Courtyard Houston Northwest

Samantha Schultz

Incredibly disappointed… the employee working at the front desk was not polite at all and seemed bothered by needing to assist me. We are an ambassador elite with Marriott so have a lot of experiencing staying at various hotels. Upon initially checking in, I was checked into a room on the bottom floor, which our notes do specifically request that we are not on. I attempted to go into the first room, but was not comfortable with it having a patio. Additionally, the door lock was jammed open so I could not completely close the door. I went to the front desk and the woman seemed incredibly bothered that I was making a request, but I asked to be moved to either a higher floor or a room without a patio. She ended up putting me on the third floor. When I walked into the room, I immediately noticed that there was a cockroach on the bed. I walked around the bed and about 10 cockroaches, fled from the wall to underneath the bed. I grabbed my stuff and went back down to the lobby to let the woman know that there was cockroaches in the room and asked if there was a known problem she said she didn’t know and that she could check me out and I could go somewhere else. I asked her if she could help me find another location that would be bug free and she said no, but I could do that myself. I went into the app and booked a different location and let her know that I was good to be checked out so I could go elsewhere. This is definitely not the type of service I would expect from a hotel. If I worked in customer service and had an infestation of cockroaches where somebody was trying to sleep, I would be horrified and would be doing anything I could to make that person feel comfortable.

a month ago

Jennifer Hoeppner

Service is phenomenal! We were so blessed to find this place. We booked last minute and we were able to check in very quickly with zero complications. The first thing I noticed was how inviting the lobby is. Beautifully decorated, bright and open. The rooms itself are not 100% perfect. Some of the furniture looks well loved. It's definitely been used. However, the rooms are so clean, and fully stocked. The AC works like a beast, the bed is so comfortable, so is the pull out couch. Plenty of space and light and hot water. I would absolutely stay here again and again and again!

4 months ago

Eric Cantor

Front desk staff was outstandingly personable and helpful. That being said, room furniture stained, towels not replaced and learned later that water was to be left in room for a supplemental charge. After check out received 2 bills for water never received or used. Called front desk upon arrival home, who said it would be credited as ‘it should have been left by cleaning staff in your room, not seeing it assumed it was drunk by you and therefore charged!’ Of course, cleaning people never came into room to clean let alone leave water bottles. Now three days later, no credit has appeared despite promises to the contrary. Only $10 in question for the two water bottles but wonder if people are routinely being over charged by staff? Will now proceed to contact American Express to address. Would avoid hotel. As a lifetime gold bonvoy member, this is way below quality and service expected or experienced over many years by the Marriott brands.

3 months ago

felicia eilliams

Customer service representative was very helpful. Answer all my questions. Was not happy with the sofa sleeper. It was too small. Perfect for a small child. Over all nice visits.

a month ago

Krysta Mitton

We stayed here for a week for our wedding on September 6th. The hotel was a preferred partner of our venue (The Springs in Cypress), just 1.6 miles away, and offered a complimentary shuttle, meals with the rooms, and a free suite upgrade if we filled our block. With ~100 out-of-town guests, this was a destination wedding, and most stayed here. Booking & Arrival: Ruth was phenomenal. She coordinated our room block, helped when family struggled with booking, and allowed us to ship wedding packages ahead of time. Check-in was smooth, our suite was ready, and everything arrived without issue. Breakfast Issues: We were told we could order freely from the Bistro menu before the continental breakfast started Friday. But Tuesday and Thursday, staff insisted we weren’t on the list. Wednesday was the worst—an attendant argued with me until I had to call Ruth, who had to call her to fix it. Even then, we were handed a limited menu. It was frustrating and time-consuming. Once Friday hit, the continental breakfast was great, though the attendant didn’t restock often. Kat’s Above-and-Beyond Care: Kat introduced herself midweek and was a lifesaver. After housekeeping threw away our custom shipping boxes, she had staff retrieve them from the dumpster. She also drove the shuttle and handled both sides of our families with grace. Multiple guests praised her kindness and patience. Gift Mishap: We left a gift and letter in our officiant’s room (211) with Kat, who locked it to prevent reassignment. But the front desk attendant—same one from the breakfast issue—insisted he hadn’t been moved. Later, a different staff member confirmed he had been moved to 215 and the gift had been found in 211. Because of this error, our officiant never received the gift or letter meant for before the ceremony, and we had to mail it after—costing us over $30 and ruining a meaningful moment. Final Thoughts: Despite the issues, Ruth and Kat made our stay feel cared for. Ruth’s coordination and Kat’s compassion were the highlights. If we return, we’ll go straight to them. They’re the reason our experience was more positive than negative.

5 months ago