Houston Marriott Sugar Land

George Smith makes me look forward to arriving at Marriott every time. His warm manner, professionalism, and attention to detail make valet smooth and welcoming from the moment I pull up. He consistently goes beyond doing his job well and makes me feel valued as a guest. That kind of service is rare and sets the tone for a great stay. You're in good hands when George greets you. Exceptional service every time.

For $300 a night, this is absurd. The food was at the level of a much lower-quality hotel, and there was no bellhop or room service. The third-party valet, which you almost have to use, bills through them and/or the hotel. It's clean and updated, but it feels like a glorified Courtyard, not what you'd pay for or usually get at a full-service Marriott. I don't mind staying at a Courtyard when that's what I'm paying for. This place used to be fully serviced and feel upscale. No longer.

At 5:32 am I'm writing this because the noise from showers, alarms, and other sounds I couldn't identify kept me awake, when even coffee couldn't. After two nights, I was ready to be back in my own bed at home. My previous stay felt like a proper hotel, but this time, depending on the room and floor, it can feel more like a motel. The walls are paper thin, the tub faucet dripped, the shower pressure was low, housekeeping was mediocre, and the mattress smelled of urine. That's not what I expect from Marriott.

The staff made the stay pleasurable. Tyana at the front desk was a breath of sunshine as she found us a comfortable room. Maria, the cleaning lady, was wonderful and clearly took pride in her work. Derek at the front desk was attentive, and everyone else we encountered, from the front desk crew to the bartender who gave us ice when our floor's machine didn't work and the man at the entrance, was exceptional. Mr. Rico was also kind and worked hard when we asked for the bathroom to be cleaned again. I watched him scrub the tile and grout with his brush and bleach cleaner, and seeing that effort convinced us to stay in the room. He managed to remove some of the dirty grout and mold. The location is outstanding, and the rooms were nice overall. But the hotel needs serious renovations and better maintenance. The lobby furniture was dated, stained, and fraying underneath the benches. The tile was dusty and needed sweeping. The luggage cart carpet looked so stained and nasty that I wished I had the energy to carry our bags myself. The elevators, pool area, and gym need updating and cleaning. The gym smelled like rubber tires, and the dirt along the edge of the pool and jacuzzi was enough to put us off using them. The bathroom tile was cracked, with what looked like mildew and dirty grout. For the nightly price, Marriott should do much better. I don't know if I'd stay again. Marriott used to have high standards, and I wonder if this is becoming common. We had mold issues at the Marriott in Cancun on one of our last stays, and I hope this isn't becoming the standard across Marriott hotels.