Staybridge Suites Houston - Willowbrook by IHG

We arrived a little before midnight on Saturday 08/24/2024. My Husband, my 13yr old son and myself. The receptionist behind the desk never probably greeted us and showed absolutely to customer friendly or customer care. The lobby was empty and where the only guests in the lobby. She never stood up from her desk, spoke in a tone that was unprofessional, as if we had bothered her by our late check in perhaps. She then informed me of the $50 refundable security deposit that needed to be paid as well. I booked thru a third party app, and was not aware of it, but was fine with me. My husband paid the security deposit on his card but was told before he'd even swiped his cc, that the Visa card he had, Stay bridge didn't accept that form of payment. He swiped his card, it went thru, and the receptionist seemed annoyed and/or upset that the pymnt went thru. She never gave us any time that breakfast was to be served in the morning, she was just rude all the way around. She continued to ask me when I was giving her my identification was I ready and as I told her several times that I was trying to get it out of my wallet and then she asked me if I needed help getting it out of my wallet if she was annoyed that I was there. I didn't appreciate her attitude her lack of customer service and customer care. We were tired and exhausted and just wanted to sleep in a nice room, so we thought. The air conditioning in the front room was leaking horribly and still is and the water that leaks etc

Unprofessional housekeeping!

We managed to get the only room left during the recent hurricane. The night staff was so lovely. The beds were really comfortable, rooms were dark and we had a late checkout. After we missed flights this place was perfect.

There were a few things out of order but that was because Houston was without power for so many days.

Nice and clean. Friendly and helpful staff. We'll lite parking.

Front desk clerk was nice.

Very dirty hallways, didn't get the room I reserved, pool was closed, grills don't work and there was no breakfast the first morning we stayed.

Breakfast was not provided on second day of our stay with out any notice, that disturbed our schedule significantly.

This property was conveniently located for the places we needed to visit. The first room assigned to us was infested with roaches, and the manager put us in another room on a different floor with the same setup - king bed and two queen beds. We learned once Saturday hit that there is no room cleaning services on the weekend. However, the front desk arranged for a set of sheets to be delivered and we put them on ourselves. Overall, the suite we had plenty of room for a family of five and friends to visit. The decor needs to be cleaned and/or updated.

The hot water was off because of new water heaters needing to be installed. I was not given notice nor was I offered any compensation for the inconvenience

There were cockroaches on the drapes and kitchen. Funky smell throughout the building