After my flight from h**l, i arrived 8 hrs late and jokingly said "now watch my room be gone". No joke, it was. There was a huge storm and both airports had been closed for a few hours, so we had the pleasure of "circling" the airport until it opened back up. By then all flights from everywhere were landing also. I didn't get to the hotel until 11:00 pm. When told the room I wanted was given to someone else and trying to get thru to the front desk clerk that as a gold member I wasn't going to take a double on the 8th floor, I was ready to snap. I never "pull gold status rank", but enough was enough. Then David Dickinson stepped up and very politely and professionally intervened. He was told the situation and I asked him to take care of it and I would be in the lounge eating. Less than 5 mins later he came to my table handed me the keys to the penthouse and had my luggage taken to the room! I was stunned. This is what customer service is all about! He went above and beyond to please a guest. Loved the room, loved the roof top pool, loved the service in lounge and room service.Excellent! They have a car that will take you within a one mile radius which was great. Valet guys are helpful and professional. The cons for me were the over priced "weird" food in the lounge. French press coffee- gross. I was told that's all they had, too tired to press the point. Next day I asked for the coffee they served in the restaurant and to room service, no problem. Seems like lounge is trying to compete with the other zillion restaurants in that area. Don't. It's not working. $11 hamburgers are bad enough, but $15 grilled strawberry grouper sandwich?
Overall, great customer service, mediocre over priced food.
- Jw Marriott Hotel Houston
- Marriott Houston
- Houston Marriott
