Four Points by Sheraton Houston Hobby Airport — Hotel in Houston

I waited a while before posting this review, to see if my communication with the hotel management would give me a better feeling about everything but they, like their hotel, are failures.

Upon my arrival on Friday June 27th, I stood in the lobby awaiting for another guest to check in. I was immediately disgusted as the front desk agent began coughing without covering his mouth, showing no type of couth or proper hospitality training. No etiquette AT ALL!

As he checked this guest in, who had NO Bonvoy status (I am titanium elite), he informed her that he would “hook her up” and that “somebody is gonna be mad” in regards to her getting a room on the ground level. He then also began to ask her for a tip since he gave her a better room option, who does this!!! At no time have I EVER heard a front desk agent be so egregious.

After checking her in, I began my check in process. At no point during my check in was I treated with the Marriott professionalism I am accustomed to at every hotel I visit. I was not offered any welcome points or breakfast in the lobby. I was not told about any amenities in the hotel. I was simply given a key to a room on the 4th floor and told that the elevator was not working. At this point I become furious because the woman before me got a room on the 1st floor but your status bonvoy member has to carry bags up 4 flights of steps! Some will say this review is mostly me complaining that I didn’t get treated according to my status, this is not the case. I am complaining at the lack of professionalism exuded by the staff and telling you to expect hourly rooms for rent treatment.

Housekeeping never came to my room for service. I know this because I was in my room until 415pm one day. In addition to that, my bathroom was not adequately stocked. When I took a shower, my body wash and shampoo bottles were empty. I sought out housekeeping and they said they don’t have anymore and offered me packets of shampoo. I asked the front desk as well, they too did not have any. Housekeeping finally knocked on my door with a big gallon bottle ready to refill my body wash. I read the bottle and it said “shampoo” I told them no.

This hotel does not live up to the standards of the Marriott. This feels like it’s a slight step above Motel 6. I have never been so disgusted with a hotel in my entire life. The AC was provided by a loud unit in the room, not central air. The elevator never started working. If I had know this hotel was a low quality hotel I would have booked elsewhere! STAY AWAY! Maybe they’ll get shut down and turned into a Chick-fil-A, better use of the space!

Back to their lackluster management - I emailed their GM with my concerns while still being checked in. He didn’t even have the decency to respond. Instead he forwarded the email to the front desk manager. She emailed me trying her best but ultimately the GM should’ve been handling this. Their guest relations was on the CC line along with about 4 others. After telling them how dissatisfied I was with the managers reply nobody ever stepped up to say anything else.

Again - DO...

Being a recent SPG member and having stayed in Sheraton hotels across key cities including Lagos, Algeirs and Düsseldorf my 1 night experience in this hobby airport location was far below expectation and outright regretful.

I had booked and paid for a king size suite at this hotel and having arrived quite late in the night with my entire family (unfortunately) in tow our room was changed right at the point of checking in to a double bed room at the same rate might I add . Which we had to accept because we were all too tired to argue and just wanted a good night rest after spending close to 14 hours of travel across 2 countries and 3 airports.

We settled in and tucked our kids into bed only to hear 7 other guests drinking and having a conversation right outside our room door by midnight , this was strange and very disturbing because being very new in the city I and my family did not feel safe or comfortable enough to get the much needed bed rest we bargained for.

Upon reporting to the hotel staff the response for that disturbance was that "we have a full house this weekend " and that's why guests can't restrict or limit their drinking parleys within their rooms or indeed the hotel bar .

Though we intended to stay much longer we had to check out immediately to a much saner hotel at an even better rate for the right kind of room we booked for in the first place.

Of all I and my family had experienced in this 4 points or "0" point by Sheraton location the lowest blow was the rudeness and insensitive attitude of the GM of that hotel which bordered on lack of professionalism and out right uncouthness. After placing our complaint her response was I don't care , no refund , no compensation and she ended with "this conversation is over " right to my face. so take a hike" ( my words but from the context of that conversation that should fit right in when the GM stopped talking)

Sheraton is indeed a premium brand so I am utterly shocked as to why and how this location is actually branded as one. Never again will I or anyone remotely associated with me be allowed to go that hotel. It is unsafe and the GM is not at all concerned with your comfort or safety but more concerned with tricking guests to pay upfront for crappy and shabby service because she knows once you step foot into that hotel you will want to check out or wished you booked for only one night. My advice to the public please if you must ,limit your booking to one night or better still there are 100s of better hotels in better safer neighborhoods, more serene ambience and much more pleasant staff + facilities and close to both airports in Houston at even better rates you just need to search...

My husband and I reserved for 3 nights (7/28/18 - 7/30/18) through Expedia, we were given room 214. I woke up during the night to use the restroom and to my surprise there were 2 roaches, 1 big one all over the mirror and another crawling all over the floor! We took pictures then my husband went to the front desk and reported it to the older man that was at the desk and showed him the pictures. My husband came back shortly and informed me that the man at the front desk didn’t do/say/offer much to him other than tell him the manager would not be in till 8 a.m. Worst thing for us was that front desk was not at all surprised about what we had just reported making us think that this was a common occurrence. At that moment we DID NOT feel comfortable at all staying and since they did not even offer to change our room, so we just start packing the few things we had taken out and then we see MORE roaches appeared crawling all over the room floor!! We knew we were doing the right thing in leaving! As we were leaving we told the same front desk person that we had found more roaches and because they weren’t willing to do anything about it, we were just checking out and wanted a refund for our remaining 2 days. He again says the manager is in until 8 a.m. so we provide our cell phone number and tell him to have the manager call us once they were in. We contacted Expedia and reported it also, they called the hotel and received the same “manager in not in till 8 a.m.” response. At 8:30 we contacted Expedia again to see if they had received a response from the hotel and because they hadn’t they again called them and this time they spoke with Valerie who told them there wouldn’t be a manager that day (Sunday) and we had to wait until the following day when one was in because she could not do anything. Expedia said they would continue to work on our complaint and let us know the response once they received one. We did not receive a response until 2 days later, and for the hotel to claim that they would not refund us because we left the property without reporting the incident!!! What!?!? Obviously the front desk man NEVER forwarded our complaint and contact info to management or this hotel just ignores any complaints because they KNOW they have a roach problem. It’s extremely upsetting to know that they are getting away with taking customers money knowing that they are not providing a clean place to sleep. I provided the room number in this post in case you had/have a similar situation and it’s a different room it PROVES that this hotel in completely infested and it’s not...