When I arrived at MainStay Suites – Galleria, I was about an hour early for check-in. I asked about early check-in availability and was offered a complimentary upgrade, which I appreciated.
The check-in process appeared smooth, and I was given keys to my room. However, when I entered the room, I immediately noticed trash on the floor. As I looked further, I saw personal belongings throughout the space — headphones, snacks, shoes, and other items — making it very clear the room was currently occupied. Thankfully, the guest was not inside at the time, but this could have been an extremely uncomfortable and potentially unsafe situation for both parties.
Shortly after, I received a call stating the room was “fine,” just that the heat was not working. I clarified that the real issue was that someone else was actively staying in the room. I was then reassigned to another room farther away, which fortunately was vacant and ready.
While I understand that mistakes can happen, being issued keys to an occupied room is a significant security concern. It left me feeling unsettled for the remainder of my stay, knowing that another guest could potentially be given access to my room in the same way. Beyond the initial complimentary upgrade (which was offered before this incident occurred), no acknowledgment or service recovery was offered.
I hope management takes this matter seriously, as guest safety and room security should be a top priority.