SpringHill Suites by Marriott Houston NASA/Seabrook — Hotel in Seabrook

Subject: Extremely Disappointing Experience at SpringHill Marriott

Dear SpringHill Suites Houston NASA/Seabrook Manager,

I am writing to express my deep disappointment with the service my wife and I received during our recent stay at SpringHill Suites Houston NASA/Seabrook while celebrating our first wedding anniversary. Given that we chose your hotel expecting a high standard of service, our experience fell far below what should be acceptable for a 4-5 star establishment.

We checked in and had an enjoyable day exploring the city. Saturday evening, when we returned to our room to relax, we encountered a major issue with the bathroom. After I used the toilet, we noticed the water rising, which indicated a clog. My wife checked the toilet and noticed it was also visibly dirty under the rim, suggesting it had not been properly cleaned.

I called the front desk to request maintenance, only to be told that maintenance was unavailable. My wife then asked if we could at least get a plunger to address the issue ourselves. The staff member put me on hold for approximately 25–30 minutes, only to return and inform me that no plunger could be found, as it was likely in another guest’s room. When I asked whether someone was sent to retrieve it, I was told no.

At this point, I asked for a solution, and the response was completely unacceptable: I was told that we could use the lobby restroom. This was not a viable option, as my wife has a medical condition that requires frequent restroom access at night. Additionally, I find it unreasonable to expect a paying guest “especially one dressed for bed” to leave their room and go to a public restroom multiple times throughout the night.

With no solution provided and no effort made to accommodate us, we had no choice but to cut our anniversary trip short. We packed our things, checked out, and left early, deeply frustrated and disappointed. The front desk staff seemed shocked but still failed to offer any assistance or resolution.

I travel frequently and have stayed at many Marriott properties, but after this experience, I will never book with SpringHill Suites again. I cannot justify spending $200+ per night at a hotel that fails to provide basic amenities and customer service.

I hope you take this feedback seriously and address the lack of proper housekeeping, maintenance availability, and guest accommodations. No paying guest should ever be put in a situation where they feel forced to leave due to the hotel’s inability to resolve such a simple issue.

Sincerely, Deborah /...

It was definitely a pleasant surprise. The room was amazing! We were ecstatic to see the toilet and shower separation. Your front desk staff is nothing short of amazing as well, both Terry and Tyler. However, Terry went above and beyond with his customer service. He provided us with exceptional customer service. We had to extend our check out to allow my mother to stay in the room a little longer while we attended a site inspection on the Carnival Vista. She stated that Terry took extra good care of her. She was so happy to have someone to talk to while giving her the care she needed to feel safe until our return. When we picked her up to head back to Dallas, all she talked about was how much Terry was concerned for her. Please let him know that we really appreciated everything he did, from bringing up the extra blankets and pillows, providing an ease to check in and excellent customer service, to just simply being kind to an elderly woman who he didn't have to take the extra time for. Because of him, we will always use the Springhill NASA location when we travel down for business and pleasure. During the evening shift exchange we were getting both Tyler and Terry, I felt like we were getting a tag team of excellent service. Tyler was the one who took the call to extend our check out time. Kudos to the...

Do not stay here! Tonight some punk kids 1st threw a bag of ice at our door and scared my family and I. Then 10 minutes later they kicked the door in. I called the front desk and it took them 10-15 minutes to respond when the front desk clerk finally came up he found the kids running in the hallway. He came to me and apologized… at this point I was ok with his approach. Then when I was walking in the hallway returning to my room the same group of kids came to me and asked where the ice machine was…I stated to this young man that he has some good jokes! I found out he belonged to a basket ball team staying at the property. I went back to the front desk and asked to speak to the manager…she came to me and said yes the group of kids are from a basketball team- I told her what again just happened then another front desk clerk felt his approach to a service recovery was to tell me to shut up! He stated I was too upset and loud…I explained that I just had someone kick my door in…. I then found out these kids had no adult supervision at the hotel…I decided to check out and will never stay at this property again… This property needs an operations team to come in and clear house… The property in general is long in the...