Fairfield Inn & Suites Houston The Woodlands

Kimberlee made our one-night father-son visit feel special. She was so kind to my son, and just as kind when we checked out. Our room was tidy, the hotel was clean and well kept, and we had a great third-floor view of Willy's, which my son chose since he wanted the top floor. The heated pool was clean and not over-chlorinated. We'll be back for Kimberlee's kindness and the hotel.

We arrived on December 6, and by December 9 there had still been no housekeeping for three days. This stay has been far below what we expect from a Marriott property, especially for what we're paying. Our third room brought more problems: the refrigerator stopped working and our food spoiled, the air conditioning quit and had to be reset by maintenance, and the bathroom fan rattles loudly enough to make resting difficult. The first room had visible hair in the bathroom and spiders in the shower, and clearly hadn't been cleaned properly. In the second, the humidity smell was so strong it was nearly impossible to breathe, and there were spiders in that shower too. These problems persisted despite repeated room changes and inconvenience. We understand renovations may be underway, but cleanliness and service have been well below a reasonable standard. Kimberly is the only team member who has been proactive and helpful. The lack of customer service and accountability from others is concerning.

The mattress amplified every movement, almost like a water bed. The elevator was broken, so we were stuck on the third floor with our suitcases. Someone said they'd told the desk the day before, but it still hadn't been fixed. Breakfast was very low quality. The two stars are for the desk woman, who was really nice and helpful.

I got so sick from the musty smell that I canceled the rest of my three-night stay and moved to another hotel in Conroe. The whole building felt hot and humid, with poor air circulation, worn carpet, and that odor everywhere. My room wasn't clean, and things left by a previous guest were still there. The wall was deteriorating, the popcorn ceiling looked bad, and the toilet kept running. I know the staff were making an effort, but this place felt outdated and needs urgent work. As a Bonvoy member, this stay has made me rethink Fairfield-branded hotels. I usually prefer Springhill Marriott for the larger rooms and recent renovations. I understand Fairfield is an economy option, but I'd pay more for a well-maintained place and recommend avoiding this one until it improves.