Fairfield Inn & Suites by Marriott Houston NASA/Webster

Check-in process, very rude staff at front desk

Very clean, large room,convenient location, friendly staff

A clean room

On July 10th, I walked in, no one was at the desk. Then a guy walked in, he didn't speak and proceeded to do something on the computer and then sarcasticly asked me if I needed to check-in and I said yes and we proceeded the check-in process. He asked for my ID, I told him I didn't have it I had forgot it at home which was 4.5 hrs away. I was vacationing with my family. I asked him if he could use my DL on my phone (which was a certified DL through the DMV) but before I could get all the words out, he said No, everything I asked he said no too. I asked if he could transfer the room into my husband's name because he was there with his DL. He told me no, there was nothing he could do because I booked through a 3rd party (booking.com) and to contact them. I have never ever had any problems ever checking into a hotel using booking.com before. This guy seemed as he was upset because I booked through them. He said to my husband that's why you should book directly through us. So, I called booking.com and did some research as I waited for them to answer and learned that I could modify my reservation. So, I did so and had my husband came in to check in. At first, he said he couldn't find a reservation and then a couple minutes later said he found it but it had been canceled and that booking.com canceled which was a lie and I knew it was. It was still showing on booking.com and neither did I receive a cancelation email. I spoke with booking.com and they confirmed it wasn't canceled and seen it had been modified. So, I'm in the process of getting my money back because it was not a no show, the guy just refused to accomodate us for whatever unknown reason and had the gut to say he tried to help us. I'm not sure how. Because he did nothing but say no, there's nothing I can do and I have no information because you booked through a 3rd party. Funny, how he said that I am the manager and there no one else above me.

Was not allowed to check in because the front desk manager would not accept my photo of my ID, which has never been a problem anywhere else. He would not accept any other ID. He would not allow me to transfer the reservation to another person in my party either. I asked if a member of my group could reserve and pay for a different room. We had to have somewhere to stay because I had an infant. He said yes, but he only had the most expensive room left. I asked why we couldn't use the room that was already reserved under my name that was going to be empty. He got tired of me asking questions and said he was just going to refuse service. I never raised my voice or did or said anything aggressive. I was just trying to find a solution and was willing to pay for a second room in addition to the first room that he was still charging me for as well. But it felt as if he was trying to exploit the situation. It was clear from the beginning that he was not interested in helping.

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Some staff members were not as enthusiastic about bringing towels or helping with the overflow of trash. One statement was their shift has not started. I needed a plunger for the toilet. I called there was a wait.....I went downstairs saw the plunger waited a few minutes for staff - no one came to the front. So I took the plunger to my room quickly solve the problem. I took it downstairs and still no staff up front. I don't think management was prepared for the amount of people that was present.