Best Western Plus Heritage Inn

I’ve stayed twice and will keep booking a room with this Best Western whenever I’m in Houston. The staff are EXCELLENT, always friendly and helpful. The rooms are consistently clean, and breakfast is always hot. There’s one spot for a truck and trailer, and they’re willing to reserve it when I call. I’ve brought my service animal Zues before, and they welcomed us both warmly. They only asked me to fill out the service animal agreement, just like ALL other hotels do. They even asked how he was doing when I came back. He was at home resting after four months on the road and getting some much-needed time to relax.

The staff were nice and the breakfast was good, but overnight someone used what I think was a mini saw to steal someone’s Cadillac converter. When the police came asking for video, it wasn’t much of a surprise that the cameras didn’t work. There are signs saying the hotel isn’t responsible if something happens to your vehicle. That wouldn’t be as much of an issue if the cameras worked, so people could feel safer. It’s ridiculous to expect guests to trust that they’re secure when the cameras don’t even work. Someone could come in and murder everyone in the hotel, but apparently it wouldn’t be their problem because they don’t have cameras.

I would strongly recommend staying somewhere else if you can. I was hoping they’d keep my deposit, as they threatened, so my lawyer could go ahead with a lawsuit. The front desk staff, and apparently management and ownership, seemed to think it was acceptable to stop a guest’s family from visiting. Eva was especially rude and unprofessional. When my brother came by during the day to help me get ready for an event, she had a nasty attitude and said visitors weren’t allowed in guest rooms. He was there for less than an hour, but she threatened that I’d lose my deposit if he visited. This policy wasn’t in the deposit agreement and hadn’t been disclosed when booking or checking in. There was no sign, and she couldn’t show me anything in writing. When I asked for a manager, she said none was available, though she claimed she’d called and confirmed the policy. Staff shouldn’t be on personal phones or taking personal calls in customer-facing areas. They narrowly avoided a significant lawsuit. I’ll never stay here again. The property is listed as non-smoking, but I could tell the room had been smoked in. My senses are sharp. The elevator sounded like it was falling apart. The location was convenient for my event, though the area requires you to stay alert at all times.

The room was cleaned excellently, though they left very little shampoo for four people. Breakfast was basic and needs more variety. The only choices were processed eggs, a meat patty, waffles, cereal, bread, and Folgers coffee. I also don’t think it’s right to charge a $100 deposit to a credit card and refuse cash for it.