I am not just a disgruntled member who was angry about one small thing, this entire stay has been an ordeal, and not in a good way. To start, I am on a 2 week work trip. I booked a room with a king bed as I am tall and like the extra space. I get to the hotel late and my room is a queen bed. It was late so I slept there and the next day I asked to be moved. The man at the front was very polite and told me that the room I was given was actually an upgrade. I thanked him but told him I preferred the bigger bed over the bigger room. So I packed all of my stuff and changed rooms. The next day I stay in my new room and it's uneventful. I should mention now that these rooms have one tiny garbage can and the rooms are not tended to by housekeeping on a regular basis (more on this later). The following day I get back to my room after work and my entire room is covered in ants. Not just a few, hundreds, maybe thousands of ants in the garbage can, the floor, the desk, everywhere. Again, this is due to the housekeeping not cleaning the rooms. I go downstairs and tell the front desk and again, I have to change rooms. In my new room (the 3rd room in 4 nights) I go to take a shower and there is no hot water. So I have now had to pack my stuff and move rooms multiple times, and take a cold shower. The hot water eventually gets fixed the following day and I get a warm shower 24 hours later. It wasn't until day 7 of my stay that I actually had someone clean the room, bring new towels etc. I am now on day 13 and my room has only been cleaned on day 7 and day 9 despite multiple requests to have it cleaned. I would also like to add more about the trash situation in this hotel. These rooms have small kitchens in them, so they are clearly meant for longer term stays. yet there is no trash can in the room, and the cleaners do not clean the rooms on a regular basis. At any given time, you can walk out of your room and the hallways are littered with trash because people don't know what to do with it and don't want it piling in their rooms. Again, I have been here 13 nights and my room has been tended to only twice. What are people supposed to do? This issue with the trash and lack of cleaning in the rooms was an issue last time I stayed here as well. During both stays I requested numerous times for additional housekeeping but at the front desk and through the Bonvoy app and received no response. I will be leaving a public complaint on Google reviews and through Marriott directly as I feel this is unacceptable. I get that this is not a luxury hotel but we are still paying costumers. On a slightly brighter note, the hotel is new so it's relatively clean despite the bags of garbage all over the halls and spilling out of the larger trash cans near the elevators. The gym is quite nice and so is the pool. This would be a lovely place if they would hire enough staff to properly care for the place and the costumers. Unfortunately until that happens, I would highly recommend not staying here, at least for longer stays. If things change, I will happily change my review.
Wow, what a great place. Just finished my first night here and I’m so impressed. You can tell this hotel is brand new; everything is beautiful, clean, and modern.
The great experience started from the moment I arrived yesterday. The check-in was quick, and the staff at the front desk were super friendly and welcoming, which really sets the tone. The room itself is gorgeous—everything looks brand new, and the design is perfect. I had time for a swim in the pool, which was spotless, before making dinner. Since I'm staying for a bit, having the full kitchenette is a huge plus. It had everything I needed, and the oven worked perfectly. To top it all off, the bed is incredibly comfortable. I slept great.
Then this morning, I went down for breakfast and it was fantastic—way better than your typical hotel breakfast. They had a ton of options, everything was fresh, and there were plenty of hot items to choose from. It seems like all the staff here is wonderful, because the woman working the area, Destiny, was also so welcoming and made sure everyone was well taken care of.
Honestly, it's not often you find a place that's not only brand new and beautiful but also has a genuinely friendly staff that makes you feel right at home. So glad I picked this place.
Reservation Not Honored, Unprofessional Handling
I had a confirmed reservation at TownePlace Suites Brownsville, but upon arrival was told there was no room available. This was not a surprise to the hotel earlier in the day they emailed me admitting my reservation “came through despite them being sold out.”
The front desk staff, Ashley and Jose, confirmed that the hotel knowingly allowed bookings to go through while they had no inventory, then attempted to place the burden on the guest to find and pay for alternate accommodations. I also personally witnessed them doing this to another couple the night before, which makes it clear this is a repeated practice, not an isolated mistake.
Instead of following standard Marriott “walk” procedures (where the hotel secures and pays for a comparable or better room), they attempted to claim the reservation “shouldn’t have been booked” which is not the guest’s problem when a confirmation has been issued.
This is extremely irresponsible, especially for business and government travelers arriving late after a full workday. A confirmed reservation should mean you have a room. Period. It’s unethical, and the fact that they tried to gaslight me is unforgivable
I'm not normally one to leave reviews—honestly, this is unusual for me—but my stay at the TownePlace Suites in Brownsville was so amazing, I felt like I really needed to mention it. After all the years I've been traveling and staying in hotels, this one is honestly the best experience I've had in a long, long time.
Stellar Service and Location
First off, the service was incredible, especially the manager, Ashley. I totally messed up my reservation when I booked it, and I was stressing out about what to do. Ashley was an absolute lifesaver. She was super sweet, so friendly, and just put me completely at ease. She genuinely went above and beyond to make sure I could stay for my whole trip and that I was comfy. That kind of care? It makes a huge difference.
Plus, the location was perfect! It was so close to everything I needed to get done during my stay here.
Cleanliness and Comfort
Beyond the management being awesome, the whole place was seriously clean and felt super well-kept. My room was totally spotless—shout out to Emily on the housekeeping team, she did a phenomenal job. You can tell they actually care about the property.
And the room was great for a longer stay. The kitchenette was perfect and had everything I needed, and the bed was really comfortable—I slept like a log!
Delicious Breakfast
Oh, and the breakfast was great! Everything tasted good, and it all looked nice when I got my plate. The eggs were especially delicious—they were just perfect.
Honestly, from how clean it was, to the great location, the comfortable bed, the tasty food, and most importantly, the A+ customer service, everything about my stay here was fantastic. Highly, highly recommend this spot!
While the hotel is new and outwardly appealing, our experience over a three-night stay left much to be desired. Upon arrival, we were disheartened to find the room not properly cleaned—specifically, two used Q-tips were left beside the bed. This initial lapse in cleanliness set the tone for a stay that unfortunately continued to fall short of expectations.
On our first night, the dishwasher in the room began leaking water around midnight. We contacted the front desk, who assured us towels would be sent promptly; however, none ever arrived. We were left to manage the cleanup ourselves using our own room towels. One staff member, Jose, was kind and offered to move us to another room, but another employee informed us that management had expressly instructed not to move guests. Not wanting to escalate the situation unnecessarily, we agreed to stay in the room, on the condition that the dishwasher be repaired.
The following night, just before midnight, the hotel’s fire alarm went off unexpectedly, waking up our entire family—including our young children, who were understandably frightened. We had an early morning ahead, and being forced to evacuate in our pajamas due to a false alarm caused by ongoing construction work on the front entrance was not only inconvenient but deeply unsettling. My son had trouble sleeping that night. He said he couldn’t stop thinking about the alarm.
While we recognize that no hotel is without the occasional issue, the combination of poor cleanliness, inadequate follow-up on guest concerns, conflicting staff responses, and construction-related disturbances made for an experience that felt uncoordinated and inconsiderate of guest comfort. It's disappointing to see such potential undermined by avoidable missteps.
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Nicholas Cassuto
3 months agoI am not just a disgruntled member who was angry about one small thing, this entire stay has been an ordeal, and not in a good way. To start, I am on a 2 week work trip. I booked a room with a king bed as I am tall and like the extra space. I get to the hotel late and my room is a queen bed. It was late so I slept there and the next day I asked to be moved. The man at the front was very polite and told me that the room I was given was actually an upgrade. I thanked him but told him I preferred the bigger bed over the bigger room. So I packed all of my stuff and changed rooms. The next day I stay in my new room and it's uneventful. I should mention now that these rooms have one tiny garbage can and the rooms are not tended to by housekeeping on a regular basis (more on this later). The following day I get back to my room after work and my entire room is covered in ants. Not just a few, hundreds, maybe thousands of ants in the garbage can, the floor, the desk, everywhere. Again, this is due to the housekeeping not cleaning the rooms. I go downstairs and tell the front desk and again, I have to change rooms. In my new room (the 3rd room in 4 nights) I go to take a shower and there is no hot water. So I have now had to pack my stuff and move rooms multiple times, and take a cold shower. The hot water eventually gets fixed the following day and I get a warm shower 24 hours later. It wasn't until day 7 of my stay that I actually had someone clean the room, bring new towels etc. I am now on day 13 and my room has only been cleaned on day 7 and day 9 despite multiple requests to have it cleaned. I would also like to add more about the trash situation in this hotel. These rooms have small kitchens in them, so they are clearly meant for longer term stays. yet there is no trash can in the room, and the cleaners do not clean the rooms on a regular basis. At any given time, you can walk out of your room and the hallways are littered with trash because people don't know what to do with it and don't want it piling in their rooms. Again, I have been here 13 nights and my room has been tended to only twice. What are people supposed to do? This issue with the trash and lack of cleaning in the rooms was an issue last time I stayed here as well. During both stays I requested numerous times for additional housekeeping but at the front desk and through the Bonvoy app and received no response. I will be leaving a public complaint on Google reviews and through Marriott directly as I feel this is unacceptable. I get that this is not a luxury hotel but we are still paying costumers. On a slightly brighter note, the hotel is new so it's relatively clean despite the bags of garbage all over the halls and spilling out of the larger trash cans near the elevators. The gym is quite nice and so is the pool. This would be a lovely place if they would hire enough staff to properly care for the place and the costumers. Unfortunately until that happens, I would highly recommend not staying here, at least for longer stays. If things change, I will happily change my review.
Steven McCombs
5 months agoWow, what a great place. Just finished my first night here and I’m so impressed. You can tell this hotel is brand new; everything is beautiful, clean, and modern. The great experience started from the moment I arrived yesterday. The check-in was quick, and the staff at the front desk were super friendly and welcoming, which really sets the tone. The room itself is gorgeous—everything looks brand new, and the design is perfect. I had time for a swim in the pool, which was spotless, before making dinner. Since I'm staying for a bit, having the full kitchenette is a huge plus. It had everything I needed, and the oven worked perfectly. To top it all off, the bed is incredibly comfortable. I slept great. Then this morning, I went down for breakfast and it was fantastic—way better than your typical hotel breakfast. They had a ton of options, everything was fresh, and there were plenty of hot items to choose from. It seems like all the staff here is wonderful, because the woman working the area, Destiny, was also so welcoming and made sure everyone was well taken care of. Honestly, it's not often you find a place that's not only brand new and beautiful but also has a genuinely friendly staff that makes you feel right at home. So glad I picked this place.
Nicholas Curry
3 weeks agoReservation Not Honored, Unprofessional Handling I had a confirmed reservation at TownePlace Suites Brownsville, but upon arrival was told there was no room available. This was not a surprise to the hotel earlier in the day they emailed me admitting my reservation “came through despite them being sold out.” The front desk staff, Ashley and Jose, confirmed that the hotel knowingly allowed bookings to go through while they had no inventory, then attempted to place the burden on the guest to find and pay for alternate accommodations. I also personally witnessed them doing this to another couple the night before, which makes it clear this is a repeated practice, not an isolated mistake. Instead of following standard Marriott “walk” procedures (where the hotel secures and pays for a comparable or better room), they attempted to claim the reservation “shouldn’t have been booked” which is not the guest’s problem when a confirmation has been issued. This is extremely irresponsible, especially for business and government travelers arriving late after a full workday. A confirmed reservation should mean you have a room. Period. It’s unethical, and the fact that they tried to gaslight me is unforgivable
Carmen Soto
4 months agoI'm not normally one to leave reviews—honestly, this is unusual for me—but my stay at the TownePlace Suites in Brownsville was so amazing, I felt like I really needed to mention it. After all the years I've been traveling and staying in hotels, this one is honestly the best experience I've had in a long, long time. Stellar Service and Location First off, the service was incredible, especially the manager, Ashley. I totally messed up my reservation when I booked it, and I was stressing out about what to do. Ashley was an absolute lifesaver. She was super sweet, so friendly, and just put me completely at ease. She genuinely went above and beyond to make sure I could stay for my whole trip and that I was comfy. That kind of care? It makes a huge difference. Plus, the location was perfect! It was so close to everything I needed to get done during my stay here. Cleanliness and Comfort Beyond the management being awesome, the whole place was seriously clean and felt super well-kept. My room was totally spotless—shout out to Emily on the housekeeping team, she did a phenomenal job. You can tell they actually care about the property. And the room was great for a longer stay. The kitchenette was perfect and had everything I needed, and the bed was really comfortable—I slept like a log! Delicious Breakfast Oh, and the breakfast was great! Everything tasted good, and it all looked nice when I got my plate. The eggs were especially delicious—they were just perfect. Honestly, from how clean it was, to the great location, the comfortable bed, the tasty food, and most importantly, the A+ customer service, everything about my stay here was fantastic. Highly, highly recommend this spot!
Rene Gonzalez
6 months agoWhile the hotel is new and outwardly appealing, our experience over a three-night stay left much to be desired. Upon arrival, we were disheartened to find the room not properly cleaned—specifically, two used Q-tips were left beside the bed. This initial lapse in cleanliness set the tone for a stay that unfortunately continued to fall short of expectations. On our first night, the dishwasher in the room began leaking water around midnight. We contacted the front desk, who assured us towels would be sent promptly; however, none ever arrived. We were left to manage the cleanup ourselves using our own room towels. One staff member, Jose, was kind and offered to move us to another room, but another employee informed us that management had expressly instructed not to move guests. Not wanting to escalate the situation unnecessarily, we agreed to stay in the room, on the condition that the dishwasher be repaired. The following night, just before midnight, the hotel’s fire alarm went off unexpectedly, waking up our entire family—including our young children, who were understandably frightened. We had an early morning ahead, and being forced to evacuate in our pajamas due to a false alarm caused by ongoing construction work on the front entrance was not only inconvenient but deeply unsettling. My son had trouble sleeping that night. He said he couldn’t stop thinking about the alarm. While we recognize that no hotel is without the occasional issue, the combination of poor cleanliness, inadequate follow-up on guest concerns, conflicting staff responses, and construction-related disturbances made for an experience that felt uncoordinated and inconsiderate of guest comfort. It's disappointing to see such potential undermined by avoidable missteps.