Best Western Plus Hobby Airport Inn & Suites — Hotel in Houston

I had a quick 1 night stay here that my travel agent booked for me and we chose it specifically for the shuttle. That being said, I’ve never been to the state, area nor a hotel with an airport shuttle before. This was an entirely new experience for me, but the fact that it was a new experience does not mean it matters any more or less on how the customer service is. I made sure a couple weeks prior to my stay that I called and knew what I needed to do to get the shuttle and was told that when I arrive, to call the same phone number and they would send the shuttle to pick us up. So as soon as I arrived at the airport and got to passenger pick up, I called and the lady on the phone snapped that I need to go to pick up 14 and then call right back before she hung up on me without anything else. Snapped isn’t exaggerating, I had her on speaker and my entire party was shocked at her tone and how she spoke. It was maybe 15 feet to pick up 14 which my party walked to and I called back as I was told. The customer service lady was very rude and snappy again said it’s already there, which nothing was there and I said “no it isn’t but I’m happy to wait for a few minutes” and she said “no it’s already there.” then hung up on me yet again before I could ask further questions like, ‘what does it look like’, ‘does it have your name on it’, or any other question about the Service. Again, this was a new situation for me so I was extra nervous. I then proceeded to wait for about 40 minutes until the van marked with Best Westerns logo arrived. I gave her the benefit of the doubt in that moment, even though it really upset me, and I was worried that I had messed up something, and was scared about my transportation and everything. All of the people with me traveling were also new to this, and were equally upset. When we finally got to the hotel, She was continually rude and snappy with us all at check-in, and we were more than happy to get away from her. I’ve never had a situation at a hotel, where someone had had so much blatant disrespect and vitriol for the consumer. It was truly shocking. At first I thought maybe she had a bad day or something, but then I saw many many other reviews here and elsewhere about the same woman and now I just know she’s terrible at customer service and is not a nice person. I’m sorry in advance to anyone else who books and has to deal with her. I can safely say I will never stay at this location ever again and I will be sure to let my travel agent know not to book this hotel for any of his patrons again as well. Horrible...

We found roaches in the room. When we asked for a refund. The manager accused of lying about the roaches. We have a video of a roach walking across the table on top of the best western information page. The manager was very rude and downright hostile with us. This is response to the vendors reply to our complaint. The staff lied to their supervisors. So I posted a response and never got an answer. This is what really  happened. We checked in a around 2:30 pm. We did not notice the roaches because we were not there. When we got there around 8pm with food that's when the roaches came out. When we saw the roaches for the first time we immediately called the front desk. The front desk first offered us another room on the same floor 2 rooms away from our original room. When we refused that room the front desk then offered us another room on another floor. We were already upset about the whole situation by then so I asked for a refund. The front desk called Mercy.

Mercy was very  rude to us and insinuated that we were lying about the roaches. She asked us if we had pictures of the roaches. At the time we had not thought to get pictures. I looked behind the dresser where the roaches were coming from and there was food and a roach. We even took video of a roach walking across the table on top of the Best Western Information Page.

I have stayed at your hotel on a regular basis for over a year now. I see the way that they particular person Mercy acts. And it just seems like she does not want to be there. I haven't complained because its not a big deal. This is a big deal when someone is flat out hostile

And accuses me of lying, when o have stayed at your hotel so many times without incident.

I guess my point is that no one is looking for roaches or if you bothered to clean the room correctly. It is expected that the room in insect free. When we brought food into the (our dinner) it caused the roaches to come out.

The fact that the front desk wanted to put me 2 doors down from where we found the roaches says that you don't care about your customers. Only when refused the room on the first floor and asked for a refund did the front desk girl ask if we wanted a room on different floor. So the information you were given by your staff is not accurate. This situation could have been handled very differently if your manager was not so hostile and...

First and foremost, the staff here is polite, professional, and courteous.

Upon inspecting the room I was originally checked in to, I had to unfortunately reject it because of the cleanliness of the mattress. Everything else was satisfactory in the room.

The front desk allowed housekeeping to walk me around and we checked an additional 5 rooms, and all of them had unsatisfactory cleanliness of the mattress. They kindly cancelled my reservation and refunded my room, and I went to a nearby Hilton Garden Inn.

If you stay here, I suggest inspecting your mattress before accepting your room. As a Diamond Select Best Western Rewards member, I wholly expect more from a Best Western Plus property. If they're not going to replace the mattresses (they should replace these mattresses) at the very least, those rooms should be taken out of service, and the mattresses thoroughly shampooed and disinfected before putting the room back into service. I have photos but I'll spare you having to look at them.

Also, you as a traveler should inspect your mattress at EVERY hotel you stay at for bed bugs and bodily fluid stains before accepting your room. From the cheapest 1 star Travel Lodge to a 5 star JW Marriott. Check your mattresses.

Edit to address hotel reply: Yes, I did ask if they offer an upgrade as I know some do, and some don't. They stated they did not have any available - which is fine. This does not excuse the condition of the mattresses - I would have gladly accepted another king room. As a matter of fact, housekeeping offered two suite rooms which had the worst mattresses of all. You even bothering to mention this is a detraction that you are selling hotel rooms with unsanitary mattresses . I'm shocked you even addressed comparing your hotel to the HGI when the basic of the room - a clean sanitary mattress - should be a given at ANY property you stay at. After tax my room at the BWP was $90. I paid $150 at the HGI so I could have a clean room, and they don't offer suites at all. So making this about an upgrade is absurd when it's about your filthy mattresses that I will now provide to Best...