What guests said about your two SpringHills, January 2025 through September 2026.
Built 2026-09-20 from the guestVoice survey export (HOUZN) and the Marriott alert emails in ace@texashotelmgt.com and ace@howdyhotels.com (both hotels).
The short version
Medical Center is the problem hotel. It generated 102 flagged complaints in 2026 against 65 at Northwest, and its complaints are about dirt, not preferences. Half of them mention a dirty room or bathroom.
Northwest answers its complaints late; Medical Center does not. 44 Northwest complaints ran past Marriott's 72 hour deadline, against 2 at Medical Center. That is a staffing and habit problem, and it is the cheapest thing on this page to fix.
Northwest guest scores are flat, but the unhappy tail is growing. 61.0% of guests scored it 9 or 10 in 2026 against 61.6% in 2025, while guests scoring 6 or below rose from 20.8% to 24.1%.
January 2026 at Northwest was the worst month in two years, and it was the elevator outage during the renovation. It recovered the next month.
The two hotels
Top complaint subjects in 2026. Medical Center counts 102 flagged complaints; Northwest counts 49 unhappy guests from February onward, with January held out because the elevator outage swamps it. One complaint can mention several subjects.
HOURP
SpringHill Suites Houston Medical Center / NRG Park
190 rooms
102
flagged complaints in 2026
Average guest rating on them: 2.74 out of 10
Dirty rooms and bathrooms51 of 102
Bathroom and shower problems48 of 102
Rooms look old and worn out28 of 102
Breakfast and food27 of 102
Bad smells, mold, damp22 of 102
Air conditioning and humidity22 of 102
HOUZN
SpringHill Suites Houston Northwest, Vintage Park
139 rooms
61.0%
of guests scored it 9 or 10 in 2026
From 295 scored surveys. Marriott grades on this number.
Dirty rooms and bathrooms17 of 49
Front desk and check-in12 of 49
TV, Wi-Fi and room keys9 of 49
Beds, linens and towels8 of 49
Air conditioning and humidity7 of 49
Rooms look old and worn out7 of 49
Medical Center is dirty, and some of it may be mechanical. 11 of its 102 complaints name mold or mildew and 8 name roaches or bugs. Separately, 7 call the hotel humid, stuffy or muggy, and 8 complain about a smell and the air conditioning in the same breath. Northwest shows 2 mold mentions and 1 humidity mentions. A hotel that cools without drying the air will smell musty and grow mold no matter how well it is cleaned, so this is worth an engineer looking at the air handling before you add housekeeping hours. That last part is a theory, not a finding.
Answering complaints on time
Marriott expects a response within 72 hours. Counted from the reminder and overdue emails guestVoice sent, Jan 2025 to Sep 2026.
HOURP
2
late responses out of 180 complaints
HOUZN
44
late responses out of 148 complaints
This started in the second half of 2025 and never recovered. Northwest answered everything on time through June 2025, then slipped to roughly four in ten late and has stayed there for five straight quarters. Its guest scores did not drop over the same period, so this is not a harder guest base, it is nobody answering. One caveat I could not close: this assumes you and Alyssa receive the reminder emails for both hotels equally. If Medical Center reminders only go to its own front desk, its zero would be flattered.
Northwest guest score, month by month
Share of guests scoring 9 or 10 out of 10. Source: the guestVoice survey export, 680 scored surveys across the two years.
Flagged complaints per month
Source: the Marriott alert emails. Rising here means more guests unhappy enough for Marriott to flag it, not necessarily a lower score.
Medical CenterNorthwest
Medical Center's complaint volume climbed sharply through 2026. It has run well ahead of Northwest every month since June 2026, and August 2026 was its worst month in the whole two year record.
What Marriott scores Northwest on
Marriott's own attribute scores out of 10, 2025 against 2026 to date. Source: the guestVoice export. These exist for Northwest only, because the login has no access to Medical Center.
What guests rate
2025
2026
Change
How elite Bonvoy members felt treated
8.03
7.74
-0.29
Food quality
8.10
7.94
-0.16
Cleanliness
8.64
8.57
-0.07
Upkeep and repair
8.01
7.99
-0.02
Living up to the brand
8.19
8.20
+0.01
Staff service
8.60
8.67
+0.07
Elite Appreciation is the weakest score and the fastest falling one. It is how your best Bonvoy members feel they were treated, and it is the same measure the enrollment bonus you discussed with Sam Xie is built on. Fixing one fixes the other.
Every complaint
All 328 flagged complaints, Jan 2025 to Sep 2026. Search the text or filter by hotel and year.