Houston Marriott West Loop by The Galleria in Houston

I traveled four hours to my reserved room only to be told they could not find my reservation. I made the reservation at 13:55 on 1/8/26. The middle-aged female staff member repeatedly stated that the system allegedly did not transfer my reservation.

She then had me wait approximately 10 minutes for her supervisor, an older female, to come review the issue.
I waited an additional 12–15 minutes while they both typed, switched computers, and attempted to resolve the problem, but nothing worked. They then called someone, which appeared to be for show, as the person did not resolve anything.

By this point, I had been waiting 15–20 minutes when a family of three arrived to check in. They had booked three nights, paid, and were checked in within less than seven minutes. Ironically, I had also booked three nights, paid in advance, and was still unable to check in.
I asked the middle-aged staff member if I could simply rebook the three nights, and she confirmed that rooms were available.

However, at no point did she offer or suggest this option herself. Both staff members were dismissive throughout the entire situation.
Their behavior made me feel as though they only wanted a specific type of guest staying at the hotel. I am extremely dissatisfied with this level of professionalism. From beginning to end, the entire experience was unprofessional.