SpringHill Suites by Marriott Texas City — Hotel in Texas City

FOR YOUR HEALTH, YOUR SAFETY, AND YOUR COMFORT, DO NOT STAY HERE

There is very little that SpringHill Suites in Texas City does right. It's a new build with every opportunity in the world to succeed but awful ownership and lazy management has this place among the worst hotels I have ever stayed at (I spend about 200 nights in hotels per year and have for a decade. I'm a titanium Marriott member).

To start: The hotel parking lot is riddled with trash and debris. The entrance to the hotel is not a ramp but a curb (see attached photo) which has gotta be a huge ADA issue that this hotel will get in trouble for if it hasn't already.

Upon check-in, I waited nearly ten minutes for the front desk agent to arrive. Despite the wait and the line of people growing impatient, he offered no apology, no welcome, and didn't talk as he checked me in. I was also greeted with signage I have NEVER seen at a hotel before (see attached photos). $5 for leaving the room key in the room ARE YOU KIDDING? $1000 for a pet fee unless it's a service animal and then I have to provide paperwork? The first impression of this hotel was absolutely mental.

I go to my room thinking that this space has to be absolutely perfect for me not to decimate this place to Marriott corporate (trust me, I did). I was met with a room that had clearly been cleaned by someone who either doesn't know what they're doing or doesn't care. There were crumbs all over the floor, the furniture was not re-set, there was some disgusting substance on the air conditioner, hair in the toilet, hair on the towels, dirt and hair in the shower. Photos attached for all of this.

The worst part of this stay? The lock and handle to my room wasn't secure. It just wasn't fit for that door and you could just push the handle in. This is unsafe. It is unacceptable.

There are two positives: The woman running breakfast clearly cares about her job and the service she's providing for guests. Kudos there. The young woman working the morning shift was also very pleasant and had to apologize for the asinine policy about the room keys. Ownership and management needs to learn from these two because they seem to know what hospitality is. No one else seems to.

Marriott continues to gift these franchises to people who clearly have no &%#@& idea how to run a hotel nor seem to care to want to. In no way should the people running this hotel be allowed to continue to do so. It is an unsafe property. At least one front desk agent has no idea what hospitality is. The rooms are disgusting and the property is dirty.

I cannot emphasize this enough...DO...

UPDATE: 12?/28/2023 After sending a letter directly to the manager of the hotel, I received an e-mail and a phone call and a refund for one of the payments I made. I appreciate that they made an effort to solve my problem.

I have never given anything less than 5 stars to a Springhill Suites location, and we've stayed in many. From the get-go it was a bad experience with the front desk attendant. But I was going on a much needed cruise, so I didn't pay much attention to it. I should have. In the morning, the breakfast area was packed, which I expected due to the hotel's location close to Galveston. But the breakfast items were not refreshed promptly and for the volume of people, one waffle maker is not enough. So, upset and hungry, we left without asking for a receipt. BIG MISTAKE on my part, I know. It will never happen again. Remember the desk attendant? He never questioned why there were 2 exact reservations under the same exact name with the same ID provided. One reservation was prepaid at a lower rate, and a second was one at a higher rate that should had shown as canceled but didn't. After coming back from our trip and realizing the mistake, I contacted the hotel's manager, Sean H, who simply said I was responsible for both rooms because one was a "no show." Well, they would not accept that yes, I made a mistake in not verifying my cancelation, but they made a mistake in not verifying why there were 2 reservations with the same name. Yes, I've contacted Marriott, I am waiting for a response. Yes, I may have to pay both rooms... But bottom line, no matter how excited you are about going on that cruise, check, check your receipts. It's not only in Mexico where you're going to find dishonest vendors and rude managers. (I've never had problems in Mexico or anywhere else,...

So I have over 1700 nights in Marriott hotels. The good here is that 1. People are friendly, 2. Rooms and property is pretty clean 3. It's super convenient area.

Cons: 1. Construction around here is crazy right now. 2. Literally NO mention of lifetime Titanium membérship. Not even a thank you, nothing. 3. Breakfast is a joke. Dry eggs, undercooked sausage, and bread. That's a breakfast? Cereal and milk but the milk was warm.

The AC was not functioning because some engineering GENIUS decided it was smart to build a bench literally RIGHT ON TOP OF the AC unit. The air literally shoots right into the bench and then to the floor. So THAT SIDE of your room is freezing and the other side is 10 degrees warmer. WHY?

They brought us a new AC unit at like 10:45pm. Last night was ok (74 in the room). Today we arrive after a day at the beach to a 76 degree humid room. Even after resetting and trying every configuration it's STILL warm. This is Texas and you're in the SOUTH part at that, you can't have AC issues in July. I gave up trying and just sucked it up.

Also, pull the air filters up on that AC and prepare yourself. The bench won't allow them to come out all the way and they are 100% blocked and FILTHY....

Take the bench out, it's not rocket science. Also... GROSS!!!!!

I wish I could like this property but I won't...