Holiday Inn Express & Suites Houston E - Pasadena by IHG — Hotel in Pasadena

Should have taken other reviews a bit more serious when planning our stay, so this is a long one and I hope everyone takes the time to read it and consider staying elsewhere. Check in experience was great, very friendly and pleasant gentleman. The rest was down hill. While rooms are extremely spacious and at first glance appear to be clean, that was not the case. Upon taking our showers, shampoo and conditioner was out, found nice stiff dirty wash cloth hanging over shower curtain and another extremely stained towel folded up with clean towels. I walked down to front desk as it was late, and I asked for some new bottles of shampoo and conditioner. The woman working this overnight shift asked me if I could bring down the bottles and she would fill them up. I explained they are locked in the device on the wall, but she said well the housekeeping just refills them. I said okay and my husband used two luggage keys to open the holder up. I then went back down to lobby again and Got my refills. When time came to pump my conditioner I got a nice mixture of water and conditioner. We had to relocate to another room at 1am our first night due to roaches. We should have checked out but at 1am, and a wedding to attend the next day, that was not an option. Once the roaches scurried in the dark, I took a better look at the room and found toenail clippings, food, more bugs, and just random ick. There was mold on top of shower and something nasty splattered on the AC. I went down to the lobby for the third time now and explained the situation. I was met with "I can change your room if you want". That's it. No apology, empathy, remorse, it was basically like she was numb to the situation. I got the new room, checked top to bottom, ever crack and crevice. I then went back to our room, helped my husband pack mine, his and our 8 years olds clothes up to move from floor 2 to 3. Once we were done I took keys back down to lobby and the woman did say "I hope you have a better night." Breakfast was basically survival of the fittest. We and many other guests for that matter, had to ask each day for food to be replenished. Saturday and Sunday the pancake machine was closed. I asked if they were restocking the mix and they flat out said they keep it off on weekends due to it being so busy and it "malfunctions". I explained it worked fine Friday, but it was clear the 3 ladies behind the desk really didn't have the energy or work ethic to do their jobs. Bagels were typically frozen, cereal was empty twice, eggs were basically water and you were lucky to get both biscuits and gravy at the same time. Coffee was removed from breakfast area well before 930 and two mornings ran out and never refilled before just taking the pots away. This was a very disappointing stay. We've stayed at many brands and properties and tend to appreciate the quality for the cost at this chain. However this particular property needs major help. They should start with their staff because they really appear to take zero pride in their roles, with exception of the one person we first interacted with. The breakfast needs help. And clearly they need to do some room inspections behind the housekeeping team. As for the insect problem, I'd imagine if one room has them, the whole building is...

First and last time to stay at this unpleasant hotel. Check in for Thrusday the 12th and a check out for Sunday the 15th. While the room was decent and a shower that had great water pressure and hot at that. The rest was not pleasant. Areas that need some attention are the front desk. Our check-in on Thrusday late evening was so so. The girl who was working was not rude she just lacked enthusiasm and felt like she did not want to be there. I don't know her name as she had no name tag, and she never mentioned it. I always like to address someone by name when i am speaking to them. That would be strike one. The next issue was breakfast. Prior to this stay, we stayed at another Holiday Inn in Spring. That stay was hands down pleasant from the front desk, to our room and most definently breakfast. Breakfast at this location was the worse out of all our stays ever. The eggs were salty, and some of it was crunchy. The biscuits were dry, the pancake maker was broken, and supposedly, from other previous reviews, it still was. They had some waffles that were covered by saran wrap that were extremely wet from sitting under the heat lamp and wrap. It did not get any better no matter what time we went down for breakfast. The other thing is that they had two doors to go in but always had one closed. We did manage to go down earlier on Sunday, our last day, and noticed that both doors were open. While sitting and eating our breakfast. A lady came out and started closing one of the doors early. I looked at my time and noticed that it was about 815am. Breakfast goes till 930am. Why did she close the door. Still plenty of time for people to get breakfast. If people see this, they will think that breakfast is no longer available. The other complaint was the afternoon front desk clerk. It was sometime during breakfast Saturday that I approached the front desk with no clerk or sign in site. I called out a couple of times with no clerk in site. I then approached the back, and that is when he came out from the back. I explained to him that there was a man roaming the halls that looked suspicious and that I did not know if he was staying there. Somehow, the conversation went array with the clerk. Wierd! Again, there is no name tag. I guess this is the new normal for them. Not only is there no name tag, but the work apparel is less than professional. It's like something you would wear to go shopping. He was dressed in jeans with a white under shirt. Really! Sunday, the same male clerk came out of the front desk with breakfast items he had and proceeded to have some more. Now, i don't know if this is normal for this hotel to allow employees to eat while on company time. Overall, I would say to stay at another hotel, just not this one. We travel for work, and this is hands down not...

BE WARNED - our car was stolen sometime between 8 pm when we checked in and before midnight. I'm out nearly $12,000 for the vehicle since I only have liability coverage plus another $1,000 or so in associated costs. I asked to see the video of the parking lot. I was told that I needed to wait on manager until 6 am. I asked a couple of times after that but she still wasn't in. Hours later, a lady that was apparently the manager walked by our table and said "sorry your car got stolen but you should get OnStar. My husband and I have OnStar and the cops can track it down like that" while snapping her fingers. She then walked over to the breakfast area, got herself a plate and walked back to the offices without looking our way, never to appear again. At this point, it is Sunday and we had been trying for hours unsuccessuly to find any rent car much less one that will seat six for the four hour trip home. Our Yukon spent every night of the past 13 years in a garage in small towns except one night at this hotel. We didn't need a monthly OnStar subscription for 13 years nor full coverage for that matter. We needed a better place to stay with security cameras for one night. We were so put off by her lack of empathy that I didn't bother going up to the counter again. A cop called me the next day and said the hotel staff told him that they couldn't see our car on camera but they also told them we checked in hours earlier than we did. I doubt they even looked. I didn't expect a room comp or anything beyond common courtesy like saying "is there anything we can do to help?" or "if you need to stay another night, let me reserve a room just in case". Two minutes of her time would have been adequate but not 5 seconds in passing. One of the other patrons said he noticed broken glass in the parking lot when he pulled in the night before but it wasn't there when I looked. The night person denied it but I suspect vehicle break ins and thefts have happened here before. She didn't seem shocked exactly and made a comment to my wife that she hated when this stuff happened on her shift. Maybe she meant bad stuff in general but not worth the risk to find out. It is your average Holiday Inn Express. I recommend you pass this one by and find one in a...