Holiday Inn Houston S - NRG Area - Med Ctr by IHG — Hotel in Houston

What was supposed to be a very exciting weekend to enjoy a concert at very nearby NRG stadium (Which is why we booked in the first place) turned into a nightmare very quickly. After arriving around the posted check in time (Along with what seemed to be at least 25 others) and waiting in the long line to check in (at least 20 minutes from when we entered the line to when we reached the front) is when everything took an immediate turn as when prompted for the name on the reservation, the employee at the front desk looked perplexed and then proceeded to ask if it was under another name... (mind you, we DID receive a welcome email 48 hours PRIOR to check in, indicating all was well on the hotels end and they were prepared for our arrival) After indicating he could NOT find our reservation he went off to "Talk to his manger" in the back (Not a good look when the line for check in is 20+ deep and the "Manager" is hiding in the back not helping the other employees in what looked to be a stressful situation) He then returned with an explanation of "Your Reservation was Cancelled"... We then asked how that is the case? We were provided with not much explanation or concrete evidence to back up what was being told to us about how it got cancelled at the 24 hour mark prior to check in... From there absolutely no resolve was offered to us for what appeared to be a total fault of the hotel itself! We had to then ask about any availability... (Mind you it was a sold out concert so there was no chance they would have any room for us since when they cancelled ours last minute they resold it immediately to someone else!!) From there no other options for lodging for the night and the next night (It was supposed to be a 2 night stay) were offered to us. We were left with no where to go and no resolve and left scrambling to find a place to sleep nearby with a sold out 2 night concert going on... It was utterly embarrassing on the hotels part to not have a solid policy to provide us for what felt like a total fault on their end for the cancellation, not much of an apology at all, and no resolve for us leaving us to walk out and have to find new accommodations. BEWARE when making a reservation here that they will cancel you with no real reason and no resolve so you better hope there are extra rooms available when...

Desk clerk scanned my card and told me no charges would be applied to my card until we checked out.

That was a false statement, they put a $500.00 hold on my bank account without notifying me.

The first room they put us in did not have the a/c working so we had to re-pack and move to another room.

They should have known this and not put us in that room in the first place.

The second room they put us in the cold water in the sink and shower worked the first day.

The next day my wife got in the shower and was scalded by boiling hot water.

This was immediately reported to the front desk. They sent a man to check it out. He said he would be back to fix it but never returned.

I called the front desk to see what was being done to resolve the problem.

They replied that there was nothing they could do to fix the problem and that the only solution was to move us to another room.

Again!

I told the person at the front desk that that was not a viable solution and that I was not going to re-pack everything and move again, that would be ridiculous.

If we had moved again I'm sure we would have found another problem since it is obvious that whoever is managing this property is not keeping up with status and maintenance of the rooms.

I called the corporate office and they too were unable to help me.

For some reason every time we started to discuss a solution or some form of compensation, to which I believe I am in titled to, they would cut me off.

I had to call back 4 times!

Each time I called they took my number to call me back in case we were disconnected but no one ever did.

Each time I had to start over and explain again the reason for my call.

The final person I talked too finally told me there was nothing they could do.

The most they did was get the front desk to send me two vouchers for a free breakfast in the hotel lobby.

In my opinion I should be refunded my stay for the inconsiderate way we were dealt with.

I do not believe we are asking for to much to have air conditioning and hot and cold running water in our room especially on some of the hottest days...

This is the worst Holiday Inn I have ever stayed at. We stayed here because my husband was having his stem cell collection done at MD Anderson Cancer Center that day, and we do not live in Houston. I checked in by myself as I had dropped off my husband at the hospital and would be picking him up later. At the front desk I encountered

Justina, she was very unprofessional and spoke to me in a condescending manner. I had booked through my IHG app, and used

my husbands credit card to book the room. Because he was not with

me, and because I didn’t physically have his card she deleted his card from my reservation, and started flexing her front desk clerk muscles

and speaking down to me, telling me I could be lying about being

married and kept telling me she was just doing her job like I’m some kind of credit card scammer. While she may have been doing her job,

she did not have to talk to me like she did. I frequent holiday inn

chains a lot and never have had a employee speak to me like this. Because of my husbands cancer we stay for long term stays. The one

prior to this was a 3 week stay, and I didn’t like that place, so we were

scoping out new places to stay for our next 2 week stay. Needless to say this holiday inn will not be getting my business.

When I was able to get into my room, it smelled like mildew. It was

bad. I also found a small roach in the room ( which I took a photo of). I went back down stairs and spoke with another front desk clerk, who

was not power tripping Justina, (she was very pleasant and polite),

and explained the situation. She gave me a another room to check into and the smell was better. It should be noted that it took almost 15

minutes to get hot water for our showers, and the toilet kept clogging up.

Staff in the bar/restaurant were friendly and the food I had was good.

Also not anywhere mentioned on the website is a $50

Per day...