Courtyard by Marriott Houston Westchase

I woke in the night feeling something crawl on me, switched on the light, and saw a roach on the bed. At 3 AM I went to the front desk, shaken and half asleep. Patrick, the receptionist, seemed completely unfazed, as if this happened all the time. He didn’t offer to inspect the room, move me, or reassure me that anything would be done. He only said, “I’m sorry that happened, hope you have a nice night.” I told him the roach was still in the room, but he wouldn’t come out from behind the desk. I said I couldn’t stay and would find another hotel. I called Expedia to transfer the booking, and they contacted the front desk. Patrick told them I’d complained about a roach but “just walked out,” and that he checked the room after I left and saw nothing. That wasn’t true. He never offered to check when I was right there asking him to, and I’d like to know how long he actually spent “looking” afterward. When I called back with Expedia on the line, he changed his story several times. There was no accountability, honesty, or professionalism. I hope management reviews the cameras and listens to our interaction. I’d asked what could be done, and he said only management could handle it, yet he denied the issue when Expedia called. The roach, the lack of help, the receptionist’s behavior, stale cookies at the front desk, and TV channels 1-15 not working all added to a stay I never expected at a Marriott. The hotel needs a serious overhaul in cleanliness and staffing. It was terrible, and I truly feel robbed.

Cleanliness was okay, and breakfast in the lounge was okay too. There’s a Kroger right beside the hotel, which is helpful. But there was no hot water or coffee in the lobby, and the air conditioning didn’t cool the room.

My $20 incidental deposit never came back, and I won’t book at this location again. The light just outside the restroom was out, and I discovered the room phone didn’t work when I tried calling the front desk to ask for a late checkout. They said my basic membership didn’t qualify me for one. The last time I stayed, I got a late checkout before I’d even signed up for a membership.

This is always my go-to hotel. The location is prime, the place is clean and always smells great, and the service is great. Ramon at the front desk is super friendly and welcoming. Love it!