From the moment we arrived, the conditions were completely unacceptable. First, I had to physically push the sliding entrance door open because it appeared to be broken. While in the lobby, there was a dirty, unsettling older man attempting to talk to and interact with my two year old daughter, which immediately made my family uncomfortable.
In addition, I was not greeted at the front desk and had to wait for the reception staff to acknowledge me and begin the check-in process, despite there being no other guests checking in at the time. After finally checking in and heading upstairs, the environment only got worse. As soon as we stepped off the elevator, we could hear people loudly talking from inside their room, and the hallway had a strong odor of marijuana.
At that point, before even making it fully to our room, I decided I was not willing to let my family stay under those conditions. For the safety and comfort of my wife and children, we left immediately.
Risposta da GreenTree Inn Houston IAH Airport azienda4 Apr 2026
Thank you for taking the time to share your experience. I am truly sorry to hear about the conditions you encountered during your recent visit. What you described falls far below the standards we strive to provide, and I sincerely apologize for the discomfort and concern this caused you and your family.<br><br>The issues you mentioned—from the entrance door to the lack of prompt service at the front desk—are unacceptable and are being addressed immediately with our team. We are also deeply concerned about the situation in the lobby and the environment on the guest floors. The safety, cleanliness, and overall comfort of our guests are our top priorities, and it is clear that we did not meet those expectations during your visit.<br><br>Please know that we are reviewing our procedures, reinforcing staff training, and taking corrective actions to ensure situations like this do not happen again. Your feedback is extremely valuable in helping us improve.<br><br>We regret that we were not able to provide you and your family with the safe and welcoming stay you deserved.
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BO
BoLocal Guide
18 Feb 2026
Pool closed for no reason. Charged me for a 2nd night just for a late check out. I signed up for airport van and it never came. Receptionist would not cover a taxi. Pretty lousy hotel. Avoid. Really noisy too with construction, road and directly under the takeoff path of IAH
Risposta da GreenTree Inn Houston IAH Airport azienda4 Mar 2026
Thank you for sharing your feedback. We sincerely apologize that your stay did not meet expectations.<br><br>We regret the disappointment regarding the pool closure. At times, amenities may be temporarily unavailable due to maintenance, safety concerns, or operational requirements, but we understand how frustrating that can be if it was unexpected.<br><br>Regarding the late checkout charge, our policies are structured around occupancy and scheduling needs, and extended departures beyond the approved time may result in an additional night’s charge. That said, we understand how this situation could feel frustrating, especially if expectations were not clearly communicated.<br><br>We are also very sorry to hear about the shuttle issue. Airport transportation operates on a scheduled basis, and while we strive for reliability, occasional delays can occur. We understand how stressful travel timing can be and regret the inconvenience this caused.<br><br>As for the noise, our proximity to the airport and nearby roadways is something some guests find convenient for travel access, but we recognize that it can also result in higher noise levels at times.<br><br>We appreciate you taking the time to provide your comments and regret that your overall experience left you dissatisfie
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Michele Southerland
30 Jan 2026
My husband saw a cockroach in the bathroom.
The heater was broken. We had it on 85 all night and it only blew out cold air.
The breakfast was a few pieces of fruit, some prepackaged muffins, and juice boxes.
Now we’re being told we may not have a shuttle to the airport because they are down one driver and the other one works for multiple hotels.
Risposta da GreenTree Inn Houston IAH Airport azienda4 Feb 2026
Thank you for bringing this to our attention. We are very sorry to hear about your experience and sincerely apologize for the inconvenience and discomfort you encountered during your stay.<br><br>Pest control and room functionality are taken very seriously, and hearing that you saw a cockroach and experienced issues with the heater is extremely concerning. This is not the standard we strive to provide, and these matters are being reviewed with our maintenance and service teams to ensure they are addressed properly.<br><br>We also regret that breakfast and shuttle availability did not meet your expectations. While operational challenges can occasionally occur, we understand how important these amenities are to our guests, especially when traveling to and from the airport.<br><br>Your feedback is very important to us, and we truly regret that your stay fell short of expectations. Thank you for sharing your experience so we can continue working to improve.
