Courtyard by Marriott Houston NASA/Clear Lake — Hotel in Nassau Bay

Very disappointed in front desk attendant, Christi’s, callous nature toward her fellow community members. During Arctic Blast 2021 my family had been without power for 16 hours. Our houses dropped to dangerously low temperatures. I saw they had rooms available on the app, so I call to inquire about their power situation. She quickly snapped “we are all booked” and we hung up. I went back to the app to possibly book for the next night. While clicking through the screens, I accidentally booked a room for that evening. So, I called back to inquire if I, in fact, had a room and to finally get an answer about their power situation. I explained our situation and having freezing children at home. She retorted that it was up to me and I would “have to understand” that they are low on staff and up until this point at 30% capacity but that she would “go ahead and confirm” my stay. I felt like such a burden during a time the community should be banding together! Once we arrived, another lady greeted us and was extremely pleasant. Christi was there and was seemingly frustrated with her fellow employee as well. I felt the tension. There must’ve been 2-3 phone calls while I was checking in that she answered with “we are all booked up” to which I wondered if they’d checked the app and felt terrible that they potentially have to go without heat in these terrible conditions! Fast forward, the next day I inquired about late check out (a benefit silver elite members can receive upon availability). NOPE! I called down and, Christi again, didn’t even check. She responded quickly with a no! So, I risked it and extended our stay since it was going on 36 hours without power in our home and temps were dropping to the 40s in our home. We finally got power at 3pm. Since hotel check in is at 4, I figured I’d try to get out of my stay if possible. Christi answered and I explained. She puffed and said it was 3:00 and they’d probably have to charge me. She said she’d check though and put me on hold. She came back in a couple of minutes in her regular, “thanks for calling Marriott” spiel and I reminded her of why I was on the line. She had completely forgot and gotten side tracked and AGAIN did not even check but told me that they would not be able to get housekeeping up in time to clean the room and sell it. Fine! We packed up and fully prepared to just eat the cost. Walked out with all of our stuff only to see housekeeping cleaning the room RIGHT NEXT DOOR to us!!!! Our room would’ve been so easy to clean and sell. We only had towels on the floor. So many of my friends were looking for places to stay that night and were turned away, possibly by Christi, who isn’t even trying to book rooms! I had 3 friends who would’ve greatly stayed in our room. Heck, I would’ve cleaned it myself if it meant a community member would not have to go freezing through another night! I have never been so disappointed and dehumanized at a Marriott in my life. I think more than anything it was her condescending attitude that I quickly picked up on through her fake friendly high pitched voice, with all the “you have to understands” and “I mean I’ll check” as she puffs and sighs through her breath! I will never stay here again. I hope this lady learns a lesson in compassion and...

I had reservations from for this Hotel from Oct 4 through Oct 16, 2015. When I checked in, I was met by a very pleasant individual who got me checked in and in a nice room. The next day I ask about the possibility of getting an upgrade to a room with a microwave oven. The same person who checked me in said let me check on that and then informed me that there were no rooms for me to be upgraded to until after Wednesday October 7th. I checked back with her and she stated that there was a room available that I could move to but I would have to be out of my room by noon on thursday and then I would be able to go into the other room after it was ready. That was no problem since I had to work that day and could be out of the room in the morning and the move into the other room that afternoon. Well, Thursday morning came and there were two staff members at the desk and when I said that I was getting things ready to move out I was told that there was no availability for me to upgrade. So I checked on line and looked at reserving three suites and was able to do that and the guy told me that the Marriott reservation system is not correct. I all my years of traveling and staying at Marriott hotels from California to Maine I have never experienced that problem. Therefore my conclusion is I was lied to by the morning staff. I moved out that afternoon and went to another Marriott facility where I was greeted by professional personnel who cared about pleasing the customer. It seems to me that the Marriott Courtyard Nassau Bay front desk people on the morning shift need additional training in customer service, especially when dealing with someone who perferrs the Marriott hotels over others.

The facility was nice and the location perfect - just the morning desk people were in a word terrible at...

I reserved and paid for a room online for a colleague. I got a confirmation and it showed on my credit card statement. When my colleague arrived, the hotel claimed they needed to "run" my card and that it was denied. So my colleague called me and I talked with the hotel employee on the phone. I explained that it was probably denied because the charge was already run and it was approved and on my credit card. But she was adamant that it was not paid for. I gave her the confirmation number and everything but she wouldn't let him and his family have the room until it was paid for (again). So they charged his credit card for the room. I told the lady that I needed her to cancel my transaction then and she said she can't because there is no transaction (even though my credit card showed there was as well as the confirmation email). So I said I wanted to speak with the manager and she said she'd have to take my name and number and have the manager call me. Now 5 days later the charge is still on my credit card and the manager has never called me (even after my leaving several messages on her voicemail). This hotel is just messed up. Don't book anything online, as you run the risk of paying for it twice and then they won't refund you. What a pain this has been. I don't know how long I'll have to fight them on this. I will probably end up having to dispute it through my credit...