Wyndham Garden Houston Willowbrook

I checked out less than an hour after checking in, but was charged for two days. The first room smelled mildewy and had water standing on the bathroom floor. The clerk offered another room, and we looked at four before I chose the one in the best shape. Its toilet overflowed. The rooms we saw smelled musty, and one had no air while another had a toilet that didn't work. I found another hotel. I want a refund. I contacted the corporate office and was told management would get in touch, but a month is almost up and I'm still waiting. The property seems neglected, even though the lobby looks like someone has put effort into it. The whole experience was disappointing, and it's why I don't like staying at franchise hotels.

The shower was great, the room was clean and orderly, and the bed was very comfortable. But a front desk associate was rude when I asked about the $5 the vending machine had taken. I wasn't too concerned about the money itself, just wished they'd been kinder or tried to help. The stay was okay, but I won't return because of the staff.

The room was filthy and stank. The bathtub and walls were disgusting, the headboard was stained, and the furniture was sticky. Wi-Fi didn't reach the third floor and the TV wouldn't work, so there was nothing to do in the room. I had kids with me and also needed to work, which made it especially inconvenient. The front desk said there was nothing they could do, as if my complaint didn't matter. The website says breakfast is available, but there was none. At check-in, the woman said she couldn't guarantee a room because I'd booked through a third-party site, then two rooms somehow became available. The next few guests were told the same thing. My kids also saw a bright pink sign on a door saying the cops had been called and not to come back, and they started freaking out. Avoid this place.

At checkout, there was nobody at the desk, so I waited about 15 minutes until a cleaning woman came to help. The system was down, she said, and couldn't do much. We had trouble understanding each other, but she used Google Translate and seemed to be the only person who cared. Check-in took about 10 minutes of waiting too. The desk worker was chatting with a coworker about getting drunk that night instead of helping us. They couldn't provide the paper receipts I asked for or enough room keys for five guests across three rooms. Each room had two stained hand towels. When I called at 9 p.m. for a full-size towel, I was told the laundry would be ready in about an hour. There was no iron or ironing board, and patches of wall were peeling. The whole place felt like a halfway house, and the staff seemed more interested in not working than doing their jobs. The owner needs to see what's happening there.