ,on March 8th, 1 week prior before my vacation to Houston. I arrived at the hotel at 8:30 AM and asked if there was any chance of an early check in. I was told "No" and told to come back at 1:30 PM. Fast forward to about 1:45PM i go up to the front counter to ask if our room is ready again we were told "No", so this time i ask how long would until my room is ready. And in a very unprofessional manner i was told "I dont know" and later waiting until their check in time which was 3:00 PM. At the time i go back up to the counter and i get the same answer. A "I dont know" so i get a little upset and ask the person at the front desk to please check. A few moments later i am told 30 more minuets it will be ready. Already upset i told them "I will hold your word to it" after 2.5+ hours of waiting for a hotel room i go back in 30 min and now im told 5 more minuets. At this point ive been tired of waiting after a 4 hour drive from Fort Worth to Houston only for a 1 night stay they did not have my room ready when promised. So i consulted to their Manager named Racquel and asked politely if there was any possible way that we could be given a discount of some sort for having us wait for over several hours. She refused and argued with me saying that their check in time is 3:00PM which i understood but when a location has staff telling us to come back at a certain time and not being true or a staff member telling us "I dont know" is very unprofessional and disrespectful. I wasnt asking for much maybe something around 20% but i still was given a no for an answer. I felt like i wasnt respected by the Manager as a consumer and in my eyes since they saw us as a problem any other guest that came in to check in they brushed me aside to help the other guests than to fix the problem at hand. For a hotel to be under the prestigeous name of Marriott and give me that kind of customer service should have a talk with their staff. Ive stayed with many marriott hotels in the past but ive never been given such poor, and disrespectful service by its bar staff. In the end i wasnt given a discount and i cancelled the room and booked another one for the same day. As a consumer im very disappointed on how i was treated and the staff failed to fix the problems that were between us. I would not recommend staying here and expecting the staff here to be of any help. Sadly my friends and I will not be...