Club Quarters Hotel Downton, Houston — Hotel in Houston

Dear Quarters Hotel Management, I usually do not do this but I am writing to express my disappointment regarding our recent stay at your hotel during our annual competition weekend. We had high expectations based on the information provided on your website, but unfortunately, our experience fell far short. Room Discrepancies Firstly, trying to figure out the system to get our key, we had two staff members just standing there at service desk, no assistance at all, The room we requested did not resemble anything we saw online. The images and descriptions led us to believe we would be staying in a comfortable and well-appointed space, but what we encountered was quite different. This discrepancy significantly impacted our overall satisfaction. Elevator Issues Additionally, we experienced issues with the elevator. Instead of stopping at the second floor as intended, it took us all the way up to the fifth floor. This added unnecessary confusion and inconvenience to our arrival. Valet Service Delays We also faced delays with valet service. Although the valet staff were doing their best under what appeared to be short-handed circumstances, we found ourselves waiting longer than expected for our car. This was frustrating, especially when trying to manage our schedule for the competition. Lack of Basic Amenities Moreover, there were no dish soap or cleaning supplies available in our room to help wash dishes after using them, along with one small trash can but specifically states " please help us recycle" on a housekeeping options Note.This lack of basic amenities made it challenging to maintain cleanliness during our stay. Plumbing Issues Another significant issue was with the toilet in our room; it did not flush properly. We attempted to contact the help desk for assistance but encountered difficulties using the phone in our room—it only worked on speaker mode. After finally managing to dial out, we were still repeatedly being disconnected. You could hear someone answer and disconnect Communication Challenges In an effort to resolve these issues, I tried reaching out to the help desk using my cell phone but faced disconnections yet again. Ultimately, I had no choice but to go downstairs in search of assistance. When I approached an employee for help, her response was less than reassuring—she simply stated “uhhh yeah,” which did not instill confidence that my concerns would be addressed promptly. While going down to the front desk we had a lady just sitting there , did not stand up and greet, as if we were a bother, communication was just plain horrible and rude. As guests walking in staff were not promptly greeting or assisting, instead sitting and communicating with each other with very unprofessional words.

Important Clarification I would like to clarify that while your menu states you have vegan options available, two items on the menu that states are vegan —Spinach Artichoke Dip and Garden Salad—are not suitable for vegans. • Spinach Artichoke Dip: This dish contains dairy products, which makes it unsuitable for those following a vegan diet. • Garden Salad: Although the salad itself may seem vegan-friendly, the feta is not

Conclusion As loyal guests who have attended this competition annually, we were eager to try a new place for our stay this year; however, this experience was beyond ridiculous and has left us reconsidering future visits, along with letting others know our experience. I hope you take these concerns seriously and work towards improving your services for future guests. Thank you for your attention to this...

Situated in a great location in the heart of the city in Downtown Houston with convenient access to the MetroLine Rail which is less than a 5 mins walking distance (Red line from Main Street and Green and Purple lines from Rusk Street). I was able to move around the city fairly easy.For hotel facilities, I liked that there was a gym with free access, which included TV entertainment and a free-access laundry room with both washing machines and tumble dryers. There were drinking water fountains on each floor corridor for guests to refill on water and keep hydrated instead of requesting for more water bottles in their rooms. There were also vending machines available if preferred.I was a little underwhelmed with the appearance of my first room. The weren't clean from the outside which affected my view. The bathroom mirrors were stained and the room space felt small even as a single guest. There was no mini fridge which I've found to be a hotel room standard and it would've been practical for storing cool drinks and snacks especially in the Texas summer heat. However, there was manually controlled air conditioning which helped. There was also no safe in my room for me to store my valuables and important travel documents which I found puzzling. Hence I requested a room change which the staff assisted me with. The second room was much better as it was a larger space which included an additional arm chair along with a small kitchenette (mini fridge, microwave and a wash-hand basin). The room was cleaner, however there was still no safe. When I enquired about it, I learnt that only some of the rooms have safes which is odd to not to be a feature in all the rooms, so I shared this feedback. Overall, the room decor was simplistic and suited towards business trip/travellers which I didn't mind. However, the rooms could be refurbished to look more modern and minimalist.The staff were okay. They were helpful in assisting me with a room change when I wasn't happy but I didn't feel like I received exceptional customer service from any particular individual. Upon arriving, I didn't feel properly welcomed and informed about the facilities and a few staff members came across a little nonchalant in addressing queries and issues. For example, I requested a mini fridge to be added to my first room on day 1 which was meant to arrive the same day but instead arrived at my new room the following day when I made the room request showing a slow response time for when I actually needed it. Also my checkout process was very quick and I was informed that my deposit would return to my original payment card within 5 working days which did not happen and I had to follow up with manager who said he would email me to check in on the progress of the refund but I never received any further communication. I had to raise the issue with card provider who told me the the payment was marked as a pending refundable deposit and should the hotel not confirm my refund, then it would automatically be refunded back to my account after 30 days. It was extremely frustrating having to wait an entire month to receive a deposit, when I stayed in other hotels during my time in Texas whereby the deposit refund was instant upon me checking out. Needless to say that my overall experience was okay but could've been better, especially if I was staying there for the entirety of my trip. A few days staying there was enough and I would rate it a 3* rather than a 4* hotel...

I genuinely needed a few days to cool off before writing this because my experience was that frustrating. I drove in from Austin in the rain, already tired, only to circle the block multiple times because there was no space to pull over for valet. When I finally got close enough, the valets stood under umbrellas watching me struggle to unload rounds of luggage — not one of them offered to help. They didn’t even take my car; they told me to come back outside after check-in to give them my room number, which I’ve never had to do at any hotel.

Check-in was through a kiosk, which felt surreal for a hotel claiming to be 4 stars. One kind young man helped me, and I appreciated him, but the whole experience felt cheap and disconnected. The building itself is very old, not thoughtfully updated or decorated. My room had no internal lock, which made me feel unsafe, especially as a solo female traveler.

To make matters worse, I ordered DoorDash and they wouldn’t allow the driver to bring it up — fine — but no one called to let me know it had arrived, so it just sat downstairs. Little communication, little care.

When checking out, I texted for my car at 11:45, hoping it’d be ready by the time I was done. I checked out fine, but again, it felt impersonal and cold. I waited…and waited. 15 minutes, 30 minutes — still no car. Turns out they hadn’t even started retrieving it because of a billing error, which no one told me about until I asked twice. If I hadn’t kept pushing, I’d still be standing there, I swear.

Now I’m standing outside, with all my belongings, in downtown Houston, surrounded by unhoused folks. I don’t have an issue with them at all, but I don’t love being stuck in that situation for 30+ minutes with zero communication from the hotel. When I finally went back inside, the front desk seemed confused, said nothing was showing under my name, and seemed annoyed with me for being upset — after everything.

I’ve stayed in dozens of hotels, from budget to luxury, and I’m truly not picky. But this was deeply disappointing. Club Quarters markets themselves as a high-end experience, but what I got was the Spirit Airlines of hotels — confusing, cheap, understaffed, and frustrating.

I do not understand how this is considered a 4-star hotel. It honestly makes me lose faith in the entire star rating system. This experience made me question every booking I’ve ever trusted based on stars alone.

It pains me to say I could have stayed at any number of beautiful hotels in Houston that night for the same rate. I regret not doing so. This is the first time in a long time I’ve left a hotel experience feeling...