Quality Inn & Suites Airport North - Stone Oak

“Struggling Staff”

I hate to write a negative review about this stay as I think some folks at this hotel are trying to make it work but this place is very much struggling. It worked fine for what we needed it for -- near a venue for a family baby shower, near the airport, easy access from highway for relatives travel… more

I hate to write a negative review about this stay as I think some folks at this hotel are trying to make it work but this place is very much struggling. It worked fine for what we needed it for -- near a venue for a family baby shower, near the airport, easy access from highway for relatives traveling in from out of town. However, there were a number of issues. These were, in no particular order: 1) none of the ice machines in the entire facility worked; 2) the only soda machine in the building was unplugged and sitting in the middle of the hallway on the 2nd floor, in front of a room; 3) the traditional Holiday Inn pantry near the front desk was blocked off by a folding table and the shelves were largely empty, free of simple things like water, soda, etc.; 4) there were help wanted signs for front desk and housekeeping personnel on the sign leading into their parking lot; 5) some front desk staff didn't speak English very well and weren't able to do simple transactions such as adding an extra room key when checking in (we were only given one); 6) maintenance around the hotel was lacking. For example, in the pool area there was broken patio furniture fallen over and not repaired or at least moved; 7) shower soap dishes were dirty with layers of soap scum; 8) fridge in our room did not work; 9) I am a Holiday Inn IHG rewards member -- the front desk personnel never asked about this, offered water, etc. 10) on my last night, I returned to the hotel after having had a day out with my family. My door key worked fine to get into the hotel from outside but wouldn't work on the door to my room no matter how many times the front desk person tried. At first they indicated it was my fault because I had extended my stay (not true), then they said they'd have to call someone but they weren't sure "who is going to come and fix it" (see previous note about maintenance). Then he proceded to open the door with a manager's key, leave it open but propped open and unattended, to collect me from my car, where I was charging my phone (since all of my belongings including my charger were in the room) and let me in the room. He told me he didn't have a key to my room and that they'd just installed new locks so he wasn't sure what was wrong. Luckily, I had no need to leave my room after behing let in but loading my car, etc. the next morning was tricky because I had no room key. All in all, I would not stay here again unless these issues were addressed. I never felt unsafe but there are definitely some management problems at this location.

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