ACP Hotel Houston Westchase, MOD Collection by Sonesta

The room had several problems. There was no hot water even after I let it run for over 30 minutes, and the desk clerk didn't seem to care when I reported it. The bathroom sink basin had a large crack, the room stayed dark even with all the lights on, the mattress was softer than I like, and the furnishings were dated. I stayed October 8-10, when the hotel was sparsely occupied. The location was good, it was fairly clean, and the pool was clean. Breakfast was great, with limited variety but the basics were done well, hot and fresh. The business center was well stocked.

Our room had no hot water around 10:00 PM, and when we told the front desk, they didn't take it seriously or offer a room change or an immediate fix. They made excuses and said nothing could be done until the next day. Later, the shower kept shifting temperature and sometimes went completely cold, which was very uncomfortable. A staff member called the next morning to offer a room upgrade, but that didn't address what we wanted by then, which was a refund or discount. They refused compensation and insisted on their own perspective, as if the problem wasn't a big deal. The response was slow and unprofessional, and the handling of the issue was unacceptable. I wouldn't recommend this hotel unless it improves basic maintenance and staff training.

The room I was moved to still smelled like trash and was extremely dirty, though at least it didn’t have the cigarette smell of the first one. That first room reeked of cigarettes and rotten food. I was there for two nights with my dog, and after a late start trying to drop off our things and find food before places closed, I came back and couldn’t stand the smell. The young woman at the desk was polite and helped me switch rooms. The problem with my hat was handled badly. I realized the next day I’d left it in the first room. Housekeeping didn’t speak English, so I asked the front desk to check with them. One woman was rude and refused, saying anything found would have gone straight to lost and found. A different desk worker told me the following day that housekeeping had found the hat but thrown it away instead of turning it in. I know it’s just a hat, but everyone’s responses, apart from the first young woman, were extremely rude and unhelpful. The place was disgustingly dirty, and I wouldn’t recommend it to anyone. Do better, ACP.

The staff seemed indifferent to guests’ comfort, and the hotel couldn’t even provide hot water. I couldn’t shower. When I called the front desk, they didn’t apologize or offer help, just told me to wait and said they had no idea when it would be fixed. I’ve never stayed somewhere that failed at such a basic service. Completely unacceptable and disappointing. As a place to stay, it’s lost its most fundamental function. Don’t stay here.