Best Western Plus Heritage Inn — Hotel in Houston

Checked into my room around 130 this morning. Found a bed bug in my bed around 430 this morning after stripping the sheets. When i approached the desk attendant Veronica I was treated with a "WAS THAT THE ONLY ONE"?? Like how many of these do you see on a daily basis to where you're so nonchalant about not caring if there are possible insects sucking blood from your guest? She was rude, she didn't seem to care of the damage these bugs can do to me and my family whether it's biting and sucking our blood in our sleep or crawling into our bags and is brining them home only to infest our home to where we have to get rid of everything?? When I asked for her manager she replied "She's not here right now and I can't call her" get that I completely but when I asked for her manager as I stated I was asking for her name so I knew who I needed to come talk to when she gets here in the morning. When I told her I didn't appreciate her attitude she tells me I don't have attitude but that's not normally something someone says rolling their eyes if they don't have attitude while lightly huffing and puffing. I've never in my life been treated with so much disrespect! Like I told her you wouldn't want your dog with pest that suck his blood so why should me and my children be a result of the same treatment and we can speak for our selves!! When I asked for another room she told me there wasn't another room and when I asked for a refund she told me she doesn't have the authority to give me a refund I have to wait for the manager in the morning! I'm $400 in the hold dealing with this nasty place! She charged my debit card which I placed on file to hold the room without me knowing so when she asked to see my debit card I gave her my credit card and she charged that one as well! I knew when I walked in here I should have walked right back out!! I have never in my life been so angry! I've been up since 7 am and I'm almost on 24 and I cannot sleep until I speak with whomever it is that I need to speak!! I don't feel as though I should have to plead a case for a room that I cannot stay in! She comes back and tells me that she cannot leave the desk to go clean that room!! Are you serious or are you stupid??? That room doesn't need to be cleaned that room needs a series of pest control treatments! She agains says well I can't do that! She can't give me a refund, she can't give me a different room, she pretty much just works here to be rude and sigh whenever you come to her with any of your grievances! DO NOT STAY AT THIS HOTEL!! The managers name is Shayla (oh and by the way SHE DOESNT WORK WEEKENDS) the general managers name is Jen! No one can assist me with a refund so I'm just stuck at a hotel with no where to go because all of my money is tied up into this place!! I tried to upload a picture but I...

Avoid This Hotel at All Costs

I stayed here during the Houston Marathon and had an incredibly frustrating experience from start to finish.

Upon arrival, I waited in line for 10–15 minutes to check in because the guests ahead of me were struggling to make their payment. Their credit cards were being declined, and they were calling in friends and family to provide one that worked. The front desk agent, Emily, was clearly overwhelmed and neglected to charge me the $100 deposit required at check-in. Later that night, while I was asleep, she called my room to ask me to come back downstairs to pay the deposit. I refused and told her I would handle it in the morning.

The next morning, another staff member, Merlyn, called my personal phone to request the deposit again, despite my explaining the situation to Emily the night before. At this point, I felt harassed. When I asked to speak to a manager, I was told there wasn’t one available on weekends. Later, when I brought it up again, I was told I could check out early and receive a refund for both Saturday and Sunday nights—something the desk clerk later admitted was decided by the manager, who had instructed her on how to respond.

To make matters worse, I learned that since I booked through Booking.com, the hotel could have helped me find alternative accommodations if I was unhappy, but this option was never mentioned. I stayed, hoping the manager would address my concerns during my stay. No one reached out.

After contacting Best Western’s customer service, I was told it would take 5–7 days to hear back. Eventually, after 11 a.m., I received a call from the manager, Jenn, who also handles the hotel's Google reviews. She apologized but insisted that any refund had to go through Booking.com. Booking.com, in turn, pointed the finger back at the hotel.

When I finally called Jenn again, she spoke to me in an unprofessional tone, saying, "Listen to me, Mr. Sparks." Who talks to guests like this? I requested to speak to her superior, only to be told the owner doesn’t communicate with customers.

Additional Concerns:

Security Risks: If you're concerned about safety, avoid this place. It’s located right off the freeway on the east side of Houston, an area that’s not great. The hotel exterior has broken windows that haven’t been repaired, which does little to inspire confidence. Room Condition: The room itself smelled musty, which made the stay even more unpleasant.

Overall, this was a nightmare experience. The lack of professionalism, accountability, and basic customer service from both the staff and management is shocking. Combine that with the poor location and upkeep, and I would never recommend this hotel to anyone. If you’re considering staying here, save yourself the trouble and...

I drive a truck and my truck had to be put in the shop. My company got me a room here. The next morning at 11:00 they started calling my room saying check out time was 11:00 and I needed to pay for another night. I told them I had contacted my company and that they were in the process of extending my stay. It had only been about 30 minutes and they are calling my room again. I told them it was being taken care of, just give it a little time. Then I hear a knock on my door. I open the door and AGAIN was told that they had not received anything from my company. I tell them that with large companies it takes longer than just a few minutes to do these things. The company I drive for is a very large, well-known trucking company and they are not going to not pay for my hotel room! Anyway, long story short, they ended up calling my room twice and coming to my door three times! The last time they came, I told them again that my company was taking care of it. But they told me I had to get all my stuff out of my room and wait down the lobby until everything was taken care of. I was not happy about this at all! I told them I would have to pack my things up and that I would go down to the lobby. As I started to close my door, she stepped forward and tried to keep me from closing my door! She said that she would just stand right there while I gathered my things! I told her she was not going to stand in my doorway while I packed my things! She said she would wait in the hallway then. I told her go ahead, but I was NOT going to pack with my door wide open! They made me feel like I was some kind of criminal or something! I don’t know why I couldn’t just stay in my room until my company completed the transaction. I will NEVER stay at this particular location again! And I will be contacting their corporate headquarters to let them know how the guests are treated here! I will also recommend to my company that we don’t hotel anymore use this hotel anymore. I DO NOT recommend anyone...