Kemah Edgewater Hotel, SureStay Collection by Best Western

Bethy and her father try to steal from you. Both are manipulative, and lie. The place smells like mold and mildew. They tried to refuse to honor best western policies with service dogs, are rude, taps in bathrooms do not shut off. Bethy lies and fraudulent over charges. Not pet friendly, not clean, not honest. Will try to double charge and lie to your face about it.

I recently traveled to Texas to see my sister. While I was there, I stayed at the Kemah Edgewater Hotel in Seabrook. I traveled 19 hours to get there. I have a service dog but he wasn't feeling well and I decided to leave him with my sister while my wife and I went to check into the hotel. When we arrived at the hotel to check in, the man at the front desk (Danny) proceeded to tell me that I was going to be charged for my service dog because it was not with me. I tried to explain to him that I had just traveled a long way and my dog wasn't feeling well, and I had my wife with me, Danny said he wasn't a service animal. He proceeded to tell me that my dog had to be with me 24/7/365 according to the ADA. When I tried to tell him that he was wrong, and the ADA doesn't say that, and my wife was with me in case I had issues, he proceeded to give me my credit card back and told me that I could go and stay somewhere else, then pointed at the door. I couldn't understand him very well because his English wasn't very good. I was 19 hours from home, tired and at this point, very upset. I didn't want to argue with him. The ADA says you have to be in control of your service dog at all times. It doesn't say that your service dog has to be with you at all times. But, I told him I still wanted to stay and he told me I was going to be charged $25.00 a night for my dog. I was upset still but paid his fee because I didn't want to take the time to try to find another place or argue with him about the wording of the ADA. I stayed for a night and couldn't sleep because I was upset with him. Because he wouldn't believe me, no matter what I said. It wasn't fair! He was rude! The next day I decided I needed to get away from this hotel and this guy because I was still angry. I asked him to refund me for two nights so I could get out of there. He proceeded to tell me that I had to contact Expedia and that he couldn't authorize it. When I contacted the company we used, they had to call Edgewater to talk to them before they could make a decision. That didn't make sense to me. They came back to the phone and told me, no. I couldn't get a refund. I couldn't understand why and he couldn't explain it to me so I stayed because I had already paid for 3 nights. I didn't sleep the second night because I was upset about 2 things now! The third night was a bit better. However, I couldn't wait to get out of there! Having said all that, I could go into detail about what I thought of the hotel itself but I will refrain. After my trip I went on Google to do a little research on the Edgewater Hotel and found many reviews stating that this hotel has been doing this to people for a long time. This guy Danny was very rude and he twists words around to make you think he knows what he is talking about but it's not true! He is lying to people and threatening to make them leave and he is charging people fees and that's not legal. I have a legitimate service animal and it does not have to be with me 100% of my time. My wife was standing right beside me and she takes care of me when my dog isn't. When I tried to explain that to him, he still said my dog wasn't a service dog. He knows nothing about me or my life. How dare he! Saying everything above, I know people try to say their dogs are service animals when they're not. So, I understand completely that this happens and this guy shouldn't have to put up with it. It's sad but I can't help what others do. I know my dog helps me. Danny just wanted to make extra money and took advantage of me. It not fair and I want an apology. As a matter of fact, all I want is an apology from Danny and for him to stop taking advantage of people with legitimate service dogs. He can keep his money! Oh, I'll never stay there again!

I love this hotel and all the employees so much that I ended up staying longer than planned. It's convenient and walking distance to everything even though I had a car, the pool is always kept clean, and the rooms are so much bigger than other places I've stayed. I will be back!

What a pleasant surprise this place was. Quiet rooms with decent beds. Roomy and clean. Everything worked. Breakfast was adequate for a good start to the day. Lots of free parking which was very nice as well. Staff were friendly and welcoming.

The hotel is in a good location. We definitely did not feel like we had to worry about someone breaking into our vehicle. Hotel is close to Houston Space Center and Kemah Boardwalk. Upon walking in, the hotel had a combination smell of vomit, urine, wet dogs, smoke, chemicals & mold/mildew. They put us in a room and the smell was worse so we requested to move rooms. The second room still has a smell, but wasn't as strong as the first room. I had congestion immediately. In our room: White mold was under the bathroom countertop. The bathtub faucet looked like it was about to fall off and it was leaking water. The cover for the A/C unit was not on properly. They had hair in the bathroom sink like of it was not cleaned. The counters were dirty. The chairs in the room were filthy and had animal hair all over them with holes. The bed frame was broken. They had white powder looking stuff on the carpet in one area. The room door did not close all the way. Seemed like easy access for someone to break-in if wanted. Front desk: The majority of the time, they had a sign up stating that the front desk clerk was in the laundry room and the sign provided a number for us to calm if we needed assistance. “Complimentary” breakfast: Includes cereal, oatmeal, muffins & bread. Pool: The pool was filthy. Green water. Tree branches in the pool.

What started out as a pleasant experience over the phone, ended in a nightmare when we arrived. I called to ask about a few amenities and spoke with Sergio. He suggested I book over the phone with him and said he would put the rooms next to each other and leave a note that we needed to check in early. His awesome customer service assured me that this was the perfect hotel. When we arrived, the lady at the front desk was overly rude when I told her we were here to check in. She bit my head off and said she could not check us in early. She didn't bother to try to pull up the reservation and cut her eyes a few times. I asked for a manager and she said there was not one available.i asked her to call one, when she did, the lady on the phone immediately got defensive and assured me the lady at the front desk did not have an attitude. But she was not there to witness it. She told me she was on her way. She told me they did not have rooms available until 3 because of a large group that was there. I told her what was told to me by Sergio and she rolled her eyes. She went ahead and checked us in and repeatedly slammed my card or whatever needed to be handed to me on the desk. She kept sighing and acting like me and my family were an inconvenience. I asked her after the next time she sighed and slammed the paperwork on the desk,would she like us to leave. She replied " I mean I can cancel it if you want" I told her she is catching an attitude with me for no reason.When we walked off to get a cart for the luggage her and the lady from the front desk started talking about my family in Spanish, not knowing I am fluent in Spanish as well. Very unprofessional !! We only stayed because the kids were exhausted from an 8 hour drive. When we got to the room it was sitting at 80 degrees which let me know it had been vacant. My sister's room reeked of dog urine and feces. I guess she thought this was okay because my sister had a cat. Every time we asked for pool tiles or extra blankets for the concrete like sofa beds,she had an attitude but was extremely nice to the Hispanic or Caucasian guest that came up to her. We checked out on the second day and decided to stay at a friendlier hotel down the street. The customer service there was phenomenal and the rooms were cool and clean for the same rate. My kids kept getting locked in the bathroom that had no lock on it. The ice machine was full of mold and the outside doors that required a key did not work. Don't waste your time or money here, they obviously don't like a certain kind here and will take their frustrations with lack of training on their end out on guest. I'll attach the photos of the ice machine, eye sores, and safety issues on the other review so that you won't think I am lying.