BEST WESTERN PLUS Intercontinental Airport Inn

This hotel deserves 0 stars, really… I stayed here a few weeks ago on an overnight layover and the rooms were fine. Not fancy but spacious and clean. So, on another layover I decided to book again and make it my go-​to for the weird travel schedule I have (though there are plenty of good options nearby – better, I’d venture now.) Had a great interaction with Julia when I talked to her about our arrival times and quirky flights. She understands customer service. The problem? Some of the staff is so subpar they erase the pluses. Note that GABBY is extremely unprofessional and impolite. I asked her about the shuttle service and she gave the usual script about bags and call them… I asked if we don’t have bags and flight is on time, if process is the same? She abruptly asked me to hold. I assumed she was checking with her boss. She put me on hold for so long the phone rang back (she seemed to have totally forgotten) and then repeated the same script. I reminded her we had spoken and said I’d been sitting several minutes awaiting an answer to my question and she only reiterated the same. Then why waste my time and why not just answer directly instead of leaving a client on the line? She didn’t care and got short when I asked that question. When flights changed, I called back and talked to Gabby twice and she assured me her manager would enter our change in the system at 7am. No message at 7am. So I called back yet again and it went from bad to worse — Worse yet? NICK who-​when I had to change my reservation due to flight delays-​simply said he «doesn’t do anything except attend to customers at the counter.» Right– he was neither willing nor interested in adjusting a reservation nor making any effort other than «look up your reservation online». Of course, when I ask for a manager, Nick said there isn’t one and he can’t find one. Period. Apparently he makes the decisions and those are to do as little as possible to help guests. THERE ARE SO MANY OPTIONS ON THE SAME STREET-​PICK ANOTHER HOTEL. I won’t be back– and I had quite intended to do so. Both employees should be fired-​and that’s something I’ve never indicated. The incompetence was beyond reasonable.
***update: the manager resolved the cancellation concern the following day. So, while I still rate this low because the experience was not positive, they did address at least one issue. Now 2 stars.

So yeah that was weird. Booked on Hotel Tonight, arrived checked in and everything was fine. I don’t even remember the room as I was delirious. What do remember is the next morning when I was asked for a credit card to pay for my room again. Apparently the staff wasn’t sure how to use Hotel Tonight so I got to pay for my room twice. I immediately called Hotel Tonight which took care of the problem which obviously wasn’t MY problem. Staff my need some training…

Stayed here a few days on business at IAH and will never do so again. First of all, you have to call the hotel and request that the shuttle pick you up, as it doesn’t run every 30 min. like most hotel shuttles do. When I called to request the shuttle, the front desk person asked me if I had a reservation. When I told her yes, she asked me twice to spell my name before agreeing to send the shuttle for me. I travel a lot and have never had this happen. When I asked to be taken back to the airport to rent a car, the shuttle driver asked me why I wanted to go and seemed annoyed that I had interrupted him while playing a video game on his smartphone. In fact, throughout my stay, I saw him sitting in the lobby all day interacting with his smartphone. I asked him a question once and he didn’t even look up, forcing the front desk person to answer. Couldn’t get over this one!
I reserved a room on the third floor, which was supposed to be non-​smoking. When you exit the elevator, the floor reeks of cigarette smoke. The room isn’t any better. Either the ventilation is poor or the hotel staff doesn’t enforce the policy like they do at the Marriott and other hotels.
My reservation was for a Jr. Suite with a sofa bed in the living room. The TV in the bedroom did not work and even though the front desk person said that she’d send someone up right away, I had to ask again the next day and someone finally came that afternoon. There were no bed linens on the sofa bed and of course we didn’t learn of this fact until around midnight when we converted the sofa into a bed. My son slept on a bare mattress and used my blanket and pillow because Housekeeping had gone home. The window air conditioner is next to the bed in the bedroom and with only a thin bedspread to cover me, I had to sleep in several layers of clothes to keep warm. (It was 98 degrees outside, so we had to leave the air on to cool both rooms). The next day, I kindly asked Housekeeping for sheets and a blanket for the sofa bed and was told that it would be taken care of. Again last night, no sheets or blanket existed when we opened the sofabed and another night was spent on a bare mattress and sleeping in layers of clothes!
Today, I stayed in the room until Housekeeping came and have just confirmed that sheets and a blanket have been put on the sofa bed, however the room was not cleaned… I just had to pick up trash! By the way, breakfast doesn’t offer many options either. Over-​ripe bananas and not too many other selections of food exist. Yogurt and a slice of bread is your best bet!
I have never been one to complain about hotel rooms… most likely because the ones I stay in have outstanding customer service and smell fresh and clean. If Best Western «Plus» is attempting to compete with the Hampton Inn, Fairfield Inn by Marriott, Hyatt Place, even the Comfort Inn or Holiday Inn Express, they have a long way to go! There are too many airport hotels surrounding IAH to have to stay here, so please follow my advice and don’t!

Mama says if you cant say anything nice…
Oh, wait… it was very clean. And close to a really fun Waffle House.

DO NOT STAY HERE if you need a shuttle between 9:45 and 11:15 in the morning. the lady at the front desk told me the shuttles run every 45 minutes after 6 a.m. nothing about 945.
They didn’t even budge to provide a shuttle for customers after arriving to hotel only to find out when they run in the morning. I arrived in late it wasn’t clear to the customer when we asked on the phone. The airport is ONLY 4 miles down the street!!!
Hotels in the same area run every ½ at the Holiday Inn and every hour at Baymont Inn you should stay they better customer service!!!

Great place to stay. Clean, good looking room for a great price. The breakfast was good. The waffles weren’t available and the room had some humidity problems, but overall the stay was enjoyable.
The staff were super friendly.

Don’t leave any thing in your cars, our truck was broke into Aug.15,2013 we parked right by the front doors they took our handicap tag knives and tools out so stay clear of this hotel I told my husband to book holiday inn