Comfort Inn & Suites Houston North - Spring

The rooms were clean, and check-in went smoothly. The two people there were friendly and helpful. But the pool could’ve been warmer and the hot tub should’ve been hot. My main issue is the $100 deposit. We left the room clean with no damage, but I only got $14.90 back. I keep getting the runaround when I ask for the rest, and whoever answered the phone was rude as hell. Not cool. How many people have had their deposit taken like this?

I’d left a glowing review before, thinking this was still a sonesta property. When we called the new management and staff about bringing our service dog, they were incredibly rude and tried to charge fees, which is illegal. They’re nothing like the management and staff who used to be here.

I booked this place for its indoor pool, but it wasn’t working, and they wouldn’t let me cancel or refund my money. I only found out after they charged me. I asked for the manager, but she wasn’t there. The staff member called her, and she also said no cancellation, even after I explained why I’d booked. That was really upsetting. There were plenty of other problems. I saw roaches in my room, and the elevator smelled bad. It was hot in the elevator and halls. The indoor pool and laundry room were both out of order. The toilet seat was broken, the faucet was dirty, and water wouldn’t drain from the sink. The shampoo, conditioner, and body wash dispensers in the shower were empty, even though they advertise full-size products. Their snack and drink market was empty, too. We booked for four people, but there were just three dingy towels. When I asked for more, the staff said they were washing them. It was 10 p.m. The cleaning staff walked around wearing earbuds and having personal conversations, and the staff seemed so unprofessional.

I paid online, but when I got there the room I’d booked wasn’t available. They’d already taken my money, so I was left without a room. I’m definitely unhappy with the service. They also kept my $100 deposit instead of returning it. When I called, the front desk woman was very rude and insisted they were right. My money is missing from my account. They’re making copies of credit cards, which puts your card at risk. This is ridiculous.