Holiday Inn Express & Suites Houston Nasa - Boardwalk Area by IHG — Hotel in Seabrook

First impressions do matter.

I'm not a complainer, but Corporate HIE needs to hear this. Our stay mirrors other recent complaints on this particular HIE. The boardwalk area is thriving, restaurants, stores, and hotels are fully staffed with happy employees everywhere we went--except here. Our experience cannot be blamed on COVID related problems.

We reserved 3 nights at this location. Our extended family also booked 2 additional rooms. Our experience was the same for all 3 rooms.

*Day 1:

The entrance looked nice. This is a fairly new hotel. Walked in, the clerk was slumped in a chair, hoodie pulled down over their face, wrapped in a big blue/gray blanket, staring at their phone. No greeting when we entered whatsoever. Only spoke when spoken to--never stood up. Checked into our suite, no air conditioner, one towel. It was hot and dirty. The luggage dolly had flat tires/low air pressure. We looked at each other and thought aloud, what the heck?

Went back to the front desk to move rooms. Were downgraded to a standard room without explanation--the hotel was fairly empty. Went to new room and were met with a pile of dried dirt at the door on the carpet. Inside, dried cereal stuck to the tile floor inside, hand prints on mirrors/windows, etc... The overall appearance was filthy, leaking a/c stain on floor, a dirty old chair (like out of a dumpster old) stuck in the corner. It was late, so we shrugged our heads and called it a day.

Day 2:

Went to front desk first thing in the morning, smiling manager said the night clerk was new, and obviously untrained on how to greet guests. Ok...and adjusted our room rate to a standard room....

A pair of dirty rubber gloves in the hallway 1st floor...they remained there for 2 more days. Breakfast was good, as expected. Morning clerk arrives while we are eating breakfast in what appeared to be pajamas....really?

Day 3:

Our trashcan overflow-eth...dirt pile still at door, cereal still stuck to the floor. Used rubber gloves still in hallway. Day 2 of pajama wearing clerk---never looks up from her cell phone as guests walk in and out. Staff sitting on porch smoking, no one at the desk, other staff eating breakfast with guests...overhear employees griping about management, one person washing front windows.

Yes, after many stays in several states at HIE during covid related events, this is a first. Maybe a first ever, how poorly this hotel is run.

Comparing notes with family member in 2 other rooms:

*hallways dirty / not swept.

beds were unmade upon arrival (ie: unsanitary/dirty/used linens)

*rooms missing necessities (soap/toilet paper, short on towels, etc..)

fire/smoke alarm going off all night in the hallway/nearby room.

ice machines not working, and more.

Corporate needs to intervene at this site--local management is not getting it done. We don't want an apology or further contact with the local management. Smiles don't correct the problems experienced here. No one deserves to stay at a hotel like this. We have always stayed at HIE because they are consistent, and dependable...this one is the exception.

No, I cannot...

Two days after arriving to meet my husband (Spire Elite member) at this hotel for his work, we were kicked out by the disheveled front desk employee wearing a tie-dye hoodie. My husband and my family have stayed at this hotel many times, and they have been given the paperwork on our beagle mixed service dog for their file. Often his job time extends, which requires an extension that is always allowed through his company’s travel department. My husband has spent more nights at a Holiday Inn for work this past year than at home, and he is well aware of how to navigate payment through his travel department and what is required of IHG. Katherine, the employee, called us today while we we’re having a family day at the local Aquarium, and rudely told us we were supposed to check out today. My husband explained that he forgot to inform her of the extension needed on the room and asked that it be extended since he’s still in Seabrook for work through likely Monday and the room was still available. Katherine told him that she would need his company to fax over a payment method, which is not and has not been necessary in the past, but he was willing to comply if necessary. She also told us our service dog was not allowed, mind you a service dog for my husband who is a combat veteran for the US Army, and that she didn’t have the paperwork on our dog. Again my husband agreed to provide the paperwork to her, again if necessary but would also like to speak with her manager to report how unprofessional and rude Katherine was being to us. Katherine hung up on us. About 2 min later while we were requesting the payment extension from his company, Katherine called us back and told us that her general manager, Jessica, who was not able to speak with us, told her that we are no longer allowed to stay there and would be escorted to our room like criminals to get our stuff out and off of the property! We are appalled! We did not say a single disrespectful thing to Katherine, our room was clean because of me, as they refuse to clean your room now, and our dog never barks. Our room smelled good because of me, however, the hotel itself Carrie’s an awful smell like their sewage is backed up! Next thing I know I have my dry erase board, children’s homeschool books and all of my teaching materials and luggage on the side walk looking like and being treated like a criminal! We seriously can not figure out why this happened and why Katherine and Jessica are discriminating against a veteran! I, myself am a Registered nurse and a homeschooling mother of 2, so I doubt they would have anything against me…very odd and hurtful what happened. Even the customer service manager at IHG can’t explain to me on what grounds we were discriminated against and humiliated! Never again will we stay here, this is unbelievable to happen in this day..,I can only hope Katherine and Jessica lose their jobs because they definitely do not belong in customer service. Also, her co-worker was appalled and kept apologizing for Katherine’s behavior. We mostly just tried to keep our composure and get out to find...

Front desk staff acted like a 5 year old on check-out. She thought I ignored her when she asked what room I was in upon checking out, but my hearing aids were not on. When I realized this and thought I heard something, I turned back toward the desk and asked if they were speaking to me. They responded "I asked what room you were in?" I replied, "oh I'm sorry, I was in room#." I thought that was the end of it. But when I returned to the breakfast area for coffee, I noticed the same staff person again and asked her "How are you this morning?" and after no response, thinking she didn't hear me, I repeated my question to her. She then exclaimed "You ignored me, so I'm ignoring you." I asked "Are you serious?" Her reply was "Yes." I again apologized, and tried to explain about my hearing difficulty, she dismissed me and very rudely said " yeah, yeah, whatever."

The staff in the evening during check-in was nicer, but when I approached the front desk to report something wrong in my room, he was busy tilting a chip bag into his mouth to get those last few morsels and gave me the "one-moment please" index finger. Upon helping me, I asked if they had been busy this week, and he quickly replied "Yeah and we're short staffed." I told him, well I hope things get better and went on my way.

This happens in the service industry. When hotel management cannot keep qualified personnel on staff, they work existing personnel down to a nub, so much so that they become irritable, offended, and reactive to the slightest customer inquiry or interaction. I suppose management has to deal with unqualified staff until they can get someone better. But unfortunately, this action is at the risk of damaging the overall brand, which is what happened here.

Maybe it's time for IHG to do a little internal housekeeping of their own, like mandatory remedial customer service training for staff who fall below your corporate expectations. How about delighting the customer as a new corporate philosophy? I've seen several businesses incorporate this philosophy with great results. For example, creating a hired position, like a pastoral well-being manager, to check in with front line employees from time to time on their actual well-being, that can go a long way. A lot of times, these front line employees have woes and hurts that cannot be compartmentalized to off-work hours. Their problems may be so stressful that they bleed into employee performance. If you make your employees feel valued and cared for by simply asking how they are doing, how's their family, etc., that will make those employees feel like their company really cares for them. The end result is that they will take greater pride in their work, which in turn should be reflected in how they treat your guests. I know this is a long-winded review, but IHG, you need help. You can and should do better. Allowing your front line employees to smart-off to guests, and treat your guests rudely, is not something you want to be known for at...