SureStay by Best Western Spring North Houston — Hotel in Spring

We were very disappointed in our experience with SureStay on 3/16/2024. We booked 2 rooms with double beds for 7 people (2 adults and 5 children). We got there, paid and once getting to our room we found our rooms only had 1 bed each. While booking, my wife made it very clear to the front desk that we were traveling in a group of 7 and would need double beds in each room. Our rooms were booked over the phone about 3-4 hours before our arrival. I feel like we were bamboozled, to be honest, I very clearly heard my wife tell them we needed 4 beds twice (she called because she was trying to see if we could get conjoined rooms). When I called the front desk from our room, he said my wife said single beds (not true), but he did know we were traveling with 7 people, so some how he expected 7 people to share 2 beds. It turned out they had no double bed rooms for the night (we asked if we could switch, that is how we found out). We ended up having to drive 5 hours through the night to get home because that was the last of our $ for the trip. Kind of sucked the fun out of our trip. They did not offer any kind of resolve other than to rent us a 3rd room (which we no longer had the $ for). They did not offer a refund or anything to help. They earned 2 stars because the place seemed clean, and the front desk remained polite during this which was at least a little helpful. I will not be staying there again, and after reading google reviews, it looks like I'm not the first person they did this to! Traveling...

CONS: Horrible communication when calling the front desk to confirm the appointment. When making the reservation I requested a handicap room, but when I arrived I was told there was no handicap rooms were available. I had 2 handicap individuals in my party and we had a difficult time making it up and down to the third (3) level. When I asked the lady about a room on the first floor or possibly the second, her only response was "no, sorry". The room I reserved did not have an adequate amount of towels for personal hygiene use. Housekeeping was not offered during our stay. Bathroom door did not lock, and it was extremely small for a handicap cap individual. Bathtub had a black stain in it. Pool had a cleaning device in it during our entire stay.

PROS: Lots of cameras for your safety!!! Location of the hotel is accessible to I45, which was great. The grounds were well kept, clean, and free of individual loitering in the parking lot. Room offered A mini fridge, microwave, Television with remote. Lighting in the parking lot was awesome, felt safe going out at P.M. hours, actually saw an officer patroling the grounds. Hotel...

Booked a night after landing in Houston early in the morning. The next day we rebooked for another night as we left to spend time with family. Throughout the day we both felt itchy but thought it must have been mosquitos. As we came back to the hotel to unwind the room had been cleaned and fresh sheets put on. I noticed a bug on the bed but thought nothing of it, but upon closer inspection there were bed bugs on the mattress. I talked to the front desk and they said they could move me to another room and that nothing could be done because I hadn't said anything in the morning about it. Firstly we came in at around 2 or 3 am so the last thing I thought to do was to inspect for bed bugs, and secondly we left early in the morning for family activities and didn't notice anything until we arrived to what we thought was suppose to be a clean room. I tried to talk to a manager but was told he was busy and he would call on Monday but it is now Thursday with no contact. Packed our bags and left ASAP. Will not be returning and wouldn't recommend anyone...