TownePlace Suites Houston Northwest

The cockroaches and the front desk response made us leave. After I went back to report the bugs, the woman said she didn’t know if there was a known problem and offered to check me out so I could go somewhere else. When I asked for help finding another bug-free location, she said no and told me to do it myself. I booked another hotel through the app and said I was ready to check out. That was not the service I’d expect. If someone had found an infestation where they were supposed to sleep, I’d be horrified and try to make them comfortable. At check-in, the employee seemed bothered by helping me. We’re Marriott ambassador elite members and have stayed at many hotels. Our notes specifically asked for a room above the ground floor, but we were first assigned one downstairs. I wasn’t comfortable with its patio, and the door lock was jammed open so the door wouldn’t close fully. I asked for a higher floor or a room without a patio, and she moved me to the third floor. As soon as I entered, I saw a cockroach on the bed. Around ten more scattered from the wall under the bed.

The front desk staff were outstandingly personable and helpful, but the room furniture was stained and the towels weren’t replaced. I later found out water was available for an extra charge, then received two bills after checkout for water I never received or used. When I called from home, the front desk said it would be credited. They explained that cleaning staff should have left the bottles in the room, and since they weren’t there, they assumed I’d drunk them and charged me. Housekeeping never came in to clean, let alone leave water. Three days later, there’s still no credit despite promises. It’s only $10 for two bottles, but I wonder if guests are routinely overcharged. I’ll contact American Express. As a lifetime gold bonvoy member, I expected much better than this from Marriott brands over the years, and would avoid this hotel.

We stayed for a wedding, and all the guests had a bad experience. The service was REALLY terrible. The staff seemed like they didn’t want to be there, and the room smelled humid. I haven’t had a bad hotel stay in forever. I’m surprised this place has more than three stars.

The customer service representative answered all my questions and was very helpful. The sofa sleeper wasn’t great, it was too small for anyone but a small child. Otherwise, a nice visit.