Staybridge Suites Houston - Galleria Area by IHG — Hotel in Houston

I made reservations for two rooms from 10/30-11/5. I booked the reservations on 9/16/2022. On 10/27/2022, I called the front desk at 7:47 am (PST) and requested that the two rooms be on the same floor, close together and facing away from the Galleria due to the noise. The call duration was 18 minutes and Casey (female) (at the front desk) assured me that my request was approved and taken care of. We arrived on 10/30/2022, at the Front Desk (Damion) assisted us. We entered the front of the hotel at 3:09 pm and after speaking with Damion he stated that the rooms were not available and unclean. Also, he stated that there were no rooms available that fit the request that I made on 10/27/2022. I told him that I called in on 10/27 and I spoke to the front desk and I was told that it could be done. He accused me of speaking to the reservation department which was not on site and that the reservation department continues to make the error of approving rooms without knowing what is available. I told him that I did not call reservations, I called the front desk. He arrogantly told me, no you called reservations. I asked my husband to get my paperwork out of the car, where I kept notes of the communications. After I showed him my reservation that I printed with the notes that I spoke to Casey on 10/27 at 7:47 am and my call log from my phone with the front desk telephone number he began to back paddle with his words and say, he then said he blocked two rooms for us that morning that met my requirements but for some reason the rooms were not available. Damion said that he did know how soon the rooms would be clean but he would need to go check the rooms himself to see if they were ready. He also stated that when housekeeping approves that a room is clean that many times it is incorrect, so he has to check for himself. During this time he continued to suggest rooms that I consider to be a downgrade based on what I originally requested. I asked Damion if there was a manager on duty, he said no. I asked him if there was a manager on duty and he said that was him. I also asked him for the name of the manager and he gave me the name Dora (Front End Manager).||||By this time my husband and I had been awake for almost 24 hours due to our travel schedule. Damion made me aware that the rooms were available at 3:50pm and received the keys. When we entered the rooms on the 5th floor, it was clear that the rooms had not been properly cleaned. The rooms had a unique odor, the dishes that were in the dishwasher were not clean,and the sheets had stains. The flatware in the dishwasher was rusted. I worked to sanitize the rooms to make us as comfortable as possible. We put our bags in the room and went out to pick up some essentials. As we exited, there was another guest at the counter who said her room also had an unusual order. This guest had just come back from purchasing more candles for her room. I also told Damion that the flatware in the rooms have rust on them because the dishwasher is overcrowded and the dishes remain wet and therefore they rust. Damion said that was unlikely because that Staybridge is a new facility.||||Fast forward to 10/31, I called the Front Desk and asked to speak with Dora. I wanted to make an appointment to come down and speak with her about my experience the day before. I was told that she was holding orientation/training for new employees. I left my name and number and asked for a return call. I waited a few hours and called again because I had not received a return call. At that time I was placed on hold and Dora then picked up and I requested to come down and speak with her. When I went downstairs Dora said that she was busy and she introduced me to Boris Manriquez (General Manager). ||I spoke with Boris and expressed my concerns. I think it is common for those in supervisory positions to take some offense and make excuses when there has been a failure in leadership. My encounter on 10/30 was definitely a failure. I made it clear that I had no interest in listening to the problems of the hotel but for him to accept responsibility for the failure that his team displayed and to put my needs first as the consumer. At the end of our conversation, Boris stated that he would see if he could find me two rooms that met my request and he would contact me later to let me know. Before leaving the front desk area, I thanked Casey (female) for all the help she gave me. At that time she looked at the hotel’s room inventory and said that it appeared that two rooms were available on the 6th floor that met my requirements but the rooms were not clean and she would need to check on the status. I waited in my room for further instructions. I received two calls, one from Casey who confirmed that rooms on the 6th floor were being cleaned and I would be called when they were ready and later from Boris who confirmed the same thing.||||Later, I was called by Casey (male) and he said that he would bring the keys up to the 6th floor when the rooms were ready. We packed up our belongings in preparation for the move. I was then contacted by Casey (male) that there was a problem with the rooms on the 6th floor and now we would be moving to the 12th floor. After many hours had passed, there was a knock on the door and I received keys for rooms on the 6th floor. It was explained to me that there was some error again in assigning the rooms.My husband and I packed up and moved to the 6th floor. I was highly disappointed to walk into the same scenario in less than 24hrs. The rooms on the 6th floor mimicked the same conditions as the rooms on the 5th, with the exception of the smell in the rooms were worse. By the time we got things settled it was 5:30pm. Again, I had to clean the rooms. I took the rusted flatware downstairs to Damion at the front desk. Again, I received apologies but at this point they held no merit. The next day (11/1), I contacted Boris and shared how disappointed I was with what transpired with the move to the 6th.||||As a business owner I have more important things to do than to spend my time writing this review. But, I also think that I have a moral obligation to share this information. My husband had a medical procedure while we were in Houston, which was one of the main reasons I pushed so hard to make sure that our housing was as comfortable as possible. My entire focus was his recovery so that we could have a successful journey back home. I wanted to make sure that he had an atmosphere where he could recover with minimal distractions. We were exhausted and our sleep and comfort was impacted greatly from all of the confusion. Time is a valuable asset and it was so disappointing to me that after taking the time to share all of my concerns that the value of customer service we received was sub-standard. In full transparency, I visited this same location in July and the service that I received at that time was excellent. I don’t know if there was a shift in management that impacted the morale of the environment but there was obviously a big difference in what I received in July compared to October.||||It is my hope that this review is thoroughly read and most of all taken into consideration as bullet points for topics of conversation in future training and...

I made reservations for two rooms from 10/30-11/5. I booked the reservations on 9/16/2022. On 10/27/2022, I called the front desk at 7:47 am (PST) and requested that the two rooms be on the same floor, close together and facing away from the Galleria due to the noise. The call duration was 18 minutes and Casey (female) (at the front desk) assured me that my request was approved and taken care of. We arrived on 10/30/2022, at the Front Desk (Damion) assisted us. We entered the front of the hotel at 3:09 pm and after speaking with Damion he stated that the rooms were not available and unclean. Also, he stated that there were no rooms available that fit the request that I made on 10/27/2022. I told him that I called in on 10/27 and I spoke to the front desk and I was told that it could be done. He accused me of speaking to the reservation department which was not on site and that the reservation department continues to make the error of approving rooms without knowing what is available. I told him that I did not call reservations, I called the front desk. He arrogantly told me, no you called reservations. I asked my husband to get my paperwork out of the car, where I kept notes of the communications. After I showed him my reservation that I printed with the notes that I spoke to Casey on 10/27 at 7:47 am and my call log from my phone with the front desk telephone number he began to back paddle with his words and say, he then said he blocked two rooms for us that morning that met my requirements but for some reason the rooms were not available. Damion said that he did know how soon the rooms would be clean but he would need to go check the rooms himself to see if they were ready. He also stated that when housekeeping approves that a room is clean that many times it is incorrect, so he has to check for himself. During this time he continued to suggest rooms that I consider to be a downgrade based on what I originally requested. I asked Damion if there was a manager on duty, he said no. I asked him if there was a manager on duty and he said that was him. I also asked him for the name of the manager and he gave me the name Dora (Front End Manager).

By this time my husband and I had been awake for almost 24 hours due to our travel schedule. Damion made me aware that the rooms were available at 3:50pm and received the keys. When we entered the rooms on the 5th floor, it was clear that the rooms had not been properly cleaned. The rooms had a unique odor, the dishes that were in the dishwasher were not clean,and the sheets had stains. The flatware in the dishwasher was rusted. I worked to sanitize the rooms to make us as comfortable as possible. We put our bags in the room and went out to pick up some essentials. As we exited, there was another guest at the counter who said her room also had an unusual order. This guest had just come back from purchasing more candles for her room. I also told Damion that the flatware in the rooms have rust on them because the dishwasher is overcrowded and the dishes remain wet and therefore they rust. Damion said that was unlikely because that Staybridge is a new facility.

Fast forward to 10/31, I called the Front Desk and asked to speak with Dora. I wanted to make an appointment to come down and speak with her about my experience the day before. I was told that she was holding orientation/training for new employees. I left my name and number and asked for a return call. I waited a few hours and called again because I had not received a return call. At that time I was placed on hold and Dora then picked up and I requested to come down and speak with her. When I went downstairs Dora said that she was busy and she introduced me to Boris (General Manager).

I spoke with Boris and expressed my concerns. I think it is common for those in supervisory positions to take some offense and make excuses when there has been a failure in leadership. My encounter on 10/30 was definitely a failure. I made it clear that I had no interest in listening to the problems of the hotel but for him to accept responsibility for the failure that his team displayed and to put my needs first as the consumer. At the end of our conversation, Boris stated that he would see if he could find me two rooms that met my request and he would contact me later to let me know. Before leaving the front desk area, I thanked Casey (female) for all the help she gave me. At that time she looked at the hotel’s room inventory and said that it appeared that two rooms were available on the 6th floor that met my requirements but the rooms were not clean and she would need to check on the status. I waited in my room for further instructions. I received two calls, one from Casey who confirmed that rooms on the 6th floor were being cleaned and I would be called when they were ready and later from Boris who confirmed the same thing.

Later, I was called by Casey (male) and he said that he would bring the keys up to the 6th floor when the rooms were ready. We packed up our belongings in preparation for the move. I was then contacted by Casey (male) that there was a problem with the rooms on the 6th floor and now we would be moving to the 12th floor. After many hours had passed, there was a knock on the door and I received keys for rooms on the 6th floor. It was explained to me that there was some error again in assigning the rooms.My husband and I packed up and moved to the 6th floor. I was highly disappointed to walk into the same scenario in less than 24hrs. The rooms on the 6th floor mimicked the same conditions as the rooms on the 5th, with the exception of the smell in the rooms were worse. By the time we got things settled it was 5:30pm. Again, I had to clean the rooms. I took the rusted flatware downstairs to Damion at the front desk. Again, I received apologies but at this point they held no merit. The next day (11/1), I contacted Boris and shared how disappointed I was with what transpired with the move to the 6th.

As a business owner I have more important things to do than to spend my time writing this review. But, I also think that I have a moral obligation to share this information. My husband had a medical procedure while we were in Houston, which was one of the main reasons I pushed so hard to make sure that our housing was as comfortable as possible. My entire focus was his recovery so that we could have a successful journey back home. I wanted to make sure that he had an atmosphere where he could recover with minimal distractions. We were exhausted and our sleep and comfort was impacted greatly from all of the confusion. Time is a valuable asset and it was so disappointing to me that after taking the time to share all of my concerns that the value of customer service we received was sub-standard. In full transparency, I visited this same location in July and the service that I received at that time was excellent. I don’t know if there was a shift in management that impacted the morale of the environment but there was obviously a big difference in what I received in July compared to October.

It is my hope that this review is thoroughly read and most of all taken into consideration as bullet points for topics of conversation in future training and...

I made reservations for two rooms from 10/30-11/5. I booked the reservations on 9/16/2022. On 10/27/2022, I called the front desk at 7:47 am (PST) and requested that the two rooms be on the same floor, close together and facing away from the Galleria due to the noise. The call duration was 18 minutes and Casey (female) (at the front desk) assured me that my request was approved and taken care of. We arrived on 10/30/2022, at the Front Desk (Damion) assisted us. We entered the front of the hotel at 3:09 pm and after speaking with Damion he stated that the rooms were not available and unclean. Also, he stated that there were no rooms available that fit the request that I made on 10/27/2022. I told him that I called in on 10/27 and I spoke to the front desk and I was told that it could be done. He accused me of speaking to the reservation department which was not on site and that the reservation department continues to make the error of approving rooms without knowing what is available. I told him that I did not call reservations, I called the front desk. He arrogantly told me, no you called reservations. I asked my husband to get my paperwork out of the car, where I kept notes of the communications. After I showed him my reservation that I printed with the notes that I spoke to Casey on 10/27 at 7:47 am and my call log from my phone with the front desk telephone number he began to back paddle with his words and say, he then said he blocked two rooms for us that morning that met my requirements but for some reason the rooms were not available. Damion said that he did know how soon the rooms would be clean but he would need to go check the rooms himself to see if they were ready. He also stated that when housekeeping approves that a room is clean that many times it is incorrect, so he has to check for himself. During this time he continued to suggest rooms that I consider to be a downgrade based on what I originally requested. I asked Damion if there was a manager on duty, he said no. I asked him if there was a manager on duty and he said that was him. I also asked him for the name of the manager and he gave me the name Dora (Front End Manager).

By this time my husband and I had been awake for almost 24 hours due to our travel schedule. Damion made me aware that the rooms were available at 3:50pm and received the keys. When we entered the rooms on the 5th floor, it was clear that the rooms had not been properly cleaned. The rooms had a unique odor, the dishes that were in the dishwasher were not clean,and the sheets had stains. The flatware in the dishwasher was rusted. I worked to sanitize the rooms to make us as comfortable as possible. We put our bags in the room and went out to pick up some essentials. As we exited, there was another guest at the counter who said her room also had an unusual order. This guest had just come back from purchasing more candles for her room. I also told Damion that the flatware in the rooms have rust on them because the dishwasher is overcrowded and the dishes remain wet and therefore they rust. Damion said that was unlikely because that Staybridge is a new facility.

Fast forward to 10/31, I called the Front Desk and asked to speak with Dora. I wanted to make an appointment to come down and speak with her about my experience the day before. I was told that she was holding orientation/training for new employees. I left my name and number and asked for a return call. I waited a few hours and called again because I had not received a return call. At that time I was placed on hold and Dora then picked up and I requested to come down and speak with her. When I went downstairs Dora said that she was busy and she introduced me to Boris (General Manager).

I spoke with Boris and expressed my concerns. I think it is common for those in supervisory positions to take some offense and make excuses when there has been a failure in leadership. My encounter on 10/30 was definitely a failure. I made it clear that I had no interest in listening to the problems of the hotel but for him to accept responsibility for the failure that his team displayed and to put my needs first as the consumer. At the end of our conversation, Boris stated that he would see if he could find me two rooms that met my request and he would contact me later to let me know. Before leaving the front desk area, I thanked Casey (female) for all the help she gave me. At that time she looked at the hotel’s room inventory and said that it appeared that two rooms were available on the 6th floor that met my requirements but the rooms were not clean and she would need to check on the status. I waited in my room for further instructions. I received two calls, one from Casey who confirmed that rooms on the 6th floor were being cleaned and I would be called when they were ready and later from Boris who confirmed the same thing.

Later, I was called by Casey (male) and he said that he would bring the keys up to the 6th floor when the rooms were ready. We packed up our belongings in preparation for the move. I was then contacted by Casey (male) that there was a problem with the rooms on the 6th floor and now we would be moving to the 12th floor. After many hours had passed, there was a knock on the door and I received keys for rooms on the 6th floor. It was explained to me that there was some error again in assigning the rooms.My husband and I packed up and moved to the 6th floor. I was highly disappointed to walk into the same scenario in less than 24hrs. The rooms on the 6th floor mimicked the same conditions as the rooms on the 5th, with the exception of the smell in the rooms were worse. By the time we got things settled it was 5:30pm. Again, I had to clean the rooms. I took the rusted flatware downstairs to Damion at the front desk. Again, I received apologies but at this point they held no merit. The next day (11/1), I contacted Boris and shared how disappointed I was with what transpired with the move to the 6th.

As a business owner I have more important things to do than to spend my time writing this review. But, I also think that I have a moral obligation to share this information. My husband had a medical procedure while we were in Houston, which was one of the main reasons I pushed so hard to make sure that our housing was as comfortable as possible. My entire focus was his recovery so that we could have a successful journey back home. I wanted to make sure that he had an atmosphere where he could recover with minimal distractions. We were exhausted and our sleep and comfort was impacted greatly from all of the confusion. Time is a valuable asset and it was so disappointing to me that after taking the time to share all of my concerns that the value of customer service we received was sub-standard. In full transparency, I visited this same location in July and the service that I received at that time was excellent. I don’t know if there was a shift in management that impacted the morale of the environment but there was obviously a big difference in what I received in July compared to October.

It is my hope that this review is thoroughly read and most of all taken into consideration as bullet points for topics of conversation in future training and...