I was really disappointed. Before booking or even after booking, there’s no note that I have to pay for parking. I am already paying for the hotel, that should be included in my stay. So that was frustrating. There were so many great reviews about the pool and hot tub. My husband is a captain in the military so he is often having to go far for a long time. So I booked this weekend trip because we were finally back together in the same state. I wanted to plan a nice and relaxing valentines weekend. The whole weekend was to stay at the hotel and enjoy the amenities. We planned to relax and enjoy the hot tub.I booked this hotel for the hot tub and the heated pool. The lady at the front let me know after finalizing check in that the hot tub was broken. Then she said the pool was still open. My husband and I went down to the pool and it was locked. I know that it wasn’t her fault but it was a disappointment. I genuinely only booked this hotel because of the hot tub and great reviews. My husband and I were talking about becoming members of the best western plus members but that was a disappointment. It felt like a waisted trip. Instead of relaxing and staying in the hotel, it caused us to have to get out and find something else to do. I paid $300 for one night to just sleep in a bed essentially.
Reply from Houston Medical Center Hotel business4 Mar 2026
Dear Ms. Coulliette,<br><br>First, thank you for sharing this feedback. I truly regret that your Valentine’s weekend did not unfold the way you had planned, especially given how meaningful this time was for you and your husband. <br><br>I completely understand how disappointing it must have been to book specifically for the hot tub and arrive to find it unexpectedly out of service. While we are actively replacing the heating unit, I regret that this impacted your stay. I also apologize for the pool access issue when you attempted to use it, that should not have occurred.<br><br>As a gesture of goodwill, we have refunded your parking and have also deposited 2,500 Best Western Rewards points into your account. While I know this does not change the weekend you envisioned, it reflects our sincere desire to make things right.<br><br>We greatly value your husband’s service and would welcome the opportunity to provide you both with the relaxing stay you originally intended should your travels bring you back to Houston.<br><br>Sincerely,<br><br><br>- Heath & The Best Western Plus Downtown Houston Team
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Joshua PoulsenLocal Guide
19 Sep 2024
Disappointing Stay at Sure Stay Plus Best Western Houston
I recently stayed at the Sure Stay Plus Best Western Houston in the Medical Center, and unfortunately, my experience was far from satisfactory. The rooms were **horrible**—small, with peeling paint and dirty carpets. The bathrooms were tiny, and the tub didn't drain properly, making it quite unpleasant.
The breakfast options were very limited, consisting only of microwave meals, and the juice machine was out of order. The overall cleanliness of the hotel was lacking, and the service, while okay, couldn't make up for the numerous issues.
Security is a major concern here. In the past, my truck was broken into due to the lack of cameras and poor security in the parking lot. I've also heard of others having their catalytic converters stolen. The laundry facilities are inadequate, with only one working washing machine and dryers that don't dry clothes properly.
The only reason I continue to stay here is its proximity to the children's hospital across the street. Otherwise, I would definitely choose to stay somewhere else.
Reply from Houston Medical Center Hotel business4 Oct 2024
Dear Joshua Poulsen,<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<br>
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maritina mangold
5 Jul 2024
Can’t give the room 5 stars because you can tell it’s very dated and needs an upgrade. However, it was nicely spaced and comfortable for 5 people.
Although the employees were very kind, I highly disliked that the hotel didn’t offer any water for the guests. Best “solution” was to get water from the sink in the bathroom or purchase bottles from the vending machine.
Then, when wanting to use the pool at 11 am, it turns out it was closed because they had added chemicals to the water. One would assume that the hours the pool remains closed at night is when they would add those chemicals but 🤷🏻♀️
Other than that, the location was great and employees were very attentive.
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Fefedfaerie SterlingLocal Guide
2 Dec 2023
If the price I see online is $77 then that is what I should get it for, not 90$ and that was discounted cause my husband was having surgery. The carpet in the room was sticking to my socks. Oh and if you are paying cash expect to pay a 50$ deposit. The hot tub didn't work and the place smelled musty. I found it funny that the info card on the back of the door priced an overnight stay at $500. The free breakfast was the nicest thing in the place.
The workers could learn some elevator etiquette. Always assume someone is in the elevator. Let us out before you come in.
Sam was an amazing front desk clerk! Absolutely amazing!
