Holiday Inn Express & Suites Energy Corridor West Oaks, an IHG Hotel

Need Hospitality Training - Avoid the Property I cannot say this enough. Please stay away from this property. On Saturday this past weekend, I booked a room with points & cash on my IHG credit card. When I walked in the older balding man at the front desk ignored me for a good 3-4 awkward minutes. No greeting. As I patiently wait there and shuffle my feet around hoping it was an issue with my quietness he still ignores me. At this point I want to say something but enough time has gone by that I am unsure of how to approach the situation so I wait another minute or two until he finally looked up. Says “how can I help you?” So I give him my name and number so that he can find my reservation. He doesn’t find it so I give him my ID. Long story short, I’ve been married for years but my IHG member number has my maiden name. IHG hasn’t been able to change my last name on it because my past stay history will be deleted since I will have to get a new ID number. However I’ve never in the 9-10 years of staying with the brand have ever been refused to be allowed to check in. Due to a different last name on their Rewards program than my ID. Mind you my first name is Nallely. Highly unusual, so it’s highly unlikely for me to be “stealing” that identity :-| anyway, I digress. I proceed to explain to the man that I have paid for the room and that I cannot just go somewhere else because the reservation was done via points. I explain the name issue and try to show him on my phone that it’s me, and I have the app and I can book with my own credit card. Normally, most properties merely want the ID to match the credit card. However he gives me no options and He continues to refuse to check me in and in fact just ignores me as I stand there in pure shock. He doesn’t try to resolve my problem and in fact refused to call the manager/GM/ operator. Mind you it’s 10:45 pm, I’m exhausted and the room is paid for. He continues to ignore me and proceeds to check in another family. I’m embarrassed beyond belief but can’t leave because my points will be lost if he checks me out the next day as a No Show (hotel term for a room that’s been paid for but the guests didn’t show and now the hotel has the right to keep the first nights payment since they held a room for you). So I stand in their lobby as I call IHG to get the situation resolved. At this point I don’t want to stay in their rundown poorly mananged property but need my points back. _ so I get it resolved and had to travel about 20 minutes across Houston to stay at another Express property. Who politely checked me in with my ID that doesn’t match!!! The second property gave me points and a complimentary iced coffee! Lesson of the day don’t stay here stay at the Houston Beltway 8 property, or any other place. Notice how I was reimbursed points for that reservation. However I still haven’t gotten a call or apology for the major inconvenience and embarrassment I suffered that night. I pray they make changes with the extremely rude night auditor that worked the that night. Also I’ve added the multiple properties that I’ve stayed at with my ID for the past couple of years where clearly there was no issue.

Nice Hotel I love how much of a good experience I had at this hotel. I was a little skeptical because I’ve never been to that area of the city before but as soon as I walked in I immediately realized that I was at the right hotel. It was a nicely decorated hotel with beautiful rooms and suits. Nice pool area. Workout room. And dining area. Me and my family were very pleased with everything during our stay especially the staff and management

HORRIBLE EXPERIENCE Please do not stay here, I was told to Zelle the owner my deposit I should have known from that moment to run but I didn't, I checked in anyway, checked into a room with soiled sheets on a Friday, I was told housekeeping quit, so I would have to wait until Tuesday of the following week for housekeeping. The First day I checked in I was followed to my room by an unknown male, I witnessed drug deals being made right in front of my eyes. After all of that I didn't feel safe, so I attempted to check out and Sam the manager refused to allow me to check out, until the following day. The local authorities were called. Sarah is a very nice person, if she can help you, she will, on the other hand Sam is not a nice person at all, horrible customer service.

Most Excellent Stay I’ll give this place five stars great customer service I will be coming back here. Great area lots of food places around 10 out of 10 I definitely would recommend again five stars Okay Free parking Hot breakfast I enjoyed my stay here, staff is great.

Mariah They were Very welcoming & clean. They worked with me on my deposit so i wouldn’t have to pay much.. Best hotel I’ve been to in Houston and I’m from New Orleans Louisiana . Also good breakfast & peaceful environment. The pool was clean as well..