JW Marriott Houston Downtown

We went to Houston to the first time with our family of four. The hotel was in a great location for seeing the sights. The staff was always very helpful in answering our questions about the area. We went to the Zoo which the kids loved. Would stay again!

This was our first time staying here but not we are Bonvoy members. This places was not what we expected from a marriott stay. When we arrived, Danika would not answer questions about how parking payment would work in the adjacent parking structure because she said it was not part of the hotel stay.

The people who work the front desk are liars. They lie through their teeth. The least helpful staff. Do yourself a favor and stay at a different hotel in downtown Houston. Too bad because we normally have a good experience with Marriott hotels

Let me start off by saying that my review of this property does not reflect my experience at all Marriott Hotels. I travel more than 100 days a year for work and leisure and only stay at Marriott hotels. So you can assume I like the brand and have points/status with them. The service, or lack there of, that I experienced is not what you'd expect from a JW Marriott property. I booked a 1 bedroom king suite about 2 weeks in advance and prepaid. I don't normally book a suite, but I was mixing some work with pleasure and brought my wife a daughter along and needed the extra room so I could work and not disturb them. When I went to check in I was told my room wasn't ready yet. This happens from time to time at busier hotels so no big deal. We went to the executive lounge and waited for our room to be ready. I got a call a little while later that our room was ready, so I left my wife and daughter in the lounge and went back down to finish checking in. The women at the desk informed me that I was receiving an upgrade. I was already booked in a suite, but thought ok great! When I got to my room, I thought there had been a mistake. It was a studio on the 13th floor. By the time I got back down to the desk to see what was going on, the women who checked me in was gone. I spoke with the manager at the desk and she informed me that they had over sold the suites and they had none available. How do you over sell a room that was prepaid for? Anyway, It gets worse. I then asked to be refunded the difference in the cost of the rooms. Seems reasonable right? I paid for a suite and received a standard studio. There is obviously a large price difference. She said she could give me 15,000 points to make up for the difference in the rooms. I did some quick math and that didn't even cover a third of the difference. I told her no and that I would like the difference refunded to my card. She then tried to quote a price for the room that I was given that was much higher than what I was looking at in the Marriott Bonvoy app right in front of her. At this point it wasn't about the money anymore. It was about the blatant disrespect of being lied to. I have been a loyal member to Marriott for more than 15 years and this hotel lied to my face, expected me not to notice, and then doubled down once I caught them in the lie. She went on to say that she didn't have the authority to change the price, yadayada. I ended up spending 2 hours that I could've been working and spending time with my family on the phone with Marriott customer service. The end result was that a different manager did refund the difference in the price of the room the next day. I wonder how many people they have done this to that don't notice or are too busy to argue with them for hours? Again, this does not reflect my experience at other Marriott properties, but I will not be staying at this hotel again while in Houston.

Came in for a meeting, after a long exhausting day at the office..needed to relax ..great atmosphere, good ambience and the food was awesome 👌 the young lady named Tarsh took amazing care of us great recommendations on food and drinks!!! Love love love the expresso martinis