Houston Marriott Sugar Land — Hotel in Sugar Land

How can I begin to share how much I love this property. I initially stayed at this hotel in April 2024, and I absolutely loved it! The front desk staff was amazing, and the rooms are very, very clean. The hotel staff is very professional and very accommodating, even to those that don't deserve it and enter into the hotel feeling entitled and do not have an Elite Status!!! Yet, the staff is nice. I am on the most spoiled Marriott guest in the world...LOL because I've been a member for 25 years and I am one year from Lifetime platinum. I have traveled the world, I only want to stay in Marriott properties, and I have high expectations. I am very much "on the inside of the loop" about the Marriott industry. What can I say about the breakfast? AMAZING and first class. They serve the smoked salmon, capers and etc. What can I say about the restaurant food and staff? AMAZING! Please try the lemon pepper wings! I am actually combining my thoughts from April and this current month. Now, I would like to recognize a few outstanding staff members: Ms. Nicole-the front desk manager is an absolute jewel. She's very kind and professional, courteous, treats everyone the same and sets the pace for the atmosphere. I was placed in a room and was misled about the location and noise. I ended up getting a headache; after calling the front desk and sharing my concerns the other staff member (will not reveal the name) shared she could not help me. I know how accommodating Marriott can be. Therefore, I took upon myself and went downstairs and politely shared my concerns with Ms. Nicole. Ms. Nicole listened to my concerns, was very professional and did not hesitate to provide me with another room, after I had been misinformed by another staff member. Ms. Nicole took another proactive step and walked up to my newly assigned room, to ensure my comfort. WOW! This is the way it happens at larger Marriotts (J.W. Indianapolis and Time Square Marquis), but I received the same services from Houston Marriott Sugar Land!! Thanks Ms. Nicole you are the BEST! I pray that they keep you around, because I even watched you demonstrate professional kindness to some of the rude customers. In closing, I also want to recognize Ms. Rana who has been working at this location for 15 years and she remembered me (from April) when I walked in for breakfast this morning and she knew exactly how I wanted my omelet. Ms. Rana demonstrates such positive energy and love for her job, company and the location she works at. I also want to recognize Ms. Veronica who also works in the dining area as a server. Ms. Vernonica is prompt, professional and treats the customers with dignity and respect. THIS IS ONE OF THE BEST, IF NOT THE BEST MARRIOTT properties in the Houston area....good service, great people, clean rooms and in a great location with plenty of great restaurants and entertainment. See...

Didn't have the room type we reserved but they are going to provide roll away. Several calls later they don't have any left. Didn't want to take time to let us know. They don't keep lists or anything so to get the room we wanted we have to keep checking each day to try and catch an opening in a double bed room. Some staff know and some don't so make sure to ask for the person that knows. This is 3 stars on night 1. Not looking good so far.... So yesterday we went to front desk around 11 and after a brief discussion with staff were told we would be moved to the 4th floor. We left our phone number as they said they would call once the room was ready. Staff person called housekeeping while we were there and asked for the cleaning of our new room to be expedited. Around 4 pm we still hadn't been called and went back to front desk. A different staff person said she didn't see any notes about our room change but that we were in luck as they had a room for us on the 7th floor. From what I have gathered there are a couple main issues at this hotel. Issue 1: they need a more dependable system for communication between shifts and between services. Issue 2: need more towels

Housekeeping staff is pleasant and seem to work hard. Facility is clean and serviceable. I don't think it is an impossible solution. Staff in general seem pleasant but it underlies a bigger issue which is probably linked to staffing and having the right tools to get job done. When you scratch the surface the truth comes out. We scratched the surface when we confronted staff about the room provided. Then the smiles fade and we get answers like; we don't know anything about that, we don't have any notes, nobody talked to us, nothing in the system....etc. I don't however think those are lies. I do think staff is following the protocol they have been allowed to follow and it probably works some of the time. But for busy weekends it doesn't work that well. Day 3 for us and things seemed to have smoothed out for us. I'll update with any major issue and/or to close out the trip. Rest of trip was uneventful. Housekeeping did their thing. Towel shortage persisted. But otherwise we were pleased. It stinks that the trip started off as it did but checkout went better. With big groups I would consider more leniency with check outs. Staff was nice. They keep the place super clean so that is very refreshing In a hotel.management followed up and made an attempt to assuage our concerns. I like that as well. Hope this...

Overall I was disappointed with my stay at the Marriott. It was my first time staying at this hotel and it fell well short of my expectations. The location was great and the hotel staff was friendly. The room was dirty and unkept. It looked like no one had stayed in it for a few weeks and had a musty smell and there were a bunch gnats in the room. There was dust on top of the countertops so they obviously had not been cleaned or disinfected in a while. There were white crumbs on the floor and it wasn't until my wife sat in the desk chair until we realized where they came from. The surface of the leather chair was flaking off badly. She had to put a towel down to keep the pieces from falling off and sticking to her clothing. There were water spots and hair on the walls of the restroom near the sink. There was also hair and what looked like black lint between the grout in the shower. I was able to clean some of it with a wash cloth and warm water so it wasn't stained that color. It was just dirty. There were more gnats in the bathroom then the rest of the room. We checked in around 3 or 4 pm, got unpacked and immediately laid in bed and took a nap so we didn't notice all of this until we woke up and started getting ready to go out for the night. I let the front desk know about the problems on our way out of the hotel for dinner and asked if they could have someone up to clean it. They did offer for us to stay in another room but I really didn't feel like having to pack up all our stuff and move it and we had dinner reservations. I gave them the list of things I mentioned above. When we returned later in the night most of the things had been taken care of. They were unable to get rid of all the gnats or the smell but they clean, dust and vacuum the room. We only live about 15 minutes away from the hotel but we routinely stay in a hotel in the area at least one weekend a month when me and my wife have a date night. This was our first time staying at this hotel and we mainly chose it because of its location. Based on our recent visit we are unlikely to return and will continue using the other hotels in the area we've always had great experiences with. Also, we were offered an apology and a discount upon check out. A roughly 30% discount and a sincere apology from the hotel supervisor seemed adequate. Me and my wife made the best of it and a great time at dinner and at the local bars that were all within walking distance. We'll pick a different...