Heritage Inn & Suites The Woodlands, Trademark by Wyndham — Hotel in The Woodlands

I am not sure how to start. I travel for work to houston multiple times a month. This particular hotel is believe was known as Drury. Now looks like a new management took over & its called heritage and everything else is same. I always was comfortable staying here cz its right on i-45. Until 2 days ago I traveled to Houston from Dallas after a long team meeting with My executive business director from New York. He asked me where are we staying to which i recommended Heritage inn. Now for some reasons it took us long time to reach hotel & we entered the hotel at 3:02 AM & upon entering No Hello No Good Morning No Welcome to heritage, No how are you guys No Nothing. The first thing that we heard I WAS ABOUT TO CANCEL YOUR RESERVATION WITH A VERY PRIVILEGED ATTITUDE THAT HOTEL IS KIND OF DOING US A FAVOR TO GIVE US ROOM TO STAY. Even after that the whole 5 min experience was not pleasent at all. We are in Sales & the way the conversation happened after that at front-desk , someone would have canceled & leave right away. I kept my calm and composure as I was tired after a long day and team meeting. I felt stupid in front of my Business director from NY that I was the one who recommended this place. The reservation was paid in advance & I don't understand why absolutely 0 training process is excuted before putting people on front desk with absolutely 0 customers service experience. I dont think its the girls fault May be its the management fault for not having a training program on how to treat customers who are regular at your place. Next morning we left and booked ALOFT and stayed in ALOFT for few days before going back to Dallas. ALOFT was wonderful & absolutely no tantrums were thrown. Heritage you have a good location dont mess your reputation because of lack of...

So here’s my honest review. We were traveling and had in mind to spend our money on things other than a hotel…. But still wanted something we would at least feel comfortable sleeping in. This was that hotel. It was $112 with tax and everything (discounted price at the time)… and was in the location we needed - close to the mall. The room we had was 307 and it didn’t smell bad (my husband said he destroyed a small bit of a mildew smell from the AC unit when it was on, but he does have a very sensitive nose and I’m usually very picky about the smells), and it was clean, I checked for bed bugs and it was good. The TV worked, toilet flushed (have to hold the handle down for a few seconds), and the shower was clean and drained fine. The breakfast was not at all to my husbands liking because there was no waffle maker. It was just scrambled eggs, normal round frozen sausage, and biscuits with the box gravy. I think they had cereal and stuff too. There was no salsa to add to the eggs so I was disappointed about that. They did offer popcorn in the evening but we didn’t get any because we were headed to the local Hibachi grill place. So- if your just looking for a decent place to stay the night that’s not very expensive- this is it. But if your looking for a “nice hotel stay” with a “good breakfast” and good “hotel experience”… I would look for another one. But like I said- we weren’t spending much time at the hotel… just...

We paid for one room for one night (August 1st) up front using hotels.com. We then gave a credit card when we checked in for incidentals. The hotel then charged us TWICE for the room when we checked in on August 1st without us knowing. So now we’ve paid for one room, three separate times. On August 6th, we realize we have been charged twice more so we call the hotel at about 5:20PM. The woman at the front desk that answers shocks us by actually being rude to us and saying not to worry about it because we were refunded on August 2nd. We tell her that’s not what’s reflected on our account and were we refunded twice because we were insanely charged twice…she then rudely AGAIN she says Well call your bank then. There was ZERO accountability for the hotel charging us two additional times. She was rude from the moment we started talking, she appeared annoyed with us for having the nerve to inquire as to why we paid for a hotel room three times. All it would’ve taken was an acknowledgment that paying for a room three times was crappy…or even just a basic apology for what happened…I couldn’t believe how rude she was from the first moment when we were the ones that got the short end of every stick. She was unprofessional and should not be in any client facing position. Not only will we never stay at any Heritage Inn ever again, we will advise our friends and family to not trust the service at this establishment either....