Rating: 1/5 Stars
Disappointing and frustrating stay during my trip from July 9 to July 12, 2026, especially compared to my great experience here last year. I spent over $600 and booked months in advance, specifically requesting a ground-floor room because I was working a local convention and had a large amount of equipment and materials to move. Despite booking so far ahead, they placed me high up on an upper floor, making loading and unloading a total nightmare.
The room cleanliness was also well below standard. Housekeeping was minimal, the room was not regularly cleaned, and the sheets were not changed unless I went out of my way to request it multiple times.
While the women at the front desk were very accommodating, the staff member working on my July 12 checkout date—a male with brunette hair—was extremely rude and nasty. He saw that I was struggling to move a heavy load of convention gear all the way down from an upper floor (a delay caused directly by the hotel ignoring my ground-floor request) and still charged me a late checkout fee.
Charging a late fee under those circumstances was spiteful and unhospitable. Someone with that kind of attitude should not be working in customer service. I am demanding a full refund for that ridiculous late fee and an account credit for the unacceptable treatment and lack of room cleanliness.
Réponse de Houston Medical Center Hotel entreprise6 Sep 2026
Dear Mr. Ramsey,<br><br>Thank you for taking the time to share your feedback. We are genuinely sorry that your July stay did not live up to the great experience you had with us last year, particularly as a valued Best Western Rewards Gold member.<br><br>We personally reviewed your concerns and our records following your comments. Although our reservation does not contain a documented request for a ground-floor room, we completely understand why being on the lowest possible floor was important while you were transporting equipment for your convention. Unfortunately, we did not have a first-floor guestroom available at any time during your stay, and you were assigned to the lowest floor we had available.<br><br>We're also disappointed to hear you were dissatisfied with the cleanliness and servicing of your room. Regardless of the other circumstances surrounding your stay, we want our guests to feel comfortable with the cleanliness of their accommodations, and we appreciate you bringing your experience to our attention.<br><br>Our electronic records show the $20 late-checkout fee was assessed by J. C., a female Front Desk Agent, not by a male employee. We also do not have a brunette-haired male employee working at our front desk, in hotel management or in our maintenance and housekeeping departments. Regardless, we recognize your overall checkout experience left you frustrated, and that is not how we want any guest guest to leave our hotel. <br><br>As a gesture of goodwill, we have authorized a full refund of the $20 late-checkout fee. In addition, we are depositing 2,500 Best Western Rewards points into your account in recognition of your Gold membership and the disappointment you experienced during this stay.<br><br>Mr. Ramsey, we appreciate both your loyalty to Best Western and the fact you chose to return to our hotel after having such a positive experience with us previously. We would sincerely appreciate the opportunity to provide you with the experience you remember from your previous visit should your travels bring you back to Houston.<br><br>Warm regards,<br><br>Management
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SS
Sabiny Solis
24 Jul 2026
Booked for two nights cause of the location it was near the zoo and aquarium. We checked in late and left right away to celebrate my daughter birthday. Got back around 11pm and went to sleep. Woke up the next morning and found head lice on my glasses that were on the bedside table Called front office and explained and at first all she offered was to change the bed sheets and send maintenance to spray bug spray. That she couldn’t offer us a refund until we spoke to a manager the next day. We told her we were still checking out. Packed our things and left and headed down the street to buy head lice medicine. Would not recommend staying here. This is the lice that was on my glasses. We ended up getting our refund but this was just nasty and definitely ruined our trip
Réponse de Houston Medical Center Hotel entreprise4 Aug 2026
Thank you for sharing your feedback. We are truly sorry to hear that your experience did not meet your expectations, especially during your daughter's birthday trip. We understand how upsetting this situation must have been for you and your family.<br>As soon as your concern was reported, our team responded immediately by documenting the issue, offering assistance, and escalating it to management. Management acted quickly to review the situation, and we processed a full refund so your family could relocate to another hotel without delay.<br>The health and safety of our guests and team members are among our highest priorities. Every guest room is thoroughly cleaned and sanitized after each departure, including replacing all linens and bedding. While we were unable to verify the source of what was reported, it is important to note this issue is most commonly spread through direct head-to-head contact and, with children traveling and visiting popular family attractions, exposure can occur in a variety of public settings. For that reason, we could not determine that the hotel was the source of the issue. Following your report, the room received an additional comprehensive inspection and sanitation as part of our established protocols. We take any report of this nature extremely seriously and investigate each one thoroughly.<br>We sincerely regret that your experience did not meet the high standards we strive to provide. Thank you again for bringing this matter to our attention, as guest feedback helps us continually review and strengthen our procedures.
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KV
Kelly Velazquez
9 Jul 2026
Worst service ever, lady in the front was, rude and disrespectful. This lady does not belong working at the front desk or doing anything with customer service. She is nasty to others was rude to me and other people that were there for service. I would not recommend this location ,she was not courteous, she was not professional she was disrespectful and rude.
Réponse de Houston Medical Center Hotel entreprise4 Aug 2026
Thank you for taking the time to share your feedback. We're sorry to hear that your experience at our front desk did not meet your expectations.<br><br>Based on our review, your visit occurred during the overnight hours at approximately 2:45am when there was a misunderstanding regarding our standard check-in time. Our team explained our policies and attempted to assist; however, the reservation was ultimately not completed.<br><br>Providing courteous, professional service while maintaining a safe and orderly environment for all guests is always our priority. We sincerely regret your interaction left you with a negative impression and appreciate you bringing your concerns to our attention.
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NA
NancyLocal Guide
8 Jul 2026
This place is nasty.
First, there was a giant wet spot on the floor, staff was notified, they just came and laid out some towels. When we were about to go bed we saw what appeared to be blood and pubic hair on the sheets. I was finally moved to a different room around 11pm with my two small children. I was told by staff that I could contact manager on Monday, given my stay was on a Friday night. Every time I have called the manager is not there.
Réponse de Houston Medical Center Hotel entreprise4 Aug 2026
Dear Nancy,<br><br>Thank you for taking the time to share your feedback. We're genuinely sorry to learn your stay did not meet your expectations.<br><br>After receiving your concerns, our Front Desk team immediately responded and personally inspected the room. Based on that inspection, our staff was unable to verify the conditions described. Our team worked to address your concerns, including relocating you to another guest room that same evening to ensure you and your children were as comfortable as possible.<br><br>We also regret any frustration regarding your attempts to reach hotel management after your stay. We return guest inquiries as promptly as possible. Providing our guests with clean, comfortable accommodations is one of our highest priorities, and we take all cleanliness concerns seriously. <br><br>We appreciate your feedback and will continue to review our housekeeping and service procedures to ensure we consistently deliver the high standards our guests expect.<br><br>Thank you again for your comments, and we wish you and your family all the best.
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AW
Arthur Walton
26 Aug 2024
Do not stay here if you have any other option. I made the mistake of quickly booking here, thinking it would be an ok hotel because it was in the same price range as other hotels in the area. I was very wrong, this hotel has a sever mold problem. Read some of the other review that say the same thing. Our room reeked of mold and mildew. It was not a subtle smell but immediate and overpowering. My wife immediately started getting a headache from the mold. I immediately could feel my sinus pressure building from an allergic reaction to the mold. We could not stay here even one night. We left to another hotel a block down that was the same price but was actually really nice instead of a complete dump. I have stayed in plenty of cheap hotels in my life they are generally basic but fine. This hotel is by far not just the worst hotel, but the worst building I have ever been in. It should be condemned. And to top it off it is not even cheap.
Réponse de Houston Medical Center Hotel entreprise4 Oct 2024
Dear Arthur Walton,<br><br>Thank you for completing the survey regarding your recent stay at our property.<br><br>On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.<br><br>I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.<br><br>If I can provide any assistance, please don't hesitate to contact me directly at 713-522-2811.<br><br><br>Sincerely,<br><br>Jessica Hernandez<br>Front Office Manager<br>SureStay Plus by Best Western Houston Medical Center
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PE
Picky EaterLocal Guide
29 Jul 2024
Room smells like a gym full of sweaty men, very outdated. Please read the other 1 Star first before making a reservation. They are all accurate. I wish i read them but i didn't make the reservation. AC loud. Breakfast options very limited. The last night of my stay, at 3:45am i was woken up by somebody playing loud music and loud, repeated thud shaking my room. Was not sure where it came from. Seems like someone was working on something, using mechanical device. Not the hotel's fault but it shows what type of people stays here.
Réponse de Houston Medical Center Hotel entreprise4 Oct 2024
Dear K, K <br> <br><br>Thank you for completing the survey regarding your recent stay at our property.<br><br><br>On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfactions is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.<br><br>I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.<br><br>If I can provide any assistance, please don't hesitate to contact me directly at 713-522-2811.<br><br><br><br>Sincerely,<br><br><br>Jessica Hernandez<br>Front Office Manager<br>SureStay Plus by Best Western Houston medical Center
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KB
Karley Beaudry
29 Dec 2022
Room was average but definitely in need of updates and cosmetic repairs. The lobby is nice and smelled great. The rest of the common areas are pretty awful. The biggest items we noticed were the dirty/stained drop ceiling tiles, garbage cans catching leaks in the ceiling, and rusted/peeling/cracking trim around doors and floors. The pool was absolutely FREEZING and the hot tub wasn’t working which was incredibly disappointing because those were the only reasons we selected this hotel. When we brought it to the front desk’s attention, they told us sorry but didn’t offer any solutions and didn’t appear to care much.
We travel a lot and have fairly low expectations for hotels but this one was terrible enough to warn and notify others of our experience. We read the reviews and booked despite our reservations, and I regret not finding another hotel.
