My fiance brought me to Houston to see my first Texans game and booked a room for us at the Holiday Inn Reliant Park. He checked in while I waited in the car, which means that he was the only person that signed the paperwork.
First of all, the hotel floor we stayed on reeked of cigarette smoke. There was a small air purifier (about the size of a shoe box) sitting on the floor in the hallway on the way to war with. The room itself had a horrible order of cigarette smoke. I understand that it was the smoking for, but the carpet and obviously not been shampooed in recent months and no one had ever bothered to Fabreeze the floor or rooms between guests. There was brown swirling fur on the ceiling over the bed from months or years of cigarette smoke, and empty potato chip bags underneath our bed. The hotel phone lines were down, and one entire electrical outlet did not work, meaning that the alarm clock and lamp plugged into it also did not work. I spoke to the manager, Kimbra, on the the morning after we checked in, and let her know about the problems we had with the room. She very kindly took my name and information and then gave us a reduced rate for the second day of our stay.
When we returned from lunch that day, the room keys we had been given the night before no longer worked, and my fiance took them down to the front desk to have them re keyed for the next day of our stay. We went to the football game that night happy for the super short commute across the parking lot to the stadium.
Unfortunately, I have a bad knee from the old car accident, and after a few hours of walking up and down the stairs and ramps and sitting in the small chairs in the stadium, was in a great deal of pain. So I left during the third quarter and limped back to the hotel room, leaving my fiance to enjoy the game. That's when everything really fell apart.
the new card key we have been given that afternoon did not open the door, so I went back to the front desk and asked them to fix it so I could get upstairs and into a hot soak for my knee. The gentleman who identified himself as a night time supervisor refused to rekey my card because he said he could not find my name on the paperwork. He asked for identifying information, which I gave, along with the name of the manager I had spoken with that morning who took my name and information. He told me she was not available and refused to call her to check about the conversation we had had that morning. He also told me that I was lying when I told him she had given us a rate of $89 for the second day of our stay, due to problems with the room. He said nobody had a rate that low and that I should stop making things up. He then told me that my fiance could have had any girl up there in the room and he was not going to allow me back in without him. He told me to wait in the lobby until my fiance returned. I kept telling him that I was in a great deal of pain, which is the only reason I was not at the game with my fiance. He was incredibly hostile and rude. And never offer to either call my fiance and ask who I was, or simply check the communication records from earlier that morning where my name and IGH Rewards member information had been taken. After telling me that he had been a manager for 15 years and knew exactly what he was doing, and that I just didn't understand business, he finally rekeyed the card so I could go back up. He swore that the card my fiance was still holding would still work, but I had a feeling it would not. I made it about 4 feet from the front desk before my knee gave out completely. He called to me and asked sarcastically if I needed a wheelchair to get back to the room. I made it to the elevator, and burst into tears of pain and frustration. I desperately needed to get into some hot water, but knew that when my fiance got back, he would not be able to get into the room, and I might not be able to get myself out of the bath tub to let him in. So I waited the hour for him to return, listening to a drunken couple fighting in the hallway outside of our room. Sure enough, his key card did not work. I let him in and he helped me into a tub, furious at how I had been treated in his absence. In his words, they treated me like "street trash." I understand that the night time supervisor did not find my name on the paperwork when he first looked, but a few minutes of investigation would have shown him that I was noted on the account and everything could have been taken care of in a much more respectful, caring, and professional way.
The next morning, Kimbra did apologize for his treatment of me, and offered us 5000 reward points for our inconvenience.
All in all, a very upsetting stay. Plus the team lost. Which certainly isn't their fault, but still sucks. :-)
- Official Description (provided by the hotel):
- The Holiday Inn Houston - NRG/Medical Center Area is one of Houston's favorite hotels. The hotel is conveniently located off Loop 610 and Kirby Dr, just off the Upper Kirby District, with exclusive back gate access to NRG Park and NRG Stadium making us the most convenient Houston hotel near NRG Park. In addition, our Holiday Inn Houston hotel is minutes from the Museum District, Texas Medical Center, Galleria, Rice University, Rice Village and downtown. Catch the 'Metro Light Rail' located less than a mile from the Holiday Inn Houston NRG Med Center hotel for easy access to downtown as well as entertainment areas. Our hotel features the fun and friendly SIDELINES Lounge, TRELLIS Restaurant with excellent food, free high-speed wireless Internet access, a fitness center, large courtyard pool and a hot tub, business center and over 2320 square feet of meeting space. The Holiday Inn - NRG/Medical Center Area is the perfect choice for so many reasons. Come find out why we are the perfect Holiday Inn Houston hotel. ... more less
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- Also Known As:
- Holiday Inn Houston Reliant Park Area Hotel Houston