TownePlace Suites Houston I-10 East

WORST EXPERIENCE EVER! DO NOT BOOK THIS HOTEL AND SAVE YOURSELF THE TROUBLE!! I recently booked this hotel through the Marriott Bonvoy hotel two days in advance and had a reservation confirmation number. I checked into the hotel at 10:35 PM after day of sightseeing and I was told by Samantha (lady at the desk) that the hotel is fully booked and they do not have any rooms for the guests. I was not the only party who had to go through this experience. There were around 6-7 groups like us. Samantha told us that she has contacted the manager (Darell Stumbough) and he is on his way to the hotel to fix the situation (refund the guests and transfer them to another hotel). We waited 30-35 minutes for the manager and there was a shift change. So the new person at desk told us that the Manager is not coming in till Monday. Samantha lied point blank to our faces , even cancelled our confirmation without informing us. So at one point we were just stupidly waiting at the hotel for 1.5 hours for the manager to come and fix the situation. Then we were told that there is nothing the staff could do and we have to call the Marriott customer care service. MARRIOT CUSTOMER CARE CUT OFF OUR CALLS. We called the Marriott customer service and both times the customer care personnel cut off our calls We were three girls traveling and were stranded in the middle of the night and we were running in all directions to find a room to stay. HIGHLY INEFFICIENT AND UNPROFESSIONAL BEHAVIOR BY SAMANTHA, HOTEL MANAGER AND MARRIOTT CUSTOMER CARE. What made the experience worst was there was no women’s restroom on the floor and we were told that we could not be helped by Samantha. I am seriously reconsidering whether I should be a member of Marriott after this horrendous experience. I do not recommend this hotel to anybody.

I stayed at this hotel for about a month plus. I was well take care of my the manager’s. Jose was really helpful especially when I needed information. It’s in a quiet safe area. Clean rooms. I enjoyed staying there. Another good thing to note is that it’s not too far from everything. Malls, gas stations, restaurants etc.

We were tired after a long 17 hour drive...checking in at about 11 PM. Twyla greeted us with a warm smile and a sincere welcome to the hotel. This was at the end of her shift too but you wouldn’t have guessed it. I’m sure she was as tired as we were, but her beautiful smile beamed like a ray of sunshine! She genuinely cared for us as individuals, and not as just another “guest”. To management of the hotel: put this woman in charge of training others on how make customers feel special! The morning crew were friendly and smiling across the front desk as well. We LOVE the team here and hope to return! And...for the cherry on top...the rooms and public areas were spotless! Stay here. Now.