Houston Airport Marriott at George Bush Intercontinental

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We want every guest to be treated with respect and authentic, friendly service; therefore, we sincerely apologize if this was not your experience. We understand why the delays and other challenges while boarding the shuttle to reach your terminal were so frustrating. You should always be able to count on a reliable and timely ride. You, as a traveler with a scheduled flight, should not have to work around these issues. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel. Sincerely, General Manager

Business reply on Google

Your room should be a comfortable place to relax, especially after a busy day. We understand how frustrating the challenges of maintaining an ambient room temperature can be. Our maintenance team does their best to promptly mitigate any issues. However, we are sorry that a satisfactory resolution was not offered. We’re sorry that this problem got in the way of a smoother visit. We genuinely hope you will give us another chance to prove we are committed to providing outstanding hospitality. Sincerely, General Manager

Business reply on Google

Dear Peter, Thank you for taking the time to post your review. We truly value our guests' comments and opinions. We work hard to provide outstanding service while offering many complimentary amenities to ensure our guests have a great stay at a great price. Therefore, we apologize that this was not your experience. We always aim to offer the best hotel experience with personalized service to every guest; therefore, we hope you will reconsider another visit so we can show you the hospitality you deserve. James McSwigan General Manager

Business reply on Google

Dear Tony, We regret that your dining experience did not reflect the welcoming and attentive hospitality our guests expect. Providing outstanding customer service to every one of our guests is always our top priority and is something we pride ourselves on. Your feedback is valuable to us and has been addressed with the appropriate individuals to ensure we are well-poised to serve you in the future. We also appreciate your comments regarding the overall condition of the property, as they are important to our ongoing improvement efforts. We are grateful for your kind words about our location, and we hope to have the opportunity to provide you with a more pleasant stay. James McSwigan General Manager

Business reply on Google

Dear Eric, Thank you for your review. Your candor is appreciated. We are truly sorry for the issues you encountered while commuting from the airport to our hotel. We understand how important it is to have a seamless arrival, and it is regrettable to read that we fell short in ensuring this for you. Additionally, we regret the challenges caused while availing in-room dining services. Please know that we take your concerns seriously and ask that you reach out to me directly at [email protected] to discuss this further. That being said, we do appreciate you highlighting our ideal location and peaceful guest rooms. We wish you all the best for your travels. Shivam Dalwadi Rooms Operations Manager

Business reply on Google

Dear D Thompson, We deeply regret the issues you encountered with your request to reserve connecting rooms. We certainly understand the importance of staying together as a family, and we regret not being able to assign the connecting rooms to you. We will look into this matter further to ensure that such lapses in communication do not occur in the future. We hope to have the opportunity to serve you better in the future and provide you with a more enjoyable stay that reflects the high standards we aim to uphold. James McSwigan General Manager

Business reply on Google

Dear Julia, Thank you for choosing to stay with us and for sharing your concerns. While we are glad to know your stay was enjoyable, we are sorry for the challenges you encountered. The comments you shared about the charges are crucial; therefore, we regret the unexpected response from our team member pertaining to this issue. We want every guest to be treated with respect and authentic, friendly service; therefore, we sincerely apologize if this was not your experience. Please be assured that your feedback is valuable to us and will guide improvements in our service approach. We hope you will give us another opportunity to show you a more positive experience. James McSwigan General Manager

Business reply on Google

Dear Bryan, We are sorry to hear about the difficulty you had accessing the restaurant information and connecting with the team. We understand how frustrating it can be when you’re unable to get timely information, and regret the confusion with the website and the challenges you faced reaching the restaurant by phone. This is not the level of accessibility or communication we aim to provide. Your feedback will be shared with our team so we can review these issues. We appreciate you bringing this to our attention and hope to have the opportunity to provide a smoother and more responsive experience in the future. James McSwigan General Manager

Business reply on Google

Dear Robin, We are sorry to hear about your experience with room service. We understand how disappointing it is when something you’re looking forward to doesn’t meet expectations. This certainly does not meet the quality or value standards we aim to provide, and we regret that it left such a negative impression. Your feedback will be shared with our culinary and service teams for immediate review, as we take concerns like this seriously. We appreciate you bringing this to our attention, and we hope to welcome you back in the future for a much-improved experience. James McSwigan General Manager

Business reply on Google

Dear Stephen, Thank you for staying with us and for reviewing your experience. We regret the challenges you encountered while navigating to our property, especially given the issue with your ankle. We understand how important a seamless arrival is, and we assure you that we are always looking for ways to improve communication and signage. We have also noted your concerns about the overall condition of the property and the unpleasant dining experience you described. Your detailed feedback has been duly noted and will be shared with our culinary team to ensure a more satisfying dining experience for all our guests. That being said, we do appreciate you liking our clean guest rooms and also our ideal location near IAH. We value your observations, and we have taken note of both. We hope you will consider giving us a second chance to provide the hospitality you should always expect from us. James McSwigan General Manager

Business reply on Google

Dear Veronica, We regret to hear about your experience during your recent visit to our hotel. It is regrettable to learn of the unpleasant interaction you had with our team member, and we understand how frustrating this could have been, especially given the circumstances. We work diligently to ensure a welcoming and warm environment for all guests, particularly during any organized events at our hotel. Your comments regarding the conveyance of clearer communication for parents are valuable and will be shared with relevant departments to ensure such instances are handled more efficiently and with compassion moving forward. We hope you will give us another opportunity to deliver the service and hospitality you deserve should your travels bring you back to Houston. James McSwigan General Manager

Business reply on Google

Dear Jake, Thank you for bringing this to our attention. We recognize how draining it can be to navigate extended travel delays and long hours without rest, especially when personal belongings are delayed as well. We are sorry that your interaction with our team did not reflect the understanding and courtesy you deserved in that moment. Although certain lobby policies must be upheld, the manner in which they are conveyed is equally important, and we regret that this fell short. Your feedback willbe reviewed internally as we continue to emphasize compassion and thoughtful communication. We appreciate your candor and hope you will consider allowing us another opportunity to provide a more supportive and respectful experience. James McSwigan General Manager

Business reply on Google

Dear Janine, We sincerely apologize for the experience you had during your stay with us and appreciate your feedback. Our team is committed to providing a warm and welcoming atmosphere, and we regret that we fell short in both service and accommodations during your visit. Your concerns regarding the room and amenities will be addressed with our team. Your satisfaction is of great importance to us, and we genuinely hope you will reconsider and give us another opportunity to exceed your expectations. We wish you the very best on your travels and look forward to your return. James McSwigan General Manager

Business reply on Google

Dear Ngoc, We’re truly sorry to learn about the disappointing service you encountered upon arrival. The experience you described falls short of the courteous and attentive standards we strive to uphold. We take these reviews seriously, and your feedback will be evaluated with our team to ensure these concerns are not repeated. We hope to have another opportunity to show you the exceptional hospitality you always deserve and that we are known for providing. James McSwigan General Manager

Business reply on Google

Dear Kristen, We understand how stressful unexpected travel disruptions can be, especially after a long journey. While we aim to accommodate all guests promptly, there are times when availability affects our ability to provide immediate check-in. We sincerely regret any distress caused during this difficult situation and appreciate your patience. Regarding the billing, we understand the frustration, and we thank you for bringing this to our attention. We appreciate your patience and understanding. Your feedback is important as it helps us evaluate how to better support our valued guests during challenging circumstances. We hope you’ll consider giving us another chance to provide a more positive and seamless experience in the future. James McSwigan General Manager

Business reply on Google

Dear Amanda, We’re sincerely sorry for the frustration and inconvenience you experienced with your reservation, as well as the lack of resolution following its cancellation. We understand how frustrating this must have been, especially since you are a loyal Bonvoy member. Thank you for bringing this to our attention. Please know that your experience does not reflect the standards we strive to uphold. Your concerns are taken seriously, and we appreciate your patience and understanding. We value your loyalty and would love the opportunity to restore your faith in us. James McSwigan General Manager

Business reply on Google

Dear Afia, Thank you for sharing your feedback. We sincerely apologize that your stay did not meet expectations, particularly regarding the condition of the room and the level of service you experienced. Your comments are invaluable, and we will be addressing these concerns with the team as part of our ongoing efforts to enhance the guest experience. However, we are glad that the convenient location served your travel needs. We hope you will consider giving us another opportunity to provide you with a much-improved visit in the future. James McSwigan General Manager

Business reply on Google

Dear Tia, We are genuinely sorry to hear about your disappointing experience during your recent visit to our hotel, especially after a long journey. Providing exceptional customer service is a top priority for us; therefore, we deeply regret the lapse in our service standards. We appreciate your feedback about your interaction with one of our managers, and we will certainly address this matter internally. Your comments are invaluable to us, and we are committed to improving our services as we always strive to exceed our guests' expectations. Thank you for bringing these concerns to our attention and for your patience. We sincerely hope you will change your mind and consider giving us another opportunity in the future to demonstrate the high standards of service we aim to provide. James McSwigan General Manager

Business reply on Google

Dear Hannah, Thank you for sharing your experience. We are truly sorry your stay fell so far short of expectations. Traveling with a young child after a long flight can be challenging, and it’s clear that we did not provide the comfort and support you needed. While some charges are standard across the brand, we understand how frustrating they can feel when the service doesn’t match. Your feedback is of the utmost importance to us, and we take these matters seriously as we work to enhance our guest experience. We genuinely hope you will consider giving us another chance in the future to provide you with the stay you deserve. James McSwigan General Manager

Business reply on Google

Dear Tim, We truly appreciate your loyalty as a Platinum member and are sorry to hear about your experience. It’s disappointing that your concerns about parking charges and the interaction at the front desk left you feeling unheard. We’re also sorry for your frustration regarding the kiosk issue and your expectations around the promotion. Rest assured that we’re reviewing this situation with our team and genuinely appreciate you bringing it to our attention. We continually strive to deliver service that goes above and beyond, and we hope you will consider a return visit so we can provide you with the exceptional hospitality you deserve. James McSwigan General Manager