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April 2025 by Gamma Lister
Had to book a room here last minute when another hotel abruptly canceled my booking. My room was very clean, comfortable, and well stocked, the staff were very friendly, and I enjoyed the free breakfast every morning. The location is a little out of the way but you can drive into downtown Houston in 10-15 minutes. There's a pool and a small workout room. There's also gated parking available. Other hotels and some good restaurants just down the road. I felt very safe here as a solo traveler. For the price, I was very impressed and would definitely stay here again.
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April 2025 by Donnell Woodfox
Close to downtown. Gated parking lot.
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March 2025 by Joe Martinez
The front deck lady was a nightmare to work with. She would talk over me and couldn't answer basic questions. I was told i could go find somewhere to stay every time i what a unknow fee was. And tried to double charge me for a room deposit .....i watch her do the same thing to 3 other customers in front of me.
Rooms: Dirty
Nearby activities: Unsafe
Safety: Not good
Walkability: Along a major high
Food and drinks: BREAKFAST WAS UNEDIBLE snake bar $$$$$
Noteworthy details: Unable to reach management despite time of day. I stayed there for 3 days on a business trip, and no one can get in contact with them
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March 2025 by Aisha L
Horrible experience. The entire system had been down since 12pm yet we never got any information regarding this. When we arrived the women at the front desk stated “the system is down best option is to cancel your room” and nothing more ! Canceling came with an 87 dollar fee and the entire refund will not come until 7 days later. No accommodation not even offered a cup of tea.
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March 2025 by Erica
WORST EXPERIENCE OF ALL TIME . As soon as we get there we are informed that the system is down and therefore she has been unable to check anyone in since noon. She informed us that we had two options, wait or cancel as she sat there unfazed typing on her cellphone. I had received a confirmation call from the hotel and they did not mention this.
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March 2025 by Maria Villalobos
Horrible experience! Front desk issued me keys to the wrong room #307 which another guest was already there sleeping, when I went back to the front desk person she laughed it off saying my room was #317 which made no sense on why my key would open someone else’s room in the first place & the key envelope had #307 written!! The couch in my room smelled like pee, overall uncomfortable stay. Location is not ideal; right by the highway so there were homeless people sleeping near the parking lot.
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March 2025 by Kadie Leavings
Unprofessional daytime front desk attendant and TERRIBLE customer service. Room subpar, location sketchy. Booked a one bedroom double queen. (Booking reviews read otherwise)
Upon checking in she saw 4 of us, rudely expressed that I had only booked for 2 adults. I told her I was sorry I thought I had booked for 4. Felt very unwelcome. Got our key, first room smelt of cigarette smoke and musty. I politely asked for a different room. Upon asking she stated “huh that’s strange those rooms were just cleaned.” No sorry, lacked accountability, seemed very defensive. Though it seemed like an issue I asked, we were given a different room. She followed us back to the two rooms. Everyone had already went down to the other room, she said everyone needed to get out so I can check the room. She said the other room did not smell like cigarette smoke, that I just had a “sensitive nose.” Again lacked accountability, no sorry, very passive aggressive. Asked if I needed to see the bathroom before accepting the room? Mind you, I simply asked for a different room due to the smell, didn’t make a big deal out of it, I understand things happen. I’m not sure if she was just having a bad day or just simply hates her job, but it was a very unpleasant experience.
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March 2025 by Dramora
I stayed at this location because I’m loyal to the Best Western brand. But for a Plus, this was not it. The sausage was pale and undercooked, I couldn’t get a clear answer on whether or not the cereal was generic, we were not told that the incidental hold was a charge, I thought it was going to be an authorization. And the state of the mattress pad underneath was disgusting!
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February 2025 by John Sparks
**Avoid This Hotel at All Costs**
I stayed here during the Houston Marathon and had an incredibly frustrating experience from start to finish.
Upon arrival, I waited in line for 10–15 minutes to check in because the guests ahead of me were struggling to make their payment. Their credit cards were being declined, and they were calling in friends and family to provide one that worked. The front desk agent, Emily, was clearly overwhelmed and neglected to charge me the $100 deposit required at check-in. Later that night, while I was asleep, she called my room to ask me to come back downstairs to pay the deposit. I refused and told her I would handle it in the morning.
The next morning, another staff member, Merlyn, called my personal phone to request the deposit again, despite my explaining the situation to Emily the night before. At this point, I felt harassed. When I asked to speak to a manager, I was told there wasn’t one available on weekends. Later, when I brought it up again, I was told I could check out early and receive a refund for both Saturday and Sunday nights—something the desk clerk later admitted was decided by the manager, who had instructed her on how to respond.
To make matters worse, I learned that since I booked through Booking.com, the hotel could have helped me find alternative accommodations if I was unhappy, but this option was never mentioned. I stayed, hoping the manager would address my concerns during my stay. No one reached out.
After contacting Best Western’s customer service, I was told it would take 5–7 days to hear back. Eventually, after 11 a.m., I received a call from the manager, Jenn, who also handles the hotel's Google reviews. She apologized but insisted that any refund had to go through Booking.com. Booking.com, in turn, pointed the finger back at the hotel.
When I finally called Jenn again, she spoke to me in an unprofessional tone, saying, "Listen to me, Mr. Sparks." Who talks to guests like this? I requested to speak to her superior, only to be told the owner doesn’t communicate with customers.
### Additional Concerns:
- **Security Risks**: If you're concerned about safety, avoid this place. It’s located right off the freeway on the east side of Houston, an area that’s not great. The hotel exterior has broken windows that haven’t been repaired, which does little to inspire confidence.
- **Room Condition**: The room itself smelled musty, which made the stay even more unpleasant.
Overall, this was a nightmare experience. The lack of professionalism, accountability, and basic customer service from both the staff and management is shocking. Combine that with the poor location and upkeep, and I would never recommend this hotel to anyone. If you’re considering staying here, save yourself the trouble and look elsewhere.
Rooms: - **Room Condition**: The room itself smelled musty, which made the stay even more unpleasant.
Safety: - **Security Risks**: If you're concerned about safety, avoid this place. It’s located right off the freeway on the east side of Houston, an area that’s not great. The hotel exterior has broken windows that haven’t been repaired, which does little to inspire confidence.
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December 2024 by Perla Magallanes
Worst customer service I've ever experienced at a bestwestern location. Stayed at this location multiple times for business purposes. The hotel is decent but the staff always has an attitude problem. This particular day I had originally booked 3 rooms for 6 nights. I had a driver that didn't have a company credit card, so I requested a credit card authorization, to send over and allow my driver to check in since the owner wouldn't be flying in until midnight. After sending the authorized form, front desk still wouldn't allow my driver to check in, stated the primary account holder had to be present. When asked to speak to a manager, their wasn't one available, yet I was being put on hold and the receptionist was stating her manager told her they couldn't bend the rules. This location needs to be trained on the purpose of a credit card authorization form. Needles to say, I canceled my reservation and will not be booking at this location again.
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December 2024 by Linda Bascom
The front desk personnel were just way to laid back. Our keys didn't work more times than not. Their answers were,don't keep it my your phone. No, I'm sorry for the inconvenience or anything. I also don't know if they were working on things related to the motel/hotel or not but they they seemed to spend a lot of time on their phone's. The room was clean and comfortable. The breakfast was good for the most part. The ladies were helpful and hard working. I so appreciate the hard work.
Rooms: The room was clean and the bed was comfortable.
Safety: It would have been and felt a lot safer if the key would have worked.
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December 2024 by Elida Esparza
I LIKE TO MAKE A COMPLAINT ABOUT A EMPLOYEE SHE DID NOT HELP ME OUT I WAS STAY AT THE BEST WESTERN HERITAGE INN 10521 EAST FWY HOUSTON TX 77029 ON THURSDAY NOVEMBER 14 2024 ITS WAS A RED CAR PARK NEXT MY CADILLAC CAR THEIR WAS NOT PARK IN THE PARK SPACE THEIR WILL PARK ON THE STRIPES LINE IT SAT NO PARK THEIR WAS TO CLOSE TO MY CADILLAC AND I WENT TO TELL THE EMPLOYEES ABOUT IT SHE DID NOT DO NOTHING ABOUT SHE JUST SIT THERE EATING AND BEEN ON HER PHONE I TELL HER TWICE IF SHE CAN GO OUT THERE AND THEM TO MOVE THEIR CAR AND PARK WHERE IT BELONG AND SHE DID NOT MOVE AND SHE SAY IS IT JUST GUYS OUT WHERE THE POOL THEIR WILL DRINK BEER AND MAKING NOISE OUT THERE I BELIEVE HER NAMR IS ASHELY SO WE JUST GOT UP AND CLOCK OUT AROUND 1:46 AM ONN NOVEMBER 14 2024 IF YOU LOOK AT THE CAMERA AND YOU WILL SEE WANTS GO ON AND WE GOT UP AND OFF THE MOTEL WE CHECK OUT..ME AND MY HUSDAND DESERVE 2 OR 3 FREE NIGHT AT THE HOTEL OR SOMETHING BECOUSE ITS NOT RIGHT WE HAVE TO GET UP AND LEAVE THAT GIRL DID NOT DO NOTHING ABOUT IT I WAS WONDERING IF YOU CAN EMAIL ME AND THATS MY HUSDAND RED CADILLICA PARK RIGHT AND RED CAR IS NOT...
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December 2024 by Lenora Evans
We really enjoyed the stay during our weekend visit in Houston. The area was safe and the gated parking area set my husband at ease. We will book again for future trips.
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November 2024 by T Berry
Safety: Let's just say I have a doctors appointment after staying here. The tub had a pillow case in it so was it ever cleaned? The light bulb was out in the bathroom and they never came to replace it.. The shower head flew off and hit me. The front desk gave someone else a key to our room and was walked in on. TRASH HOTEL front desk took a picture of my ID with her personal phone.
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November 2024 by William
The rudest staff I have ever seen. Wouldn't let me take a plate of breakfast upstairs to my room to eat not surrounded by other people.
It's NOT close to the convention center with traffic.
The hotel is outdated, the showers are dirty, I really can't say anything good about it.
Absolutely awful experience.
