Best Western Plus North Houston Inn & Suites — Hotel in Spring

My partner and I's experience here was absolutely terrible. DO NOT STAY HERE! I cannot believe how much this stay negatively affected our (very expensive) trip to Houston. It was one thing after the next with no help. Buckle up, because this is ridiculous. We booked through Capital One Travel, and the listing for a 'King Suite' had both a picture of the jacuzzi tub and listed 'hot tub' under the room's amenities. Not only were we met with NO in room hot tub, but a terrible mildew smell and a stained couch in place of the tub. The desk attendant told us our reservation must have been fake- through Capital One Travel- even though she had records of secure payment. We requested to speak with management since the attendant could not help us. Night 1 in the horrible smelling room 216 with no jacuzzi, AND brown water came out of both the sink and shower when turned on. 9 am the next day is when the manager was to be on site. At 9am exactly, a new attendant told us the manager was not typically on site, but there was a note explaining our situation. We were only given the opportunity to pay an additional fee to upgrade our suite. We decide to pay and moved rooms immediately to suite 102 for our last two nights. 102 was a bit dusty and the chair was stained, but we were already running behind for the day since we delayed getting ready and leaving waiting for a manager that didn't show up. We did not even get to use the jacuzzi tub Night 2, from being so tired from our day. Day 3 is where all hell broke loose. Once returning to the hotel after activities for our last night, we filled the jacuzzi tub and sat together for about 20 minutes. When my partner stood up in the tub, he felt a pain in his heel, and lifted his foot to reveal a 1cm shard of broken glass had entered his foot in the hot tub. I immediately walked to the front desk and asked for a first aid kit, which they DO NOT HAVE. They have a single box of Band-Aids. After having to remove the glass from his foot and clean it the best we could with no first aid supplies, we both went to the front desk and demanded to speak in person with management in the morning. At this point we are extremely frustrated and dissatisfied, while being dismissed by desk staff. The desk attendant suggested that my partner had injured himself on purpose to receive compensation. When we once again returned to the desk at 9 am the following morning, the same attendant that had been working for upwards of 14 hours at that point claimed that the manager had not responded to any messages and there was nothing they could do. We returned to our room extremely frustrated and called Best Western Support while preparing to check out. We created a ticket and now 6 days later have not received a word of correspondence. Finally, when looking over the room a final time before leaving, behind the TV stand we found an orange needle cap with blood on it, that had been in our room the entire time. So now we had broken glass in our jacuzzi, no first aid supplies, biohazard in our room, and apparently no management to be found. Only two unhelpful, rude and overworked desk attendants. We took the needle cap to the front desk and said we were not leaving the premises until a manager was present. The phone rings, and the same manager that had apparently not responded to anything in over 12 hours, was immediately present at the desk within 10 minutes of us bringing a piece of biohazard find in our room that we paid $180 a night for. The 'manager' Nick was extremely rude to both of us, and insisted on only refunding the payment we had made to upgrade our suite for nights 2 and 3. I personally asked the manager why he thought it was okay for us to pay over $100 per night for moldy, dirty, smelly, unsafe conditions, and he told me "That's fine." He started ignoring our questions and concerns about his business, printed out an invoice for the refunded upgrade payment, and asked us to check out. The amount of disrespect we were met with from Nick was absolutely unacceptable. Best Western, this is...

This was an experience that I must warn others about! BEWARE!! The situation was as such: originally checked in with front desk. Great, friendly, younger guy. Family and I proceed to the room to find a room with 1 King bed only. My online reservation was supposed to be with a sofa couch for my kids. No biggie, I'll just request a move (so I thought) Now here's where things went completely downhill and turned into the worst hotel experience in my life! While at the counter, the young clerk said while modifying my reservation, that there was a problem with the computer and needed his manager to come down. The owner comes down and informs me that there will be an upcharge to move rooms, I agreed to the upcharge, thinking everything was fine. I asked the owner for verification that I will not be charged twice or faulty. He preceeded to reassure me that there would be no problems with charges. I asked the same question in a different format regarding verification of charges, and this time he prints the adjusted charges on paper, signs his name with the charge on it, and then proceeded to put the signed paper into HIS OWN RECORDS. I began to walk away, and turned around becuase - what good is a receipt if I don't have a copy. I asked for the receipt so I can take a picture and then the owner rudely turns and says "I do not appreciate this" This guy was angry with me becuase I wanted proof of said charges! He said to me "you don't trust me?" My response "He'll NO dude! I don't know you!" 😕 He repeatedly said to me "how many times do you need to verify?" So the moral of the story: the owner had a way to get over on me, and expected me to allow it! He ripped up my reservation, declined my stay, and threatened to call authorities when I asked for verification (yes I asked again) that my card would not be charged!

If you've read this review this far, thank you! The owner is rude and very disrespectful when he has to apply customer service. Now, after driving 4.5 hours my family and I are stuck with no place to stay for a brief period of time due to asking for a copy of the charges receipt!! I will not come...

Me and my family stayed here for 3 nights. We could not wait to leave this hotel. It was one of worst hotels that we have stayed at. First of all, it appears to be very clean- it is very deceptive. When we first got there, the room that we received had water all on the bathroom floor. It looked like there was a leak somewhere. We were changed to a second room. In the second room, there was a dirty refrigerator and a dead roach in the bathroom. At this point, we were ready to go. The lady at the desk checked both rooms. In the second room, she showed us that the refrigerator wasn't dirty but in fact stain (rusty basically). Then, she went in the bathroom and took a tissue to pick up the dead roach. Next, she gave us a look like everything ok now. I told her I would like my money back. This isn't it. She said she can give us another room but that she will go with us and we can check it while she is there. The 3rd room was better. The refrigerator was a little rusty but not as bad as the first one. We said ok we will take it. Then, she said it is only available for 2 days. They are holding for someone coming on Friday. I told her no body, give me my money back for that one night. She said one minute let me speak with my manager. After speaking with him, now we were able to stay in the room. During our stay, the towels given were stained. We had to ask multiple times for towels and check to make sure that they weren't stained. Also, my kids saw a roach in the lobby area two different times- one alive and one dead. You cannot make this stuff up. I will never stay here again. In fact, I still want a night worth of...