Staybridge Suites Houston-Nasa/Clear Lake by IHG — Hotel in Webster

I tried to follow the guest relations route for making a complaint but it is clear that this hotel no longer cares for guests or rewards members. I'm familiar with this hotel and thought they would be a great place for my dog and I to stay. When I was displaced from my home during the storm, I looked for hotels for two days, once I saw this one was available, I booked and put a credit card down. I even called the hotel and verified they had rooms available and to not give my room away as I would be traveling for more than an hour to get there, plus an additional 2 hours (I went to Beaumont) because I had to leave out out town since my home was uninhabitable, so I would be a late arrival. The associate assured me my reservation was secured.

Unfortunately, I called about 10 minutes away to let know that I was almost there and she informed me that they overbooked. I was furious. I then saw a cancellation in my email. So I have driven 2 hours back to Houston, and then another one to get to Clear Lake, only to be stranded with a dog late at night. I called IHG Reservations and despite the associate telling me there was no rooms anywhere the reservation agent found me a room--in Lake Jackson--and also said that the NASA Clear Lake hotel was still showing available to take reservations! Generally, when hotels are overbooked, they will work to find you a room somewhere and pay for the first night!!! So I drove another 50 minutes in the dark alone at night with my dog so that we could have a place to stay.

This is downright unacceptable--even during a storm--actually especially during a disaster. You all should have been watching your rooms more carefully due to the demand. This is not how you treat guests and especially not rewards members. I'm a former hotel sales manager and I even completed training at this hotel many years ago and this is certainly not what I remember or expected from this property or an IHG hotel overall.

To date, no one has called me to apologize, offer points, pay for one night of room--or anything--totally unacceptable. I worked in sales during floods and Harvey and we went above and beyond to make sure guests we could accomodate and those we couldn't still have a quality experience. I've waited 3 weeks to hear from someone and since I still haven't, I'm leaving this review, so that others can know. Downright terrible...

Had an excellent 11 night stay for business in the local area. Having been to the Clear Lake area of Houston on multiple previous occasions, this time I decided to try somewhere new and it was the central location close to the Bay Area boulevard and the outside pool that drew me to the Staybridge and I have not been disappointed 😁

Staybridge is a short walk to the Bay Area blvd and its plethora of restaurants and amenities, and a 5min ride away will get you to Baybrook Mall for shopping and groceries. Around a 10 min ride and your at the Johnson Space Centre which is well worth a visit.

The Staybridge is a friendly, welcoming, clean and very well presented place to stay, Dawn and the team on the front desk were amazing and all went the extra mile to ensure my stay was the best possible, and the daily smell of fresh baked cookies and popcorn cooking in reception made it feel extra homely, thank you! 😊

Breakfast offerings were varied daily with a wide selection of hot and cold, waffles, cereals and pastries, I particularly enjoyed the maple sausage and cheese omelettes 😋

The complimentary social on Mondays thru Wednesdays, with a changing menu and great selection is an excellent addition after a long day and Sylvia really is the Harry Potter of culinary delights!

The pool area is a great place to relax, with a good size pool and hot tub available and plenty of tables and chairs and loungers to unwind in the evening Texan sun. There is also a well equipped Gym, free laundry room with excellent wash/dry facilities and the introduction of self service beer and cider pumps during my stay was a master stroke 🍻

My room was extremely spacious and comfortable with a huge bed and separate lounge and kitchenette complete with microwave and dish washer, and the daily housekeeping team do a magnificent job 👏🏻

All in all I’ve had an truly brilliant experience at the Staybridge Inn and Suites, would highly recommend it anyone looking for a good value stay for business or vacation, I’m already looking forward to my next visit as I will definitely be...

The week before our arrive date we were in town and actually were stopping by to view different hotels in the area to see which one would be the perfect hotel, I explained the reason for our upcoming stay and immediately the front clerks Mrs. Desiree V., Mr. Blake L. and Mr. Derrick (forgive me I dnt have his last name) were very understanding and Desiree gave me an tour of the hotel and explained every detail, which let us to booking and returning the following week. The concern and the passion they demonstrated for our family was above the normal and we couldn't have been any more grateful thank you so very much. Desiree and Derrick were truly an plus throughout our stay, didn't get to see Blake on our stay but again he played a big part of helping to get us taken care of.

Arriving on a Wednesday we got to join the social and it was a great dinner and the two ladies working the social/kitchen were excellent thanks ladies we enjoyed. Although we wish the social could've been an daily event(it would be a big plus, we have traveled many hotels that offer daily social time love it).Also thanks to the housekeepers they were very nice and caring.

The hotel is nice and pleasant you feel safe and it's in a great location but there's a few cosmetic things that could be addressed to accommodate the pricing, the refrigerator doors looked as if someone had taken a baseball bat to it (in both rooms),the dishwasher was not secured in place and was old, the sofa looked as if pets had been chewing on it, and lastly the heat was not working completely in one room, however these are things that can easily be fixed. The plus out weighed the negative and mainly the compassion of the staff made up for the rest. They make you feel at home and that's what FAMILY DOES!!!

From our family THANKS TO THE EACH OF YOU!!!

Mrs. Desiree is truly the best...

Mr. Derrick...