Sheraton Houston West Hotel

I would like to provide feedback regarding my recent hotel stay. Upon arrival, I discovered that the television in my room was not functioning. I went downstairs to report the issue to the front desk, and while the staff did accommodate me with a room change, I was moved from a deluxe room to a standard room, which was a downgrade from my original booking. After settling into the new room, I noticed that the bed sheets had hairs on them, along with what appeared to be blood stains. I had to return to the front desk once again to request clean linens, which added to the inconvenience. I have been a Marriott member for quite some time, which is why this experience was especially disappointing. While I appreciate the staff’s willingness to address the concerns, the multiple issues with room functionality and cleanliness made my stay less than satisfactory. I hope this feedback helps improve the experience for future guests.

2 weeks ago

Nothing to write home about. Dirty pool, little roach in the bathroom. No soap in the shower. The mattress kept slipping off the base. Terrible room layout. Bathroom switch outside the bathroom, noisy old ac unit. Your typical 2 star (overpriced) stay.

3 weeks ago

This was by far the worst hotel experience I’ve ever had. It was impossible to reach anyone by phone, and when I arrived, their card reader was down, so they couldn’t check me in properly. A week later, they charged my card without sending a receipt, which means I can’t submit my expense report for work. I chose this hotel solely because it was close to the location I needed to visit, but the overall experience was extremely disappointing.

2 months ago

I had read a the reviews and was somewhat apprehensive. To my great relief we had a wonderful stay with staff that were truly interested in our comfort and responded immediately to our needs. I will definitely stay at this location again.

4 months ago

As an Ambassador Elite member, I expect a certain standard of service — not because of entitlement, but because it reflects years of loyalty to the Marriott brand. Unfortunately, this property completely failed at every level. Upon check-in, I was given a dirty room. Yes, dirty. I had to walk back to the front desk myself to ask for a clean one. No apology, no compensation, no acknowledgment of the mistake. Not even a basic courtesy like offering points or a bottle of water. And despite my status, I received no upgrade — nothing. Not even a “thank you for being an Ambassador.” It gets worse. I requested late checkout, which is a benefit tied to my status — and was told flat out no. The parking lot wasn’t even full, so the excuse didn’t make sense. The hallways smelled strongly of mold, and it genuinely felt like no one cared about the state of the property. Even more disturbing — in the middle of the night, someone entered my room because the front desk reissued my key to another guest. That’s not just poor service, that’s a serious security breach. What if I had been harmed? What if I hadn’t woken up in time? Throughout my entire stay, not a single staff member smiled, acknowledged my status, or offered any kind of hospitality. I was considering bringing 50 rooms per week to this hotel for my company, given our new office location nearby — but after this experience, I can’t in good conscience do business here. I will be reporting this incident to Marriott Corporate, and I truly hope this property is reviewed and held accountable. This is not how an Ambassador Elite member — or any guest — should ever be treated.

6 months ago