Will never stay here again
30/12/2018 Deana_K, The Woodlands, Tx
We have stayed here annually, during the Holidays, for the past several years to visit family. This year, however, we were disappointed by numerous issues at this hotel. First off, they have changed ... more
We have stayed here annually, during the Holidays, for the past several years to visit family. This year, however, we were disappointed by numerous issues at this hotel. First off, they have changed the beds and pillows, and they are now both so uncomfortable that everyone in my party had a difficult time sleeping. I checked with the desk, and the gentleman admitted that they had indeed changed out all of the beds and pillows. He advised he would give the feedback to the owners. I can assure you that they purchased the cheapest available because it was horrible. Also they have hidious signs up in the room about the cost of these horrible pillows and towels. During the free breakfast, I saw the employees recycing the eggs and potatoes into a plastic container to refrigerate to serve again the next day. At breakfast the bagel was as hard as a rock. The bathroom in the room seemed dirty. Finally, on checkout day, we received a call 18 minutes before 11:00 am (check out time) informing us that it was check out time. This also was very upsetting. We have never been rushed out of a hotel prior to check out time. When we confronted the front desk staff about this. He advised that the maid was out of rooms to clean; therefore, he made the poor and distasteful decision to call our room to try and rush us out. He advised he would have the owner contact us to try and come to an amicable resolution for all of our concerns. The owner never contacted us so we have came to the assumption that they do not care how we feel. We have just made the decision, we will never stay here again. It has gone down hill. Thanks for reading. Pictures are attached for your perusal.
BW44586, Manager at Best Western Windsor Pointe Hotel & Suites-At&T Center, responded to this review
Dear Deana, I am devastated to hear you had such a bad experience with us. We are usually known for our great customer service and attention to detail in everything that we do. But we completely understand that our reputation is not something we should hide behind and I want to extend our sincerest apologies concerning all the issues that you have faced. I also want to thank you for taking the time to write such a detailed review. All your comments are essential to educating our staff about good and bad service. We will ensure your feedback will be given to all. Furthermore, I will personally supervise that all your other complaints are addressed.