Holiday Inn Express & Suites Stafford NW - Sugar Land by IHG — Hotel in Stafford

I will give hats off to the customer service. But a company is only as good as it's leader. Where do I begin? My wife and I have stayed at this location multiple times before.

I had an awesome incident with the general manager Pesh. On October 2nd my wife and I went to the Houston Texans game that's started at 12pm. We left out hotel approx 9:50ish.

We returned to the hotel at 4:35 pm. Guess what room still not cleaned!

My wife calls the front desk and the receptionist replies housekeeping is still making their rounds and will be there to clean your room soon.

Ridiculous, it's not already cleaned

My wife and I go to the car while we wait for housekeeping to finish cleaning.

I sat down on the side of the vehicle to smoke while my wife still in the car

The general manager Pesh decides to come where I was at to ask if I was a guest in this hotel.

I replied yes why?

Pesh response: just wanted to make sure

After I finish smoking I go into the hotel to ask the receptionist if the guy just questioning me is the General Manager he asked if the race was indian to make sure I was speaking of the correct party.

The general manager Pesh was on the phone and wanted to speak with me, I asked why did you make a point to come over to where I was to harass me.

Pesh response: It looks suspicious when a person is still between their vehicle smoking and wanted to make sure everyone was safe?

EXCUSE ME? My wife and I were in the car to begin with b/c your staff hadn't cleaned our room. What do you mean safe? Do you see anyone at harms? Who says that I can't smoke between my car? Pesh is a racist and did what he did b/c of the color of skin! This review will be across multiple platforms. I encourage if you a person of color stay away from this location!! Pesh is of Indian decent and it's really sad that you are a person of can color and decided to act like you were better than me. I will never return to this location ever again! Lastly check your showers daily, housekeeping does not clean them just sweeps a lil bit and puts out new towels. They don't actually clean the...

The hotel itself was relatively clean and the breakfast options were excellent. The biggest issue is the hotel management. They placed a burnt cover on one of my beds and then charged me $35 at check out for burning the cover. I never used the iron on the bed. When asked for proof, they showed a picture of the cover. The cover was burnt like that when I got the room. Their response was, why didn't you bring this up to us earlier? Why would I? I didn't care - as long as the room was clean. They placed a burnt cover, blamed me for it, charged me for it and when confronting the manager, she simply walked away. What terrible customer service. If you want to be disrespected, unnecessarily charged for extras and simply ignored (was told the main manager would call but never did), then by all means go ahead. There are much better priced, better cleaned, better customer service offering hotels in the area.

Response to Manager/Owner Alapesh: All points you have raised are futile! I had 2 rooms, and spent $800, what does this have to do with you placing a burnt cover in my room to begin with? It was how the duvet cover was given to me. In the 4 nights I was there, I didn't even realise that this could be an issue - you placed a burnt cover and I am somehow responsible for an error made by your housekeeping? Also, if you are unable to truly prove that the damage was caused by me - then you shouldn't go ahead and charge. Nonetheless - we had another wedding in the area in December, where 5 families were planning to stay at your hotel - all cancelled due to this fake charge and unpleasant management. I will be sure to let everyone I know travelling to the area of my experience so that they can escape such a...

given the wrong room. i’m still currently here but i don’t feel the obligation to pack up ALL of my things just to go downstairs and “CHECK” if there’s an available room. i’d like you to fix your mistake. my mom who booked the room was promised a double queen bed room and due to miscommunication my brother slept on the floor all night.

our stay isn’t even over and i’m considering leaving. i’m also skeptical that all the good reviews on here are fake, as all i’ve heard in person while on the property is bad news about the Owner and how slow the staff is. this is extremely frustrating and disappointing. i don’t wanna wait downstairs for 20 minutes just to get a room that was cleaned in a mismanaged hurry to rush us in there. all i REALLY needed was just a confirmation over the phone that there was an available room as to not waste my time, so i could pack my things, go downstairs, and move there, and now i’m here being forced to waste more tim here to express my concerns and issues, i will stay in my current room disappointed until the girl who was hardly any help over the phone is gone, that way i can go downstairs with the HOPES of getting my issue fixed fast.

don’t stay here if you don’t want issues, especially the weekend. because according to their responses to other reviews here, something as simple as checking out a large group can stall things for hours. never returning after this visit, at least not by preference. also the amount of roaches spotted in the parking lot is worrying as there’s only 1 fast food restaurant nearby enough to lead them there and they don’t seem to be...