Holiday Inn Express & Suites Houston East — Hotel in Jacinto City

I attempted to book reservation at one of your hotels in Houston on 11/15-11/16 for that same night. I did the booking through booking.com. The application booked the reservation for 11/22-11/23. I did not realize it until I had attempted to check in at the location on 11/15 with the front desk clerk, Kathy. She then advised me that the room I wanted wasn’t available for 11/15 and that I would need to contact booking about the booking being dated for the wrong date. I called booking while in the lobby and was told that they would send the request to the property to approve the refund and that it usually takes about 24 hours. Since that location did not have a room to accommodate my family I went to another hotel. I called the property back on 11/16 about the refund and was told that only management could approved it and that they don’t work on the weekends. I callee back on Monday and was told that all of management was gone and to call back the next morning. I then called back on Tuesday morning and was told that the general manager was on another property and the manager was busy. I called back later that day and was told that all of management was gone. I called back this morning, Wednesday, at 7am and was told no one of management was in. I then call back today around 10 am and was told that the general manager was not available. Keep in mind I have left multiple messages for a call back. I literally had to beg the front desk repo to put the general manager on the phone. I spoke with Michael Blount who was very rude and unprofessional. I explained everything to him and how I’ve been trying to get this resolved since 11/15. He told me to call booking and because he was not going to refund the money b/c it’s not his fault. I advise him that booking is telling me to contact the hotel. I ask him for his direct name which refused. I asked him for his store number, which he refused. I asked nicely for the store number again and he hung up on me. I do NOT appreciate the way I have been treated with the cat and mouse game and to add salt to injury your management hangs up in my face. NOT ONCE did I yell, scream, curse, or use name calling towards him or any of his staff members. Very unprofessional...

Holiday Inn Express & Suites Houston East 11460 East Freeway, Houston, TX 77029

My experience at this hotel was frustrating and unacceptable. I was woken up by a call from the front desk saying someone had to enter my room immediately to check the fire alarm. I was told I had no choice and could not decline. There was no prior notice, no emergency, and no regard for the fact that I was sleeping. I spoke with the Asst GM Myrna H. and asked why they would place me in a room that had an inspection due and causing an inconvenience to the guest. Her reply "what would you have wanted me to do?" Umm.. not schedule me in a room that had an inspection, place me in another room, let the guest know prior to checking in ect.

This is a serious violation of guest privacy and comfort. Routine maintenance should never be forced on guests without warning—especially not in a way that involves disturbing their rest and insisting on immediate access to their room.

There was no attempt to offer any sort of compensation or solution. This experience reflects poor communication, bad planning, and a lack of respect for guests.

I also spoke with the GM and explained the situation and his response was "the assistant GM misspoke" when it came to not being able to decline the inspection. I said I have everything on recording and everything she said. He got upset and yelled at me to deletethe reording and it was illegal to do that without her permission.

Texas Penal Code § 16.02 allows the recording of a conversation with the consent of at least one party—and since I am that one party, my knowledge and consent are sufficient.

I then told him I was record our phone conversation, he said to delete it, it was illegal, and I better...

I have already reached out to this hotel in an attempt to reach a mutually acceptable solution but they aren’t interested, so here it is: AVOID AT ALL COSTS. ROOM WAS NASTY. I can’t overstate how gross the room was. We were hit with a rank disgusting odor similar to cat urine when we opened the door. We only stayed one night, so we tried to ignore and just figured it was from one of the nearby industrial areas. Nope. Around 10 or 10:30 pm, my husband figured out what it was — the AC unit was flooding. The carpet was absolutely saturated and squishy. That smell is mildew and mold. It also shows that it wasn’t a recent thing — it has been like this for a while to get this bad. The night staff offered to move us, but we had a small child with us who was asleep so we decided to just deal with it in the morning. In the morning, we found blood on the bedding near the headboard that wasn’t ours. No idea of it was from bedbugs, but it wasn’t our blood. Gross and unsanitary. At this point I just wanted to shower and go. Mold and mildew in the shower. Staff were nice. Food was okay, typical free hotel breakfast. The area is sketchy.

I plan to reach out to the health department and dispute this with my credit card. In the attached pic you can see the blood on the sheets. I cannot attach a video but it is on their Facebook page with my reviews. I have sent it to corporate as well. I got sick on Monday with a chest cold…hopefully it’s not from the nasty microorganisms growing in the wet carpet.

Really disappointing, since IHG properties are...