Wingate by Wyndham Houston / Willowbrook — Attraction in Jersey Village

Key decoder blasted in the storm. One week later , when I checked in still not replaced. No keys for rooms. Ok I could have accepted with all the struggles in the city after the winter storm but the problem I had with it is they only one person at the front desk. Why did they not care enough about her or the guest to have had one or two more people who could run all night and morning and let people into their rooms. If you left your room for anything you had to fetch the front desk person to come let you in but there were several others always waiting for her to return to front desk and tell her they needed let in their rooms, as she tried to check in people between running all over the hotel. It took an hour to check in and I was the only person when I arrived at the front desk. People coming in to check in on and off all night and would be welcome by no one to check them in, frustrated because no one to call about it. Some left and gave up and were angry. Once in the room you were a prisoner there because you would be locked out unless you left it open so you could get back in or wait for unknown amount of time for her to get back to let you in. I had relative with a room on the second floor. When you get off the elevator you smell smoke and marajauna strong. Her room was not clean when she checked in. I was on the third floor and it was much cleaner and the air was clear. No ice bucket, no working phone. No alarm clock. 2 queen beds and 1 bath towel and 1 was cloth. Wanted to ask for these things but seriously no one there to answer at front desk, or get you anything, she was too busy being alone on the shift letting people back in their rooms. smh. They don't leave a receipt under your door on check out morning so it would have meant standing at the front desk for maybe 30 minutes, maybe an hour, who knows so I left without a receipt , asked my relative on second floor to bring me one and they gave to her and now I see they charged my card once yesterday and then again this morning. I will watch my account to be sure they didn't actually charge me twice and that one drops off. The only good thing I can say is the bed was very comfortable since mine was clean. Under...

HORRIBLE.! We came in after booking on Priceline. A week stay in a king size suite. We have been there before celebrating anniversary night and it was lovely! But last night was terrible! The young lady at the front desk absolutely made no eye contact, did not engage in conversation nor have a genuine attitude of welcome ness. Our name was misspelled on the reservation which was not corrected at the time of checking in. We got put on the third floor where there was no air conditioning in the hallway. When we went into our room it was very moist and humid and smelled of water damage. We went to go turn the AC on and there were no knobs. There was a busted frame on the ground but it did not work. We called the front desk To let them know that the AC was not working in the room and can we be accommodated in a different room. We went downstairs while the young lady was speaking to a disgruntled hotel guest on speaker phone who had been complaining about dirty sheets. The young lady put us in a room on the second floor in the meantime. Keep in mind this whole ordeal took about 30 minutes. We went to the room, use our key, light turn green but it’s locked from the inside. Yes locked from the inside! The security latch was over the door. We went to the balcony to tell the front desk that we could not get in the room that it was over a lock. She said I’ll get with you after I’m done doing this check in. Again keep in mind we have still not officially been checked in to a room it is now 9:45 PM we are going downstairs and leaving. We have not even taken our bag off of our shoulder. When we speak to the front desk young lady she says we are overbooked and I cannot put you in another room with a single bed. Overbooked! This is Covid how are you overbooked? The staff were NOT friendly, concerned nor accommodating. I would give this a one star BUT I have hope that management will train the front desk on how to make customers feel appreciated verses the lack of courtesy and integrity we were provided last night. Keep in mind the frontline is a direct reflection of you. The icing on the cake was we were charged $57 for a cancellation fee. A cancellation fee when we weren’t even...

There was a drug bust while we were checking in. the guy at the front desk Didn’t even seem bothered by it like this was something that happens every day. He asked us if we could hold on for a minute, but I really didn’t want my kids seeing what was going on with the police and everything in the lobby plus It was hot and muggy and you could hear loud music coming from various rooms like there was doors open with TVs or music blaring coming out of the room. Which I’m sure it was probably people just watching what was happening with the drug bust but still, it was loud. I asked if the pool was open and could we take a look before we decided to stay there or not he said, go ahead and pointed the direction of the pool it was even hotter and more muggy in there. Plus there was towels just everywhere. Wet towels hanging over chairs on the ground on the hook on the wall just everywhere. It looks like the place had not been cleaned up in weeks which I’m sure isn’t true but that’s what it look like. The water was so cloudy you couldn’t see the bottom of the pool. And the chlorine smell with stinging my eyes just being in the room. I can’t imagine getting the water and letting that much chemical touch my skin. It just seems like a health hazard. When we walked back to the lobby A group of kids probably in their early 20s looking like they had just stepped out of an episode of breaking bad with no shirts and no shoes on and wreaking of weed so bad even the smell of the chlorine couldn’t cover it. They just went straight to the elevator so I assumed that they guy at the desk knew them and they’ve been staying there a while since he never looked up from his phone, so with all of that going on in the first five minutes we were on the property, I decided that this might be not be the best place for our family to be spending our weekend. We have stayed here several times in the past and it was a good place to go every time my mother came to visit from up north. She would stay at this location. I don’t know if that changed ownership or management or what happened but this is just not the same caliber of hotel. It was...