Holiday Inn Express & Suites Texas City by IHG — Hotel in Texas City

Shortly after checking in, I discovered that our assigned room had not been properly cleaned. There were visible stains on the bedsheets, so I went to the front desk to report the issue. The man working was polite, but he offered no real solution. He provided only one set of replacement sheets, even though there were two beds, and said he would need to find a key to get another. He never followed up.

When I returned to the room, my four children (ages 12 to 5) were trying to make the beds and we discovered that both mattresses had visible urine stains. I took photos to document the condition.

I went back to the front desk again. The employee was sitting in the lobby and did not acknowledge me when I arrived. I stood there for some time before he responded. When I showed him the photos of the mattress stains, his only response was, “I understand. Brenda will be able to help you.” He told me he could not issue a refund and that Brenda, the manager, would be in by 9:00 AM, repeating several times that “she does not tolerate this.” Despite this, he did not offer a new room, an escalation, or any temporary solution.

At that point, I had no choice but to leave the hotel with my four children late at night. This caused a major disruption and inconvenience. We live two hours away, had already had a long, exhausting day, and had a fully scheduled day planned in the area the following morning. I specifically booked the hotel so my family could rest instead, we were left without accommodation, with young children, and no assistance.

Let me be clear: this is not a customer service issue it is a hotel operations issue. It is the responsibility of hotel staff to maintain cleanliness and safety standards, and this room was simply not acceptable by any measure. The presence of urine-stained mattresses is a serious sanitation issue and completely outside the bounds of what any guest should encounter at any hotel, let alone one operating under the IHG brand.

This experience was not only disappointing it was unsanitary, unprofessional, and frankly unsafe for a family traveling with children.

Update**

Brenda was extremely rude during our interaction. She called me and, in a dismissive tone, asked what more I expected from her since she had already issued a full refund and claimed to have spoken with the owner. I requested to speak directly with the owner, at which point Brenda, the manager, responded with “Girl, bye,” and hung up on me.

I attempted to call back several times, but she continued to hang up. Eventually, she informed me that Maurice, the owner, would be in within an hour.

This situation was not a result of any mistake on my part. The ball was dropped on your end, not mine. No customer should be met with such hostility or be placed in a hazardous situation at their...

I really do not recommend the Holiday Inn in Texas City, Texas. The team is very unprofessional and incompetent. All the desk receptionists are a group of friends and acquaintances belonging to the same community. If they do not know you, they look down at you. Some even live on site with their whole family which I think is very unprofessional and against the standards and the Corporate's regulations of such a hotel! Most of this team does not know what they are doing and they have bad attitude. The person in charge of the breakfast is worse, she behaves as if the hotel was her property and clearly shows that she is annoyed by the guests. I was personally feeling very uncomfortable to go and eat breakfast with my family as this woman was staring at us while we were serving ourselves as she did not want us there. This person in charge of the breakfast also lives in the hotel with some of her family. The cleaning ladies are very rude, uneducated and lazy. They do not do their job or if they do, it is very reluctantly, against their hearts, you wonder what they are doing there?? They pass from a room to another quite quickly. I had to clean everything in my room and to vacuum by myself! Moreover, even if you put the sign at the door, not to disturb, they still knock. This is insane! There is a smell of marijuana all over the floors, even if they put humidifiers at every floor, you can still smell this disgusting odor! The premises are very dirty, the floor is always sticky, the swimming-pool is disgusting, people throw their cigarette ends on the floor just next to the pool along with some other trash. There is no device to drain the water in the swimming-pool, they just throw some chlorine and that is all. There is a fitness center and all the sport devices there do not work. They told us to check out 14 days before our date of departure. They came knocking on out door aggressively while we were resting and they also harassed us on the phone. They told us to check out immediately without giving any solid reason. If you want to have a good stay and enjoy your trip, stay away from this hotel. It is a terrible location with terrible people. Unless you are a friend of the manager, you will have a real bad time over there. The worst hotel I have ever seen in my life and trust me, during my trips, I have seen nasty hotels but I have never seen people with such a bad attitude and foul manners. They will certainly be...

I will start with the first day: I checked in at about 1 am on Thursday. Your night personnel checked me in as normal, but that’s when the normalcy stopped.

My room (421) had the faint odor of mold, the fridge was leaking over the floor, my toilet did not flush, and there were strange blood-like spots in my bed. Upon attempting to leave the room fo rectify the issue, my door handle fell off. After going back to the front desk, we rang the bell several times with no response. After roughly 10 minutes of intermittent ringing, we finally got a response from someone who was back there. This was after attempting to call the front desk, with no answer.

Friday finds us in a new room (315), but three holds were put onto my credit card, while your establishment could only see two. We were told to wait until the end of our stay and all will be fixed then. Holds were fixed, but we’ve been overcharged a new rate for the new room.

Then comes late Friday night: I notice an insect crawling across the bed, and attempt to identify it. All traits point toward a bed-bug. I also use Google Lense, a platform that allows one to take a picture of something in an attempt to search for information about it or identify it; a bed bug pops up as the first result.

I go downstairs to inform Donovan, who was the most helpful personnel I encountered at your establishment. He informs me that he is very sorry, but the manager who goes by TJ will not be in until 10.

While I wash our all-new and already washed clothes (a combined $11 using your establishment’s washer and dryer), and treating our equally new luggage, my wife sleeps in my car to avoid carrying an infestation.

I finally call the manager on duty, TJ, whose tact leaves much to be desired. Apparently I’m not the first to be complaining about these sorts of things as she initially believes I am someone else.

TJ agrees to refund one night and states her maintenance man confirmed it is not a bed bug. I attempt to have her hear me out on the bed bug matter as I have photographic evidence, but she refuses and additionally refuses any more of a refund. No apology, no empathy, and immediately hangs up after saying she’ll get it handled without giving me a chance to say any more.

I have never had a bad experience through any IHG...