The brown guy Homer who works at front desk has a terrible attitude which l consider to be extremely rude. I was charged all the nights l stayed to my credit card even though I prepaid my stay through expedia in cash. Homer did not care at all and had such an awful defensive attitude towards it, he did not try to fix it and neither called someone who could (he took no responsibility for it and blamed expedia for the extra charge). It has been the worst staff attitude l’ve ever seen at a hotel. We requested 4/5 days housekeeping at the front desk, no one ever showed up. The last day we requested housekeeping, the staff only left towels and toilet paper even though they said they would clean the room. The room stayed dirty for our whole stay and we had to ask for towels every day. I do not recommend staying at this hotel. Terrible front desk and housekeeping service.…
New, clean hotel. Excellent complimentary dinner (bbq sandwiches, potato salad, etc.) that all tasted fresh and like homemade, not at all typical hotel food. Also complimentary beer, wine, and soda. Hot breakfast. Nice outdoor areas including pool. Very friendly and helpful staff.
If they have a class on how to work the front desk, they should have Wesley teach it. As soon as we walked in, he made us feel like he was so happy to see us. He was cheerful and helpful throughout the process. A couple of things came up and he promptly took care of them. This property feels a lot newer and fresher than the ones we are used to in Houston. Fun games for the kids to play in the courtyard. Great restaurants right next door. Oh yeah. We'll be back.
I have been a Marriott Rewards member for many years and exclusively look for Marriott properties when I am on travel. I’ve stayed at a number of Residence Inn hotels over the years and this hotel at the RIM is by far the worst Residence Inn I’ve ever stayed at in terms of cleanliness, functioning facilities, and available amenities. The room we occupied, had a floor so dirty that after walking barefoot in the room for just a few minutes left our feet completely black. Additionally, the hotel room’s toilet continued to run after flushing and even made it so when we did want to flush the toilet there was no water in the tank and therefore the toilet would not flush. The fan in the bathroom was not functional and I could tell that a previous guest had the same idea I did because the circuit breaker door was open and I could see that all of the switches were powered on and no circuits were tripped. I was quite disappointed to find that there was not a skillet in the room to cook on although there were a couple pots. I had to change my dining plans throughout my stay because I did not have the proper equipment in this Residence Inn to be able to cook food. On day eight I happened to mention to the front desk clerk about there not being a skillet and she was surprised and said that normally the room does have a skillet. Therefore it is apparent that the room was not inventoried before occupancy on what utensils and cookware was in the room. I also was not able to properly load the dishwasher and had to hand-wash dishes because the dishwasher was not secured to the countertop. The dishwasher is merely resting underneath the counter and when loaded with dishes the dishwasher tips over! I can’t help but wonder if either the floor is not level or there is something wrong with the dresser underneath the TV but the drawers kept sliding open every time I would close them. One of the things I’ve always enjoyed at Residence Inn was being able to play on the basketball court, however due to the ongoing outside painting and barricaded areas throughout my stay, the basketball court was closed. I also believe throughout my stay that the hotel staff “may” have been in violation of Texas Penal Code section 42.03 which in part, prohibits blocking a fire exit. The southern facing stairwell, was laden with red tape so people couldn’t freely enter and exit the building. The contracted painting company obstructed the exit, and when I courteously shared this with the front desk, she just smiled and said “we’ll take care of it” although nothing changed and the exit continued to remain blocked. I only shared this with them as a consideration so as to avoid any potential issues with a fire marshal. This stay of nine nights kind of felt like I was at a Motel 6 which is not the Marriott quality that I’ve been accustomed to over the years. Certainly I could have called the front desk and sought resolution for every issue throughout my stay, but I was not interested in maintenance being in my room nor having to relocate all my belongings to another room. I’m not giving up on Marriott, but in retrospect, $1,400 later, I would have chose somewhere else to stay.…
Great location for La Canterra and the Rim shopping/dining area. There was a decent patio and the staff was friendly. Breakfast was the standard free breakfast so nothing good or bad there. The hotel is dog friendly and I've never seen so many dogs in a hotel. They were well behaved and didn't cause any problems.
The staff was very helpful, pleasant..the room was very clean It had a full size refrigerator, microwave and small kitchen..we had a very nice FREE Breakfast. Over all a very nice experience. If you are in the area...this is a perfect place.. shopping..dining everywhere..try it ..you will be very happy.
I was there for two days. Last night there my truck was stolen. Staff didn’t care much about getting video footage to police. Have to keep calling back. Unless you want your vehicle stolen. Don’t stay here.
Had a very happy family after a very good stay at this hotel. The room was spacious and well equipped. Check in was easy although they don’t support the mobile key. The room was clean, well equipped, and properly stocked save for having to go downstairs for the couch bed sheets. A couple of very happy surprises - hot breakfast and fitness options. Yes, I said hot breakfast during COVID. They had individually wrapped hot items as well as individually set up cereal, sealed milk cups, fruit cups, and so on. It was so nice to see a real breakfast at a hotel again. On fitness they have a typical fitness room but they also offer access to Lifetime fitness that’s about a mile away. The location is wonderful - very close to many stores and restaurants and of course its right across from Six Flags Fiesta Texas with a view of the weekend fireworks they do. Yes there is plexi at the check in desk and we’re wearing masks but it almost felt like a vacation.…
Positive: the room had a great view of the fireworks from six flags. And the lady who was at the front desk when I walked in to get a room was very nice! (I wish I could remember her name) she is why I gave 2 stars instead of 1! NEGATIVE: I work for a hotel so I get it, things happen. However there was blood on one of our pillows in the room.. GROSS. My husband went down to the desk to show the lady and ask for a new pillow... she said “that’s weird” and just brought him a different one.. no apology, nothing... very disappointed to be treated like someone’s blood on the pillow my 2 year old was using is no big deal. Will stay elsewhere next time.
I decided to select the option for free breakfast paying an additional $20 and what a surprise in the morning that the breakfast was a small cup of juice, limited selection of bread and cereal. I totally understand the COVID19 situation however they need to clarify that, I would rather spend that money in one of the amazing restaurants within the area. The AC is noisy so it is hard to sleep and be able to watch TV. There is coffee but not water, they sell a small bottle for $2. The coffee they served in the reception was not good. I payed more for two nights at this hotel than a trip I reserved to Cancun for 3 nights including the plane tickets. Really disappointed.