edswilkerson
Business · August 20252/10
The first room wasn’t clean, the second had safety issues, then the keys didn’t work. I recommend avoiding this hotel at all costs! Below is the email sent to management; as of 8/9/25 no acknowledgmen...The first room wasn’t clean, the second had safety issues, then the keys didn’t work. I recommend avoiding this hotel at all costs! Below is the email sent to management; as of 8/9/25 no acknowledgment or even an apology has been received.
Dear Ms. Bourke,
I hope this message finds you well. I received your card upon request after sharing my concerns at checkout. I am writing to formally express my disappointment and frustration regarding my recent stay at Marriott Houston North from July 23-26, 2025, as a Marriott Gold member.
Upon arrival, I was not given the warm welcome I’ve come to expect from Marriott properties. As a Gold member, I anticipated a more personalized greeting or some recognition of my loyalty, but this was not the case.
To make matters worse, my initial room (737) was unacceptable. I found toothpaste smeared on the mirror and hair and oil stains on the nightstand—issues that should have been caught during housekeeping. I contacted the front desk, and while I was promptly given a new room, the second room (445) presented a serious safety concern. It was located at the far end of the corridor, and the door latch was inoperative, leaving me feeling uneasy about my security during my stay.
Unfortunately, the problems didn’t stop there. On the final night of my stay, I encountered issues with my room keys. They stopped working entirely, and I had to have them reprogrammed multiple times, but they still didn’t function properly. Eventually, maintenance had to come to open the door and replace the battery in the lock. This process took much longer than expected, and, understandably, I was frustrated by the inconvenience.
To add to the issue, I had ordered food to be delivered to my room during this ordeal. By the time the maintenance issue was resolved, the food was cold, and I had completely lost my appetite.
Considering these numerous issues, I am extremely dissatisfied with my experience. As a loyal Marriott member, I expected a far better level of service and attention to detail. I trust that you will look into these matters and take the necessary steps to ensure this doesn’t happen to future guests.
I’ve attached videos and photos of my experience in room 445.
I would appreciate your response and any steps you plan to take to address these concerns.
Thank you for your time and attention to this matter.Show More
