Four Points by Sheraton Houston West

The room layout was terrible, and the old AC was noisy. The mattress kept sliding off its base, there was no soap in the shower, and I found a little roach in the bathroom. The pool was dirty too. Just a typical overpriced two-star stay.

The biggest concern was a serious security breach: in the middle of the night, someone entered my room because the front desk had reissued my key to another guest. What if I’d been harmed, or hadn’t woken up? Throughout the stay, no staff member smiled, acknowledged my status, or offered hospitality. The hallways smelled strongly of mold, and it felt like no one cared about the property. As an Ambassador Elite member, I expect a certain standard because of my years of loyalty to Marriott. At check-in, I was given a dirty room and had to return to the desk to ask for a clean one. There was no apology, compensation, or acknowledgment, not even points or a bottle of water. I got no upgrade and not even a thank-you for being an Ambassador. When I asked for late checkout, a benefit tied to my status, they flatly refused. The parking lot wasn’t full, so the explanation didn’t make sense. I’d considered bringing 50 rooms a week here for my company because our new office is nearby. After this experience, I can’t do business here in good conscience. I’ll report the incident to Marriott Corporate, and I hope the property is reviewed and held accountable. No guest should be treated this way.

I picked this hotel because it was near the place I needed to visit, but the experience was extremely disappointing. I couldn’t reach anyone by phone, and when I arrived their card reader was down, so they couldn’t check me in properly. A week later they charged my card without sending a receipt, leaving me unable to submit my work expense report. This was the worst hotel experience I’ve had.

The service was friendly, but the room wasn’t up to standard after our 13-hour flight from New Zealand. We stayed November 14-15, 2025, in room 416, where none of the power outlets worked. Reception said they had tried to get them fixed, and one bedside light was out as well. Luckily, this was our last trip to the USA. Once we sell our property in Orlando, Florida, we have no reason to return.