Homewood Suites by Hilton Houston Willowbrook Mall

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.

7 months ago

Update to the review: I've added photos that I had forgotten I took. The clump of hair in the photo was found under our sink leftover from the previous resident. The furniture, you can clearly see, is falling apart. Why are there towels on the floor you might ask? Well because the rug felt that "nasty and dirty" we had to put towels down. The day housekeeping was supposed to service our room, they did not. I came back to the hotel in the middle of the day to inquire why our room was not serviced yet, I was told they were currently on lunch, and they would get to it later. They never did. When I inquired why later that evening, they stated that I had the "Do not disturb sign" on my door. Which, was a flat out falsehood. They were too busy having, what I can only describe as a full-blown party during most of the day where the breakfast is served. I saw them multiple times during the day as I exited and entered the hotel. Furniture in the room is run down/damaged. I pulled open a drawer to put clothes in, and it just fell apart. Some of the drawers won't stay closed. There is a heat lamp in the bathroom. However, the timer just spins round and round - that's broken as well. None of the rooms have wall safes - I asked the front desk. They also seem to be undergoing some sort of refurbishment as all the signage and even the room number placards are on the floor. The bathtub/shower in my room has what can only be described as some sort of permanent staining near the drain and the drain is missing the stopper so you can't even use it as a bathtub. Definitely not the quality I associate with Homewood Suites. Very disappointed in this location.

a week ago

I understand that the hotel may be undergoing renovations, but it should not lack cleanliness.With the exception of the 1st floor. The 2nd and 3rd floor carpet were filthy halls smelled musty but the main issues I encountered was the room and directly pertain to basic cleanliness and maintenance standards. Theroom I was given the carpet was visibly soiled, unvacuumed, and appeared to be quite dirty. Surfaces such as the stovetop had noticeable food crumbs, and the countertops and tables were covered in a thick layer of dust. The bathroom presented further concerns. The toilet bowl had stains, and the overall fixture were old and neglected. The shower area was dingy water stains on the faucets, the refrigerator, the ice trays were unhygienic and clearly had not been cleaned. But most disturbingly was the bed, the sheets had long strands of hair on both top sheets and bed protect I went to the front desk to request an alternative room. I spoke with an employee named Cynthia, although she was very apologetic, she didn't seemed surprised as if the issues I described were not uncommon. She informed me that no other rooms were available as the hotel was fully booked. I also asked about the possibility of housekeeping intervention, but Cynthia stated that the cleaning staff had already left for the day, which I found concerning given my arrival time was around 6:30 PM. There was another front desk individual, Kanu, whose demeanor was remarkably unhelpful and rather rude. His lack of basic customer service skills was evident, and I believe he is ill-suited for a direct guest-facing role. Cynthia made some calls, and I was assured that maintenance personnel would attend to the issues in my room. I returned to my room, only to discover that the room telephone did not work preventing me from following up directly. After waiting over 30 minutes with no one arriving, I had to make a fourth trip back to the front desk. Eventually, maintenance staff did arrive an hour later and they were also apologetic about the situation. Despite the fact that cleaning carpets and bathrooms is outside their primary scope, they did their best to vacuum the room and clean the bathroom. I learned that they had previously been engaged in cleaning up flood water elsewhere in the hotel, which highlights the stretched resources. One of the maintenance team members even attempted to make the bed, but at that point, I opted to complete that task myself. Even after their appreciated efforts, I felt compelled to personally re-wipe and disinfect every surface with Lysol, just to achieve a minimal level of comfort. breakfast was limited as well, I ultimately decided against breakfast due to the severe lack of cleanliness and hygiene observed in my room led me to question the standards of food preparation and overall sanitation throughout the hotel. This stay was far below any reasonable expectation for hotel accommodation. The combination of an unhygienic room, unhelpful staff at the front desk, and the significant inconvenience of having to personally oversee and supplement cleaning efforts, has left me thoroughly disappointed. I sincerely hope that significant measures are taken to address these critical deficiencies in cleanliness, maintenance, and staff training to prevent future guests from enduring disappointment.

3 months ago

I booked the double king suite. I loved the location, sevice, breakfast and fitness center. The staff all around were awesome. The only complaints I have, is the sofa smelt like wet dog and one of the toilet seats slightly pops up as you sit. Other than that our stay was great. I'd definitely book with them again.

a month ago

Breakfast was outstanding! Mary was so very nice and friendly. Great Cook as Well!! Sasha was amazing, Greeted us with a smile, and Good Morning and also asked about our stay and thank me for being an Hilton honors member. This hotel is close to the mall, very nice, location. Rooms not to bad, but I love the atmosphere of the staff!

3 months ago