Holiday Inn Express & Suites Houston Northwest Brookhollow

Jasmine Harris

My stay, intended as a well-deserved use of 26,000 loyalty points, was marred by several significant shortcomings from the outset. Upon entering my initial room, I discovered hair on the bedsheets after tossing and turning from itching….flashed my phone light and seen a lot of hair everywhere, which is an unacceptable oversight in hygiene. Furthermore, the shower in that room consistently provided only lukewarm water for the entirety of my three-day stay. I took 10 mins just to barely get warm. After requesting a room change to address these issues, I was disheartened to find that the new room also presented similar cleanliness concerns, with hair present on the towels and within the shower area….even baby spiders in the sink. Regrettably, the WiFi connectivity issues persisted in the new room as well, despite your team's efforts to address it. Beyond these tangible issues, I also experienced a lack of welcoming professionalism from certain members of your greeting staff, which further contributed to an unwelcoming atmosphere. Finally, a particularly frustrating point was the denial of a requested late checkout until 2:00 PM. I was informed that 1:00 PM was the latest possible time, despite my observation that the hotel did not appear to be at full capacity. This inflexibility, coupled with the myriad of other problems, felt like a complete disregard for my status as a loyal guest. Ultimately, the cumulative effect of these issues—from persistent cleanliness and comfort problems to the perceived lack of professional service and the failure to honor a late checkout request—compelled me to seek alternative accommodation for my final night. I feel that my valuable loyalty points were entirely wasted on an experience that fell drastically short of any reasonable expectation. Having to pay for a whole new hotel in the end was absolutely deplorable. Side note: the two older Mexican ladies have terrible customer service

2 months ago

Sharing-my-thoughts

Clean and comfortable. Nice towels. Super friendly staff. Water pressure low and lukewarm at best (at least in our room). Others in our party had no complaints. Carpet in the room could use a little freshening up.

2 months ago

Alexis Hernandez

From day one I kept saying the room smelled musty and Funny front desk said all the rooms smelled like that! Booked a room paid almost $450 for 5 days! There was no access to the pool which I was most excited about because it was indoors! The hot water took for ever to get hot no matter how long you run it! Breakfast a lot of the bread was stale the cereal must have been there forever also stale! I had to go ask for my room to be cleaned! Yesterday woke up super stuffy and honestly think something in the room got me sick! I would never recommend anyone stay here!

2 months ago

Gerald Whitehead

When we first got here we thought nice room. Funny front desk person. But we were so wrong they have Roaches. The Rug and chair has Stains In all my adult life never have I saw Raches in my Room. This Holiday Inn. Don't get me wrong there maybe other places thT have them because it happens. The only Readon we stayed is because we have a funeral today. The funds to stay at another hotel were not available. Hubby said we can eat the money. He Loves me like that. I said no. Horrible night sleep. Kept checking for Critters. The owners should be. Ashamed. Free Breakfast NOT!!! I cannot eat here. Please consider Children and all your guests. SHUTDOWN FOR SEVERAL DAYS AND SPR A Y THIS HOTEL. No one should have to pay for Roaches. I will e speaking to upper management for compensation. The Whiteheads

2 months ago

JT

Hotel room was clean, smelled nice, the guy at the front was dope. Would stay here again. They replaced my cards cause I kept losing them and gave me no fuss. Breakfast was good. Overall, solid.

4 months ago