Comfort Inn & Suites SW Houston Sugarland — Hotel in Houston

The check-in process was extremely slow. I won't blame the front desk as much as it was the guests checking in before me. My only issue was that they assumed I was with that group. I'm 41. The group in front of me with the issues were early 20s at best. Again, I won't blame the desk much for this due to the group's actions in front of me.

Other issues were the condition of the entire hotel as well as the room. I took pictures of how dirty the carpet was throughout the hotel. There was trash near our room door from the hallways not being properly cleaned. Stains on the wall as well as the sofa in our room are visibly old and worn.

As to my biggest concern...I feel as though I wasted my points on this hotel which is outdated along with extremely poor professionalism. I had an event in Sugarland which is about an hour away from my home. I decided to use my points to stay here as opposed to driving back home on Saturday and then making the hour drive again on Sunday afternoon. On Saturday at check-in, I asked for the late check out. I was told that would be noon on Sunday which was perfect for me. On Saturday evening, I confirmed this with the young man at the desk named Fred.

Now, on Sunday morning, housekeeping knocked on the door at 11:04 AM as I was entering the shower. I informed the lady that I had a late checkout and gave the name of the young man at the desk. She stated she was unaware and would check at the desk. At 11:20 AM, she returned saying there were no late checkouts. I informed her that I was getting dressed and would check out before noon as requested and granted (again, I had just gotten in the shower). At 11:40 AM, another lady knocked on the door (her name was Karla). She was extremely rude and disrespectful. Stated that the hotel does not grant late check-outs. She then said she's the only one who does the late checkouts. When I called her out about that discrepancy, she began to continue banging on the door. I informed her of the interactions from Saturday evening about confirming the late check-out and she responded, "She did not see it nor cared." I just replied that I would check out by noon and for her to have a nice day.

The only thing she did professionally was give me her name. I'll say that was only after I asked for a pen to write down her name and she refused until she realized that I would file a complaint. I then asked for a receipt and she initially refused that, saying that I had used points for the stay. I calmly asked again and stated that I was charged for incidentals and I wanted a receipt because I could not trust anything after the interactions with her. She complied. There was a $32 charge that she could not explain but swears it will not affect my account. I have kept that receipt to ensure it is not on my credit card.

Sorry for the long message, but I have been a Choice Privileges member for a long time. This is by far the worst experience. I’ve had bad rooms before and the staff accommodates me with a move and are always respectful and professional. I have never experienced a Choice Hotels staff member being so outright disrespectful towards not only a Privilege member but any guest at all. This was by far the worst experience and a waste of my points. I am seriously considering sticking with other hotel chains moving forward if nothing is done about...

If I'm being upfront, this was by far the worst experience I've ever had with your chain of hotels. This was the only Comfort Inn I've ever felt ashamed to have stayed at, and the only part of the visit I'm grateful for was that I didn't pay cash for such a miserable experience. Still, it was a waste of loyalty points, and I perhaps would have been better off sleeping on the road.

The hotel was poorly maintained and filthy, to start with. It was very clean in the foyer and at the receptionist's desk, but once you get to the elevators, the illusion fell apart.

I had booked a suite and a double, and the suite did not have sheets or covers for the futon to start with. I went to the front desk to request those, and I was told that they didn't even have any blankets, so I was given an additional sheet. I requested this room for my family for my daughter's seventh birthday, so I'd hoped to prepare the room before the rest of our group arrived-- only to find both rooms filthy and lacking.

The couch pillows on the futon were horribly stained, and they hid this by tucking the stained portions of the seating pillows under the back ones, so that it wasn't immediately evident. The futon itself was bare underneath them, and also riddled with stains. It did not inspire confidence within me, even once I'd covered it in multiple layers of sheets- only one set of which was provided by staff. Worse yet, the air conditioner was growing mold, and my family reported headaches when it was running, but the room was too hot to leave it off. The panel had been kicked off of the elevator, and the hotel's hallways had an unbearable smell even just beyond the front desk. The back door did not lock, and the pool also did not have one-- so anyone from any place could stroll in at any time. It made my family, including my freshly seven year old daughter, feel incredibly unsafe. This is even with any semblance of numbers.

Similarly, the door keys were rather janky, and rarely functional. I had to get them reset three times, and they had barely worked even when we first received them. This, too, gave us nothing but trouble. All in all, we felt very unsafe and insecure, and that made it difficult to relax comfortably.

The pool was, like the rest of the hotel, dirty and poorly maintained. It was full of dead bugs, and had a strange odor, like the rest of the building. This is especially unfortunate due to the fact that the pool was what we'd booked the hotel for to begin with.

All in all, I would not stay here again, and I will be dissuading my family members from doing so moving forward. Do not come...

If I'm being upfront, this was by far the worst experience I've ever had with your chain of hotels. This was the only Comfort Inn I've ever felt ashamed to have stayed at, and the only part of the visit I'm grateful for was that I didn't pay cash for such a miserable experience. Still, it was a waste of loyalty points, and I perhaps would have been better off sleeping on the road.

The hotel was poorly maintained and filthy, to start with. It was very clean in the foyer and at the receptionist's desk, but once you get to the elevators, the illusion fell apart.

I had booked a suite and a double, and the suite did not have sheets or covers for the futon to start with. I went to the front desk to request those, and I was told that they didn't even have any blankets, so I was given an additional sheet. I requested this room for my family for my daughter's seventh birthday, so I'd hoped to prepare the room before the rest of our group arrived-- only to find both rooms filthy and lacking.

The couch pillows on the futon were horribly stained, and they hid this by tucking the stained portions of the seating pillows under the back ones, so that it wasn't immediately evident. The futon itself was bare underneath them, and also riddled with stains. It did not inspire confidence within me, even once I'd covered it in multiple layers of sheets- only one set of which was provided by staff. Worse yet, the air conditioner was growing mold, and my family reported headaches when it was running, but the room was too hot to leave it off. The panel had been kicked off of the elevator, and the hotel's hallways had an unbearable smell even just beyond the front desk. The back door did not lock, and the pool also did not have one-- so anyone from any place could stroll in at any time. It made my family, including my freshly seven year old daughter, feel incredibly unsafe. This is even with any semblance of numbers.

Similarly, the door keys were rather janky, and rarely functional. I had to get them reset three times, and they had barely worked even when we first received them. This, too, gave us nothing but trouble. All in all, we felt very unsafe and insecure, and that made it difficult to relax comfortably.

The pool was, like the rest of the hotel, dirty and poorly maintained. It was full of dead bugs, and had a strange odor, like the rest of the building. This is especially unfortunate due to the fact that the pool was what we'd booked the hotel for to begin with.

All in all, I would not stay here again, and I will be dissuading my family members from doing so moving forward. Do not come...