Holiday Inn Express & Suites Houston NW Hwy 290 Cypress

Alexandria Benton

Worst service I've ever experienced at a hotel. The lady who worked the desk at 10:30PM on 12/23/2025 was so extremely rude for absolutely no reason. It even escalated to the point where I had to call the police which is just not what I wanted to be doing this Christmas holiday. Earlier that day, at 8:52PM, I had called and spoke to the front desk to discuss details and policy before booking online. I specifically called to ask what their policy is on service dogs because even though public/private facilities and public/private businesses cannot legally require papers, certifications, or medical documentation for a service dog, a lot of people are not aware of that. If they say they require papers, I'll let them know about the Federal American Disabilities Act (ADA) and the Texas Human Resources Code so they can relay it to the higher ups and take it into account going forward. Then I'll bring my papers just to make a smooth process for both parties. In this case, I did not have my papers, so l was calling around to see if I could pay to have a pet stay or if they were educated on disability law and did not require papers like the law states. The front desk lady I spoke to at 8:52PM said they only accepted service animals to which I responded with, Do I need to bring my papers?" She said that that was not necessary and so I thanked her and promptly booked my appointment. The lady at check in was instantly hostile once I told her that I spoke to her associate and they said I did not need to bring my papers. She said, "I don't know who you talked to but that isn't gonna happen." I told her it was actually against the law to ask for papers, but I called and asked beforehand to avoid any issues. Every time I said anything she would immediately interrupt me and say, "I'm not going to argue with you, go to your room." Obviously this was not an option considering being without my service animal is a risk to my life. Even if I could make it a night without him, I couldn't let him stay in the parking lot all night. I told her I wanted a to cancel my booking and get a refund so I could go to Holiday Inn down the road who knew the law and accepted service animals with no papers. She said, "No I'm checking you out." Then the police were called. She immediately changed her tune. I have reported her and the hotel to the US Department of Justice Civil Rights Division which I hate because other than her my stay was great. The TV didn't work, but I felt I couldn't even ask to have it fixed to avoid talking to her again. She also removed my late check out to be petty about the situation and the afternoon associate was rude about that when I explained I was to check out at 2pm.

a month ago

Michelle

I move across the US for work and on average spend over 100 days a year in hotels. This was one of the worst hotels in regards to customer service (or extreme lack of) I’ve stayed at. Check in was not good. No recognition of status, didn’t ask if I wanted points or welcome amenity, didn’t tell us hours of breakfast or even where the elevators were located. Each time you walked in the front door the front desk employee was sitting in a chair in the corner and never welcomed you or even acknowledged you. Every employee should read the book Unreasonable Hospitality. It’s a great training tool. On a positive note the hotel is very nice. Clean and newer amenities with a decent hot breakfast. Beautiful pool and enough parking for regular cars and trucks. It’s right next door to a delicious food truck and nice gas station that also serves food. Hotel and area is great, employees need trained on customer service and what that should look like. It’s the difference between a 5 star stay vs a 1 star stay.

3 months ago

myshika garcia

I stayed for the Christmas holiday, the staff is Horrible, room service Horrible. I had to ask numerous of times for towels to shower they brought them whenever the choose then my trash never got taken out they never came in not once to tidy up the room Not At All!! When checkout date came Saturday. The manager was there unconcerned when I told her about my experience. I will never ever stay at this location again. Breakfast was decent the only positive thing I can say.. everything else is horrible. I’m always the type to pack soaps extra things. Because if I was waiting on staff it wouldn’t happen.

a month ago

Kiley K

The hotel looked renovated and updated. The rooms looked nice but left a lot to be desired. The dresser drawers wouldn’t stay closed and would slowly open in the middle of the night, leading you to slam into them trying to get to the bathroom. Used bandaids to keep them closed. There was a closet, but for extremely short people. I was there for a wedding and had to hang my dress from the window after climbing on a chair. I had to fix the shower head as the bolt wasn’t tight enough and would only spray straight down. The only good part were the people. Anyone we encountered were very friendly and pleasant.

8 months ago

Francisco Rivera

Room was clean. That’s about it. Room curtains do not block out ultra bright lights from gas station next door and it’s busy all night. If your room is on the first floor expect not to sleep! Staff is loud doors will be slamming all night. Check else where first before booking.

3 months ago