Hotel ICON, Autograph Collection

I gave this hotel almost a month to remedy this situation through reaching out to Marriot and the hotel itself with no answer. As such I'll share my experience here.. This is the email I shared with the hotel. I stayed 4/26 and to this date have had ZERO response to my email, just from Marriott saying they were forwarding to the hotel. Dear Management, I am writing regarding my recent one-night stay in a One-Bedroom Executive Suite. As a Marriott Platinum Elite member who travels frequently, I selected your property expecting a level of quality consistent with Marriott standards and the rate paid (approximately $500 for the night) as well as it being a 4 star hotel. Unfortunately, the experience did not meet those expectations. At check-in, I was assigned an accessible room, which I had not requested, and this was not communicated in advance. I was also not informed of any upgrade availability, which I would typically expect to at least be discussed given my Platinum Elite status. Additionally, the front desk interaction felt somewhat dismissive, and clearer communication around room assignment and guest recognition would have been appreciated. The condition of the room itself was significantly below standard. There were multiple visible maintenance and cleanliness concerns, including: • Doors that did not properly close and exposed raw wood • Peeling and deteriorating wallpaper • Noticeably damaged and fraying furniture • General signs of wear inconsistent with a property at this level Most concerning, however, was the presence of multiple dead cockroaches in the bathroom, which raises clear sanitation concerns. Attached are photos of all of this… We noticed some of these issues shortly after arrival, but due to a time-sensitive event we needed to attend, we were unable to fully address them at that time. When we returned later that evening, I did bring this to the attention of the front desk. I was offered bonus points as a resolution; however, I specifically requested the contact information for management, as I preferred to follow up directly regarding the overall experience. I have included photos from my stay, which highlight the discrepancy between what is represented online and the actual condition of the room provided, including the accessible room configuration. While I understand the gesture of offering bonus points, I do not feel this adequately addresses the situation. I would prefer that the points be retracted and, instead, that a refund be considered for this stay. Given the sanitation concerns, the maintenance issues, and the difference between what was booked and what was provided, I believe a refund would be the most appropriate resolution. Thank you for your time and attention. I look forward to your response.

My entire stay was wonderful! Starting with the valet Ramiro who was extremely welcoming, helpful and attentive down to the room service lady whose name is did not get but she was wonderful! The food was fantastic! The only complaint was being right across a bar can be kind of noisy at night but it is downtown Houston.

Services were great! Jairo and Ramon were awesome!

We came in town for a great show at the Wortherm Theater. Our hotel stay was wonderful. Jairo treated us wonderfully with the car service. I highly recommend!

Jairo was attentive and professional. He went above and beyond.

Such a beautiful hotel with friendly and very professional staff in every aspect of hotel departments.

Beautiful hotel and sweet staff. Jairo was really kind!