Springhill Suites Houston Westchase

The room’s awful smell was the first problem. We arrived around 11:30 PM after a long drive with our exhausted kids, and as soon as we walked in, the odor was so strong they covered their noses. I went straight to the desk to ask for another room. They said a supervisor would call in 10 minutes, but nobody did. When I checked back, Irene was rude and impatient, asking why I wanted to switch rooms and saying there weren’t any available. She didn’t apologize or try to help. She even asked whether the room was “clean” in case they needed to give it to someone else, even though we’d just reported the smell. In person, she refused to give her full name, tossed a piece of paper at me when I asked her to write it down, and told us we could leave if we didn’t like it. It was around midnight by then. We called Priceline, but they needed confirmation from the hotel before they could refund us. With it past midnight, tired kids, and no easy way to book somewhere else online, we felt we had no practical choice but to stay in those conditions. Later we learned the hotel was overbooked and heard other guests had serious problems too, including one family who said there were bugs in their bed. We booked two nights at SpringHill Suites Houston Westchase through Priceline, and this experience ruined our trip. The problem wasn’t only the room, but the disrespectful, shockingly poor service at a Marriott-branded hotel. Management should take a serious look at staff training and accountability.

The front desk woman was really nice, and thankfully the bathroom was very clean. But the carpet smelled as soon as I walked into the hotel, and the place felt old, dirty, and disgusting. I can’t get past that smell from the outdated carpet in the room, so I don’t recommend this location. No wonder it’s empty. I don’t know how anyone gives it an 8.0. It needs major updates.

The dust in the AC ducts made this hotel feel dirty and set off my allergies. I had no symptoms when I was out, but after checking in I started sneezing a lot, with an itchy nose and eyes that wouldn’t let up.

The bed was really comfortable, but the desk light wouldn’t turn off. I couldn’t sleep at all.