Sleep Inn & Suites Bush Intercontinental - IAH East — Hotel in Houston

I called and spoke with the Manager on June 16th at 1:33pm to book the meeting space for June 23rd for my employees. I was asked the standard questions, and when I asked if I needed to go ahead and pay over the phone to book the meeting room I was told “you can do it the morning of”. I had booked 5 rooms for some of my employees to come the night prior to the meeting. On Sunday when I signed off on everything for my teams rooms I spoke to a woman at the desk and asked if I could go ahead and pay for the meeting space, she told me that I could do it the following day either before or after the meeting when the manager was there. I asked her if I could set up the tables the night prior and she said yes. She was great and even gave me the room right next to the meeting room so I could easily move all of my supplies in there to set up the meeting. My meeting was set to begin at 9am and I started setting up at 8am. A young man came in and asked me if I had booked the meeting space. I said yes sir I did last week. He asked if I had paid yet; I told him no not yet but that I could do that if they are ready for me to pay. He said not to worry that the manager would be in to take my payment. At 8:33 I stepped out of the meeting space to go to the restroom and had one of my team members watching the meeting space to ensure no one messed with anything as all my personal belongings were in the room and my team had not gone inside yet. While I was in the restroom another woman from the front desk went into the room and told my employee she needed to leave the room or she was going to call the cops on us. I returned from the restroom and was told what happened so I went to the front desk where the lady was the phone with the cops. When I asked her what was going on, she was very rude and continued to tell me I was not allowed to be in the meeting space because i did not book it. When I tried to explain what I was told by 3 other employees at this location she did not want to hear anything I had to say and kept talking over me. I was embarrassed and frustrated and I did raise my voice telling her “Ma’am I did book this meeting space last week” then she got loud with me saying she wouldn’t hear this and walked to the back office and slammed the door. This is the WORST experience I have ever had with Sleep Inn. All of my employees were standing in the lobby waiting to go into the meeting space when she did this.

This made me hesitate and ask myself did I book the wrong hotel? So I went back in my phone to the number I called on Monday the 16th at 1:33pm and I called it again. I standing next to the front desk heard the phone ring in and the one woman that yelled at me and slammed the door then proceeded to answer the phone and I proceeded to tell her again how this is the number I called and booked the room. She was on the phone with her manager on the other line to verify what I told her.

I understand this employee was trying to do her job and she was not told about our meeting, but she was incredibly rude and did not ask questions before she started threatening me. I am very upset that the manager I spoke with and set up booking the meeting space with did not do his job by communicating with his team about us booking the meeting space. I said to 3 different people I could pay right then just to be told very nonchalantly that I could do it the same day when the manager arrive; then to turn around to be threatened with the police for NO REASON. If she had just LISTENED to what I was telling her it could’ve been easily resolved.

I was not given any specific instruction about not going into the room before payment was received - in fact I was told it was fine when I asked for permission to do so, yet I was made to feel like I was in the wrong for setting up my meeting prior to 9am. I was shaken by this experience and had to go into my team meeting and host it feeling extremely embarrassed and anxious. This incident did make me cry because I was treated like a criminal that was trespassing literally minutes before I had to stand up and host a meeting for my team of 17 people that...

I chose this hotel as part of a package deal on Orbitz because it was a decent price and had mostly positive reviews. I guess the positive reviews are by bots or people paid to leave them.

We stayed in this hotel for 4 days and 3 nights. Unfortunately, we would not stay here again and don't recommend others to stay here either. This is an older hotel. The staff seemed disinterested in helping their customers. The room itself was okay but the relatively small TV has no guide so I gave up on trying to watch and/or find what channels were available. The internet did not work intermittently in the room with three tablets connected. Small pro: the download speed was surprisingly fast when I wanted to download a couple of episodes from Amazon Prime that were buffering. Most of the machines in the gym are broken.

Worst of all, besides the front desk staff with a serious lack of customer service skills, the old model A/C was loud and then stopped working the first night. We reported it the same night and had to continue complaining several more times before we were FINALLY given a fan to help deal with the heat. It recirculated hot air so we suffered with two adults and two small children under the age of 5 (4 and almost 2) in this way for the rest of the stay, with minimal clothing as we tried to sleep. If I wasn't concerned that I wouldn't get a refund or that we'd be left without accommodations, we would have left that first night. Leaving was one of the solutions the rude hotel staff offered. I had prepaid for the stay. Next time, I won't prepay. Apparently, the owner was out of town in Dallas. It seemed like no one felt empowered to do much of anything regarding any issues encountered. Earlier in the evening of our last night, we got ahold of a second fan and were starting to feel some relief but that was short-lived!!! The front desk called shortly after to demand one of the two fans be returned because apparently, we couldn't have more than one. I'm guessing this A/C issue happens a lot thus the reason for fans on hand. That's a sign to upgrade, management!!! The front desk guy called shortly after we already spoke to follow up about me bringing the fan down which was completely unnecessary. I had already agreed to return one of the two fans which I did shortly after we finished preparing to go out.

Another no-no is that housekeeping enters the room when you are out. I noticed that the beds were made but the floor seemed to have been untouched the first time they did this. The second time, someone left our door open (propped open with the flip over lock thing). I couldn't believe the carelessness of the staff as I had left my iPad in the room!!! The front desk claimed housekeeping had just cleaned the room.

Other inconveniences: On the second day, the room key wasn't working and had to be reprogrammed.

Their check-out time is on the early side at 11 am but a 2 hour later check out was included...

First off I used 8,000 points to spend 1 night away in the same town I live in to give my parents some space( live with them while not working)..travel extensively for work so no real home. Was looking forward to 1 night of TV and a comfortable bed with breakfast . What I got was a nightmare! When I arrive at the hotel and start settling into my room I notice first off the TV only has 5 stations working, all others the picture is covered over with multi colored blob. I go to desk and an explain my situation and the clerk could care less. Asked if he could come help fix issue his response was a flat no. Asked for another room and said they booked up. Explained that if someone hasn’t checked in then give them my room and let me take the other room. Flatly refused. Explained I just spent 8000 points and as a Diamond member I should have been recognized and treated better then this. The guy refused to budge and had the Audacity to still be rude with me and not be helpful! Second issue came at 6:16am when I woke up looking forward to a decent breakfast. When I get to the breakfast area they have 1 bruised apple/ waffles/ yogurt. Not even any juice! I’ve never stayed at a Choice hotel that had such a poor offering for breakfast. It’s like they want to you leave with a bad taste in your mouth! To finish off my stay I figured I’d take a hot shower prior to leaving. I ran the water for 20min searching for the hot water ( turning the handle to make sure temperature wasn’t reversed) to no avail! I was steaming hot at this point!! My whole experience was horrible. Again I go to front desk and explain my issue and clerk says they have hot water and nobody else complained yet.. I asked if he was calling me a liar and he stayed quite which in my book means yes! Asked to come to my room and let’s look together? He explained he didn’t have the time to check yet the hotel has water. I explained why would I make this up and waste my time coming to desk if it wasn’t true? Again silence… I’m furious and will be sending a letter to corporate headquarters explaining issues as well. This is not the way Choice Hotels operates and they need to be aware of the consequences their customers are facing because of a few poor owners. I stay at Choice Hotels monthly and feel maybe I need to find a new hotel to start following...