TownePlace Suites Houston Northwest

This place do NOT honor reservations and online check ins. Save your money, time, and energy! Do not trust this hotel, and I’m really disappointed in Marriott! We made a reservation a week in advance, did the online check in as requested in the app when available and noted we would arrive at 12:30am. I expected a digital key but never got it. We arrive at the hotel at 12:30am expecting to get a key and go to sleep after a long drive, and instead the front desk clerk tells us that they are overbooked, and that the person in front of us also didn’t have a room (we weren’t the only ones). And instead of taking care of us, she showed me a paper with a number and said to call them. I called the number for Marriott, and they said there is nothing they could do, except for making a new reservation 30 or 45 miles away, for a lot more than we expected to pay. It took over an hour to do this on the phone and the front desk clerk was no help at all. They told me that doing the online check in, noting my arrival time, was not enough. Will never stay with these people, and don’t trust that they will honor your reservation! 😠 The placed looked run down as well. So much for “Gold Status.” By the way, update your welcome board. It still says November! 🙄

3 weeks ago

ROACH infested hotel. On site Manager Deja ist aware and stated “We are aware and will be undergoing renovation soon.” Manager Deja, shows no empathy and reflects no brand loyalty, this Is literally a clock in & clock out job to her. Attached is the video of the roach crawling next to the bed on the night stand. Associate Valerie and team, are friendly and tried to help as much as possible by offering me a new room. Due to It being 10pm I accepted a different room, since relocating to a different hotel that late was not possible. Valerie left a note on the booking and Manager Deja was supposed to call me back the next day, never happened. After reaching out, she had no interest in helping and looked at It as a non serious matter. Offered me 5000 points and a half way apology. She was supposed to send me an email about the incident and that we have spoken so I could go the corperate route. Again, she did not follow up and totally ignored my request and serious issue. Associate Valerie 5/5. Manager Deja 0/5. Roles in this case are the opposite, the associate should be the Manager and Deja should be trained and taught how to show empathy. 0/5 If I could. Contacted Marriott for further investigation.

2 months ago

Stayed here for work and appreciated how quiet it was at night. The suite setup gave me space to work and relax separately. Coffee in the lobby every morning was fresh and strong, which I appreciated.

2 weeks ago

I stayed in a 2 bed suite. The suite size is quite good. However, kitchen utilities like pots and utility containers are seriously inadequate. The biggest downside during my visit (14/Feb/26 - 20) is the lack of hot water in the room. The boiler kept on breaking down and they had to keep doing manual resets when the damn thing trips. I seriously do not know why it is taking days to fix a boiler!!! You know the boiler is bad yet to continue to let out the rooms and collect peoples money, not good!!!

a month ago

The best customer service we have ever received! Deja was so helpful, we had a problem with Booking.com and she went above & beyond to help us resolve the issue. Our room is perfect & has everything we need. The cleaning staff was very helpful too.

a month ago