I booked my reservations online and requested a two bedroom suite. When I arrived, the front desk was not occupied. I stood there for a couple of minutes before I got the attention of a maid and asked her to get an attendant. The staff put in a king room without explaining. When I got to the room, I asked them about a double suite I booked. The attendant told me that all of them were booked. They told me that the couch lets out into a bed. I gave the staff a bad report (although the food was great and the place seemed clean). A couple of days later the manager called me and was pissed. She said the her staff was very knowlegable and they didnt have any double suites. She continued and said most of the Residence Inn have them but they dont. I asked her why did her staff say they were booked if they didnt have any. She didnt resond to my question. All she was focused on was her score going down. She said since I booked it online, then they shouldnt be responsible. My response was if there's a problem with the online service with booking rooms , then why call me. Shouldn't she bring it up at the annual conference or call their online service. There is no way she should be calling me unless she was trying to figure out what can she do to make the next stay better. She told me if I would have called the hotel, I would have gotten the room I requested. Every room I've booked, I've done it online. I told her I apologize but she just hung up on me saying I took her score down. She wasnt concerned about the customer, only her score. Sadly enough is I'm a Gold Member witn three nights from platinum. I've stayed at Marriotts ranging from Oxnard, California to Savannah, Ga. That was by far the worse treatment I've received. I stayed there from October 28-30, 2011. Next time I'm in Houston, I will NOT be staying at this one. You are the weakest link. Goodbye!!!!!!!
- Residence Inn Houston
- Houston Residence Inn
- Residence Inn Houston Northwest
