InTown Suites Extended Stay Select Houston TX - BrookHollow

They check me out 2 days before my day

When house keeping is cleaning the room its a quick wipedown, also when making your bed they don't put clean linen on the bed or vacuum

We didn't receive breakfast and not because we didn't ask, because it was offered and paid for

The morning concierge

Very dissatisfied!

Property was very filthy, infested with roaches

SEVERELY ROACH INFESTED!!! I checked into this hotel on 6/12/23 and quickly left at 3 am that night due to the severe roach infestation. They are so bad that you can smell them in the room, hotel and even the air coming out of the building in the parking lot. They allow you to look at a room before finalizing booking. The model room looks nice and so I was set on renting the room for the week. I check into the room and it reeks of a cigarette smoke. I ask to see the first floor room they had and it was less than appealing so I take the third floor room. I cleaned the room and start to set up. At night the roaches start to crawl out from the wall behind the dresser, the floor, the kitchen countertop and the bathroom. I didn’t keep any paper plates, food, seasoning or anything in the cabinets and they still came out. I decided before they started to crawl in my things to leave that night and I got another hotel room across the freeway at the Townplace Suites. No roaches here btw AT ALL! The next day I speak with Kelly the GM at this location that I’m checking out because of the pest problem. She informed me that I should have told her so she could spray. I also told her the toilet was out and I had to use water to get it to flush. I ask for a refund on the dates I’m not staying and she states they can’t give me a refund. We go back and forth ( I want to mention I did not raise my voice or become belligerent nor disrespectful.) I ask if there is a higher up or corporate office and she states there is none. I call my bank to dispute the charges right there and my bank states that they just need the manager to authorize my bank to temporarily reverse the charges so they can investigate. She refused to help. She decided then to roll down the gate to the front desk, walk out and lock the door. I’m experiencing temporary homelessness and they charged me $369 for the week. I explained that the money was needed for another hotel and it was all I really had. She was not moved. I actually spoke with one of their weekend associates a couple of days after and she was more than helpful. She stated that if I had come the first day or the very next day they might have been able to do something. I informed her I did. Other issues with the room: musty roach/cig smell, dirty mattress protector sheet, toilet stopped working, front door appeared to have been kicked in previously. An obvious safety concern. I’m currently disputing the charges with my bank. If it can’t be resolved there, I will utilize social media and small claims court to get my money back. Also after she sprayed, and I returned to the room just to see if the problem had resolved, it wasn’t. Roaches still came out. Please see the pics below for evidence.