Courtyard by Marriott Houston NW/290 Corridor

The kitchen crew worked fast, and the staff were nice enough. But the place was generally dirty, and one elevator was out. Renovations were underway; they didn’t bother me, though I wish I’d known before arriving. I asked for housekeeping once or twice during my five-night stay and nobody came. The gym needs more equipment and repairs, and the equipment needs cleaning. Towels ran out, and the wipes were dried up. The pool looked unusable, or at least I didn’t want to try it. A task list for staff, checked once or twice a day, could help.

The room was never serviced during my three nights, not even for trash removal. I also paid $140 a night and had safety on my mind as a woman traveling alone in this area. When I ordered a burger and fries from the café so I wouldn’t have to go out late, it was the worst burger I’ve ever had. I’ve eaten plenty of Grade D food as a Navy veteran, and I’d have picked that over the $17 dog food I was served. I was in Houston on business, and nobody told me before booking, before arrival, or at check-in that the entire first floor was under construction. The lobby, courtyard, and pool were closed, with plastic everywhere and construction workers coming and going all day. It felt like false advertising. I expect honesty, basic hospitality, and safety from a Marriott property. This stay gave me none of that.

After a long drive, I asked the front desk whether a complimentary upgrade to a room with two queen beds was available, as a Marriott Gold Elite member. The agent said she couldn’t do it because I’d already paid, then said they don’t handle upgrades the way other Marriott hotels do. When I asked her name so I could refer to the conversation later, she refused to give it. That evening, Assistant Manager Rebecca called my room. I said I was exhausted and didn’t want to discuss it further. She replied that if I wouldn’t listen to her explanation, she didn’t think I should stay on the property. I took that as a direct threat and was terrified. We were too drained to pack up and move that night, but I barely slept and felt unsafe the whole time. Right after the call, I checked the Marriott app and saw two-queen rooms available for every night of my stay. Denying an elite benefit is one thing, but refusing to identify the agent made me feel genuinely unsafe at a Marriott. I’ve reported this to Marriott Bonvoy corporate and will never return to this Courtyard. I’d strongly caution other Bonvoy members, especially families, to choose somewhere else in the Houston area.

The location worked perfectly for us, but the newly remodeled room was filthy. There was hair on a dirty pillowcase, dog hair on the sofa bed and ottoman, and dirt on the sofa bed. The toilet had a ring around it and what looked like poop streaks. The door was stained, the knob was dirty, and there was a booger on the wall beside the bed. At check-in, there wasn’t even a hello, just a request for my ID. Later, we tried to pull out the sofa bed, but one side was tied down so it wouldn’t open. There weren’t any sheets or a blanket for it either. A room that’s just been remodeled shouldn’t be this dirty. With this little care, it probably won’t stay nice for long.