Hotel Manhattan, BW Signature Collection — Hotel in Kingwood

The worst hotel experience I have ever had. March 28, 2025. I booked this room for a dear friend who traveled from Milwaukee Wisconsin. When I made the reservation, the agent whom I later found out was the operations manager offered me a discounted rate, but I didn’t know the rate would come with my guest, having to change her linen sweep her floor, and clean out the refrigerator that had leftover food. The bed sheets had makeup, hair and what appeared to be blood on the sheets. She tried to call the front desk and the phone did not work. So she went downstairs and made them aware of all the things that were going on in her room and they told her they were short-staffed and gave her linen and a broom to clean the room herself. On Saturday, we went out for the evening, and when I came back in, and went to put food in her refrigerator. There was leftover food in the refrigerator. I went to the bathroom and attempted to open the cabinet and the cabinet door fell off when the cabinet door fell off. There were dirty socks and trash under the counter. I went down to the front desk and made them aware of what was going on in the room and was told to contact the manager on Monday morning. Monday morning, I went to the lobby and spoke with the manager, who did not even care about the concern, but kept reiterating, She gave me a discounted rate. I told her I did not know the rate would come with my guest having to clean her room. The manager then proceeded to say I gave you a discounted rate and did not care that the hotel room my guest had was filthy. I told her if I wanted my guest to stay in something low-quality I would have placed her in a low-quality hotel. The manager then stated well if you didn’t like the hotel like you said on the first date, you should have placed her in a low-quality hotel. I called customer service and was told the manager refused to do any compensation for what we had experienced and the only thing they would do for us gave us Best Western points, becausethe operations manager said the room was discounted when I made the reservation. I was so disturbed by this that no one cared that I was embarrassed, by putting an out-of-town guest in the nasty hotel and the embarrassment that I had to endure. I am very disappointed in the Best Western Hotel New Caney, Texas. Manhattan is supposed to be a signature hotel very discouraging and disappointing. I only gave them one star because that’s the lowest that I could give them if I could give them lower. It would’ve...

I tried to resolve the matter as polite as possible with the hotel manager. I understand the situation caused by the hurricane, which resulted in the hotel being overwhelmed with guests. However, it is important for businesses to maintain standards regardless of circumstances, and your company should not receive leniency for failing to have a crisis management plan in place. It is concerning to learn that a significant portion of the cleaning staff was let go just a day before this crisis.

Upon my arrival at 5:30-6PM, I was informed that my room would be ready in a couple of hours, which was more than acceptable given the situation. However, the room was not ready until around midnight, and I was still charged the full price. This is unacceptable as your establishment charges $30 for early check-ins, I should be reimbursed for a later check in that was out of my control due to poor management and lack of staff. Furthermore, I had to request cleaning supplies from the front desk to clean my own room, which was filthy and had trash all over the floor. Despite understanding the challenging situation, I expected to be reimbursed for the inconvenience.

When I spoke with the manager around 1 PM on July 11, she stated that no discounts or reimbursements would be given due to the hurricane being the cause of the issues. It is disheartening that the company is using a natural disaster as an excuse for its shortcomings while simultaneously raising room prices to take advantage of those without power. Also, someone had access to my room and tried to enter multiple times. We asked the house cleaner in the next room and she said she did not see who it was. So the assumption is someone had key access to room. Spoke with the manger she stated she will look at cameras and see. I never received any feedback.

Given these circumstances, I will be filing several complaints, including for code violations, due to the hotel's failure to maintain cleanliness and...

Let me start off by saying we booked two nights, only stayed one of those nights and were told no refunds or cancellations. The room we got was a king suite with a pull out bed. No linens in the room for the pull out bed. Went downstairs and asked for them (wait time was about 10 minutes) to speak to concierge. Was told no pillows were available at all. That’s weird for a hotel. No big deal, we went to dinner and returned. The AC was stuck at 75° and would not come down. Mind you it was 100°+ outside so the room was awfully hot. Told the lady who represented herself as the manager. She said she had to check the room herself. So at 9:30 at night she entered our room and put her hand over the ac unit and said we couldn’t change rooms. She also turned the ac up from 69° to 73° and said that was the problem. After back and forth with my husband she finally let us change rooms. Other room was much cooler. However the second room had a disgusting microwave. Like someone warmed up spaghetti and didn’t wipe it down. The woman was rude the rest of the next day so we decided to call it quits and find somewhere else. That’s when they said no refunds or cancellations. Overall, it’s horrible customer service and I won’t spend money here ever again. The management also wouldn’t provide a phone number to whoever really owns it or runs it. The location was nice and...