Residence Inn Houston-West University

Witnessed Female staff displaying very off-putting behavior borderline discriminatory towards guest. After speaking with the guests i was informed that was not their first experience. Again this is my witness account.

The DOO TO OUR ROOM WOULD NOT LOCK. We were moved to another roomAND THAT DOOR DID LOCK EITHER. We’ve stayed here several times in recent years Marriott Residence Inn West university, and with each of the past three visits we found the a little dumpier, more poorly maintained. If Marriott has decided to let this place degenerate, reconsider: We don’t know the manager but we do know the Marriott brand.

I was due to stay for 3 nights and checked out after 1! I arrived to find my room (430) run down, dirty and look liked it had been cleaned in a rush or not at all. I was concerned before I arrived in the room as the lobby, hotel and elevator had a look of being tired, dirty and rundown. There are signs everywhere about needing to book housekeeping in advance and when you see the disgusting way the rooms are maintained by housekeeping you wonder why bother as they are not clean when a new guest arrives! The dust and dirt was just vile. They have a sign saying that they follow Covid cleaning protocols, this is a blatant untruth in this room and covid is the least of your worries here as based on the cleanliness of my room Listeria and other dirt based viruses are a bigger risk factor, When discussing with other guests they said their rooms were the same. The heating/AC was so loud in the room and the vent cover was hanging off the wall. I tried to call and then visit the front desk to let them know these things, but there was no one there each time I tried. When I checked out I was waiting for someone to come to the desk and after a few minutes the Manager stepped out of his office to attend me. He asked how my stay was and I let him know the issues. There was no response other than surprise on his face, no apology and no discussion about how it can be rectified, he just did not seem to care. They seem to be a nickel and dime operation as they even charge you $6 to park in an unsecure parking lot out front that is not busy, I think it is a liberty when properties in low demand areas charge for parking, its just another hidden revenue stream. The breakfast is very basic and they offer the least possible that they need to offer under the brand guidelines. I stay at many Residence Inns and this has to be one of the worst I have ever stayed in. Photos below are evidence of the above.

Saggy bed. Incredibly noisy AC. Breakfast: one hot tray, NO TOASTER! No soft drinks in the "market." No shower gel - it's "backordered." No one at the front desk most of the time I went by. No one answered the house phone. I generally like Residence Inns, but this one is the pits.

I was charged multiple times for same one night stay. Management has been completely unresponsive to correcting this fraud, despite contacting them multiple times with proof of repeated charges on my credit card

Have stayed at this property at least 10 times over the past three years on my frequent trips to the Medical Center. I have noticed a decline in its upkeep and roaches present during the past couple of visits, tv not working properly toilet problems, and the most recent experience was the worst. I was overcharged on my bill even though I had the reservation in hand and was told 'there was nothing the front desk could do about it but management would take care of it'. I had to frequently call them over the next couple of weeks to correct the problem and they were unable to do so. In fact, the local manager refused to even speak to me anymore and left messages with his staff to let me know that. I had to finally contact Marriott guest services who corrected the problem for me. It took three weeks to get my credit on the credit card I used. Not a good experience so I told Marriott that I would look elsewhere for my future hotel plans in Houston.