Holiday Inn Express & Suites Sugar Land SE - Missouri City by IHG — Hotel in Missouri City

I stayed at the Holiday Inn Express at 5007 Hwy 6, Missouri City, TX 77459 for from September 1, -11 paying over $100 a night plus (4) incidental deposits. From the start, there were repeated issues with my reservation, including confusion on more than one occasion. Staff even admitted on my last day that they were having system problems affecting reservations & other issues.

On September 9th, around 8:00 p.m., I was harassed and forcibly removed from my room despite having a valid reservation. I showed receipts and reminded staff this exact problem had happened the night before and was resolved with a simple call. Instead of fixing it, the male manager came to my door, yelled at me, blocked me from gathering my belongings, and insisted I had no reservation. I felt threatened and cornered to the point that I had to call Missouri City Police Department to help me get out safely. I recorded the entire incident on video.

This hotel was supposed to be my temporary home while my house is under mold remediation. I relied on it for rest and work, but instead I was treated with hostility, disrespect, and zero professionalism.

Because of how severe this was, I am filing formal complaints with the Texas Attorney General’s Consumer Protection Division, the Better Business Bureau, IHG Corporate, and have already filed a report with the Missouri City Police Department. I am also in the process of obtaining legal representation to pursue this matter further.

Absolutely unacceptable experience. Stay far away from...

We booked this trip at the last minute for Thanksgiving weekend so we didn’t have many choices in accommodations but Holiday Inn Express seemed to fit our budget and needs. It’s a new building so upon entering seemed very inviting. Check-in was a breeze and we were informed by front desk lady that cleaning crew only enters your room if we fill out this little form she gave us. We were relieved that no one would enter our room unless of course we requested under the circumstances. But the first day we were out, cleaning crew came and worked on our room. We didn’t request that. So either they aren’t clear about your COVID-19 policies or the info was not communicated to us properly by front desk. Upon entering our room the first day we noticed the room was not cleaned well. Toilet bowl was dirty. There were nail clippings on the carpet like in the middle of the room (hard to miss spot). Hair were found on linens. The “free” breakfast didn’t have any hot items (like displayed in the area) but just some bagels, breads, yogurt, boxed cereal. We stayed three nights and the breakfast was same all three mornings. Saw in the elevator that cleaning schedule had dates written on it but no one had initialed for many days. So either they forgot to initial after cleaning or elevator was not cleaned for all those days. That’s a high traffic area, must be cleaned multiple times a day. Also saw a new date invented and written on the schedule “November 31”. Overall, it was an okay stay. Like I said you get what...

I enjoy staying at hotels, whatever the reason for my stay, because they offer a world of comfort, quiet, and a friendly face when you need it. This location was spot on in every aspect. The lobby was bright, clean, comfortable, open and welcoming. The staff from beginning to end, were wonderful. They were friendly, and very helpful and interacted tastefully and always with a positive and caring spirit. The room was spacious and well appointed. A valet shelf in the foyer was available to set your key cards and your car keys, wide bench for you to sit or stow your luggage, good seating and a very comfortable bed. USB ports and outlets at nightstand level with a cubby below for other bedside essentials. The bathroom was divine with a spacious step in shower and sliding glass door with WONDERFUL water pressure and responsive temperature. Regular sized bottles of dove products were available to use and a modern style vanity to indulge your self-pampering as you glam up. My three favorite pieces of the room: the shower, the double shades (no curtains! and channels to keep the shade fully blocking the light) to provide EFFECTIVE light blocking and privacy, and the A/C (the bed really did come in very close!). It'd be nice to have some shading by the pool area, but I understand that's another maintenance headache. In all, I know I would really enjoy my stay here again and think you...