Courtyard by Marriott Houston Rice University

During my most recent stay, I happened to find a dead cockroach under the edge of the far side of the bed. After looking around the room, I found yet another under the couch when I pulled it from the wall. Since it was 2am, and my GF was already asleep, I decided to sleep in the desk chair until morning to speak with a manager. When speaking to the manager, one Lawanda Washington, she explained that they wouldn’t be able to refund any of my stay, due to having booked through a 3rd party. She then offered me “bueno points,” but I didn’t have a rewards account with them. Upon telling my GF, who actually booked the room, she asked me to make an account and handle it with the manager. After picking her up from her appointment, I went to the manager and explained that I had made an account, and was willing to accept the points. This is when she told me that she had sent an employee to my room, while I was gone mind you, and that “they had found no evidence of roaches in my room, and I would have to deal with my booking agency. And that she had seen the video they took of my room.” I went straight to my room, expecting to find the roaches cleaned up. BUT, NOT ONLY were the roaches still there, upon closer inspection there were actually 3 roach carcasses under the couch!!! When I went back up to the front desk to ask her to come look at the room, she and her desk agent were hiding in the back area. With a slightly raised voice, since no employee was immediately attainable, I said “excuse me ma’am but the roaches are still in my room.” She came out EXTREMELY quickly and began to threaten and berate me. “YOU WONT BE YELLING IN MY HOTEL! I WILL HAVE YOU REMOVED!!!” She was borderline screaming at this point. So, I told her that I didn’t want to be in her roach infested hotel, and that I was already gathering my things to leave. I left her vicinity, as I do not like being called a liar, nor being threatened. We gathered our things, took these photos, and left. I have an open case with the corporate office, but don’t believe they will do anything about this. For $180+ a nights stay, in advance mind you, I expect a roach-free room. And when there’s a problem, I expect NOT to be called a liar to my face. Instead of coming to the room herself to investigate, she decided to call a customer a liar, and then berate them while refusing to acknowledge there may be an issue. As a customer service employee of over a decade and a half, a decade of which in management, I don’t yell, I don’t berate, and I don’t lie. This was the worst decision a manager can make. And now, I’m here to tell you about it so you can avoid this royal dumpster fire of a business. I have full videos showing the entire room, should Marriott decide to contest the photos. PS. Someone’s car was robbed at this location the same night. My GF overheard another customer explaining this to the desk employee as we left. Like it needed to get any worse… MARRIOTT EMPLOYEE, AKA YOU LAWANDA, DO NOT POST YOUR STANDARD CUT AND PASTE RESPONSE TO THIS AS I WILL CALL OUT THAT CROCK EVEN HARDER! (Added) So, I filed my complaint with Corp, it’s been a few months. No response to the service complaint from the company in any way. It seems the problem may be bigger than just this location.

Went in and my company booked online. They had confirmation and put card on file. When i arrived the employee asked me to put a card on file that was for incidentals for the 2 nights. Which was 20ish a night. I then proceeded to check my bank to make sure and it pulled out about 15 times the amount that I was told. My company had to do an authorization and what not to have the cards switched and all the hassle due to their mistake but it got done. I then called my bank to see what options we had to removing the hold and gave me a very simple option in which all the hotel had to do Was it is ok to remove the hold. When I asked them if they can help me out in doing this is had some manager who seemed to be in a higher position come from the back pretty rudely taking no accountability for the mistake her employee made and said it was my companies fault that I was in that position and said she could not do me the favor of speaking to my bank who I had already spoke with and put in hold and said that is some they cannot do. My bank said they always do with hotels and other businesses. Anyway it was the customer service and self accountability for me. Good hotel but staff including mgmt and even higher mgmt were no help or assistance. Hotel is nice but not the people.