Best Western Plus Heritage Inn Houston

Hotel

Front desk clerk was extremely rude and acted like she did us a favor by going to work.

This hotel was so hot inside. The room we were put in was dirty. The employees are beyond rude. At checkout the girl at the counter tried to scam us out of money… as soon as I called our booking site all of a sudden those extra "fees" magically disappeared and she said it was a misunderstanding. The area is trashy too. Stay anywhere else!

Awful experience… unprofessional staff.

Horrible experience very unprofessional. Fire alarms went off at 3am scaring everyone half to death including my 4 yr old we spent almost 2 hours in the lobby because the manager via phone call by the front desk clerk (who only started working there 2 weeks prior) said if you don’t see smoke or fire tell everyone they can go back to their rooms didn’t even allow her to callthe fire department it took several of us guests to finally convince them to call the fire department because we did not feel safe because even after silencing the alarm it kept going off. How could they expect us to return to our rooms not knowing whether or not each time was a false alarm? That clerk is not trained in fire safety how can her guess be sufficient to send your guests back to their rooms? Fires start in wall and air ducts too! Finally 2 hours later the fire department let us know it was safe to return our rooms. Which was about 5am mind you. I had trouble sleeping after that but finally did. Check out is at 11, but we checked out about 11:20 you know since we lost 2 hours sleep and peace of mind housekeeping tries to rush us out and front desk clerk says only people who checked out before 6am were being offered a discount I couldn’t believe it Eva the clerk would not contact her manager saying she didn’t have her cell phone number when the night before the clerk who had only been there two weeks sure did have the number to contact her.

Another stay at the Best Western Heritage for the week. There is construction in the front lobby and breakfast area currently, so they have converted rooms 100, 101 and 102 to serve as front desk, breakfast area, business center and lounge. Perhaps some may see as a minor inconvenience, but none as fat ad I'm concerned and felt they've done a very good job accommodating guests during this construction. The area is not the best, but there is gated parking for guests. That's kind of the trade off being so close to freeway access with nearby industrial area. The rooms overall are very good and spacious, even with double queen beds, lounge chair desk and dresser with mini fridge and microwave. The bathroom is clean and well maintained. Overall, the room quality and cleanliness is excellent. It's rare to find this quality of hotel room at this price, which is why I have stayed here so often and will continue to do so when working in the area.

I didn’t too much care for the area, but the hotel was GREAT the staff was excellent and all… despite the construction going on in the hotel. Pool was clean and a nice size with plenty of sitting around the pool. I would definitely stay here again on my next visit.

Great staff. The beds are super comfortable. Breakfast could be better. Just a ten minute ride to downtown.

I'm the director of a transportation company. Some of the time I need hotels for drivers that are visiting from other states. I booked a hotel with Best Western which I've done several times and paid via authorization documents. On 8/26/2018 my driver was checked out of his room. Which wasn't a big deal until trying to recheck the driver in. The service desk assistant refused to take payment information via email. She seemed threaten by a BLACK man being in the facility. She stressed that no standard rooms where available only KING SUITS. Mind you this is I10 in the middle of the week. No major events where taking place in Houston. Specially on the EAST side of town. I requested to resign all doc but she refused and was not helpful at all. Later the driver came in to ask for the managers information information and at that time she decided to assist the driver and myself. However I had already made reservations with Hampton Inn. Front desk clerk name is Sylvia. Location 10521 E freeway Houston tx 77029 Mangers name is Jen Gandhi. Extremely poor customer service. I'll be reaching out to corporate as well.

Beds were fairly comfortable. Location was good for our purposes. We were traveling as a family vacation and visited a variety of museums and tourist destinations. This Best Western was relatively centrally located. The breakfast was OK. The hotel lobby was being renovated whole we were there so things were pretty displaced during our visit.

My overall hotel experience at the Best Western was awesome! The room was very clean. The breakfast was very nice. I was able to park in a secured gated parking lot. I definitely recommend this hotel to others.

The front of the hotel was under construction and that’s ok, I think they were updating and that’s a good thing. The room looked pretty new and nice. I am an Hvac tech. And as soon as I walked in I knew they had a humidity issue. The hotel was very musty and damp. The room was just as bad. I could tell the little a/c was not cooling right so I decided to check the filters. They looked like they had not been cleaned in a long time. You could not see light through them, so I did the hotel and my self a favor. I washed the filters out. That way it would run better and I could breath bettter. That did not resolve the musty damp smell and feel. I asked to receive the points on this stay and I was told no because I booked through a third party. Hotel still got my money no matter how I paid. So it seems they could have gave me my points. Check out seemed early. 11 am. I have not stayed at a hotel in a lot of years that hadthat early of a check out. I asked for a Kate check out and they said no they could not do it. Seemed as they did nothing to try and meet my needs. Although it was a descent hotel for the price I will not stay at that hotel again because of the way I was treated and because of the humidity issue that caused the musty damp smell. I would not recommend this hotel to any one.

Well everything was good until I got to my room with my wife and it went down hill from there the room was dirty so my wife noticed there was a cockroach floating in the toilet and that was it for me, told her let's go I'm not staying here and they did give me my refund but that still doesn't make it right for all the other people who are staying there at this moment. Hopefully the management makes some changes cause this hotel is not up to par in my book.

At first, we checked in with Ashley whom was great by the way! However, it was the rest of the experience that went downhill. We had blood stains (which looked fresh) on our sheets and when brought to managements attention at the end of our check out (we were advised to wait until the end of our stay) the lady at the front desk became extremely defensive about it. We advised her that we were given flat sheets (didn’t get a fitted sheet) and had to change them out ourselves. She blamed the stains on Harvey Refugees and stated that they had new employees who don’t check the laundry correctly. I did not like or appreciate that because those blood stains could have come from ANY guests. We placed a $100 cash deposit and they needed to inspect the room before we could retrieve. What through me for a loop was when she loudly asked the housekeeping employee if all the sugar packets, complimentary toiletries were all there… WAIT A MINUTE NOW, those are supposed to be complimentary to the guests are they not? So I ultimately felt discriminated against as she tried to find a reason to not give back the deposit when we left that room in a nice condition. I’m a huge supporter of Best Western hotels as I’ve traveled to other cities and states but this was the worst and most uncomfortable experience Ive had and needless to say, we will NOT be returning.

I love them! Since the hurricane they have treated me and my family like we were theor family.

It is a nice and clean Hotel very friendly staff especially front desk Miss Eva manager I would recommend it to all my family and friends so if you need a place to stay Best Western Heritage Inn!

Room was clean and nice. People were friendly and helpful. Gated parking. Quiet. Will stay there again!

Friendly & professional staff, from front desk to housekeeping.
Very accommodating to our needs in lil ways, especially during this rough lil stint everyone is going thru during hurricane harvey. Comfortable environment to relax at while riding out the storm, breakfast was good & rooms were nice.

I have stayed here on several occasions now, while it's certainly not the fanciest hotel it is great for the price. I have stayed at similar hotels at nearly 2x the price. The hotel staff is super friendly. It's very convenient to some businesses I do work with so it has become my go to place.

This was a clean room with friendly service. It was very comfortable. I would definitely go back there when i'm in town.

Our stay at this hotel was fantastic. The room was very clean and the breakfast was very good. My husband and son really enjoyed the waffles! We will definitely stay here again.

We were only here for a quick overnight. The room and hotel was very nicely decorated. The room had a microwave, refrigerators, coffee maker and hairdryer… everything that we needed. Staff was friendly and efficient. Breakfast offered a great variety. Would stay here again.

It was heartbreaking to see the staff were not treated well. The bathroom in the lobby smelled strongly of urine! Disgusting. The blanket on the bed had blood on it. When we asked to have it changed we were told that there were no extra blankets. So we slept in the sheet. The top blanket was too slippery to stay on the bed. We found a crayon on the floor and our feet were very dirty from walking on the floor. I put socks on because I was grossed out. My socks were dark grey when they came home. Yuck! I forgot my dress in the closet. I called twice to retrieve it and I was told both times that someone would look for it and call me back in 5 minutes. I have not heard back from anyone. Alice at the front desk is terrible at customer service! Eva at the front desk is terrific and very good at her job! She was the only positive during our stay.

Good hotel. Nice rooms. It's on highway so neighborhood not so great but doesn't matter if you just wanna spend the night. Their deposit is pretty high though. Check before they swipe. Good tasty breakfast. Nice ambiance. There is private parking too, ask for it.

Pay about $100 for a $60 experience. Pros: Room is pretty nice overall, with fresh-looking paint and comfortable surroundings, ice machine on each floor, better than average breakfast, security gate at night Cons: Locked side door was not secure because it did not close on its own (have to force it closed), so building is not actually secure, not even one exercise machine functioned properly, no clean towels for exercise room, only dirty ones strewn about, clearly neglected amenity which was a big part of choosing them, sinkhole trip hazard in hallway hidden by carpet, carpet seems very old, frightening noise from elevator, check-in took about half an hour with only one ahead of us, keys repeatedly didn't work, cleaning staff spent majority of time on phone and watching television, until breakfast was busy, then vacuumed loudly near everyone who was eating and trying to talk, slippery tub with no remedy, We would definitely not recommend this place for their asking price.

Awesome hotel very friendly helpful staff clean rooms great breakfast I would recommend to anyone.

Neighborhood isn't the best, but there is gated parking. Comfortable beds and nice rooms.

The place is ok has a gated fence so nobody can take your belongings but be sure to put your valuable in the safe before you leave like money wallet BABY FORMULA YEA BABY FORMULA I guess the housekeeper needed it more than my baby did.

Horrible Hotel! Highly recommend staying elsewhere. The staff and rooms are horrible. So many things broken in the rooms. Manager does not respond to complaints.

Rude staff, terrible rooms, seek other hotel.

Really enjoyed the cleanliness of the rooms and public areas. The staff were extremely friendly accommodating to any need. Would definitely recommend this for a family or business trip. Secure and easily accessible.

This is my favorite hotel in Houston. The staff is the best. Always very welcoming.

Loved it, I had the best night of sleep here at this best western. Very clean place. Nice and quiet. The breakfast was very good.

The lobby is locked after 11. They will not let you into the lobby. Period. High priced.

Pretty nice place. Gated parking lot for security.

Average, clean and friendly staff.

If you have to stay in Houston try to avoid this area. That being said, if you do have to stay in Jacinto stay here! I stayed a few blocks down at a La Quinta and my truck was broken into even with security on the premises! This Best Western has a gated parking lot with card readers for cutomers only. The interior of the hotel has been remodeled and there is no smoking. The lady at the desk was very nice. The free Wi-Fi was actually fast for a non dedicated 50 meg line.

The people were great, the room was clean the only issue was going in the pool wasnt very clean and there was a needle that lodged in my toe from the bottom of the pool, so be warned pool is A biohazard.

We were in this hotel 2009 for 6 nights.
The hotel and the room was very clean, very good. It was all well maintained and the staff were committed to good. The breakfast was the best during our round trip. It is nothing special and meets the American Motel-standard, but it was better yet still a track.
The "pool area" is crude and poorly designed and has all the charm of a prison farm.
The location of the hotel is not really nice. One is to find it difficult and to drive. On the other hand, the direct environment is not particularly inviting.
The hotel itself is so highly recommended, however, are strokes off in location and pool facilities to accept.