Four Points by Sheraton Houston West — Hotel in Houston

So from the time I walked into this hotel it has been complete and utter chaos. It was 2 couples mine and my brother in laws. My sister in law went to check in and pay for incidentals.She checked in and when it was time to pay the $25 for incidentals the WiFi went out.

We were then informed by the guy at the front desk that he would no longer be able to check us in. At that point we’re like ok we’ll wait and see if the WiFi comes back but after 45 mins I called the Marriott reservation line and asked what can be done.

They informed me that the front desk could check us in manually but they refused to do so as both of them were new employees. Now there were about 4 families trying to check in with confirmation numbers in hand. After waiting a few more minutes we decided to give the guy at the front Andre our contact information so he could call us if the situation changed.

So we left to get food and I called back around 1:20 am to check the status and Andre let me know there were no updates and that basically his hands were tied. I mentioned manually checking in and both guys at the front said help tech would have to tell them to do that. Plus they both kept saying they were new and had just started. So for our anniversary we ended up sleeping in our cars. This was mortifying and nobody apologized for this inconvenience.

This morning I called around 8 am to check the status since both the bookings were paid for, Saanvi told me she was the only one there and that the WiFi was back but now the system was down. She told me the manager Reba would be there at 9 and she was the only one who would be able to rectify the situation and accommodate us for such an unfortunate turn of events.

I called at 10 am and Reba was not there. I called at 2:45 Reba was still no where to be found. Saanvi told me she would be there at 3. I called back at 4:02 Saanvi told me she would be there at 4. I was beyond frustrated. I called the customer service number again and she said this should’ve never happened and finally someone apologized.

I made it back to the hotel after having to go shower at the gym because the room I paid for wasn’t available last night. I walked in and Reba was at the front desk. I told I had been waiting on her and I needed to know how she was going to help correct the fact that we were unable to sleep at the hotel last night. Do you know this lady offered me 10% off and points. The icing on the cake was Reba ended up charging me for Friday night and Saturday night upon checking in mistakenly then she charged me again for just Saturday night. So I now my account shows a $249 charge and a $124 charge for me staying at this hotel for 1 night.

This has been the worst experience of my life. Nobody tried to make it better, nobody had the knowledge and it’s disheartening that this is your field of expertise and you’re clueless.

Reba should’ve canceled the first reservation and then only charged me for one night so that my anniversary weekend would not have been further ruined.

I am posting this review so you can be aware and so that it doesn’t happen to you. The hotel needs a thorough training on policy’s procedures and what if’s. They should...

If I could rate this beyond a 1 star I would , this by far has been THE ABSOLUTE WORST hotel experience I have ever had , for starters I’ve visited here for over 2 years now , prior to the current management everything was amazing with no issues and no complaints including fabulous customer service, as of recent everything did a total 180 with customer service. The oversized woman who I believe is jasmine due to her personal claims as the manager has one of the worst attitudes and nastiest dispositions I have seen towards any customer at this property thus far.

Since I have been coming to this property for 2 years, the ice machines on the4th and 2nd floor are usually non working. When I asked for ice I received a viper type of attitude, which was ridiculous. The next day I paid to extend my room. She told me it didn’t go through, which was very peculiar, since I literally just paid. We went through a whole debacle, and in the debacle she “claimed” that my payment didn’t go through because I didn’t pay my incidental fee( which doesn’t n make any sense). Only because since I’ve been coming here, I’ve never received an incidental fee ;hence one of the reasons I always choose this hotel. So we finally came to the conclusion that I just needed an authorization code from my bank. My payment was solid after that no problem.

Fast forward to today, I was in the hotel for a full night. I then booked yet another night and the payment went through immediately after. I then was under the assumption that since I’ve been coming there for so long they just automatically knew that I was going to come down and re check-in. When Ami finally went down after 4pm to add ice cream to my room; I was told I needed to check in, even though I already had been charged for an extra night.

At this point I was blindsided, I had no idea that I had to pay extra. This very rude and insincere front desk agent was telling me it was because when I checked in my card declined. I then asked her if my card declined when I checked in, then how was I able to check in? She seemed lost and confused so she was supposed to call her manager, but the oversized woman never came to the front to talk to me! She came back with Amit saying I was charged $135 initially but my card only approve them for 66, which is what I usually pay. So I was confused on why I had to pay $135. I then called my sister on speaker to verify everything since she’s been working for Marriott for over a decade. She kept interrupting my sister and I’s conversation. I explained to her that I didn’t understand why she was so frustrated since I was only trying to understand where my money was going. She then said she was going to cancel my reservation. I completely cussed her out, because, I was over the belittling attitude and the condescending statements, just because I was confused.

I will never give this property my business just as long as the current staff keeps their positions. They do not need to be in customer service. None of them posses any patience, understanding, or empathy for what their customer go through. They should all be fired and this property needs a complete...

[tl;dr] This location is only pet-friendly to pets weighing 40 lbs or less, despite what they tell you over the phone and what is written in their pet waiver.

A week before I was scheduled to arrive, I contacted the property and asked for specifics about their pet policy, and whether or not there were any fees or deposits that needed to be paid for the 2 dogs I would bring. I was told there were no extra fees or special policies, I just needed to crate my dogs if they were going to be left in the room unattended. When I checked-in, I was asked to fill out a pet waiver. It was a simple 2 pages, the first page asked for my initials to common sense rules such as keeping my dogs out of the restaurant, away from the pool and the front porch entrance. No problem. I noticed that one of the rules stated that my dogs couldn't be left unattended in the room, not a major problem, but it conflicted with what I was told over the phone. The second page asked for information about my dog such as name, breed, and weight. I don't own a 'bully-breed" and I accurately listed my larger dogs weight as 80 lbs. I returned the completed pet waiver and checked in without any problems. As I was getting my dogs out of my car, I noticed that the 2nd desk clerk, who was chatting it up with a pizza delivery guy as another clerk checked me in, had stepped out onto the front porch and was staring in my direction. She walked back in and a few minutes later I headed in with my dogs. When my boyfriend and I made it into the lobby with the dogs, both clerks were standing in front of the sliding doors, and while the woman who checked me in oohed and aahed at my dogs, the other woman began shouting "what size is that dog?! what size is that dog?!" I was caught off guard, so she repeated herself several times before I responded "what do you mean?" I had written his weight in the waiver and she could clearly see that he was the size of a lab or golden retriever. She asked how much he weighed and when I said 80 lbs, she responded that the limit is 40. I told her about the call I placed seeking specifics, and she acted as if I was lying, because "they would have said it was 40, cause it's the policy." I was in shock, and basically stood their like an idiot because she was being incredibly rude and confrontational and I had no prior knowledge of the weight limit because I wouldn't have risked being turned away at the last minute due to my dogs size. She said she'd let it slide this once, but she'd have to put it in her MOD report, whatever that means. The remainder of my 2 day stay she was continuously rude and I was uncomfortable walking my large dog back down through the front doors to take him outside because she gave me dirty looks every time she saw me. I briefly considered that maybe she just has an abrasive attitude, but I let that idea go when I realized how friendly she was while chatting up the pizza boy, a security guard when I returned to the desk to ask a question, and...