In the past year, Residence Inn has become my go-to hotel. I've stayed at many Residence Inns this year, whether I've made the reservation or I've traveled with someone who has made the reservation. The stay at this particular Residence Inn with my husband for the Wings Over Houston Air Show last month was the first time there has ever been an issue.
Check-in went smoothly. I made the process longer than it needed to be by not having the right credit card readily available, but the check-in clerk (can't believe I forgot her name!) was so nice and never got impatient. As we were concluding check-in, I asked about lock box availability because my husband had an item that could not be taken to the air show. She said it wouldn't be a problem. In the time it took to go outside to the car and ask my husband a question and then come back inside, the check-in clerk told me she had asked the manager and he said that my husband could not use the lock box.
On the way to dinner, my husband stopped at the front desk and asked to speak to the manager. I stayed in the car, but my husband says he got nowhere with the manager and was unable to store the item in the lock box, even though he explained that his job allowed him to have the item, showed the manager proof of his job and explained the law that backed him up. The manager could not point to a policy backing up his decision to refuse to store the item.
We were so excited about staying here due to the proximity to the air show, but now, we had to drive the opposite way to find a place to store the item, and then drive back to the air field and fight traffic, watch the air show and then fight horrible traffic leaving the air show to drive the opposite way of the hotel back to retrieve the item. What should have taken about 10 minutes in the morning and 30 in the afternoon now took 35 minutes in the morning and 1 1/2 hours in the afternoon! It definitely put a damper on our trip.
The room was very clean, breakfast was good, and with the exception of the manager that didn't know his own company policy, we received the wonderful service and hospitality that we've come to expect from Residence Inn. However, we decided that we would never stay at another Residence Inn again. My husband sent a letter to Marriott asking them to clarify their policy regarding lock boxes. We didn't expect anything to happen, but he received a reply asking for more information and then a promise that they would look into it. Still not expecting anything, we were shocked when we received an apologetic e-mail yesterday from the hotel manager! She admitted that they were wrong and offered compensation for our inconvenience.
Who admits any wrongdoing these days? That means so much! I am so happy because I love Residence Inn and was disappointed that we would no longer be able to stay at one if they refused to accommodate my husband. I hope that they re-educate their staff so that we don't have to go through this again, but at least we know that if there is a problem, it will be resolved! We look forward to our next stay and we are grateful for the wonderful customer service we have received.
- Official Description (provided by the hotel):
- All guest suites include spacious guest rooms, full size stainless steel appliances (a full sized refrigerator, dishwasher, and microwave). Studio suites include a two burner stove top. Two bedrooms suites include an oven, granite countertops, free wifi, from flat screen televisions in the living area. Enjoy a breakfast buffet every morning in our gatehouse and we also serve complimentary beverage and snacks during our weekday guest reception (Monday - Wednesday). ... more less
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- Also Known As:
- Residence Inn Houston Clear Lake Hotel Houston
- Houston Residence Inn