Super 8 by Wyndham Houston NW Beltway 8/West Rd — Hotel in Jersey Village

On 08/23/24 (Super 8 by Wyndham Houston NW Beltway 8/West Rd, hotel) before check out time 11am, The location and hotel were good and nice. The front desk staff and customer service were horrible. They gave a room key to an unauthorized individual. The person was not on the hotel room paperwork. That is very dangerous and you never know what’s going on behind closed doors. Instead of them apologizing and trying to correct the situation. The staff tried to put the blame on me and argue me down about the person coming and being in the hotel not knowing behind close doors of why the person was at the hotel in the first place. The staff had an excuse of since I brought the person with me. They felt it was okay to give the person a room key without my permission. I went through FEMA for checking in and out of the hotel. During checkout I ask the man at the front desk do I need anything to check out, he said no. I called FEMA and they said I do need paperwork stating I checked in and out to take a picture of it. Also the man didn’t check me out when I checked out. He wanted to kick me out the hotel, because of them giving the person a room key without my permission and the person being at the hotel while continuing to get paid by FEMA. I had to call FEMA and asked was I check out and if I needed anything for checking in and out. FEMA said I haven’t been checked out and I needed the paperwork for checking in and out to take a picture of it. When I called the hotel to tell him. The man then wanted to say yes that’s true what FEMA said but when I asked that before I left the first time he said I didn’t need anything. I had to go back up there to check out the right way. I had to call FEMA again to make sure I was checked out. I was only given one room key when I checked in. I didn’t give the person a room key or didn’t tell the front desk to give the person a room key. The room key was with me at all times even when I left the room. The man at the front desk tried to charge me $250 saying there was smoking in the room. There was not smoking in the room. He tried to charge me cause I said something to them about giving the person a room key without my permission. That was his way of trying to kick me out the hotel and trying to charge me of an endangerment they could have put me in. I had to get the police involved as well. Be careful of the front desk staff when booking with this...

Quite honestly one of the worst customer service experiences we've had while traveling. The first room we were offered was claimed as "non-smoking" ; it absolutely stunk of tobacco when you went in. Serious health concerns for those with asthma, sensitivities, or traveling with young ones, etc. please keep in mind and double-check.

They did offer us a different room, however the floors were incredibly sticky. We called the front desk / customer service line around 10-11 AM to request that towels be replaced and if the floors could be mopped. We did let them know we didn't need the beds made or anything else, so just those two requests (which the towel swapping is pretty standard practice). Our family did go out for the whole day after that call, came back around 7 PM and they did absolutely nothing since the call in the morning. The old towels were exactly where we kept them to be swapped, no new towels. The floors were still dirty and sticky, the same pieces of scraps on the floor. We called the front desk to let them know and all they could say was, "we are not sure why housekeeping didn't do it, can you come to the front desk to pick up the towels?". When we asked them if this was a common expectation of service, they just said they'd have to chat with housekeeping the next day (we're already leaving anyways, this didn't help us at all). To be more insulting, they dropped off a MOP to our room to clean it ourselves. What exactly are we paying for besides the room? There was absolutely NO customer service! Don't even get started with the continental breakfast, it's just some fruits and old pastries. The whole...

Went to check in they gave me a room on the 2nd floor I explain that I have 2 little childern with me I was alone and that was alot to take to the 2nd floor I asked if I could get a room down stairs and i had apologized for the inconvenience he immediately starts being rude catching a attitude and very rudely at some point he says you can pay more for the room down stairs I simply tell him no and that I want a refund he refuses the refund is having a big attitude im like okay ill be leaving a bad review he gets upset and says okay I can charge you the deposit! I never asked to not be charged the deposit so I said okay do what you have to do but id like a refund. He calls the manager comes back says I can move you down stairs to a double queen room (but again I have 2 little kids I need a kind bed) and hes been so very rude that by that point all I wanted was my money back he said the manger said I wouldn't be getting my refund back! I lived here for months back in 2023 and had no issues I even recommended lots of people to stay there, I will never stay there again nor will I recommend it ever again!...