Best Western Plus Houston Energy Corridor — Hotel in Houston

Response to Owner: Dear Ms. Vega,

Please be fully transparent: we only spoken 3 times. Once at the front desk for new towels. Once via phone because the hot water went out, 16 hours earlier. And at check-in, when you switched my room without me knowing.

Not once did you say you were the manager. Not once did we speak about my issues. The closest we got to speaking regarded the leaking AC. You were in the background, giving the male receptionist a timeframe on when I could move. Which never happened. And the AC continued to leak and mold for 13 days.

Interesting how you take the staff that provided good customer service and throw them under the bus, defend the staff that provided poor CS, and lie to protect yourself. It says a lot.

Due to a very complicated family situation with issues dating back to before I was born, a struggle with my cat's health, and needing to find a place to move, I booked a 19 day stay here. And I just checked out yesterday.

In order to not go over the character limit, I’m leaving a pro/cons list, with /some/ of my cons.

Pros: Maintenance, Repair & 5th Floor Housekeeping would go out of their way, the few times I interacted with them, to do more than asked or expected. In my experience, you can rely on them. Also, if the room didn't have any issues, room itself would be a 4/5. And, the hotel is near a lot of great parks.

Cons: Secondhand smoke in room from Day 1; never fully dissipated

• Note: I had a pet with me. And I have a childhood history of asthma, pneumonia, and ER hospitalization due to secondhand smoke

AC leaked water for the entirety of stay; weird smell; lightheaded when close

Mold growing on leg of the chair next to AC

Hard to breathe in general w/o AC

Windows aren't properly sealed, which is how the smoke/humidity got in

Room wasn’t thoroughly cleaned to advertised C-19 standard. Remote, phone, desk chair, and countertops left brown residue when wiped with Lysol wipes

Flies in room, which grew over time. By Day 11, I tried to kill 20-30 flies in one day

On Day 12, met two of the world’s laziest spiders

There was an interesting hole in the bed headrest, right underneath where I sleept

"X" marked in bathroom had a different meaning post hole discovery

Chips tucked into bed instead of being cleaned out

Cons, Receptionists & Management: Was denied a room change on Day 2, when I asked to move to a non-smoked room:

• Recep initially insinuated that I was lying
• Said someone would come check room in 15mins
• No one came after 1.5hrs
• Went back to front desk; was given multiple excuses as to why I couldn't be moved
• I reminded her that she said she would send someone to check
• She came up, took one literal step inside, said she couldn’t smell anything

Was told manager would be informed of issue & stop by on Day 3; haven't heard from them as of 6/20

Was moved to another room prior to check-in, without being notified at all

• Note: When checked in, was given two choices by the person who's responding to these reviews: a 4th floor room, and Room 512, both towards the end of the hotel. I never knew I was booked for Room 109. Only found this out because the Day 2 recep (diff person) said I'd already switched rooms.

Asked to be moved after discovering leak and unsealed window; was told I would receive a call in 1-1.5hrs when new room was ready; Was never called

Recep/Manage staff did very little to help during my entire stay.

Overall, I could never recommend this hotel. I'll never use Best Western again after learning how wide the variance of quality service is. I had too many personal issues to let this upset me. And I couldn't run the risk of something happening to my items or my pet, and getting the runaround again.

As someone who's worked in the Service industry, and currently works with people from all types of backgrounds, I know how poorly some people treat CSR's. But, I also know CSR's that don't care.

So, if you don't need management's help, you'll have a great stay. If you do, you'll leave a 1...

This review is a formal complaint regarding a deeply unprofessional and unsettling experience I had at this hotel. I have been a paying guest for over a week for my job. The two company vans I brought are essentially mobile billboards, clearly marked with our company logos and parked in the lot for all to see from 6 AM to 9 PM daily. Despite this, I was treated like a trespasser and a criminal by the manager and another employee. The incident occurred after I had finished my dinner at a neighboring restaurant. As I returned to my vehicle, I noticed the manager and another employee following me. They did not say anything initially but waited until I unlocked my company vehicle. Only then did the manager approach me, demanding to know if I was a guest. I explained that my key card was in my room, but she insisted on escalating the situation, creating an embarrassing public scene. What followed was a baseless interrogation. I had to prove my residency, which I did, but by this point, the encounter had become heated. I felt I was being targeted and profiled, likely because I had my shirt off and have tattoos. This manager's behavior was not only unprofessional but also discriminatory. Even after I verified that I was a registered guest, she continued to lecture me. When I finally said, "We are done," to end the uncomfortable confrontation, she became visibly angry and threatened to kick me out. It is completely unacceptable to be treated with such hostility and suspicion when you are a paying customer who has done nothing wrong. The other employee present had even seen me in the hotel's breakfast room just hours before, yet they still chose to confront and humiliate me. This experience was not just disrespectful; it was a profound violation of trust. I do not recommend this hotel due to the blatant disrespect, lack of professionalism, and discriminatory profiling from the staff.

Regarding the incident on Tuesday August 19th 2025, I am writing to formally address the circumstances and clarify several key points. First, I wish to state that I have been consistently parking my vehicle in an almost identical location for approximately the last week and a half. Second, I must point out the significant presence of your employees. On the morning in question, I was observed by one of your staff members while eating breakfast. I also had a verbal interaction with her, during which she informed me about the policy prohibiting the use of personal cups with the apple juice dispenser due to COVID-19 safety measures. This prior contact with an employee establishes a clear timeline and my presence on the premises. Furthermore, it is my understanding that I was followed a considerable distance—nearly a football field—by a manager and an employee. I find it difficult to reconcile how, given the close proximity and the established pattern of my presence, my vehicle's security features were not observed. My Ram ProMaster has a robust security system; when the vehicle is unlocked, all lights—including the mirror lights, lights on the top of the cab, headlights, turn signals, and brake lights—are activated simultaneously. This highly visible sequence makes it virtually impossible for the unlocking process to go unnoticed, even from a distance. The assertion that the sun could have obscured this event is not plausible, as the vehicle's signal safety is a well-documented and core feature. I trust this detailed account clarifies the situation. I am available to discuss this matter further at your...

Just two days ago, I was traveling and had booked a room here since Aug. Because I had my debit card hacked, I had to ask for a new one, and it had not arrived by the time I had to be @ Houston. Upon arriving to check in, they wanted to charge a $50 plus dollar fee. I was using my wife's debit card, as mine h been hacked and had to cancel it just a few days before having to fly out. They declined to use my wife's card, stating she had to be there. I had no car rental, arrived there on an Uber, and I was not allowed to check in to the room, I had paid for two months ago in advance. We did use a third party website to get a good price, however, I was not allowed to check in, as they insisted my wife had to be there, yet she was over 500 miles away. They were willing, to leave a customer, stranded, and not check in to a room, that I had paid 2 months in advance. I had told them, that this should of been charged upon the payment that I did ahead of time. They refused to allow me to check in. When asking for a refund, they kept bouncing me back to the third party that we booked with. The third party website stated that all that had to occur for us to get the refund, was to get an email from Best Western, that they approved the refund with no penalties. Doing this took a constant bouncing back and forth that left us with nothing but disrespectful treatment from their staff. The front helper Kimberly had her hands tied, yet the upper management refused to help or answer anything. Now out of town, we had still tried to get a hold of anyone, and their manager "Flo", never called us and had a very rude woman answer for her and tell us within the same day, "she's in a meeting, she can't take your call but will call you tomorrow", or "she'll call you today," to "she will call you tomorrow" to "you need to contact the third party" (which we did, yet they needed Best Western and in this case their supervisor "Flo" to speak with us and send the e-mail to the third party. Then we were lied to, stating that "Flo" had already spoken to us, which is not true. "Jessica" at the front desk refused to help us, and refused to give us a name or number of anyone that was above "Flo". Worse, "Jessica" was very rude, and literally, hung up the phone on my wife and I. My experience is this, not that I am expecting royal treatment, but fair exchange of what I paid for. And if they are willing to treat customers, and worse yet, people traveling and not having any other recourse like this, this is not a business I would recommend to anyone. I was not asking for charity or a freebie, I had fully paid, IN FULL, for a room, and it was denied, and afterwards, they did nothing to help a customer, but literally,...