Sheraton North Houston at George Bush Intercontinental — Hotel in Houston

I’ve been this Sheraton on many occasions and I’ve never encountered a problem. However, this time was different. Susie was amazing, but when Naomi stepped in, things became horrible. I was having issues with my card, however, the room was paid for in full. Naomi was trying to charge $25 and refuse to allow me to block the incidentals and have a room for my stay. I ended up sitting in the lobby until I could figure things out. She then tried to offer to send me to another hotel who could accommodate me better. However, when I pulled myself together, I realized that the card that I had was my daughter’s closed account. So I approached the front desk with the appropriate card and everything went through. I even thought that Chase had blocked my card, because it’s what they typically do when I travel. But my real complaint, was how Naomi handled everything. She had no care or concern for my situation, and told me that Marriott does not block incidentals, which is inaccurate. I then later found out from other staff who were freely talking than incidentals are blocked all the time there, so I went to address this issue with a different manager named Drey, who approached me and said “what’s up.” I explained to him that I do not answer to those terms, and then he called me by my name. We had a great conversation after this, and he made things right. Before then, I went to the restaurant in the hotel and ordered salmon, grilled squash, and loaded, mashed potatoes. When I went to my room to lay down, I woke up, throwing up, sweating, diarrhea, headache, it was unthinkable. I asked for lays potato chips, crackers, and a gingerale from the front desk staff. They said that there will be a charge, even though I explained that I got sick at their restaurant. I had to wait hours for them to come and clean up everything after reporting this incident. After waiting for chips and a drink to help settle my stomach, I decided to take myself to the ER and was diagnosed with food poisoning. Thank God, I went to the ER because I was feeling horrible. When I returned back to the hotel, I spoke with Alisha, who took care of me with the highest level of professionalism. Jay, the other worker was on her phone on FaceTime and refused to get off of FaceTime to assist me. After I had to explain to her that I do not wish to speak with her while someone else is listening she told me that she don’t understand why she has to get off her phone. She later stated that can talk on her phone to anyone who she wants while working. She finally got off of her phone, but I had to request it more than one time just to be served. While Alisha was checking to make sure my key was working, Jay reads a note on the account and starts frowning. I asked her if everything was ok and she never responded. I asked her if she could read to me what she was reading and she refused and said that it was for her, and internal staff. I asked if the comment was about me and she stated yes. I asked her who wrote the comment and she stated Naomi. I asked if she could explain what was said, and she said I don’t have to tell you anything, and I’m not gonna tell you what Naomi said about you, it’s for us and not you. I was led to believe that Naomi wrote something bad about me and changed the view of the staff. I’m flabbergasted by this whole experience. Alisha, Drey and Susie were the 3 catalyst that tried to make everything right. Jay was rude and should stay off of FaceTime when dealing with guests. She was on her phone while others were checking in and while answering the phone and the person who she was on FTime with heard everything. Nothing was confidential and she didn’t care. She said she can do what she wants … ok ✅. I’m not trying to tell her what to do, however, if I’m addressing my account, she can’t be on FTime. The 3 mentioned were more professional and caring than Naomi who stated she was the boss and it stops with her. She pretended that she really didn’t have a boss.When I pressed the issue she stated he was on vacation and refused to contact him....

July2022: This location left me with mixed feelings and it deserves two stars, but squeaks by with three due to extenuating circumstances. Can workers improve or destroy the experience here and impact great customer service? The problems on this visit at this location were too much to give more than three stars.

About 0828,I called this hotel operator and waited outside at the designated airport location B103-Terminal B. Over 30 minutes later, a shuttle to the hotel passed by us speeding through the main travel lanes without stopping. About 0858, I contacted the hotel operator again to request the shuttle return to pick us up and was told it would be 5 minutes after she said she contacted the driver. The driver arrived at 0916...definitely not 5 minutes. This was just the beginning of a bad experience at this location.

We got into the hotel room and found that the toilet was not very functional as a toilet. My spouse had to flush and hold several times because of the water. Pressure was insufficient as it should be with a normal flushing toilet. The toilet continuously drained all night long while we were in the room. The refrigerator in the room was excessively loud and not as quiet as it should be while in operation. There seem to be missing bathroom items and a lack of towels. We went to get into the bed and found that there was blood stains on both sides of the bed sheets...See Photos!!! There were other potential stains all over the pillows and the rest of the linen did not appear to be cleaned as well as it should have been.

There was holes in the chair sitting off to the side of the room on both the Ottoman and the arm of the chair. Called down and spoke to Jessica about getting new linens and pillow cases for the bed. The housekeepers came to the room and we showed them the linens. We were able to communicate with the responding housekeeping staff and they were great. They brought towels for the bathroom that were missing as well as cleaned up the space before leaving. Those three ladies deserve credit for being what this hotel needs to keep customers happy with excellent after hour service. I noticed that there was a visible presence of a security patrol in the parking area. There was a lot of handicapped parking areas with accessible ramp and wide doorway to utilize. The elevator was efficient and there wasn't wasted time waiting on the ground level or any other level I checked. The fitness center was a well equipped and easily accessible location on the lower level. All of the machines were functional and in-service. There was a water dispenser inside the area for use. The was a small water dispenser in the lobby with citrus fruit added, so I checked it to see if it tasted old or inadequate. It was mild and adequate without overpowering taste nor sugar in the water. The exterior pool gate was closed and padlocked, but the pool appeared clean and functional. There was office space and meeting space throughout the lower level with television, telephone, computer...

First off I arrived at the hotel at noon and checked in with the mobile app and got a luke warm reception at the front counter. I was not given any recognition of being a platinum member by the staff. I get up to my room on the 10th floor which is the Club Floor and get to my room only to see there was no water in the room. To make it worse the water out of the faucet tastes like the pool. I asked room service for water and was informed I could purchase it downstairs and that the normal complementary bottles that are supplied at every other SPG property are not supplied here. So I then went to the club lounge to get water from the fridge. Only to notice that I was never given access to it. I then had to go back downstairs to get this fixed by an annoyed staff member. Upon getting back up to the lounge only to find that the fridge was completely empty but for a couple cans of soda. So no water for me. I should also mention that the club lounge was never restocked all day or cleaned. The same trash was never removed from the tables.

I returned later to the club lounge for the normal evening snack only to find nothing. I again went downstairs to inquire and was rudely told there would be something in the morning and was tossed a free appetizer coupon for their restaurant that was supposed to have been given to me at check in. Another fail for check in staff. At this point I refused to eat at their facility so I went in search of food outside only to find all but Jack in the Box, Chinese and Subway are open on the weekends. Everything else is closed. So I ordered Dominos. Also ordered a few bottles of water from them since it is cheaper then at the hotel store.

The bed is comfortable in this hotel but very well worn where people sleep.

To top it all off the food was not in the lounge by 6 am right before I had to check out so got no breakfast nor was the fridge restock by then. Worst club lounge I have ever seen. Not sure why they bother to have it.

I checked out and found about 40 people waiting for the shuttle bus to the airport. Staff inside were told of the issue and were dismissed by staff saying it was a very big bus. Plus the bus was already not running on time at 6am. Regardless to say the bus left about 10 people standing at the hotel waiting for it to return to include one very angry looking flight crew.

I do not recommend this hotel and I will never stay here again. Next time the Hilton Doubletree across the street will get my...