Where there’s a will, there’s a way. The associates at the TownePlace Suites Houston Intercontinental Airport in Texas are living proof.

When a guest checked into the hotel for one night on Sunday, February 14, he was prepared to fly out the next day on an international flight. That night, a historic winter storm hit the state. It left the property, and millions of people, without power and heat.

But severe weather did not stop the hotel team from delivering phenomenal service. The associates, while worrying about their own families, never lost sight of ensuring their guests feel at home. For those on duty – including General Manager, Dania Torres; Assistant General Manager, Gabriel Salgado; and Executive Housekeeper, Lisa Bravo – desperate times called for creative measures. 

To illuminate the stairways at night, the team placed glow sticks on the steps. To heat water for coffee, the team used the propane grill on the patio. To charge the guests’ phones, they used their personal cars that were sitting idle in the parking lot. To feed the guests, General Manager Dania Torres braved icy conditions when driving to pick up pizza.

The warmth on display over the course of the guest’s extended stay provided a stark contrast to the cold and goes to show how Marriott International associates consistently go above and beyond for their guests – and always with a smile.