SpringHill Suites by Marriott Houston Sugar Land — Hotel in Sugar Land

We stayed here with our three kids and had a king bed suite, the part of the room where the kids were sleeping on the pull out sofa bed was hot so we kept adjusting the temperature on the thermostat and on the wall unit on the opposite side of the room and nothing seemed to help. We were in town visiting family so that morning after telling the lady at the front desk what was going on and her responding by saying she will have someone check it out we decided to head out for the day. On our way out we stopped by the front desk yet again to just remind her, “hey room 328, ac not working properly could you check it out” and again she said yes, we will check it out right away. So we leave thinking okay we will come back to come of answer, resolution or whatever. Fast forward to coming back to our hotel at 8 pm and stop in at the front desk to ask if our AC was checked out and fixed. The lady at the front desk flat out said “No it wasn’t checked out. I’m not gonna lie to you.” So we said “well it’s 8 pm and we’re gonna eat our dinner and put our kids to bed so is there anyway to just move rooms since the ac is still sitting, as it was, when we left this morning?” The lady at the front desk said “we don’t have any rooms” so we said well then we need a refund for this evening so we can go find a hotel where the AC is working properly.” She then proceeded to say she could move us rooms. So we went up to our room, packed all of our stuff, fed the kids and moved rooms. We didn’t feel it was right to pay full price for a room that wasn’t up to hotel standards. So we did request if she could give us some sort of discount for all the trouble and for them blantatly disregarding our request to have the AC checked. She said she would have to contact her manager and to give her 30 minutes and she would let us know then. My husband went up there three times and she had not heard from her manager so she promised we would for sure hear something by morning. We woke up in the morning to a receipt slid under our door with our card being charged full price. My husband stopped at the front desk to check out and address the issues. The assistant manager didn’t seem to care one bit about making things right and being held responsible for how the entire situation was handled. He gave us a card to call a different lady later on to address the issues. When asked when this lady would be in, he said she was out of town for the next week????.. so instead of taking charge and calling to relay what happened and what was going on and getting a solution to the problem or really caring about the customers he just brushed it off and told us to contact he general manager. He then said the best he could do was to take off $50 and we would still have to contact the GM if we had an issue with that. So a room where the AC isn’t working properly, is...

AVOID THIS PLACE AT ALL COST. Short version: To summarize we made a reservation for Christmas 1 week before the 25th, and got confirmation email on our booking. When we went to the hotel Lenita and Keisha were working and told us that they didn't have any rooms and said they can't do anything even though we had a booking, and they said they tried to contact us, which was a lie as there were no records of phone calls or email from them. Worst customer service at any hotel and very unfriendly staff.

Longer version: We booked this hotel 1 week before Christmas to stay on the 25th. We got confirmation email that our booking was confirmed, and was even able to mobile checkin on the app the morning of Dec 25th. When we arrived at the hotel at 10pm on the 25th, Lenita who we later found out was a supervisor at this establishment told us that they didn't have any rooms available and that they tried calling us about it. We never received a call from her or any emails regarding this issue. Keisha or just came on shift also told us there is nothing we can do and that y'all have to find another hotel. Without any remorse they did not care that they just left a. Family stranded on Christmas night. Not even 5 min later Lenita the supervisor just left and left this whole situation to Keisha. Keisha at first was saying the same they can't do anything and that y'all have to figure it out. It was then my mom got on the phone with Marriot bonvoy to try to figure out what was happening, and when I started to ask for their names so that I can write a review on Google. This is where Keisha demeanor changed, and started becoming more friendly and tried to figure out what happened. The customer service agent Nancy from bonvoy was very nice and told us that someone cancelled our reservation. Keisha was at first said no one had the power at the hotel to cancel reservations and it must be your own doing. With more digging from Nancy the nice agent, she said the reservation was canceled by the hotel supervisor with no notes on why it got cancelled. This is where we found out Lenita was a supervisor at the hotel, and that she was most likely the one who cancelled our reservation with no notice. Keisha did offer to clean a dirty room for us, but we chose to go elsewhere for the night. Lenita at this establishment was super rude and unhelpful, and chose to just leave the situation to Keisha. It is very surprising that Lenita is a supervisor that chose to cancel someone's reservation, and did not try to inform the party, and when we arrived just left without a care on...

If I could give you negative stars I would. Unfortunately, it has come to this. I even told the young lady that I wouldn’t write a review but I was lied to so here it is. We checked in on Saturday, March 13, 2021 around 4ish. We were greeted by the operations manager Celeste Lim. She was super friendly and very personable. She handed me our keys and we went about our day without going to the room. Boy was that a really really really bad idea. We made it back to the hotel around 11:30 or so only to find our room covered in someone else’s filth. The couch was covered in what looked like some greasy substance and maybe some Cheetos and cookies to go along with it (pictures attached). The floor had not been vacuumed nor had our bathroom been cleaned properly. I proceeded to the front desk and there was the operations manager Celeste and another Manager. I’m assuming she was the night manager on duty. I explained what we just walked into and they both looked concern. The other manager asked if she could go to the room and clean it for me. I told her no because my husband was in the shower and we had just drove from Corpus Christi earlier that day plus we were exhausted from our day activities. I asked for some gloves and proceeded back to my room in disgust because they offered no resolve except to clean it. What?? Who does that at 11 at night??? Anyway I went into the closet to grab the extra linen to fix the pullout bed for my son. There was hair wrapped up in the supposedly clean linen. At this point I’m fuming. I returned back to the front desk and showed the other manager the hair that’s wrapped up in the spare linen bag. I then asked her was there a general managers number or email that I could have. She told me that she was one of the general managers. I just decided to walk away at that point because of course she still wasn’t offering any resolve. So, the next morning arrives and we are checking out of the hotel. Celeste is at the front desk and stated that she would give me points through their Bonvoy program for a 1 night stay because housekeeping failed to do their job. I sent her an email on on Wednesday March 17, 2021 to confirm that she was still going to give me my points. She said it would take up to 72 hours to be placed on my account. I think she just said it to get me out of her hair. Well she lied!!! Here we are Monday, March 22, 2021 and I have yet to hear back from her and I still don’t have my points. This is very upsetting to say the least. This is issue was not handled properly. I would like to hear back from a...