Houston Inn and Suites

We arrived late at night with my parents, expecting the room we'd reserved online to be ready. We'd booked two queen beds, but were told those rooms had already gone to other people, possibly for a higher rate. They gave us the only option left, a king bed and a sofa, without asking us first. One of us ended up sleeping on the floor, which made for a very uncomfortable stay. When we raised the issue at the front desk, the response was indifferent: if we didn't like it, we could find another hotel. The staff's rudeness and lack of help left us deeply disappointed. The service and management were unacceptable, and I wouldn't recommend this place to anyone wanting reliable accommodations and respectful customer service.

The location is great and the rooms are fire, but I can't seem to find an employee, lol!

The elevator didn't feel safe and smelled horrible, like weed, and the TV remote didn't work. The man at the front was very nice and helpful, but the woman was rude. She said we had to leave just because we had an extra guest for one night. The guest was a 15-year-old girl, and we were allowed up to four people in a room. The woman started raising her voice at my friend. I wouldn't recommend this hotel if you don't want to get yelled at.

The privacy issue is what made this stay unacceptable for me. On May 21, 2024, at 11am, my wife saw my ID and another guest's information lying face-up on the front desk, with nobody there. Earlier in the stay, I had also found guest IDs, room numbers, credit card details, and notes left unattended more than once, and raised it with staff. When my wife told the manager on duty this shouldn't happen, he argued with her and wouldn't secure the papers. I blacked out the readable parts in the photos I took, but they show the unattended desk. Things were otherwise generally fine, and I understand the hotel wasn't operating normally because of a hurricane, but ignoring guest privacy and information security is a deal-breaker for me. I've tried contacting Marriott to address it and gotten nowhere, so I can only guess they're fine with it. I'm Titanium Elite, Lifetime Platinum, and Titanium this year, and I've never seen a security violation like this.