MainStay Suites Houston NASA/Clear Lake

My family and I were charged for a TV that was already broken in our room. When I told the manager it must be a mistake, she said the previous guests had been evicted after a heated argument and that she had personally checked the room. She then refused to accept the obvious possibility that the TV was already broken, insisted we had damaged it, and became irate. I asked for the documentation showing we broke it, which couldn't exist because we didn't, but she refused and hung up. When I called back, she again wouldn't send anything and hung up on me. Do not stay here. Update, response to Dana: The lack of accountability is Dana's and the hotel's. This was a false accusation and charge for a TV that was already broken. Dana's account has changed: on the phone she mentioned the evicted guests' argument, but now says it didn't happen. I can only assume she realized she'd shared too much and changed the story to support the accusation. Her original reasoning for saying we broke the TV was that she'd had to “thoroughly check” the room herself after the argument and eviction. She also raised her voice when I pointed out that the TV could have been broken by the guests evicted earlier that day. Now she says we didn't report the damage, which makes little sense. Are hotel guests responsible for reporting every item that's already broken, or will the hotel automatically hold them liable? We were there less than 12 hours and didn't use the TV. We didn't mind that it was broken, but I don't see why telling her at checkout or later changes anything. If she was certain she'd checked the room and the TV worked, wouldn't she have believed us when we said we hadn't broken it? The whole explanation, including the changing story, makes no sense and feels like an attempt to avoid accountability. I encourage people to look at how Dana responds to other negative reviews. To me, it follows a pattern of insincere apology, blaming the guest and avoiding responsibility, then another insincere apology. The lack of professionalism is significant. I've never had a hotel experience like this and wouldn't want anyone else to go through it. Other reviews mention TVs that were already broken, so I suspect we aren't the only ones this has happened to. Do not stay here.

We had a terrible stay and want to warn other people. We were only in the room for 11 hours, arriving at 11:30 PM and leaving by 10:30 the next morning, because we just needed somewhere to sleep before continuing our trip to my in-laws. The kids are 3 and 5; they got up and went to breakfast, so we barely used the room that morning. Yesterday morning my husband found a $300 charge. We learned it was for a cracked TV. He explained to the manager that we didn't break or even use it, and she admitted the couple who'd stayed the night before had such an intense altercation that they were evicted. Somehow, though, she claimed to know for a fact that we broke the TV. She was hostile and rude, hung up mid-conversation, and now won't take his calls. We've contacted corporate, who are on our side and gave us the next steps to resolve it. We're grateful for their help, but this means extra work for us over the next few days through no fault of our own. I wouldn't recommend the hotel. If you do stay, document everything that's wrong with the room when you arrive.

They welcome pets, and my son's forgotten stencil set was handled thoughtfully: the hotel contacted me right away and offered to send it to my home. I really appreciate that, thanks again! If you're looking for a budget-friendly, peaceful, secure place in Houston near NASA’s space station, I'd suggest staying here.

A very clean place near everything, with amazing staff who were helpful and really nice. I enjoyed my stay and give management five stars. They also have very clean two-bedroom suites. I'd recommend it to anyone traveling.