SpringHill Suites by Marriott Houston Intercontinental Airport
🏨 Hotels & Travel · Houston
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
The hotel mattress was worn out and sagged in the center.
Business reply on Google
Dear Anne Harrington, I'm truly sorry to hear that the mattress in your room did not meet your expectations. We understand how important a good night's sleep is, and it’s disappointing to learn that we fell short in providing that for you. Your comfort and satisfaction are our top priorities, and we value your feedback as it helps us improve for future guests. Thank you for sharing your thoughts with us; we appreciate it. Sincerely, Dwan Lightfoot General Manager
Inaccurate location information provided in reservation confirmation text
Business reply on Google
Dear Susie Spriggs, We sincerely regret your experience; we never intend to relocate any guests. Our inventory levels change by the minute due to guests extending their stays, rooms being taken out of order for maintenance, etc., and sometimes we just can't fulfill all room reservations onsite. I'm sorry we disappointed you. We strive to provide a fantastic experience to all our guests, and we clearly missed our goal. I appreciate you taking the time to share your review, and we hope you might reconsider a return in the future. Sincerely, Dwan Lightfoot General Manager
hotel refused to refund or credit night after flight cancellation
Business reply on Google
Dear Abigail Saffron, I'm very sorry for your frustrating experience. Your reservation was booked and paid for on a third-party discount website. These reservations allow for a more significant discount but far less flexibility. Any refund for your stay must be obtained through your booking source. I'm at your service should you like to discuss this further. For the most flexibility, please consider booking directly through Marriott in the future. Sincerely, Dwan Lightfoot General Manager
Unreliable airport shuttle service and unresponsive staff regarding breakfast amenities.
Airport shuttle failed to arrive after an hour of waiting
Business reply on Google
Dear luis agustín camacho murillo, I apologize for our lack of follow-through and assure you it was not our intent. We truly value our guests and aim to create a positive experience for everyone. However, I sincerely apologize that we fell short in your case. It’s disappointing to hear that we didn't meet your expectations. I will make sure to discuss your feedback with our team so we can improve. We genuinely hope to have the opportunity to serve you better in the future. Sincerely, Dwan Lightfoot General Manager
Front desk staff was disrespectful and unhelpful to a guest.
Business reply on Google
Dear Syed Zaidi, The experience you shared is not acceptable. Please know that your feedback will be shared with the team and is greatly appreciated, as it will help us improve our customer service skills for your future visits. We hope to have the opportunity to serve you better on your next trip. Sincerely, Dwan Lightfoot General Manager
Unreliable airport shuttle, slow check-in, and excessive pricing for beverages.
Business reply on Google
Dear amit bachar, I sincerely apologize for the challenges you experienced with our shuttle service during your stay. We recognize that we did not provide the high-quality experience you expected. We are discussing these issues with our team to ensure they do not happen again. Thank you for your feedback, and we hope to have another opportunity to meet your expectations in the future. Sincerely, Dwan Lightfoot General Manager
Front desk staff failed to provide airport terminal information for shuttle pickup.
Business reply on Google
Dear Leo Grana, Thank you so much for choosing to stay with us and for sharing your experience. Your feedback matters to us, and I’m really sorry to learn that we didn’t meet your expectations for customer service upon your arrival in Houston. It’s also concerning to hear that our team may have come across as lacking empathy, and for that, I sincerely apologize. I am at your service if you wish to discuss your concerns in greater detail, as your opinion is important to us. We truly value your patronage and hope to have the chance to welcome you back, providing you with a much better experience in the future. Sincerely, Dwan Lightfoot General Manager
shuttle service experienced long wait times causing potential flight delays
Business reply on Google
Dear Jonathan Cora, It is nice to hear that you had a great stay overall. However, I sincerely regret that our shuttle service cast a negative light on your stay and for any inconvenience it may have caused. We appreciate your feedback and will strive to do better. Thank you for your business, and we hope to deliver an improved visit next time. Sincerely, Dwan Lightfoot General Manager
Receptionist was aggressive and rude to guests.
Business reply on Google
Dear Clemence B, Thank you for choosing to stay with us again. I appreciate your feedback regarding the staff. Please accept my sincere apology that you felt you were not treated in a friendly and welcoming manner. That is not how we want to present ourselves to our guests, and your comments will be instrumental in the training and education of our team members. Thank you for staying with us, and I hope you will consider coming back. Sincerely, Dwan Lightfoot General Manager
poor room soundproofing, faulty climate control, and uncomfortable furniture
Business reply on Google
Dear LUIS RODRIGO FERNANDEZ URQUIZA, Thank you so much for your review. I truly regret to hear about your disappointing experience, and I sincerely apologize for not meeting your expectations. Your feedback is invaluable as it allows us to better serve our guests in the future. I genuinely appreciate you taking the time to share your thoughts, and I hope we can make your next stay much more enjoyable. Sincerely, Dwan Lightfoot General Manager
Hotel shuttle failed to arrive after a thirty minute wait.
Hotel refused to refund reservation after flight cancellation
Lobby coffee was not refilled despite multiple requests to staff.
Business reply on Google
Dear Sable Martin, Thank you very much for your support and for sharing your review with us. We appreciate all feedback as it helps us to identify our strengths and weaknesses. I'm sorry to hear that the lack of coffee didn't meet your expectations and had a negative impact on your experience. We would like to apologize for any inconvenience caused and hope to have the opportunity to serve you better in the future. Sincerely, Dwan Lightfoot General Manager
Airport shuttle service experienced an excessive one hour wait time
Business reply on Google
Dear Jeremiah Gentry, Thank you for the review. While it is lovely that you were pleased with our hotel, I apologize that you found our shuttle service lacking. We strive to earn the recommendation of all our guests, and we fell short on this trip. On behalf of the entire staff, we would love to better serve you on a return trip if given the chance. Sincerely, Dwan Lightfoot General Manager
Room noise and motion sensor thermostat prevented sleep.
Business reply on Google
Dear Kevin Beaver, I truly appreciate you sharing your experience and am sincerely sorry for any discomfort you encountered. Our commitment to environmental sustainability means that all rooms are equipped with motion sensors to manage temperature effectively. Your comfort is of the utmost importance to us, and I regret that we fell short this time. Your valuable feedback helps us enhance our guest experience, so thank you for bringing this to our attention. We look forward to the opportunity to serve you better in the future. Sincerely, Dwan Lightfoot General Manager
Motion sensor thermostat causes air conditioning to shut off during sleep.
Business reply on Google
Dear Ashli Thompson, I'm very sorry for your experience. To be environmentally friendly, all our rooms are installed with motion sensors that control air conditioning. I regret that your comfort was interrupted. Your comfort is our highest priority and I apologize that we left you less than completely satisfied. Your feedback is welcomed as it allows us to monitor and improve the guest experience. Thank you for taking the time to share your review. We hope to serve you better in the future. Sincerely, Dwan Lightfoot General Manager
Air conditioning is broken and customer service is unhelpful
Business reply on Google
Dear KASIM CHAUDRY, Thank you for being our Guest and taking the time to give us feedback to improve our service. I apologize that your air conditioning unit was acting up; it sounds like you caught us on a bad day. Typically, we are happy to move guests to another room, but when we are at capacity, there is no availability. Your comments will be addressed so we can make sure that your next visit is everything that you expect it to be. Sincerely, Dwan Lightfoot General Manager
Hotel oversold room and failed to honor confirmed reservation upon arrival
Business reply on Google
Dear Jenn Cherng Shia, We sincerely regret your experience; we never intend to relocate any guests. Our inventory levels change by the minute due to guests extending their stays, rooms being taken out of order for maintenance, etc. Sometimes, we just can't fulfill all room reservations onsite. I'm sorry we disappointed you and I'm sure that was frustrating after a long day of travel. It was our pleasure to cover the cost of your first night at another hotel for the inconvenience we caused you. We strive to provide a fantastic experience to all our guests, and we missed our goal. I appreciate you taking the time to share your review and we hope you might reconsider a return in the future. Sincerely, Dwan Lightfoot General Manager
Hotel staff failed to return personal property left in room