Wingate by Wyndham Humble/Houston Intercontinental Airport

Do not attempt to stay here. They cancelled our reservation, did not notify or refund us, and refused to do anything to remediate the situation. I had a reservation to stay at this hotel. As soon as our flight landed at 1:30pm, I called the front desk to ask if my room was ready / if early check-in was an option, as check-in is not until 3pm.The front desk agent informed me we could check-in early, but would be charged a $25 fee. This is fine. The agent then informed me that a shuttle would pick my group up 15-30 minutes later. Imagine my surprise when I get a call 2 minutes later that my shuttle was at the airport and would leave us if we could not get to the pickup spot in the next 5 minutes. When we arrived at the hotel, the front desk informed us that our room had been cancelled the week prior due to some construction. We received absolutely no notice of this. The front desk claimed multiple times that a text was sent, but I checked my phone, including the spam folder, and no text was received. Our reservation was even showing as confirmed on the Amex Travel website, so they clearly had not been informed of this cancellation either. We also never received any refund for our pre-paid room. There was another gentleman in the lobby who was also not informed his reservation was cancelled, so this was clearly not unique to us. The front desk agent showed no empathy. He never apologized for the inconvenience or offered any assistance. When we tried asking questions (why was a shuttle called if our room was cancelled?) he just stared at us blankly and repeated that there was not a room for us. They also said they did not have any sister hotels that they could re-book us in for the night. Yes, Wyndham, who according to their own website owns "more than 8,000 hotels across 25 brands," claimed they had no sister hotels they could send us to. Frustrated, we called Wyndham customer support, who told us that because we'd booked our room through a third party, they could not help us. Overall, we are now out $225. $150 due to needing to book a room last-minute at another hotel, and $75 due to the fact that we STILL have not been refunded for our original stay. We will never stay (or attempt to stay) at a Wyndham owned hotel ever again, and we will be informing our family and friends to do the same.

a week ago

DO NOT STAY HERE! I stayed from January 9th-11th and ended up having to pay over $50 for another night. The hotel advertises a 24 hr shuttle to your terminal and a Wake-Up call service. You have to opt in 24 hrs ahead of time so I signed up on January 9th to be woken up for the 4am shuttle on January 11th. My flight was to leave for 6:30am. I did set alarms that I overslept due to the police calls and unruly guests that stayed next door to my room (When notifying front desk that police were called last night, they stated they had “no clue”). Police came after midnight, a couple hours before my assigned wake-up call. Anyway I missed my flight and did not receive the wake-up call I advised the front desk to which the male night shift worker informed me that he “did not receive” the list…it sits at the front desk…therefore he just did not read it. I was also met by several other guests that missed the shuttle and had to call Ubers last minute. The shuttle is hit or miss and does not come at the times listed. Other reviews will state the same. I ended up rebooking to the next flight which was scheduled for January 12th at 6am and notified the staff here and they threatened to call Police if I did not leave the room or pay for another night. I asked for accommodation since there end of the agreement was not held, but they stated they could not accommodate myself and 2 children until 4am due to the fault not being there’s. I advised them via the room phone to give me 10-15 mins to move money around and within 8 mins they had police at my door. The front desk day shift man with glasses, black hair, short, stated we discussed that MORNING about me leaving. I reminded him we were JUST on the phone, he disconnected the call the first time, and I called back and we discussed I would pay, once the officers heard that they left and did not put me out. Despite the conditions of the mattress and bed being filthy and the trash that was tucked all behind the bed, and the poor customer service, I was still willing to pay. My sons toy fell between the cracks and when the bed was moved it was disgusting. The halls smell so bad of cigarettes and the front desk staff just ignores. I had to request extra sheets and pillows just to make up the pull-out couch and it does not have a mattress protector on it. The “Hot Breakfast” is a lie, its cereal and bagels everyday. The coffee was decent but the liquid creamer had lumps of I don’t know what in it. The female front desk agent that checked me in on January 9th was so respectful and nice. However the man that worked overnight and the day shift man who relieved him were just nasty. I travel often being a veteran now and I also work in a hotel on a military base and the way management would have been all over us if we were disrespectful like this. They flat out told us “I forgot” and “the service isn’t always available”. THEN THE SIGNS THAT ARE ADVERTISING THE SERVICE SHOULD STATE THAT AS WELL. I will update when I check out tomorrow and see if the shuttle is available for tomorrow morning since I have already reserved it and it states a 2 hr minimum is needed to reserve this service. Also note, when I asked the overnight male staff member for management’s information he pointed for me to “grab a card” that only provides the hotel information and front desk number. When I asked the male staff member that relieved him he stated “you can google it” then once I paid for another room and informed him that I already contacted Corproate and reported them to the Better Business Bureau, he stated his manager name is Mark and is usually here by 10 or 11 am on Monday. Then he proceeded to ask “what are your complaints about?”. I responded: When I attempted to discuss my issues you called the police and told me to google the information. So that is what I did.

2 months ago

We called from the airport after we arrived at midnight and were told a shuttle was coming for us in 20-25 minutes. It arrived on time and we got to the hotel greeted by a sign saying the clerk was gone but would be back soon. 15 minutes later he arrived and checked us in, no idea why no one was there when they knew we were coming. The lobby smelled of strong cleaning chemicals. The room was clean but lacked safety lock and light covers. Not the worst place we’ve ever stayed but probably wouldn’t return.

a month ago

The phone in the room did not work. We had to go down and ask for towels, as each bathroom has only 2 small towels. The shower walls are pulling away from the walls. The grab bar in the shower was lose. The toilet paper holder was installed at an angle and ready to fall off. We were told to call for a shuttle to bring us back to the hotel, we called 12 times over 45 minutes and the line was always busy. I would not recommend this hotel at all.

4 weeks ago

Hotel could use a makeover but is clean and spacious rooms. Shuttle service is, in our experience, incompetent. Booked and waited for shuttle that never arrived. Next one was full and said they called for us but that is a lie as we were all four outside waiting 7 min before sheduled pickup. I recommend just taking an Uber.

a week ago