Springhill Suites By Marriott Houston Brookhollow

Ants were crawling over the desk, dresser, couch, and other counters on the first night of my three night stay. I didn’t notice them until they were on me. I asked to talk face to face with the general manager while she was there, but she never made time. Her staff passed messages back and forth instead, which felt so unprofessional. They moved me to another room and offered only 500 points. On the morning I left, I saw two more bugs, silverfish on the ceiling right above my bed. I took pictures and videos and showed the staff. This was my first stay here, and I won’t be back. Beware.

At $190 a night, a working A/C should be a given. We checked in at 10 pm and the room was 80. We set the thermostat to 72, but at 2 am it was still 80. We didn’t want to pack up in the middle of the night, so we put up with it until morning. The front desk clerk explained the thermostat returns to a higher setting if it detects no movement. Who moves around in their sleep? She then smugly said we could override it by holding three buttons down. There was no notice on the thermostat or in the room, and nobody at check-in mentioned it. Her attitude was that we should’ve known. She didn’t offer to reduce the charge, and we didn’t ask, my fault, I just didn’t want an argument and didn’t think it would help. The uncomfortable room and her bad attitude were made worse by a really crappy breakfast, with cold eggs and hash browns. We definitely wouldn’t recommend this hotel.

CECELIA at the front desk was so kind to us during our one night stay. My husband and I had been in a car accident in our rental before arriving, and we slept late and missed breakfast. We called to ask whether there was coffee in the lobby. She offered to bring it to our room, then brought us a light breakfast too, even though we hadn’t asked or expected it. She firmly refused a tip and said serving us was her pleasure and her job. We were both grateful for her kindness and compassion. CECELIA is what service work should look like.

The rooms have just been renovated, and housekeeping was great. Mrs. Jessica at the front desk was gracious and accommodated all my little nitpicks. A hidden gem, about 15 minutes from downtown.