Residence Inn Houston West-Energy Corridor

The front desk attendants handled a difficult situation as professionally as they could, and housekeeping was 10/10. Still, this was a really disappointing stay, and it'll be my last time here. I've stayed twice in the last eight months, both times for family funerals, and on both visits the elevator was out of service. I was also unable to get an upgrade either time, even though rooms were available. I'm a Titanium Elite member, and I was told I could only get an upgraded room if I paid its full price. This has been the case over the last year, though it wasn't like this before. There's rarely an upgrade even when rooms are open, so staying here hasn't given me any Bonvoy benefits. The manager, Ms. Judge, was dismissive and showed no interest in providing good service or trying to resolve the issue. The front desk had been working to get us upgraded since the first night, but she never reached out. I felt undervalued as a loyal guest and a customer. Marriott usually does much better, and I hope this property takes the feedback seriously and improves how it treats elite members.

I was a long-term guest for three years without checking out. The rates were fair, the quality stayed high, and the breakfasts were good. They had guest event nights with free drinks, and the rooms were clean and nonsmoking, with no strange smells. The parking lot felt safe, with no break-ins or other issues. I haven't been back recently, but I guess I need to.

This hotel is clean and in a great, safe location, but breakfast was a letdown. There was only one waffle iron, then no batter, and I had to tilt the dispenser just to get some out. The oatmeal was far too runny, and the rosemary potatoes seemed like they'd been made by a ghost. It was sad watching people walk away disappointed. I don't usually leave bad reviews, but breakfast needs staff who can handle it.

The room and location were good, but the service was terrible. I usually choose Marriott properties and this was the worst service I've had. I waited an hour to check in, and the front desk person was nowhere to be found. Security told me she'd only just started her shift. I was very dissatisfied. If service matters to you, choose another property.