Best Western Huntsville Inn & Suites — Hotel in Huntsville

We were BEYOND disappointed when we tried to check in to this hotel after working 12 hours straight in the 100-degree heat to get our granddaughter moved into her apartment at Sam Houston State University. In addition to not having a room for us, we experienced maintenance issues and COVID-19 violations.

We had reserved a non-smoking room with a king bed but were told upon arrival that there were no more non-smoking rooms available. We were offered a smoking room which we could not take because I am allergic to cigarette smoke. We were then offered an "off-market" room with two queen beds and were told the AC was not blowing properly but that there was a fan in the room to help circulate the cool air. We called around to other hotels in the area and found they were all booked because of SHSU move-in weekend, so we reluctantly accepted Room 218. What a big mistake that was.

Over the course of the night, the AC stopped producing cool air altogether, so the fan in the room did nothing. It was actually cooler outdoors than it was in the room in the morning. On top of that, the room had several other problems that should have kept it off the market, including:

MAINTENANCE ISSUES: The shower had no water pressure, the faucet in the shower didn't work properly and water was not draining from the tub once it came out of the faucet. This caused a major slipping hazard. When we checked out less than 12 hours later, there was still about an inch of water sitting in the tub. (Note: Your tubs need non-skid mats in them.)

HOUSEKEEPING ISSUE: Both beds in the room did not have full-size pillows on them. Instead, there were simply 4 decorative pillows on them -- the ones that should have been removed due to COVID-19 safety precautions. According to the Best Western COVID-19 policy (as stated on the Best Western website): "Unnecessary items will be removed from guest rooms, such as decorative pillows, bed scarves, paper notepads and pens."

CHECK-IN PROCESS: Your two staff members were NOT wearing masks when they checked us in. State mandate and Best Western COVID-19 policy on their website clearly states: "Hotel employees will follow strict guidelines, including utilizing Personal Protection Equipment, frequent and stringent hand-washing protocols, and housekeepers/laundry staff will wear both gloves and a mask."

This hotel may be convenient to SHSU, but it's a dump and a disgrace to the Best Western brand. We reached out to hotel management to share our concerns but never heard anything back.

The one redeeming value for this hotel: The sweet SHSU student who checked us in was extremely nice, polite,...

If you plan a trip to Huntsville, Texas, DO NOT STAY at the Best Western. Also, if you check out 1 day early, it will take an ACT OF CONGRESS to receive your funds back into your account!! The phone either rings OFF THE WALL and nobody ever answers, or the phone will ring one time and immediately give a busy signal. I suppose Best Western allows staff to "take your baby/grandchild to workday" --I was greeted at the front desk by a lady with a baby on her lap. I stated: "You must have been pretty busy checking in people: I called for an hour trying to see if I could arrange my stay. The phone rang and rang off the wall, with no answer." The desk clerk replied: " Oh, that's because someone thought it was funny to take the phone off the hook." {as she rolled her eyes toward the baby.}|I checked out a day early and explained that to the young lady at the desk. I asked about getting my refund placed back onto my debit card. The young lady said: " I don't know how to do that. I will have to let my manager know and she will take care of it." I called for 3 straight, days and the phone was incessantly unanswered. I went back a week later to ask (AGAIN) about getting my refund of 1 night stay (since I left a day early). The lady who checked me in greeted me at the desk. I asked her when I would have my refund for checking out 1 day early. She told me that the young lady tried to explain what I told her. She stated that she would give my information to the manager when she returned, the next morning, and she would take care of it--the next morning. I checked my account TUESDAY (4/8/2025) --STILL NO REFUND! I, MIRACULOUSLY, got through on the phone and asked to speak to the manager. The lady who checked me in RUDELY RAISED HER VOICE AND SAID: "The manager is NOT HERE! She works from 7 - 3:30 p.m. Now, I have dealt with you each time you have visited, and I am telling you that it will take about 2 days for that refund to be placed back onto your debit account." TODAY IS 4/11/2025--NO REFUND FOR CHECKING OUT 1 DAY EARLY. Last year, I had nothing but positive experiences with the Best Western in Huntsville, Texas. This Best Western must have undergone management and/or staff changes. The (younger lady at the front desk appears uncaring and UNINTERESTED in anything to do with Customer Service. The lady who checked me in at least grinned a little and ACTED like she was wanting to be helpful but was not. Bypass the Best Western in Huntsville, Texas...don't waste the...

am a platinum member of best western. I reserved my room many months in advance when SHSU announced parents weekend. I reserved A king bed suite. Upon check in the room reserved was not available due to a maintenance issue. Not a problem, I understand issues like this happen except they knew it was parents weekend at SHSU and were filled. They gave me a room that had two queens and tried to convince me that the two queens were better then the king I reserved. I simply stated do I get a reduced rate since it's not my reservation. I was told management was having to be asked but notes were placed in my file.

My reservation said I was sleeping 3.

The room I was give only had two towels. I had to request additional towels and were given old grungy looking ones. After the housekeeper came by after the first night, she took the four towels that were used, and left only 3. This happened after the housekeeper asked if we needed to replace and I said no. The towels left were still old and not soft.

The door did not seal properly and you could see light clearly all around the edges.

The pillows were smaller then standard pillows.

The fridge made popping sounds all day and night.

Upon check out, I inquired about the reduced rate and I was then told the room I reserved wouldn't have slept four. I said I only had three. I was repeated told that my room I got was better then reserved. He kept explaining the room I reserved had maintenance issues. I kept saying i understand but the room I got was not I reserved and should receive some of my funds back. The different employee said he would talk to his manager.

I have stayed here twice and both times were very subpar. I believe in second chances. I will not be returning as I do not...