Holiday Inn Express & Suites Houston Space Ctr - Clear Lake by IHG — Hotel in Webster

My wife and I recently had the pleasure to stay at your hotel in Webster for our anticipated trip to visit Houston and Galveston, along with the surrounding area. We were extremely excited for our trip and our hotel stay as there was some great reviews about the hotel. As COVID has had an impact on hotels that I have experience since my five hotel stays within the past six months, I felt that I should call your hotel to get some answers to some of my questions. Prior to booking the hotel, I called the front desk and ask about breakfast. I was informed that there would be coffee and tea, fruits, juice and even Jimmy Dean sandwiches which we could microwave. The breakfast was an important factor in selecting your hotel. Upon arrival on 12 Feb 2021, we had a great experience with the check in. However, after we received our keys and was directed to the elevator, there was only one elevator working. Normally that would not be an issue, but due to COVID, the capacity for the elevators was limited to one family. Needless to say, we had to wait an extended time period for an elevator to take us up to the third floor, and had extended wait times during the stay while the elevators were operational. I know there are stairs, however, I have severe COPD and to take the stairs every time we need to get from our room to the first floor was not an option. We stayed at the hotel from 12-18 Feb 2021 and it seems like there was no effort to get the elevator repaired. That was day one. During the course of the night, we noticed that the heating was not working in our room. After being told that maintenance was not in, we moved on to breakfast. Much to my dismay, there was no tea or fruits for the breakfast even though I was told there would be when I called prior to making the reservation.

Saturday night was another terrible evening as there was no heat. As we were told that maintenance was not working, we requested another room. We were fortunate to get the room that did have heat. Keep in mind we were staying at the hotel for a period of six nights, and my wife and I settled in our room like it was our house. We had our clothes all unpacked and put away in closets, dressers, nightstands, and our toiletries items as we would in our own home. Needless to say, to transfer to another room was not simply picking up our suitcases and moving to another room. It was an event to repack and move to another room. During our six day stay, not once did we have room service make our beds, change our towels, or empty our trash. Now let’s talk about the power outage, water shortage, and plumbing issues. I realize that this was a historical weather phenonium, but feel that I must address some issues that occurred during the outage. I understand that the hotel cannot be responsible for the power outage, however, on the first morning of the outage, someone brought a generator to the hotel and we were told there would be at least coffee and the microwave would be running on the generator for the hotel guests. We were told that the generator would be there for us to have coffee and use the microwave. The generator was there for a short period of time and then was taken away. I did not see the generator again. Not sure why it was taken away, but in any event, it was not right for the front desk to tell us that there would be a generator and there wasn’t one except for the first morning of the power outage. Plumbing was also a nightmare. Needless to say, even with multiple layers of clothing, we were freezing during the night. No electrify, no room service, only two breakfast mornings, no towels were replenished, and even trash was not removed. We had to bring...

I was in town for business, not only was my room not replenished everyday with towels, bathroom shampoo etc. That Wednesday I spent the evening in the ER, I didn’t get to my room until 3am. I had to be in class at 7am Thursday. I was sent home with prescriptions from the ER, granted I should have had them with me but with my back issues, what I was carrying I had too much weight on me in the first place so I hide them. I had put the medication instructions and bag in the trash so whoever was in my room saw what I was given. When I got back into my room all that was left was 2 pills in one bottle and 3 pills in the other. There was plenty of meds in both bottles that would have let me make it through the rest of my trip and 5 hour drive home. I reported it immediately to the front desk, the entire time I was there I was told they were still looking into who was working that day and on my floor. It should not have been a complicated task. They would have had that information from the schedule the day I called when I found it missing. Management told me that evening when I reported it their housekeepers have been there 3yrs with no reported incidents. First of the year laws have changed and it’s very difficult for people to get pain medication, which is why I had to go to the ER to prove I suffer from chronic back pain awaiting surgery. So for me to be out financially and in continued pain for the rest of the visit; Management did nothing, didn’t offer to comp. part of my stay. I didn’t need to know the internal handling of what they did but the cops should have been called and the person stealing anything from a guests room, some kind of action should have been taken immediately instead of ignoring my report and turning a blind eye. I’ve given them plenty of time to reach out to me since I checked out and haven’t heard anything from them. This is a serious issue. I would not stay at this hotel ever again. I had to pick up my own replenishments for my room at the front desk and be my own housekeeper. There are plenty of hotels in Bay Area Blvd I’ve used through work trips that are amazing email me if you need recommendations. I’m disappointed on how this situation was handled or not handled and would hate to see this happen to anyone else. It wasn’t like they knew exactly where to go to find my meds, I could tell my belongings had been searched until they found what they were looking for and they were smart about not taking the actual bottles, if I had called the police to make a formal complaint against the hotel the bottles weren’t missing, but there’s no way I could have taken that much medication on my own in less than 24hrs of being released from the ER and be alive. DO NOT STAY AT THIS HOTEL. After I made the report I was treated very...

This is the worst managed property I have experienced within the HIEX brand. Poor staffing created numerous problems for travelers. We stayed here for 3 nights over Memorial Weekend. Knowing that many people travel on holidays, staffing was very limited. My sympathies went out to Diana, the only desk clerk at check in. She had to handle phones, travelers stacked up in the lobby whose rooms were not ready, check ins, calls to Housekeeping to learn if rooms were ready, etc., by herself. There was no recognition of Priority Club membership on check in. The breakfast room was a nightmare. There was only one person around to service stocking, preparing food, cleaning up spills, emptying overflowing rubbish bins...all three mornings. Housekeeping staff were pressed to get rooms cleaned. Our room was not serviced for 2 days prior to 5 pm. We actually just asked for towels to be exchanged so the housekeepers could move on to service other rooms. Common areas in this hotel need attention. Carpets need to be cleaned and more attention needs to be paid to details such a dusting. This weekend experienced serious storms in Houston but there was no one available to clean up mud and water brought into the hotel on guests feet. On Tuesday morning some water did leak under a door into the hallway but there was en employee working on that. On our last night there, a form letter was slipped under our door from the manager, Kim, hoping our stay was pleasant and if not to call her. I called, got voice mail, and did not hear from her until 2 days after we left and were home. She assured me that while she was on vacation the prior week, another employee was acting as manager. She apologized for poor staffing and was appreciative of knowing that training issues need resolving. In my opinion, training needs to be from the top down. No one wants to work on a holiday weekend. Being in the travel service business, however, requires better staff management, physical appearance of the property, and better guest communication especially on a high volume travel weekend. I am very disappointed in this property. The staff were doing the...