Towneplace Suites By Marriott Houston Northwest

Valerie and the team were friendly and tried to help by offering another room. Since it was already 10 PM and moving to another hotel wasn't practical, I accepted. The reason was a roach crawling by the bed on the nightstand, which I recorded. Manager Deja knew about the infestation and said renovations were coming soon. Deja showed no empathy and treated it like a clock-in, clock-out job. Valerie left a note on the booking, and Deja was meant to call the next day, but didn't. When I followed up, she showed little interest, offered 5,000 points and a halfway apology, and promised an email about the incident so I could pursue it through corporate. That email never arrived, and my request was ignored. Valerie deserves 5/5; Deja gets 0/5. The associate acted more like a manager, while Deja needs training in showing empathy. I'd give the hotel 0/5 if I could. I contacted Marriott for further investigation.

The lobby coffee was fresh and strong every morning, which I really appreciated. I was here for work, and the suite let me keep work and relaxation separate. It was also quiet at night.

There was plenty of room in my two-bed suite, but the kitchen supplies were seriously lacking, especially the pots and utility containers. During my February 14-20, 2026 stay, the worst issue was having no hot water in the room. The boiler kept breaking down and staff had to reset it manually each time it tripped. I don't understand why it took days to fix. They knew the boiler was faulty but kept renting out the rooms and taking people's money. That's not okay.

Our room was perfect and had everything we needed, and the cleaning staff were helpful as well. Deja gave us the best customer service we've ever had. We ran into a problem with Booking.com, and she went above and beyond to help us sort it out.