Staybridge Suites Houston W - Westchase Area — Hotel in Houston

First off, I would like to mention how I never stepped foot into the room or even away from the front desk until I left. I booked my reservation through the IHG mobile app. I wanted a getaway with my best friend and I've wanted to stay with Staybridge for awhile and figured I'd choose this one because it was new. I had a two month old dog with me and read online about the pet policy. It said, pets are welcome under 50lbs with proof of updated medical records etc. and I would just need to fill out a form once I check in. I arrive at the hotel and let the front desk agent know I have a small dog and I would need to fill out the forms. She then says, "It's a $75.00 pet fee." I said, it doesn't say that on the website. She points to the wall at the front desk and says, "It says it right there." I said, this is not on the website. I don't know anything about a pet fee until I arrive. I can imagine anyone who walks in this door has never stayed here before considering the hotel is relatively brand new. I showed her the website with the pet policy where it does not show anything about a pet fee. She says, "well you're still going to pay it. We're not responsible for what is not on the website." She calls her manager and whoever it was tells her that I am still going to have to be responsible for paying the fee and asked what website or app was I using. I said, I am using the IHG APP (thinking to myself duh). Front desk agent says that the hotel is only two weeks old and it has some glitches. I said, well that's not my fault and I am not going to be responsible for that and I will not pay it. I then spoke to IHG guest relations. She searched for the hotel details on the desktop initially and said the pet fee was there. I asked was she on the IHG APP. She grabbed her phone and confirmed that the pet fee was NOT listed on the app and the only that was asked for was the pet's medical records. She also said it is there responsibility to have that type of information updated on every platform to avoid this type of confusion. She spoke to the hotel and it was the same result. They wanted to hold me responsible for the fee. She gave me a case number and advised me to speak to a manager and to call them back if the situation had not...

Terrible customer service. We were called the day of our reservation (3 nights in a 2BR suite) to be told that they were not going to honor our reservation. A current guest decided to extend their stay and they decided that took precedence over a current reservation. Crazy!

The staff member who called offered us two rooms (for the same price as the 2BR suite) instead, but that would be useless to our family of 6 unless my wife and I wanted to stay in separate rooms on vacation. The whole reason we selected this hotel was so we could stay in the same room. We can get 2 hotel rooms anywhere.

Also, I’d recommend not making “waiving the cancellation fee” sound like a perk when your business is the one cancelling our room.

The funny thing is a Staybridge Suites not far from this location still has a 2 BR available for the same price. I found that out and booked it myself, so our vacation won’t be affected. A halfway decent customer service person would have gone to the trouble of finding that out and offering it to me when they called to cancel my...

My stay here was nothing short of amazing!. The staff was welcoming; and my room was very clean and modern along with the entire hotel. It was fairly new and for the price, they definitely exceeded my expectations. The breakfast bar consisted of multiple options such as: waffles, oatmeal with special toppings, eggs (hard boiled & scrambled), sausage, bacon, pastries, pineapples, cantaloupe, cereal, coffee, tea, and juice. The rooms have fully stocked kitchens (dishes, glasses, utensils, detergent, dishwasher, full-sized fridge, etc) a small sectional, most comfty beds with firm and soft pillows, and resemble a studio apartment - love, love, love 😍😍. There is a cute little gym and outside pool area that was quite crowded when I visited. The area itself was decent and close to multiple shopping centers. I will definitely return!. Keep up the great...