Sleep Inn & Suites Galveston Island — Hotel in Galveston

To put this into simple words: DO NOT STAY HERE. Make absolutely sure you don’t leave anything in your room when you check out because you won’t be getting it back. Oh and don’t be scared to request new towels, new bedding, and a different room if they’re dirty. To start from the beginning of our stay; we (my boyfriend and I) had just arrived after driving 13 hours. We get our key and go up to our suite and it was dirty. We half expected someone to sit up in the bed and ask what we were doing in their room. We head back down to reception to let them know and request a clean suite. They gave us keys to a different room and when we walk in that one we realize that it isn’t a suite, we paid extra for the suite so no way were we going to stay in a basic room when we paid extra for a suite. We go BACK to the front desk and, getting frustrated, we tell them we want a suite. They explain that none of them are clean but none of them are being used. We end up waiting in the lobby with everything we brought with us for 45 minutes till they have someone clean one of the suites for us. side note what on earth are the housemaids doing? Why would there be more dirty rooms than there are clean rooms? The parking lot wasn’t even CLOSE to being half full, so I know it’s not because they have “so many” guests. Anyways, we finally get to our room and go to sleep. The next day we go to the pool and there is trash EVERYWHERE. I’m talking in the pool, stuck in the fence, rolling around the ground, beer boxes plum full of empty cans and whatnot. Granted, guests should have more respect for the pool and not leave all of their junk out there. In the same token, the staff should go out there at least once a day and tidy up or at the bare minimum leave a trash can out there for the guests to tidy up after themselves. It stayed like that for a couple days before my boyfriend posted a photo of the trash and a manager saw it and I’m assuming went out and cleaned it up on their own. Our headboard had handprints and smudges all over it so obviously it wasn’t wiped down, which usually would be nothing to me but they gave us a ripped up comforter with the stuffing falling out on top of that. Come on. Last but most CERTAINLY not least, on the morning that we checked out we had accidentally left our fire stick plugged into the tv and remote laying on the counter in front of the tv. We didn’t realize it until we came home to watch a movie and realized we couldn’t. We called the hotel the instant we realized we forgot it and asked them if they would mail it to us. The woman said the room hasn’t been cleaned and that they would mail it to us after the room was cleaned. The next day (today) we call again just to make sure that if there was a new set of people working they would remember to send it to us. A new woman answered and she told us she’d call us back and meanwhile she’d go check for our fire stick. When we were on the phone with her again she claimed there wasn’t a fire stick found nor was the remote found. side note first of all, why would you need to wait until the room’s clean to go retrieve our belongings? I may not know much about hotels but I’ve worked customer service and you’d think that they’d go check and grab it. Secondly, we know for a fact we left it there because neither of us unplugged it and we obviously didn’t bring it home in our bags. I am so upset with this hotel that I don’t think I’ll ever be returning to this location. It’s honestly just downright sad that those workers are so careless about how they treat people and present themselves that they don’t even care to think about how it’ll look on the outside. If you go to Galveston, I highly recommend that you stay at a different hotel because there’s obviously a reason that it’s been rated such low...

This place was the absolute worst in terms of customer service. We left almost as soon as we arrived! My family had booked three rooms for our entire family a month in advance and the pricing was decently low. Then, we drive down for Memorial Day weekend and check in. The first guy we talked to checked over everything and said we were all set. We signed the paperwork, he gave us our key cards, and we started to move out bags and luggage into the lobby. All of a sudden, another woman comes in and tells us that our reservation is false, that there’s some kind of glitch in the system and our reservation was never confirmed. If that was the case, then why did the first guy not say anything? Surely, if there was something wrong with our reservation, he would have seen it and not have allowed us to check-in in the first place, right? Apparently not. Then, when we showed the woman the confirmation email we received from Sleeps Inn two days ago, she tells us the email was a “hoax” (???). If we were suspicious about whether or not she was lying to us before, we knew she was lying now. So this woman stares at all 13 members of my family, including my grandparents, and says that “now is the time where you should go look for other places to stay” because guess what! She wouldn’t even allow us to re-book the rooms. Apparently, they had given them to someone else, but no one had come to check-in to those rooms the whole time we were waiting and arguing in the lobby. We also asked to speak with the manager, but surprise surprise! the manager was not there. How do you not have a person with manager authority working a hotel during an inevitability busy holiday weekend??? We asked the woman working there to call the manager, and she refused to do so. Why not?? Like seriously, what’s stopping you. The fact that we legitimately booked our rooms and drove all the way down to find that the rooms were stripped from us even though we had all of the proof of purchase and identification was ridiculous. And the woman was so incredibly unhelpful. Horrible customer service. Do not in your right mind book a single night at this god-forsaken hotel. Unless, of course, you want to get ripped off. Shout out to DiKaur (the woman working at the time) for ruining our weekend. I hope my family being Vietnamese had nothing to do with your incompetence...

I will begin in stating that I have over 16 years of hospitality management experience. Never in my profession or life have I ever encountered such unprofessionalism, rudeness, disrespect and lack of hospitality directly from a company in which hospitality should be its foundation in operating. I am totally disgusted by the treatment that my husband and I received during our first marriage anniversary weekend. For the following reasons:

· The fact that a manager was not available to address my issues with my stay and numerous other guests stay is a direct reflection on the fact that the Choice Brand hotels do not invest in nor care about their guests nor the support of their employees. Shouldn’t there be someone with managerial authority on site at all times?

· The reality that a staff member at a hospitality establishment can be at the front desk with a “do-rag” on their head and no one addresses it.

· The fact that my room was not professional cleaned; my bed linen had hair, stains; burn marks and it was expected that I would accept it and not complain (and I remind you we are still in a global pandemic).

· When house keeping was called the only linen that was brought to replace the dirty linen was more dirty linen and not a full complete set of linen; The fact that I was told by the staff member that brought the replacement linen that the manager would be up to our room to discuss the matter and it never happened.

· The fact that I called Choice Brands corporate guest services filed a complaint and nothing to date has been done. The hotel manager has never reached out to me as Guest Services stated she would.

· The fact that a maintenance representative can call the police and attempt to file a false report on my husband, other guests and myself. Only to have the Galveston County police state to me on the phone that there was no need for me to return to the facility as the employee was the aggressor in the situation. You can stay at “Hotel Ghetto” if you like but never will they get another...