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“Poor Customer Service”

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Hotel ICON, Autograph Collection
Ranked #22 of 517 Hotels in Houston
Certificate of Excellence
Reviewed March 25, 2013

I needed to cancel a night stay and was not able to do so. When I asked for help resolving the situation, I was told there was nothing that could be done. I did not feel valued as a customer at all and will not return.

  • Stayed: March 2013, traveled on business
    • Service
1  Thank Jessica G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sharon f, Manager at Hotel ICON, Autograph Collection, responded to this reviewResponded April 2, 2014

I apologize that we were not able to assist you with a cancellation. I am a new manager here and would love to discuss this with you in hopes you will allow us another opportunity,

Thank you,
Sharon Fuller
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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778 - 784 of 1,151 reviews

Reviewed March 21, 2013 via mobile

In general a very nice and unique hotel. They put a lot of efforts in details which adds a really nice movie like atmosphere. You think, that any moment Gary Cooper will come around the corner. My room was nice but small. The bath room was wonderful.
The breakfast in the morning was from my point of view disappointing for the price the hotel takes per night. Ver poor selection !
Just for info: The hotel is owned by magic Johnson

  • Stayed: February 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Thank beitgugb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sharon f, Manager at Hotel ICON, Autograph Collection, responded to this reviewResponded April 3, 2014

Thank you for your nice comments. We are pleased that you enjoyed your stay and hope you can return soon.


Thank you,
Sharon Fuller
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 18, 2013

The photos online do not do this hotel justice. The guestrooms are so beautiful and spacious. The staff is very friendly. The area is a rather deserted on the weekends, but it is the business district.

  • Stayed: March 2013, traveled as a couple
    • Value
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Thank Sarah M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sharon f, Manager at Hotel ICON, Autograph Collection, responded to this reviewResponded April 3, 2014

Thank you for your nice comments. We are pleased that you enjoyed your stay and hope you can return soon.


Thank you,
Sharon Fuller
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 16, 2013

Stayed two nights and wished my wife was with me to enjoy the hotel. Beautiful lobby and room, nice bar, good restaurant. The hotel workout room turned out to be a fully functional gym with all popular machines and good qualtiy, well maintained equipment. Comfortable beds (A Marriott hallmark). Could use a in-hotel commissary. Several good looking restaurants and bars within a block or two.

  • Stayed: March 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank ItinerateAdjuster
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sharon f, Manager at Hotel ICON, Autograph Collection, responded to this reviewResponded April 3, 2014

Thank you for your nice comments. We are pleased that you enjoyed your stay and hope you can return soon.


Thank you,
Sharon Fuller
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 14, 2013

We had an early flight back to NYC from College Station—and while the Icon is not what you'd consider an "airport hotel," it is a huge step up from the usual dreary offerings. I'm not sure whether this hotel has recently been refurbished or is just remarkably well-maintained. Either way, our room was lovely and spacious with a gorgeous and well-provisioned bathroom. Staff are well-trained, friendly and helpful. The setting, in an historic area of Houston, is lovely. The ride to Bush Intercontinental Airport was less than 30 minutes—but beware if you try to do this much later than 5:30 a.m.

Room Tip: We made requests for feather free, extra pillows, and a high floor—all of which were honored. The a...
  • Stayed: March 2013, traveled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Thank Sweetwood1075
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sharon f, General Manager at Hotel ICON, Autograph Collection, responded to this reviewResponded April 3, 2014

Thank you for your nice comments. We are pleased that you enjoyed your stay and hope you can return soon.


Thank you,
Sharon Fuller
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 9, 2013

I hadn't been to Houston in years, so I jumped at a chance to stay with the girlfriend here for her work. Plus it's a Marriott property so more elite nights. When I got here last night, I liked this immediately. The hotel is an old bank building with big open spaces and a bit of an Art Deco look to it with lots of bright red things. We enjoyed a drink at the bar...a few texas beers on tap and some damn good truffle fries.

As for the room, it's hard to beat. Nice soaps and shampoos in a very spacious bathroom. My GF had mentioned how good the shower was, and no doubt, she hit on the mark. Lots of room in the tub and great pressure. I know it might be odd to point out a shower but after a long day and a flight from Dallas, it hit the spot. Spacious rooms with a lot of color to them.

In the morning, we were able to get a free shuttle to our convention...driver/valet was very friendly and helpful in that regard and this looks like a good service they offer to all guests.

Also, this is in an area of downtown where it's easy to walk to other things in downtown or hop on a light rail. No doubt, if we come back to Houston for anything again, I don't need to book anywhere else other than here. One of the nicer hotels I've been in in a long time. Keep it up...and a steal for the government rate.

Room Tip: Nice east view of minute maid park from room 1104
  • Stayed: February 2013, traveled on business
    • Value
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Thank R W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sharon f, General Manager at Hotel ICON, Autograph Collection, responded to this reviewResponded April 3, 2014

Thank you for your nice comments. We are pleased that you enjoyed your stay and hope you can return soon.


Thank you,
Sharon Fuller
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 9, 2013

We ended up at the Icon because all of the convention hotels were full.....what a blessing in disguise!!! The staff greeted us by name during our entire stay. We thoroughly enjoyed breakfast every morning, again staff was excellent! I was concerned about the cab rides to and from the Convention Center until I discovered the Icon offers free shuttle service! It was like having a private Limo. Our room was delightful - we should be so lucky as to have this Master Bath at home. Oh yea - within walking distance to the Metro. I'm ready to go back!!!!!

  • Stayed: October 2012
    • Value
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Thank saylynshoe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sharon f, General Manager at Hotel ICON, Autograph Collection, responded to this reviewResponded April 3, 2014

Thank you for your nice comments. We are pleased that you enjoyed your stay and hope you can return soon.


Thank you,
Sharon Fuller
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hotel ICON, Autograph Collection

Address: 220 Main St, Houston, TX 77002-1706
Phone Number:
Location: United States > Texas > Texas Gulf Coast > Houston > Downtown
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Wheelchair access
Hotel Style:
#13 Luxury Hotel in Houston
#16 Romantic Hotel in Houston
#25 Family Hotel in Houston
#33 Business Hotel in Houston
Price Range: $172 - $360 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hotel ICON, Autograph Collection 4*
Number of rooms: 135
Reservation Options:
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Also Known As:
Icon Hotel Houston

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