Comfort Suites Northwest Cy Fair

I completed a booking via booking.com for Comfort Suites Cy-Fair for a Queen Suite which includes 2 queen beds and 1 sofa bed since there were multiple people traveling together and I paid up-front since I would be getting a great deal but it was non-refundable which I was ok with. However, when I completed the reservation the confirmation reflected a King Suite w/ sofa bed which is not what I selected at check out. I even have a screen shot of the room type right before I completed the reservation because I was sending it to the other people I would be traveling with which reflected the queen suite NOT the King. I believe I was baited and switched. When I initially contacted the Comfort Suites and spoke to the agent at the front desk she advised that I should reach out to booking.com which I did and they gave me a couple of options to try and correct the issue, one being that I call the hotel back directly and ask them to make the change in their internal system and leave the booking.com reservation as is. When I called back and spoke with the agent on duty she stated there were available Queen Suite rooms and she could process an internal change but it was reflecting that I would need to pay and even gave me the amount that would have to be paid ($211.49). She stated that since we already paid that only her General Manager could override it and potentially apply our booking.com payment to the internal room payment but that she would let her know the following day and took my phone number and said they would reach back out to advise me. Well no one ever contacted me. I called, myself and initially no one answered the phone and it rang continuously making me think I was being avoided. When I called back I did reach the General Manager who was very rude, did not identify herself until I asked, and initially acted like she didn't know what I was talking about. After explaining to her she then said that she was told about it but that there were no rooms available in that room type for my dates only the King Suite was available the same room that my reservation was switched to. Strange how less than 24 hours ago there were rooms and now there were none. PLEASE BE CAREFUL WHEN BOOKING ROOMS HERE WHETHER DIRECTLY OR THROUGH A 3RD PARTY. THEY ARE NOT BEING TRANSPARENT AND ARE STEALING PEOPLES MONEY BY POSTING ROOMS THAT ARENT ACTUALLY AVAILABLE AND THEN TRYING TO STICK YOU WITH SOMETHING ELSE.

2 weeks ago

This hotel was mediocre at best which is typical for the Choice Brand. I only booked and stayed here due to the price point but you definitely get what you pay for. First time I stayed, I went through the entire check-in process, including making payment with my card, just for the front desk rep to state that the payment didn't show as processed. Conveniently, their system went down at the same exact moment the transaction was occurring. Hold of the room charge was reflecting on my card which I showed to the rep but she insisted she still needed payment. I advised that I would only swipe my card again if and when the hold was released from my card. After a while, finally received clearance to check into my room and take care of the charge discrepancy the following day. On the next day, hold of the room charge was still reflecting on my card yet the front desk rep kept insisting that payment was not made. When I provided the last 4 of the card number for payment, all of a sudden they were able to locate the payment as if it was sitting in limbo somewhere. Major turn-off and an immediate sign of incompetence. Second time making a reservation was only due to having Choice points for a reservation to utilize. I called prior to my stay and was advised that there was no deposit required when making reservations through Choice whether as cash/card payment or through points; however, when I arrived, the front desk rep wanted a card to hold an incidental deposit of $75. I advised the rep of what I was told previously and she insisted that the deposit was due and printed some vague policy that stated nothing about a $75 incidental hold. I refused to pay an incidental of that amount for a run-down hotel where the amenities and room aren't even worth that. I went through hula-hoops trying to get my money and points refunded to me (cash+points offer) because the Choice brand is a money-grabbing, low quality brand. Breakfast was horrible. Horrible may be an understatement as it was almost non-existent. No oatmeal, no non-pork meat options, powdered eggs, stale bread, stale cereal, watered down juices, cold coffee ---just pathetic. Even as a Diamond member, the rewards aren't even honored. Supposed to receive late check-out but you may be granted 12:30 check-out when 12:00 is the norm, 1:00 if you're lucky. There's a reason why Hilton and Marriott compete with each other--- because Choice could never measure up. This hotel epitomizes that. I will never trade up on Marriott again. Such a disgrace.

4 months ago

First, made a business trip with a lot of expensive gear that I didn't want stolen. Had to leave it in my vehicle. Survived! This rating would be a 4, but...Located near a heavy "Houston" aka super speeding, underpass "hey look at me" area (loud exhaust, air horns, train horns, revving bikes endlessly, etc.). Towels definitely needed better cleaning (hair and stain small stains). Bed was comfortable and clean. Continental breakfast was terrible. 8:30 am and it was basically gone on a Sunday. Nothing hot or not prepacked was replaced. Honestly, probably in contention for one of the worst Continental breakfast experiences I've had (former platinum member). Not being entirely negative, shout out to the cleaning staff. Super friendly. Felt clean everywhere but the towels. P.S. don't put so much water on the toilet paper stamp.

4 months ago

WARNING ⚠️This was a horrible stay. The only reason we didn't switch hotels is because the others were sold out due to a conference. This specific location allowed the guest in the room above us to be loud all night. And admitted that there were children in the room alone. We complained about the noise at least 10x. We even asked to exchange rooms and was told they were sold out. We asked for new towels and bath clothes in which we were told there were no extras after the hours the house keeping left. And we still didn't get any the next day! By the third day I received a $75 incidental fee because there was some type of dye (that they tried to claim we did)on the comforter, in which I didn't question due to the poor condition of our room in general. Please see the pictures. We ended up arguing (unfortunately) with housekeeping and the front desk about the charge. The location is bad as well as we witness a car breakin and motel with a rough environment is directly next door. I would NOT recommend staying here!! Let me also mention they tried to charge me another fee of $129.67 the day I checked out, never communicated a reason. They will keep charging your card with no explanation! My guess is because when I was asked how was my stay I replied with "bad". I guess she didn't like my honest response. Please review the other bad reviews as well. I unfortunately only focused on the "good" reviews. It's very strange that the complaints are very similar as if we are in the twilight zone or as if they are running a scam!! BEWARE!

5 months ago

We stayed there on Wednesday Nov 26 and have been to this one location for many years, The attendant that was working said that they close and lock the front door from 11pm-6am , for my safety was asking to go outside and stated that I have to use the side doors instead of the entrance sliding doors which i felt like they don't care about safety since I'm a female and felt so uncomfortable as I said before but who locks the entrance door shut. I will never give my $$ to this location ever again. Don't you think that isn't without any kind of security either 🤔 I'll take my business somewhere else. Safety of your guests should be PRIORITY....! Lost genuine customer ....

3 months ago