Fairfield Inn & Suites by Marriott Waller

Franchelle, Jonathon, Maria, Janee, and Sami were wonderful, and manager Joshua deserves a special thanks too. Everyone was smiling, courteous, and helpful, and they went above and beyond for us. This recent stay was outstanding. We'll be back, you all are the best.

We ended up checking out early and moving to a nearby Hilton because the stay felt cold and unpleasant from start to finish. The difference in service was obvious, and even my son said he felt much more comfortable after we left. This has changed how I feel about Marriott. I'll be looking at other chains first, with Marriott a distant third choice. Traveling with kids made the problems especially stressful. For at least three days, the lobby restrooms had no hand soap, even after I told the Front Desk. Staff interactions there were consistently loud and commanding, not welcoming. The daytime manager was dismissive when I asked for lotion. She said they were out and didn't know when the owner would bring more, and called lotion a vanity item they didn't need to provide. We checked in Friday night and found no sheets, blankets, or pillows for the sofa bed. We had to wait until the next day for basic bedding. That's unacceptable for any guest, especially an Elite Marriott Bonvoy member. I hope this gets taken seriously so another family doesn't have the same experience.

Monique handled my late checkout request professionally and sincerely. Since the hotel was fully booked for the weekend because of PV HOCO, she couldn't extend it this time. She recognized the effort it takes to earn and maintain Marriott status and apologized again. We didn't get the extra time, but I appreciated how she handled it. Ari was also lovely when we checked in later than planned. She was helping another customer but acknowledged us right away, and the check-in was quick and easy, just what we needed after a long day. Ari and Monique gave great customer service. This is the closest Marriott to PV, so we'll definitely stay here again.

From check-in through breakfast, little disappointments added up and left me unhappy with the stay. Next time, I'd probably drive closer to Houston and spend the night there. The hotel looked beautiful outside, but the staff seemed responsible for much of what was lacking inside. The front desk was empty when I arrived, and I waited 7-8 minutes to be greeted. My room was stuffy with the A/C off, so I had to wait for it to cool and air out before showering and settling down after a long day. Breakfast was dismal and seemed carelessly unattended. Egg sandwiches were available, but there was no honey for toast or cream cheese for bagels, so the bread had nothing with it. The only cereals were cinnamon crunch and raisin bran, both good choices, but no non-dairy option, which isn't acceptable when most people are lactose intolerant. Toppings were limited to brown sugar and chocolate chips, with no nuts, dried fruit, or other healthy options. There were no sides like potatoes or bacon, just eggs and sausage. The tables were filthy, and I had to wipe down my own table and seat. I didn't see the person in charge until closing at 9:00 a.m. I wonder what she was doing during the 37 minutes I was trying to figure out what to eat.