I am a very loyal Marriott platinum member, and the treatment I received at this location is horrendous. It started by us arriving early and were told no rooms available to come back in an hour. Came back two hours later, to sit in the lobby for an hour with no room. Left to explore the city, and got a call an hor later that our room was ready. Got there later in the evening only to find the room we were assigned not read, with covers on the floor, coffy. Ups on the stands. We were told we would be getting some points as compensation for the mishap. That didn't happen, and the manager will not even talk to us when we called about it.

It is April 8th, 2023 and we just had breakfast made by Brittney. It was wonderful and what good service. You should stay here just for the breakfast!

This was a very good experience from check in through check out!! My husband had surprised me with a trip to Houston, dinner at one of my favorite restaurants there and Wings over Houston which is a huge aiir show. We have gone to the air show several times over the past years but never stayed here. Check in was a breeze, they don’t have the new automatic check in where you can use your phone to get into your room but that didn’t bother me at all. I was enjoy meeting whoever is manning the desk and if needed it’s always nice to be able to ask information from that person as they are usually pretty knowledgeable about the local area. We were given a room on the first floor. I did mention that I was hopeful it wouldn’t be noisy and she advised that she didn’t think there would be a problem. In fact it did not end up a problem at all…..despite the fact we were not that far from the ice machine and an exit door. The beautiful area where breakfast is served was right across from the reception and quite large. There was fruit flavored water available at the reception desk and I did enjoy a glass. It had fresh strawberries in it! Tom had reserved a room with two queen beds as he had thought that our youngest grandson might be coming along. The room and the bathroom were spotless. It was ice cold so the air worked very well. The bed linens are high quality, and the bed was very comfortable. It was easy to settle in for a rwo night stay! In addition to being clean the bathroom had soap, shampoo, and conditioner all mounted to the wall in the shower/tub area which I have grown to really enjoy. I like not having to deal with all the little tiny bottles and slivers of soap!! Plenty of plush towels were available and a hair dryer! One of two tiny negative aspects was that the showerhead must’ve been extremely water saving which I understand (but I need at least enough water to get the soap out of my hair) so maybe ours was defective, i’m not sure. Breakfast the next morning was very nice. Lots of options, all the usual suspects of fruit, breads, sweets, cereals, waffles eggs, sausage, juice, milk, yogurt, and some delicious hot coffee! Speaking of the coffee it was the second little, tiny negative. They need new pump coffee pods desperately. Unless you take the handle all the way up and pump it all the way down every single time you will think the pot is empty. Thank goodness one of the ladies That was monitoring the breakfast came over when she saw that I thought they were out of coffee and explained that you must not just pump but literally take the handle all the way up and all the way down every time. This was a tiny glitch but I’m hoping that when she advised that new coffee pots had been ordered-that that is accurate! I’m not sure what kind of coffee they use but it was one of the best I’ve ever tasted and super hot!!!! After spending all day outside at a very chilly cloudy air show it was a great place to come back to Saturday night. There were many,many places to grab a bite to eat very close by so we actually grabbed supper before we went back to our room. Check out was also a breeze. We turned in our keys which you can do or you don’t have to and I think the gentleman who was on duty for the great stay that we had. It was very enjoyable! This property will be our go to whenever we need to stay in this area of town!!!! We highly recommend you give it a try!!!

Stayed there for 3 weeks. 1st week; broken water pipe and I complained about low water pressure. 2nd week; still low water pressure and complained again. Plumber came up and said that they needed to order new parts. 3rd week; power went out for 1 hour and construction started. Front desk people were all great.

When traveling and staying in hotels, I’m a pretty loyal Fairfield customer however this was not my favorite location by far. The room was damp and smelled like mildew. The shower head was terrible. The beds were hard. The breakfast was subpar. The service was mediocre. About the only thing going for it was the central location to different things we wanted to do around the area. Although, I definitely wouldn’t pick this location to return to again in the future.

This hotel met our needs well. It was clean and the beds were relatively comfortable. There was a slight "this building has been too humid" smell, but not overwhelming. Breakfast was fine. It is located near shopping centers and restaurants, but it's not necessarily a great area for walking- the road is busy.

Convenient for my purpose. The personnel was pleasant. The rooms were clean. Hotel was close to IHop and Hooters. However, it looked like an abandoned hotel upon arrival. It was so bad that the Uber driver questioned if I was at the correct place when he drove up to the hotel. The hotel was actively in the middle of construction and we had no idea. It has apparently been going on since September. Very disappointing that we had no idea before arrival. Reservation was made months before and there was no update, email or heads up that there would be active construction going on. I called early to see if I could check in earlier the day of arrival and was put on hold to see if there were "any open rooms from having so many people they had." They said they were able to accommodate my early check in request. I thought I was lucky. The outside was a mess! Anytime you looked out of the window you saw construction mess. Scaffolding obstructed the views whenever you looked out of a window and jackhammers drowned our conversations during breakfast even on Saturday. No considerations were given or apologies made for Our rooms were NOT cleaned when we left. Amenities were unavailable during this time. The pantry was really bare and they ran out of veggie sausage and the pool was inaccessible. This is not the type of place I'm accustomed to staying at. I won't stay at another Fairfield Inn and Suites and from now on I'll be calling any hotel I stay at days before my visit to confirm everything is in working condition and construction is not happening during my stay. It's also been 3 days since my deposit has not been refunded to my account. So disappointing. Now I have to take time to call tomorrow to get my funds refunded. Not worth the hassel.

I have often enjoyed staying at a Fairfield, but not likely to return. We got in to this Pasadena location after calling ahead to confirm if a room was available. We'd driven for over 15 hours, and the woman behind the desk was rude. She talked to me like a street dog begging for scraps. The tone when she asked me, "how did you get in here?" was embarrassing. Then as I began to explain that we called, she interrupted and said, "we don't take walk-ins after 11" and looked away. The gentleman on the phone didn't say a reservation was required, so how was I to know? I was exhausted, dressed appropriately & was completely humiliated. I'm sure the guest waiting there didn't feel comfortable either. So sad that this brand is represented in this way, especially by a mature looking woman who should know better.

Horrible customer service by Chris the night auditor- Chris I tried coming inside with my 10 yr old son, and I left my room key and Id in the room. Time is 11:30 pm , and there were still 6 people in the lobby doing a meeting. My son and I we were both waiting outside the big glass doors , Ms chris didn’t not open the door. So I pick up the phone 📞 and call Ms Chris. I told her that I am a guest , and the room number. She said you have your Id on you , first I thought I left it in the car then I remembered checking inn earlier my License is in my room. I told Ms Chris my ID is in the room. She said I need to see an ID so I can let you in. Really. My son and I stood behind the glass door for minutes, I had to call someone from the room to bring my ID down. I am tired driving all the way from Houston. This was a horrible customer experience. She said I am Chris the nite Auditor. excuse me. You are in hospital because not IRS agent collecting taxes.

Clean and comfortable! The staff was really friendly! I give it 4-stars, because the breakfast was sub-par and the elevators were not working. They didn't keep the breakfast very stocked, and choices were extremely limited. Other than that, great experience!

Had business trip booked in their conference room and 3 hotel rooms last week! Started off great as usual then all hell broke loose, had several clients show up sat with them in the lobby and not soon after was told I couldn’t sit in the common area 😳was actually asked to leave the area, right in front of clients( how embarrassing!!!) then was over charged by $1,000 for 10 extra chairs, ($250) why? not sure!!! Yes over charged!! And a week later and still receiving charges on my bank acct as I post this! Been talking to management and still no answers as of yet! This is the worst ran hotel / terrible hospitality I’ve ever experienced and I do this every week, never have I had so many problems EVER! They should refund me completely! OH AND IM A BONVOY MEMBER FOR YEARS NOW!!!! This is how they treat members ??? Never again this location PERIOD!!

My over all experience was great. My family and I spent last weekend here. Cookies were freshly baked with refreshing fruit water. The staff was pleasant and helpful. Brittany worked the breakfast bar, she kept the area clean and stocked with different options and a friendly smile. I would recommend this hotel.

If I can give this location more stars I would!!!! Mitchell at the front desk was so warm and welcoming! He overheard our frustration with our cab driver and made it his mission to ensure we knew not all Texans are the same! He gave us early check in, a complimentary soda, and ensure throughout our stay we were completely comfortable and happy! Upon checkout made sure we had our receipt in our email and welcomed us back!! The housekeeping staff were so welcoming and friendly and ensured our comfort was a priority. The room was very clean and sanitized. I fully recommend this location and if possible give Mitchell a raise he deserves it!!!!

I have been in Pasadena for training about once a month since last May and I have stayed in multiple “high end” hotels. All have been severely disappointing with RUDE staff. Employees lacking knowledge and understanding regarding how to handle government contracts and tax exemption status. This place, by far, the best employees and management!!! I had an issue where the military travel system messed up reservations and the management immediately corrected them. And the room is 10 times the rooms at the other hotels like Hilton. I will always stay here going forward! Thanks so much for the great stay!!!

Just there to visit with family. Entrance was difficult to locate. Upon arrival, entire parking lot was dark because the outside light timer needed to be adjusted. Room was very cramped and difficult to maneuver with my walker (note-was not a handicap room).

I really wanted to love this place, but... The staff was very friendly and professional. The breakfast was great! Very well tended and clean. But on this visit, even after advanced check in, we had a 20 minute wait until we could get the room. The room was impeccably clean and stocked. But if you want a refrigerator, this will disappoint with one so tiny and no freezer. The ice machine didn't work on this floor. One of the TV remotes was dead. And then there's the bed... A site to behold, that is, until you try to sleep on it. It was like trying to sleep on a bed of rocks. I don't think my back will ever be the same! I'd recommend for an overnight, but a lengthy stay was tough on my body.

Great service nice beds clean rooms and maids are bilingual. Overall pleasant stay

The ac unit was not cooling the room. I notified the front desk and maintenance replaced it with a new unit within 2 hours. Very satisfied with my stay.

As a former Marriott manager and now a Frequent traveler I can tell you that it's hard to find good service in limited service hotels his place is clean professionally run I was at the Residence Inn nearby and it was just run by some franchise and it was a mess I would say and I highly recommend this hotel

Nice location! Clean rooms and friendly staff. Madison, in particular, provided excellent service throughout our family's stay. Can't beat the free breakfast!

A let down Service was fine and room was hotel quality clean. Bed was hard Room really didn't get cold (409) Room had slight odor, but not sure what it smelled like, just not fresh Also when I got to my room for first time the door was already open about 6 inches

Everything was great nice clean hotel and rooms. Reason I’m giving 2 stars night shift staff didn’t turn off the sign to show that the pool is closed. Staff said hi to me and seen me walk out to the pool and waited 30 mins and came out and told us to get out in a very rude manner. I told them to flip the sign so people will know that the pool is closed and staff had a very negative attitude when I told them about it. Day shift staff and maids are very nice and respectful. Ruined the whole experience for me.

2stars because the bed was hard as a rock and I was in such pain and got no sleep. Never ever have I had such a rock hard bed at any hotel we've stayed. Rooms big and clean. Very small staffed and not many people were at this location. I chose it based on location to the Lone Star Flight Museum as that was our last stop before doing the Farmer's market the next am. Plus we had cc points. Thank goodness I was able to manage the Farmer's market ok.