Homewood Suites by Hilton Houston Willowbrook Mall

Emilio Colunga

This was, without exaggeration, one of the worst Hilton stays I’ve ever had. I stayed over 150 nights with Hilton last year, and this property stands out—in a bad way. The hotel is actively under construction, yet this is not clearly communicated, and it shows everywhere. The property felt run-down and poorly maintained, cleanliness was below standard, and several areas appeared partially boarded up. The pool was not usable, and overall the hotel felt neglected. Breakfast was extremely poor, which is especially disappointing for a Homewood Suites, where breakfast is supposed to be a step above other Hilton brands. This was easily one of the worst “free breakfasts” I’ve experienced. While the location might look decent on paper—next to a mall—it comes with serious downsides. It is adjacent to an abandoned restaurant, and I personally observed homeless individuals sleeping in the neighboring parking lot, which did not feel safe. The room itself was outdated: very old TVs, tired furnishings, and nothing close to what I expect from Hilton standards. The final and most serious issue: my car was broken into overnight in the hotel’s front parking lot. I later found out that three cars were broken into that same morning, and the hotel staff claimed the security cameras were not working. No meaningful assistance or accountability was offered by staff, which is completely unacceptable. This property has serious issues to address, ranging from safety and maintenance to basic cleanliness and guest experience. It’s disappointing, especially because the location could be an asset if properly managed. As it stands, I would strongly advise others to stay elsewhere until major improvements are made.

a month ago

Marc S

I rarely leave negative reviews, but our stay at this hotel (11/14–11/17) was disappointing from start to finish. First, there was no hot water on the first night, so we couldn’t even shower. For the rest of the stay, the water was only lukewarm at best — still not comfortable for showering. We reported the issue, but nothing changed. On top of that, the elevator was out of service during the whole time we stayed, and we were told to carry all our luggage up to the 3rd floor. Not exactly the welcome you expect from a hotel. The room itself also had problems. The towel handle kept falling off every time we touched it. The bathroom was not properly cleaned, there was a long hair stuck on the wall, the bathtub had stains and looked worn. Even breakfast wasn’t relaxing. The woman preparing the area was talking loudly on the phone about personal matters, which made it hard to enjoy a peaceful morning meal. We reached out to management by email asking for a partial refund due to all these issues, but we never heard back, which is even more disappointing. Overall, this stay fell far below expectations. I hope management takes these issues seriously and improves the experience for future guests. I would not stay here again.

3 months ago

Maggie Pardoe

We have stayed at this hotel chain many times and let me tell if this was our first stay at a Homewood suites we would never come back. The first morning there was a problem with the fire alarm. I woke up to it screaming over my head. The third morning there was no hot water. I took an ice cold shower. The forth day I locked myself out of the room and went to the front desk where the manager started an argument with me. She said my name wasn't on the room. I said , oh its under my husband's name but we booked with my cc. I then showed her my ID and the cc I booked with. She then told me I could have stolen the cc so she would not let me in the room without my husband calling her and say it was ok. So the card the royeas bbked with and my ID that matches the card wasn't good enough but a call from a random person saying it was ok made it ok. Unbelievable! Not to mention the cops have been here 4 times is five days for random things . The final straw was a girl very obviously on drugs sitting next to my car with a tire jack for hrs. She only left because thankfully it started raining. I am so disappointed in this hotel. They really give a good hotel chain a bad name.

3 months ago

Melissa Marlow

Horrible hotel. I had no hot water in my room, I called down the front desk, first I was told to let it run for 10 mins (it had already been running for 20) Front desk then said they would move me to another room. I packed all of my bags went down stairs and then was told they would have to check my room to verify there was no hot water. I asked why they didn't send someone up when I called, instead of telling me they were going to move my room. I had packed everything up. Her repsonse was I didn't tell you to bring your belongings. I was moved to another room, where the lights over the sink were out, only one light worked. I requested it be fixed. Lights were never fixed. I was there three days. The evelator is extremely slow and the hallways have a werid smell. I would not recommend this facilty to anyone.

a week ago

Dohn Joe

Ok ya know what I was going to be nice since you are remodeling however, no notice that breakfast is elsewhere and not the breakfast nook is unsat. I get your doing a reno. Proper communication is key. Slip a paper under the door that says sorry for the inconvenience breakfast from these days to these days will be over there etc... Not even signs the day before in the breakfast nook notifying us so we could prepare food the night before if we didn't want to go over to the other place. Next gripe... Hot water went out more times than when I was on deployment. Never thought I'd have to have Hygiene body wipes for a hotel stay. But alas, one can only take so many cold showers after coming in from working all day in the cold.

2 months ago