La Quinta Inn & Suites Alvin

The first night, a faulty lock kept us out of our room for over an hour, and nobody even apologized. On the second night, there was a mix-up between staff and the front desk about my payment. We'd left at 2 p.m. and returned that evening to find our key no longer worked and all our belongings removed. They said they hadn't known I'd paid for a second night. When our things were returned, more than half were missing. The night desk manager promised to find them by morning, but the manager on duty wouldn't speak with us beyond saying he'd asked the maid, who denied taking anything. When I asked for the cameras to be checked, I was hung up on. I called back, and he wouldn't get on the phone. There's dust all over the boards above the beds, too. Horrible service and housekeeping, and the staff's English is barely understandable.

We were celebrating our anniversary and rarely get a night together because of work and school, so this was meant to be time for ourselves. After checking in and paying, we left to pick up food about two hours later. The bed was already unmade, and the bathroom floor was wet from our shower. When we came back half an hour later, a man we'd never seen was sitting at the desk in our room on his laptop. The front desk checked my details, went in, and came back about a minute later saying he was the "head of staff," the boss, conducting an interview in our room. We were told to wait for him to leave before going back in. We politely asked for another room because having a stranger in a room we'd already used made us uncomfortable. The desk guy refused without even checking, saying it was a busy weekend and our booking hadn't reached the system yet, even though we'd paid. We asked for a refund after only two hours, but he said that was impossible. We handed in the key and left, feeling unsafe and very uncomfortable. After six missed calls, they finally offered another room and free food. We won't return to this location after such awful service.

We usually stay here when visiting family and have been fine before, but this was my worst experience. There was a dead roach in the room, and everything felt dirty and musty. The toilet seat was completely broken off. We had just one roll of toilet paper and no body wash. Because of my back problems, we asked for extra pillows, but were told none were available. When we asked for blankets instead, we got just one. My husband went down to request more supplies, and the staff member wrote down our room number and said "sorry" without giving us anything until we asked again. I'm disappointed with everything about this place.

It's a very nice place to stay, with clean, comfortable, spacious rooms. The breakfast area needs some attention, though. The coffee stayed empty for most of the morning, and the scrambled eggs were powdered. They had sausage, bacon, and waffles, but little fruit, and the food wasn't replenished.