Holiday Inn Express & Suites Houston NW - Hwy 290 Cypress by IHG — Hotel in Jersey Village

I checked in on Friday, July 12th. When me and my daughter arrived, we were first put in a dirty room with the sheets stripped and the room not even put back together. Then the second time we were put in a room that someone else was already in. During this entire process, trust me I was looking for other rooms but due to the hurricane and the event that was going on locally, there was absolutely no hotels with rooms available. We sat in the lobby for over an hour waiting for this issue to be fixed. When we finally did get to a room, it was absolutely disgusting. Filthy! We found a pimple patch in our bed, the floor had hair, lashes, food and grime just every where. But it was the only place we had to go after midnight to avoid driving two hours back home.

The gentleman that was on shift was amazing and helped the situation tremendously even though management blamed him the next morning. I’m not sure who was at fault and maybe he messed up but the difference is that his attitude and the way he handled the situation made it better. That is what makes a great customer service worker. Their ability to make things right and do what they can to help the customer. And as for that, he did a great job. I was not the only customer with issues. Multiple people walked down needing towels because the earlier shift gave every room only two towels. There is absolutely no excuse for not having laundry done, leaving rooms filthy, and leaving the hallways full of huge trash bags up and down the hallway.

Now, moving on to the next morning when I was told I could speak to the assistant manager about the situation. I tried to and was offered half of a refund because that is all she was capable of doing. I was not okay with this and wanted a full refund. She said maybe the manager could do that but she had no access to it and I’d have to email her and wait until Monday to hear back. This right here is unacceptable. What I went through and the disgust I slept in needed to be handled immediately and if you’re not capable of doing it, first off you should show a little compassion and then you assure the customer you will reach out and get a solution for them. Instead, I was told she would not call the manager on her time off because they have already been working so much and she needed this time off. Mind blowing! If you are the person in charge, you need to have full capability to handle complaints or reach out to get it done. I should have never been told I needed to wait and see. After arguing with her, I was finally given a customer relations number. It would have saved so much time and an argument to have started with giving me this number but the assistant manager, Aspen Crockett, is rude and does not have good customer service skills. After speaking to customer relations they handled the situation ( so I thought) but also cancelled my reservation. They told me I would just need to tell the front desk I wasn’t leaving until check out (only because my daughter’s basketball game wasn’t even until two hours after check out) since my reservation was no longer there. I proceeded to do this with Aspen and was treated disrespectfully again and was even told that if I didn’t quit being rude, I was going to be escorted off the property.

Now almost a week later, the Thursday after this, I’ve finally heard back from the general manager after two emails, guest relations calling non stop and me calling non stop for a week. She refused to respond until she was made to. And her response, which she got the assistant manager to call and leave me a voicemail, is that she will not be compensating me any more than the 50%. Absolutely ridiculous. I stayed in complete filth and ONLY because nothing else was available. The state of this room, the time I waited around to even get in a filthy room, the time I spent trying to get in touch with her, the lack of her even caring to contact me back or do anything about it has shown me what this place is about. I hope customers choose elsewhere and don’t decide to stay in this disrespectful,...

Get ready for a thesis - I have a lot to say about my stay.. My son and I decided to stay at this property using points due to proximity of weekend event I was attending in Cypress, TX. During check-in I asked my son to have a seat in the lobby - I noticed he didn’t and on the way to the room, he told me that the seating had stains all over it and just didn’t look clean. Hotel lobbies should be inviting and comforting, this one was not. The elevator had mud spots and the hallway carpets were stained extensively. I thought ok, as long as room carpet was clean... No, room carpet was also stained. To me, hotels that have pride and commitment to cleanliness would not be ok with visible stains EVERYWHERE. Also the 2 lights in the back of the room did not work. Another bad sign when staff do not make sure all lights are in working order. In the evening, we decided to take advantage of the outside tables as it was a beautiful night. The tables and chairs were filthy. I had brought sanitizing wipes and wiped the table and chairs down. I literally used the whole pack of wipes. I understand that outside tables might have a light layer of dust or even dirt (due to the elements), but this stuff was caked on, indicating it had probably not been cleaned for quite some time. As for sleeping - the bed was extremely comfortable until my lower legs felt crumbs on the sheets - we couldn’t tell if it was food crumbs or just sheet material piling, but whatever the case, gross. The incident that broke the camel’s back, however, was in the morning when I smelled cigarette smoke in the bathroom. I looked at the ceiling and didn’t see any vents and I poked my head out the door and didn’t see anyone in the hallways, so I thought perhaps it was in my head. But when my son woke up and went to the bathroom, he asked me if I smelled cigarette smoke! He found the vent on the side wall next to the toilet. Appearance and cleanliness is one thing - but having to deal with cigarette smoke is next level. I called the front desk to let them know about the smoke (I held back on the rest!!), but I’m not sure what, if anything, the front desk staff did to correct the situation. I let her know I was checking out shortly. As I was leaving, the front desk staff rep asked me if I was the one who called about the smoke - I told her I was. She preceded to tell me that I wouldn’t be charged for the room. That did make me feel a little better, although my mind was made up that this hotel did not value the whole customer experience touted by its brand. When I noticed today that the hotel DID charge me points when the front desk staff member told me no charge, I called the hotel to inquire. The manager was not helpful and told me they didn’t charge me because I used points. When I preceded to explain that deducting points is equivalent to charging me, she said she couldn’t help me and that I’d have to call IHG. When I asked if she could help facilitate since my issue was with her hotel and her staff member stated I wouldn’t be charged, she basically said no - that I would have to take it up with IHG. Whatever the case, worst experience at an IHG...

I travel with my 98 year old mother who is in a wheelchair. She is 4'11", and 115 pounds. She has dementia and suffers from Sundowners.

When we arrived in the lobby, there were two other parties waiting, who had been waiting for at least 5 minutes to get checked in. No one was at the front desk. Finally, someone came and checked everyone in. But when it was time for me to check in, I was not told the hours for breakfast, anything about the Wi-Fi, or even simply welcomed as an IHG member.

When we got to our room I saw that the bed was almost 36" off of the floor. I knew I could not get my mother into the bed because it was too high. I went back to the front desk and asked if someone could help me take the box spring off of the bed which would lower it. I was told their was no box spring, and besides, the maintenance person had already left for the day. I asked for a rollaway and was told there were none available and that one would not fit in the room.

I was able to enlist the help of a gentleman in the lobby. He came to my room and we took the box springs off the frame and then realized it would be better to remove the frame and just put the box springs and the mattress on the floor.

We were in the process of moving the bed frame and re-stacking the box springs and mattress, when there was a knock on the door. It was the woman from the front desk who had a rollaway. She lied to me and told me that one was not available. She said we had to use it.

The gentleman and I put the bed back together, pushed it all the way against the window, and we put the roll away next to the bed. Now I could barely squeeze my mother's wheelchair next to the rollaway, and for me to get into the bed, I had to climb in from the foot of the bed. I am a 70-year-old woman who is little over 5 ft tall, and I had a hard time getting into the bed that was in this room.

Had your employee allowed us to just put the box springs and mattress flat on the floor, we would have had a more workable space in this room. There would be enough room for the wheelchair to easily fit next to the bed, and I would not have the difficulty of getting into bed that I am now experiencing.

Holiday Inn has the wrong beds for handicapped people that are in a wheelchair

We were there for four nights. Breakfast got worse every day as they ran out of various items. The pancake machine produced rubbery little discs.

Any hotel can provide for the average traveler. What a good hotel does is take into consideration those travelers who have special needs. I do not feel your hotel has done this.

This was our worst stay ever in an...