Holiday Inn Express & Suites Houston North I-45 Spring by IHG — Hotel in Spring

Continued from Thanksgiving day. So once I found out how this location works. I was fine with it. On Friday morning I went and ate breakfast in lobby. Jerry comes in for the day shift. I finish breakfast, get up to the room realized we needed fresh towels. Went to front desk asked Jerry for fresh towels he says fill out this form. So he gives me a form to fill out as if I was leaving the hotel right then. For me it was a first. Whenever I've always asked about getting fresh towels they give them to me right then. I've stayed at this location about 3 or 4 times never had this horrible experience. So as I fill out the paper I'm like okay this must be new to. I filled it out in front of Jerry as I'm standing I decided to read the typed policy for this location. I saw they charge an extra $50 -$100 dollars for an accidental fee. So go back to my room for about 30-45 minutes maybe longer, no towels. Then I put the old towels on the outside of the room. Well when I went down to the lobby, I saw a woman standing in the breakfast area with towels in her arm's. I approached her and asked how did she get fresh towels? She says; just go up to the desk and ask and they will give them to you. I asked did you have to fill out a paper. She looked at me and said A PAPER. No!! I didn't have to fill out no paper. So at this point I'm feeling very uncomfortable about my stay, because I feel put into a category. Not only that when I was getting ready to leave again he was looking at me with my bag to see if I had food in it.. So at this point I felt targeted. So when I left the hotel I put in another complaint about how I was being treated differently then other guests. I really didn't want to stay at that hotel anymore, but it was our last night there and we would be leaving about 2am the next morning. I called to ask if it was anyway the General manager can call me soon. They took my complaint apologize for what I had gone through so for and the general manager has like so many hours to reach out to me. I said ok. At this point I feel that I couldn't be all the way there like my sister needed me to be enjoying our first family Thanksgiving in Houston with her out of all that she is going through. Makes me mad. Well when the General manager finally calls me that Friday afternoon. I told her everything. Then she apologizes and says that I'm not going to charge you for the food and Jerry shouldn't have acted like that. I told her the only reason that I haven't left that hotel already is because we are leaving really early the next morning and it's the closest to my sister. I told her that Jerry was being cocky in his deliverence of words to me and very arrogant. He was very comfortable. I told her that I'm sure that I am not the only one he has done like this. He has just been getting away with it. He acts like he owns the hotel. I told her I will never stay there again. And for the food I don't understand how she says that I have to pay extra for what has been already paid for me, but for a guest that's not staying it would be fair. when I made my 12 hour drive back home for the 3 days I was gone To be Fair I may have only spent 1\2 day if that out of all that time put together, because most of it was dealing with a hotel I spent almost $400.00 dollars to stay in for discomfort, disrespect, and feeling targeted and my holiday family trip ruined. I called the General manager and told her that I had just made it back home and requesting my money back from my stay. She tells me well I'm spending time with my family right now and I will have to call you back on Monday. Then hung up the phone with no regards to my time with my family wasted because they have unfortunately made this man Jerry accountable for actions in the past. Will see if refunded! Too many people are getting these IHG hotel franchises that once was started for the accommodations of Military families a bad name. Keep original policy. Customer service...

I had left a paid of apple earbud pros on the desk in my room during the pandemic. As I got 2-3 hours drive north from the location I realized I had left them on the desk in my room and immediately located them in my “find my EarPods” took a screenshot and let the manger know when I’d be back to pick them up. When I came back they stated they couldn’t find them. I opened my locating app and showed them that the war pods were still in the building but it showed their location had moved to the front so they were definitely there. They had a ten day no room rental to prevent the spread of the disease so nobody other than the maid or other employees were in my room to retrieve my ear buds. I explained this to customer service as I am a spire elite meme we and spend thousands a month staying in their hotels for work travel. They tossed me from “manager to manger” over customer service and had me send I. The screenshots of proof that my ear pods were STILL in their hotel and had moved from the last time I took screenshots of their location. Mind you I also sent the receipt from their catalog showing they were worth 118,000 points (which is nothing to them to replace) and asked that they replace them through points and that I would order them with those points proving I was not searching for money and that I just wanted my ear pods back as I only had them one month. They actually refused to give me back the points for TWO months. I emailed their customer services letting them know I would cancel my business with them so they offered me some silly 20,000 points but refused to replace them even though I sent all the proof they asked for and when filing the complaint I could prove whoever was in the building when I went back had them! I’m no small time hotel renter I literally stay 4/5 nights EVERY single week in their locations all over the nation for the past few years and they treated me like garbage. Replacing my ear pods when I have proof they were stolen by their employees would have cost them NOTHING but points so I could purchase them off THEIR catalog. We have four employees that stay weekly for the same business I travel with and I will make it my very last effort to ensure none of us every spend money through IHG. I spend thousands of dollars staying with them to be treated like dirt when I have proof they were stolen and did everything customer care asked me to and the manger of the hotel tried to tell me that the location on my “find my ear pods” could have been wrong. Yes technically technology is not 100% but those weapons were tracked everyday until I came back and I took screenshots to provide the proof and they even MOVED location in their hotel telling me that someone had them on them when I was in the hotel. Beware of the customer service as they will treat you like trash. I didn’t report the Chicago location for having bed bugs in their room and didn’t ask for my money back when it happened because those are the chances you take traveling in hotels but it was a new hotel and I did not ask for anything after that stay. I regret not reporting them and complaining to get my money back. I wish I could upload the photo of the bed bugs in my shower on the wash cloth they had hung nicely in my bathroom for proof or the any of the photos I sent customer service for...

Dear valued readers - I booked this hotel for the night because of two reasons... ||1. It was advertised as a NEW IHG HOTEL... And, |2. I had an anniversary free night I needed to use. ||Both of these you'd think would work in my favor since I'm a long time Platinum member of IHG and a Chase Card holder and needless to say, I stay in a LOT of their properties. ||When we arrived and got to the front desk - I was not recognized as a platinum member. And was also a little disappointed that the clerk never even left his stool to greet and help us except to have me sign the reservation paperwork. ||When I looked up the online reviews of the NEW property, it said it was VERY Noisey. So when I made the hotel reservation I asked SPECIFICALLY to be placed on the back side of the hotel away from the roadway. ||You already know what happened - it didn't matter that we didn't get upgraded to a suite being a platinum member, but we were also put in a room on the front of the hotel! So, I asked the clerk, and of course - "no other" rooms available. However earlier, when I'd booked the room... It wasnt anywhere nearly booked. At least Hilton properties - preblock their elite members. IHG you might need and want to take notice of that practice. ||So, when I asked about the hot breakfast, since everything in Texas is OPEN 100%.I was surprised to hear the front desk say - a pack and go sack would be available. When on the website for the breakfast it showed FULL BREAKFAST available - NO Covid-19 disclaimer ANYWHERE to be found. The front desk clerk said that I wasn't the only one to bring that to his attention. So??? ||Simply too much disconnect between the service provider and the expectations set and then disappointed to those paying for that vastly deminished service provided. ||I packed my own Sound machine and that was a very good thing... IHG's website one was suffering from a "bad link" problem and never did connect. ||I have never, including downtown New York Times Square, had as LOUD street and road noise as there is in this NEW HOTEL. Such a bad location placing a property so close to any major roadway. ||Cheaply built construction with NO noise abatement made for a long horrible night's "sleep". Paint not cleaned up over the faux marble counter on the bathroom counter. And poor lighting all added up to the Surprise - Surprise - Surprise! But never again! ||The only experience that was met was the bedding - their brand standard which is a great bed! ||However, as long as I have been a member of IHG, I have never been so disappointed in their service/product as this one. This property should NOT have a Holiday Inn Express & Suites flag. ||To me - It's misrepresenting the brand that I have come to trust and rely upon. ||Even a Motel 6 flag would be insulted. At lesset they have a consistent product that you know what to expect. I certainly CAN NOT say that about this part of the ever-expanding brands of IHG. ||It seems that their expansion at any (low cost) price, may mean the future disappointment of so many others that once trusted their brand and flag value. ||Very disappointed but Never Again - at least...