My father was a first time patient at MD Anderson, and we went with the understanding that we may be there 3-5 days. Upon checking in on Sunday afternoon, we went to our first room and unpacked. We noticed that there was some trash around the room as if it had not been cleaned after the previous guest checked out. The couch was so dirty and sticky we wouldn't sit on it. The carpet was filthy. Shortly thereafter, we discovered that one of the air conditioning units (ancient) did not work. After calling down to the front desk, we were told they would give us another room because maintenance did not work on weekends. No assistance was offered to change rooms, so we loaded everything up and relocated. The second room was slightly cleaner, but something had been spilled on the carpet, and had dripped a trail across the room. The microwave was filthy with some sort of food that had splattered in it and never been cleaned off. Since our room had a sofa sleeper, I proceeded to open it up. As soon as I picked up the couch cushions, I found a condom wrapper lying underneath the cushion. The bed itself had no sheet and no blanket on it, and there wasn't one in the room anywhere to make the bed up. One of the regular beds was found to have a coat hanger lying in the bed between the sheets. Went to turn the TV on, and the remote control didn't have batteries. Had to go down to front desk to get batteries....got back to room and realized that the remote control was actually to the DVD player, not the TV. Never did find TV remote. No alarm clock in room at all. Curtains all had water stains on them. Even though the room had 2 double beds and a sofa sleeper, which would suggest at least 3 guests, there was only one coffee cup in the kitchenette. No sort of disposable cups for brushing teeth, etc. The only clean thing in the room was the refrigerator, and even though it was on the coldest setting, it was barely cool inside. We were really surprised to find out that we had to empty our own trash, and traipse down to the front desk to exchange our used towels for clean ones. After the first night, we also stripped the beds down and got clean sheets---we seriously doubted they had ever been changed from the previous guest. There is also a pervasive smell of smoke on the 3rd floor; the entire hotel smells as if it's been heavily doused with Carpet Fresh or some other sort of air freshener, but it doesn't smell pleasant.
I would not recommend this hotel to anyone unless there was nowhere else to stay. We will NOT stay there again. Had we needed to stay more than 2 nights, we would have moved to another hotel. After a little research, we found that there are plenty of hotels in the immediate area that are in the same price range (some actually a little cheaper); most of them offer the same shuttle service. In my opinion, if you are a patient of the medical center that has any type of compromised immune system, you need to steer clear of this place, because it is not clean at all. And I'm sure if you are going through the draining process of doing chemo, dr's appts, and diagnostic tests all day long, the last thing you want or need to be doing is cleaning your hotel room when you get back at night. Matter of fact, the floors at MD Anderson were 10x cleaner than the hallways in the hotel. Maybe we should have slept there.
there is no such thing as a good room here
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I recently received a copy of your review for our hotel. First, let me begin by saying that I hope your father is doing well; we are so sorry to hear that he is sick and going through treatments. Second, our company prides itself on providing great service and great rooms at great rates, which is why I was so disappointed to read your post. Please accept my most sincere apologies.
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As you mentioned in your post, we know that our guests have multiple hotel choices, which is why our mission is to provide clean, comfortable rooms at an affordable price that guests want to come back to. The room condition you describe is totally unacceptable to me and not at all representative of our quality standards. In response to your post, I have met with our hotel staff and used your review to help coach them on room cleaning and inspection policy.
As well, our staff strives to provide the best possible customer service to our guests, accommodating their needs. We coach them on how to provide a level of professionalism and accountability to everyone who stays at our properties. It seems in your case, we were unable to meet your expectations.
Let me apologize again that your stay was not completely satisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page). I hope that you would give us the pleasure of having you as a guest again at this hotel or any other brand locations in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.