Sleep Inn & Suites Near Downtown North — Hotel in Houston

Original Message - 10/22/2020 Do not make reservations with Sleep Inn & Suites or Choice Hotels. We are cancelling our Choice Privileges Program with them. Over last 2.5 years, we stayed here a number of times. Unfortunately, due to two recent reservations outlined below, we will not make reservations or recommend to friends and family. Prior to these incidences, we stayed at Sleep Inn & Suites there with confidence, preference and location. No more.

In June 2020, we made an emergency visit to Houston from Austin with our infant and due to a serious near-death family emergency (heart attack). Upon arrival, the restroom was backed up with feces. The front office moved us to a room above. In morning as we were preparing to visit family at hospital, the cable service did not work. We were told by front office to wait and/or fix it ourselves. Things escalated from here. The manager began to give attitude and shut the conversation down without offering resolve. The exchange was ugly - the manager was disrespectful, unprofessional and unbecoming of a professional. We explained the reason for our visit - they did not care. We contacted corporate and made a complaint. Corporate was able to refund us for one night stay and got us a reservation at another hotel in downtown for the additional nights. We were grateful for the representative who showed much more grace and from a distance given the severity of our trip and with infant. We ended up staying for 5 nights. This hotel missed out on this business.

Since then, we made a recent reservation on the assumption that their staff made changes to their professional decorum and service that we were accustomed to in prior visits. It has not.

Today, we attempted to request a credit for a future stay. We were not seeking a refund. We paid for a two-night stay to visit family on Friday, October 24th and Saturday, October 25th. However, we needed to abruptly postpone the trip since we were notified folks in the immediate family were having health concerns related to COVID19. We have a two-year old and ourselves are immunocompromised. We contacted front office staff who did not offer resolve, grace or sympathy. They were rude and uncompromising. We then contacted corporate. They offered to refund half our money for one night; we have to pay for a night that may not get used. Again, we were seeking a credit for future stay.

Again. Do not stay here. This is complete reversal in service that we have experienced in the past. And management and owner do not care.

Do not make reservations here.

UPDATED - 10/23/2020: We followed up on the refund and confirmation as we have not received either. Additionally, we inquired if a future date could be used. We were declined and told that the date was confirmed and could not be changed. Personally, we believe it is the manager's personal preference. We will continue to tell our family and friends to not use your location. I will continue to update this.

To the manager who replied to this comment, please provide your direct number so that we can contact you to inquire about the status of...

If you leave a cash deposit, get ready to see some of that taken. It does not matter how clean you leave the room, if you count the towels, if you bag up all of the trash, if you're quiet, etc, your room is going to cost more as a result of there being a "problem". Every time I've stayed here, with each stay lasting more than a few days, the lady that would check me out upon leaving would find an issue. With the most petty being that the waffles I took to my room had "ruined" the formica table "finish" that was in their suite. They had briefly been placed on the surface, and the residual moisture they let out left a few waffle grids. She refused to let me check, so of course, there went my entire $100 deposit (with it being a single bill). The second instance was that I had apparently taken a towel, which she said since at the time of check-out it wasn't there she'd have to fine me, regardless of if I found it in my suitcase or not and brought it to her. So I lost $50 of my $100 deposit (with it being in two $50 bills). The third I thought I would be smart and count the towels, ensuring victory for myself, but alas, she stated that I must have scratched myself in my sleep and bled on the sheets, which the housekeeper said was ruined and would have to be replaced. And so there went my entire $100 deposit (a single bill). I understand that people sometimes leave your rooms in utterly egregious conditions sometimes, but I am personally insulted as before I leave a hotel room I take the time to tidy up, get all of the trash bags together, pile the dirty towels together, pile the sheets together. It is a little odd, though I think it's a welcome change to the alternative and norm. I am outraged because it personally feels as though the lady working the counter might have done this because I am gay. I am upset that these were such minor grievances that could have been easily resolved, and it feels as though she may have pocketed the money herself. I am sincerely disappointed in the quality of the service I received, and I do not intend on returning unless I am able to discuss this with someone higher than her on the...

This location is a great place to stay. We received exceptional service and paid an economical price. The lobby and rooms were clean and the staff was very helpful.

I do want to mention that one of the employees, Berta, went above and beyond to give my husband and I exceptional service. The room we initially checked into had low water pressure in the shower and the room's refrigerator was not working. When I called to see if there was anything that could be done to fix these issues, Berta accommodated us with a new room that was more spacious and had better water pressure. The fridge in our new room was still not working and we needed a fridge to keep perishable food that we brought with us for our picnic in. We told Berta about the fridge issue and she told us that she would take care of it. She went ahead and replaced the fridge in our room with a working fridge.

Additionally, we had an easy time going to sleep because our room was quiet and the bed was comfortable. The complementary breakfast provided a nice selection of food and the area was kept tidy. Another bonus is that at night the staff closes the gate for the parking lot for extra security. The enternece from the frontage road is left open, but the other enternece from the neighborhood is closed. The main enternece to the lobby also requires guests to swipe their room key in order for the doors to open at night. We appreciated the outstanding customer service during our stay. This location is close to downtown Houston and does not have much traffic. I highly recommend Sleep Inn and will be staying here on our next...