Four Points by Sheraton Houston Intercontinental Airport

We couldn’t check in when we arrived, and the front desk employee didn’t address what we needed. The way the situation was handled felt inappropriate and made an already disappointing arrival worse. For a hotel with this reputation, I expected much better. The staff were unhelpful and unprofessional, and the lack of courtesy, urgency, or any attempt to find a solution left a very poor impression.

The stray dog wandering around the parking lot was probably the most entertaining part of the visit. The room was less reassuring: there were leftovers from the previous guests in the mini-fridge, so I wasn’t confident it had been cleaned properly. The location is inconvenient for getting food on foot, which I knew before booking, and the restaurant isn’t open in the middle of the day. If you check in before 5, you’re out of luck unless you drive, order delivery, or find something on site. I paid ahead for breakfast and regretted it. The eggs were watery, the potatoes undercooked, and the continental spread was about as sad as it gets. A Jimmy Dean breakfast sandwich would be an improvement. If they reach out and refund the breakfast, I’ll update this review. This was one of my lesser Bonvoy stays.

After a very long day, I’m here overnight and couldn’t be happier. The room is clean, pretty, and quiet, and the front desk staff are so sweet and helpful. The woman in the red Christmas cowboy hat with a rose on it was especially warm and welcoming, and lovely to talk to. They take such good care of airline crews here. I wish I could stay longer!

We left and found a room at a Hampton Inn down the road, where customer service was handled properly. The reason we left was that the suite we had booked for Christmas with our daughter was never made available. We arrived at 3:45 PM, after the 3:00 PM check-in time, and were told the previous guest had checked out late. We could wait about an hour or take a standard king room with breakfast vouchers. We chose to wait because we’d booked a suite to open gifts, watch a movie, and spend time together comfortably. After only about ten minutes, they said the suite was no longer an option because housekeeping was leaving for the day. We had no real choice but to take the king room and vouchers. The room was shockingly small, the smallest king room we’ve ever seen, and not an acceptable substitute for the suite we’d paid for. The whole situation showed a lack of planning, accountability, and respect for guests.