Holiday Inn Express Hotel & Suites Houston NW-Brookhollow by IHG

8.0

Excellent

730 Guest reviews

8.0

Excellent

730 Verified Reviews

Read all reviews

Cleanliness8.4/10

Service8.4/10

Comfort8.6/10

Condition8.2/10

location7.2/10

Neighborhood8.2/10

Value10/10

Amenities7.8/10

It was clean and comfortable

It is perfect

⭐️⭐️⭐️⭐️

Our stay was great except the toilet wouldn’t stop running all night. Apparently the flap inside the tank would not close. Other than that, our stay was excellent.

Hot breakfast madea the stay worth it.

My experience is great but they need to provide more food choices

This hotel is a nice and safe place to stay. The staff was very courteous!

Relieved

Was super glad when I walked in and it smelt clean! And even better when my room was clean and smelt clean. 🙌 would definitely stay again.

Nothing

Everything

Good - no real issues (but lacked feel)

Not too bad a hotel at all, but no hot tub as advertised in the pictures. I might have scored better - it was just not quite as nice sn overall feeling as the Fairfield inn next door - though thst is a littke more expensive

I came here for hot tub as advertised and this is not one. The walls are all banged up. Not like a holiday inn.

.....

Roaches, the place had no ice machine working... The bed was fine the room was fine... The guy at the front desk was no help at all... Stay somewhere else if you can

Roaches crawling on the floors.

Our room had bugs crawling on the bedroom and bath floor and the tub.

Business stay

Overall decent stay, but why in the hell don't they put down some non slip mats or stickers in the tubs.

Horrible experience

Broke into my vehicle Smashed my glass Hotel did not reimburseme me after i booked for three days but yet they rented my room out How im i going to stay therr after they broke inti my vehicle and had to buy a new glass.

Never Stay

Although the staff was friendly. The last day I was there. I woke up to a roach crawling on me! When turned on the light they were crawling on water cup as well. Im disgusted. Im praying I dont take roach eggs to my home! When I asked to speak with the manager but no one was available. All they gave me was email address. Not only is bug infestation nasty its unsanitary. The water pressure was extremely low and it didnt really get hot. The furniture was stained and the cover was completely ripped on the rolling chair. It needed paint on the walls and the vents in the bathroom were barely holding on. I will never stay here again and actively seeking a refund.

The hotel is very good

Roach hotel

The were roaches in the room. I booked a king size bed room, the didn’t have one. I had to get the only room available. I didn’t stay, I left because it was just nasty.

Nothing

My truck was broken into while parked by front ent

Stay away from this hotel 5 vehicles was broken into and still haven’t heard back from hotel about fixing my truck window!!😡😡

We left early due to a cockroach infestation. I requested a refund due to the conditions and was told that it isn't hotel policy to provide a refund. I've stayed at many hotels and this is the worst one. If you desire cleanliness and a lack of bugs in your room, this isn't the hotel for you.

The room was standard size which was fine. But the condition of the room was below average. The carpet was threadbare and the curtains /shades were stained in several places. The bed skirts ( 2 queen beds) were so wrinkled it looked like they had been wadded up in a ball and then put on the bed. The bathroom was fine, but very low water pressure. Took twice as long to shower since there was not much water coming out. The grounds seemed okay when we checked in, but the next morning, there were broken windows/glass next to several of the cars in the parking lot. Very unsettling. On a positive note, the check-in and check-out was easy and the front desk staff were very friendly!

I booked a reservation to this property online. I arrived and was assigned a room. The bedding was nasty. The walls and floors were dirty. It smelled bad and stale. I proceeded back to the front desk to tell the nice lady the condition of the room. She, then, assigned me to another room. As soon as I entered, roaches feel on me from the doorframe above. I looked down to see a lot of roaches running towards the bathroom. After that, I immediately went back to the front desk to ask for a refund and let the lady know that I would not be able to stay at the hotel under those conditions. She explained to me that she couldn't refund me right away but she would make management aware of my experience. I have since been trying to get a refund. The manager put me into the system as a no show to avoid refunding me. I made them aware that I have proof that I was there and I still haven't received my refund for the room or deposit and they have since been ignoring my calls. It has been a nightmare. I do NOT recommend.

Day time reception was wonderful, night time receptionist wasn’t great, i came down stairs to ask him for water, he gave me a cut and dry answer “No” water pressure in my bathroom was not good.

We booked a room for 5 people that advertised it slept 6 people, two queen beds with a pull out couch. We got to the hotel and checked into our room and there was no couch in the room so not enough space for everyone to sleep. They were not able to get us a different or additional room to accommodate the amount of people to stay so one person had to sleep on the floor. The hotel overall was noticeably kind of dirty, the elevator was also pretty gnarly and looked like some spilled something sticky all over the floor, not the worst I guess. The breakfast was the saddest breakfast I’ve ever seen. I get it, it’s a free breakfast and grateful for that but it didn’t really have much to offer and the food was not very satisfying. I really dislike leaving poor reviews but I just feel like this place was not “as advertised” and should warn others to be aware and prepare for what to expect. I booked it mainly because it advertised it could sleep 6 (it didn’t), the photos looked great and the overall rating was 8.2 and “very good” (that was misleading) and the location was convenient to our show. Definitely stayed at worse places, but this one did not meet the advertised expectations.

Wasnt expecting much. Turns out the hotel was really clean, comfortable and in great shape!! Very satisfied.

Perfect for my needs

We’ve stayed at this hotel in the past and it was great. Not so this time. We were given a room, went upstairs to the room and a man was spraying it for bugs. Went back to the desk, waited over 5 minutes for someone to show up. Gave us another room. We didn’t get much sleep because the air conditioner was so loud and kept going off and on. We also didn’t have any body wash in the bathroom. Told the desk guy the next morning about the AC. We left for the day, came back to the room and nothing had been done to the AC. Finally on the 3rd day someone came and worked on the AC. We stopped the maids in the hallway and asked (as best we could since they didn’t speak any English) for body wash and got it refilled. On Sunday, there wasn’t any hot breakfast available except some biscuits. The pancake machine was out of order all 3 mornings we were there. After about 15 minutes they started bringing out cheese omelets and then eventually had enough to feed the people waiting. Another issue was there was always at least one car/truck parked in the entrance and made it hard to get around to parking spaces. There were times large trucks or trucks hauling large items were in the entrance of the parking area making it impossible to get to a parking place unless we drove under a tree with huge dead limbs hanging from it which scratched the top of our car. We were very dissatisfied with the condition and management of the hotel.

Was only one night for me all i needed was a good night sleep and I got exactly what I wanted- peace and quiet

We enjoy staying here as the place is always quiet and easy to get to. Only issue we had this time was the ac not working so great. The room never got cool enough.

Loved my stay here. Super close to everything. Will make this my new spot when I’m in Houston. The staff is extremely helpful if you have any issues they will help you immediately.

A/C stopped working during night a few times. Found two baby roaches in the room and bathroom.

Dirty!!!

Was dirty, gave us a dirty room so had to get a second room that was still dirty and also took my deposit without being refunded do not stay here!!

Never again

Was double charged. Had to be switched rooms because first key pad did not work. No wifi password on new key card.no phone in room to call front desk. Elevator broken.

Overbooked had to stay elsewhere.

Security

Safety concerns due to no security and shattered glass in the parking lot from broken windows

Do not stay here

Trash overflowing in parking lot, multiple cars broken into, glass still all over parking lot, entire place smells like weed, no hot tub, no pool towels, only 2 bath towels for showers, I had 4 people in my room. Rude staff, our room door didn’t lock, walls were dirty in our room, beds were awful. Do not stay here.

CAR BROKE INTO- ROBBED

VEHICLE GLASS WAS SHATTERED AND ROBBED OF EVERYTHING!!! HOTEL DID ABSOLUTELY NOTHING. ZERO EMPATHY. REFUSED TO MAKE EYE CONTACT. WE WERE LEFT WITH NOTHING BUT THE CLOTHES ON OUR BACKS FOR MY FAMILY OF 5. TERRIBLE SERVICE!! On top of that when we checked in first room was not the room we reserved so they moved us. 2nd room was moldy, dirty, stinky, I’m pretty sure there was actual poop on the walls. No joke. Like dead as*. At that point we just asked for a refund because- ew. They refused a refund. So they put us in a 3rd room- which was also dirty but thankfully better than the first two. Almost $200 a night and this is the quality room you get?! I want a refund. Staying at this hotel has cost me THOUSANDS.

They didn’t have the rooms available

The front desk attendant was personable and polite

Great staff - good breakfast

Nice

Property was closed down. No power

Worse experiences ever the room they gave us smelled wet like mole the ceiling was actually linking water and ceiling was damaged the bed was wet the floor was also wet it was a mess would like a refund! I have pictures of how the ceiling was

Tuvimos mi familia y yo una buena estancia, es un hotel muy limpio y con buena apariencia, la atención del personal fue la esperada, descansamos muy confortablemente en sus suaves camas. El único inconveniente que tuvimos fue que no había internet esa noche y por consiguiente no pudimos ver nada de televisión. Sinceramente no creí que un detalle tan pequeño le disminuya la reputación general que muestra en las fotos. ¡Esos problemas deben resolverlos pronto cuando ocurran!. Por lo demás todo bien.

There is no proper services and there is no hot tub in the property.

Foods good

It’s summer the pool should be open

I like.

They had a party the night that I stayed at the hotel. The music was extremly loud and I wasn't notified about it until after I called and complained. When I arrived at check in, the guy did not smile and did provide any customer service. He only asked fir my id and debit card. He told where the elvators were and my room number, then walked away. The hotel was clean, the hallways just smelled musty.

No te hospedes en este lugar

La peor experiencia que he pasado en un holiday inn, no limpiaron los cuartos, el servicio terrible

Good

People go outside to smoke and drink and just leave their trash and empty bottles and cups all around. They need a trash can so that people can properly discard the mess. The pool was dirty and out of order.

Your staff is rude & disrespectful, I've never been to a hotel where the front desk ladies were this horrible! Your hotel is pretty nice with an exception of the hot tub being shut-down, but you need to get new workers bottom line...

Not impressed

The property was not properly maintained. It took me 40 min to check in and initially ibwas told they did not have my accomodations. The beds slept horrible and shower was only luke warm

Scam.

Showed up to check in. There power was out. Was told by front desk the rooms would not open without power. Was told refund would be issued after power was on. Now hotel is claiming us as a no show and not refunding our stay. Manager will not return phone calls or emails. Not very good business taking advantage of people during natural disasters.

Reserved room was not available.

Basically… I did not stay there when I went there it was closed they said that there is not power in the hotel due to thunderstorm in Houston then they took my confirmation number and said that they will refund soon but I haven’t got the refund . Now I tried to call hotel and call doesn’t go through . I wish you would help me with that … and get me my refund . As I am your regular customer always use Expedia for stay and travel . Thanks Amrit .

The property is in really bad conditions. They are working in the pool area. So they offered some service that they don't have it. They didn't make my bed with the excuse that I left something over the bed, so they cannot clean that part. I've never had that experience before in any hotel that they clean just half of the bedroom. On the other hand, the day that we arrived we wanted to check in early, but no one was at the reception to help us, we had to wait in the living room for more than 40 min, until 7:30 am, for someone to told us that everything was sold out and they couldn't help us. Anyway, I don't recommend this hotel.

The good and the bad.

Roaches in the room. Bed was comfy. AC was cold.

No power

Power went out during my stay

day receptionist was rude and unacommodating

Did not stay

The pool was not open

The Clark needs more training. Rooms were ready before 3:00 check but couldn’t check in till after 3:00

Motel 6 quality. Entering the parking lot at 3:30 pm, access to the entrance was blocked by an 18 wheeler backed in delivering supplies. At least the delivery man wasnt inconvenienced. Phone in the room didn’t work. Comforter on the bed was dirty. Water dribbled from the sink faucet. Staff was indifferent boarding on hostile. Not HI standard at all.

Worst holiday inn express ever!

Place was poorly maintained upon arrival. My first impressions was at the hotel was a Bandan and closed down, tried to check in early and was told I couldn’t because of fully booked, but no cars in the parking lot, no status was ever recognized upon arrival. beds were average hotel beds not like the holiday inn Xpress beds. outside maintenance and lawn does not look like it’s been cut in a few months weeds appear knee and weeds in the parking lot everywhere. TV controller was never cleaned because when I went to grab it by the TV, it was held by gum from the last person staying. jacuzzi and pool has not been clean in a while could not even use nor did I want to the way it looked.

A/C unit was extremely loud. Staff in breakfast area was rude.

Quiet relaxing stay.

Everything was neat and quiet

Loved the staff but noticed that when we got in the floors were dirty and made our way to the pool area and it looked like they hadn’t cleaned in months.

They did not honor awards is you use an app to obtain your room. smelled like weed. Could not use your door pass properly because they controlled enterance to side door near woods. The staff was nonchalant. Price on Expedia was great - the hotel just don’t like to honor its rewards when app is used

Everything was awesome

No room cleaning service.

Loved the room

When we got there we were greeted by an awesome staff member, who interacted with my son and I like family. She was amazing! She was also there to greet us the next morning, with her warm smile as if she never left, but did. On our final night came in late that night and requested an extra towel and washcloths from another staff member, whose attitude sucked and acted as if I was trying to steal the linens. Left with one washcloth, no towel. Horrible towel policy by the way! Breakfast was mediocre.

Great place

One of the best spots in Houston

Quick trip

Good

Comfortable bed was the best part.

It was an overnight business trip for us. The hotel was nice and staff was polite. Our room was ok. Bed was comfortable. Ac had a strong musty smell. Floors had stains. Small bench/seat was stained. Bathroom had water damage hol3s in walls and ceiling along with unfinshed drywall under the sink . Pool and hot tub were littered with leaves and unusable. Breakfast was 1/2 of the normal avaliable items for this hotel chain and coffee creamer was clearly watered-down . Wifi was also not working

We had to call hotel staff every day to come fix the running toilet it ranned all day and night after you flush it they didn’t move us to another room they kept suggesting to fix it

Very clean and comfortable!

Bedbugs, rude front desk staff

Check-in, discovered bedbugs in the room. Showed the picture to the front desk staff, they were very rude. They would not provide a different room. I had to go elsewhere. Called customer service I spoke with someone on the phone who eventually told me a manager would call me the following day (that didn't happen) but he did say he would request refund. I did not receive a refund. Hotels.com reached out to the property as well, they just denied and stated that no such complaint was made.

Not the typical Holiday Day Inn Express

Holiday Inn Express is not living up to their reputation. We were told we must hunt down cleaning services to get clean towels. And then had to go back to our room to get the dirty ones and then we had to argue to get three sets. The beds were harder than concrete. My hips were in pain when we finished our stay. The walls were dirty around the thermostat and switches, layers of dust all over the lamp shades and curtain. The breakfast never had things that match, sausage gravy with no biscuits, bagels no cream cheese, etc. And customer service was so rude. I’ve never been treated like this at an Holiday Day Inn.

Front desk clerk was surly on two occasions

Above average hotel

Our stay was good. When I first walked in, (confirmation papers in my hand), the front clerk was on her phone and just said "check in is 3:00pm", no greeting. The front desk clerk was very adamant about the check in time. I asked if by any chance rooms are ready early, (mentioning that we needed to get ready and dressed for a wedding), she didn't seem to care at all. All she kept saying was, "check in is 3:00pm. The breakfast attendee was very friendly and polite. Breakfast was good.

Just OK, but don’t expect anyone to be kind.

The night front desk attendant was incredibly rude and short with me upon check in. She didn’t want to get up from her desk to help open the locked front door. asked me “where your key at!? Why don’t you have it?” I said “I haven’t checked in yet..” she responded with “do you even have a reservation?” Yes maam, we sure do. Then rolled her eyes as she had to stand up from her chair to open the door for us. Check out wasn’t much better.

HORRIBLE, EXTREMELY RUDE SERVICE

I made a reservation for a 1 night stay from 2/4/24 - 2/5/24. I was NOT permitted to check-in using my phone as a tap payment option, by an EXTREMELY RUDE AND UNACCOMODATING Shonda the reception attendant! i let her know that I have been able to check in before within the previous month using my phone as a tap payment option to cover the $20.00 incidental fee. Her response to that information was LESS THAN HELPFUL and she made NO EFFORT to rectify the situation other than to insist that I would not be able to check in using my phone as a credit card via the tap payment option.

this hotel offers breakfast, only thing they run out of eggs. this the 2nd time I stay there, figuring it was just one of those days but i guess it is a habit to save money. this morning the employee mention they were out. that was about 8:30. The hotel is ok but if looking a breakfast forget it. I was informed it only happens on the weekend. also, they were trying the supervisor didn't answer the weekend don't really cares.

It was a great stay.

The staff was not not friendly! They were not accommodating to basic requests. The breakfast was insufficient and offered very little to what is expected at staying at an holiday inn express.

Needs help

Shower was warm at best. Bathroom needs up date and 3 of the 5 lights in the room didn’t work.

The room was not clean and guest ready when we arrived. We had to change the room once assigned and settled just because the room was not clean and tidy.

Bad service and breakfast

We had bad experience stay there. There is totally no preparation for breakfast. All the food, fruit, juice, milk and cookie etc are not ready or finish. We need to wait more than 20 minute to have them to fill up. but still only a few item. Very disappointed. Also, when we ask for hot water, the front desk service is very rude and yelling that kitchen is close. But since everything not enough, we had ask for it after the peak time, hope that they have free time to fill up.

Not worth the stay!!

While I understand it wasn't a 4/5 star hotel, I was pretty disappointed from the check in to the check out. The hotel check in was almost disastrous. We walked through thedoors and were greeted by oneofthe rudest front desk employeed... "Are you checkin in or what"?.... We booked 2 rooms and the hotel was only showing we booked one, i politely said we did book 2 through Hotels.com and shiwed my itinerary and confirmation emails to prove it. "Well ugh... no you didn't, we only have the one..... see look at my screen you only got one". I gave her a couple of names for the other room and she found it then even though I booked them both under my name. The room might have been recently vacuumed, beds turned, and towels hung...but that was about it. The walls were all filthy and stained in multiple places. The carpets were frayed and in poor condition. The floors were sticky like someone had been using the same mop water and dirty mop to clean every other room. The desk chair was so frayed and worn I could almost see the foam seating. I saw bugs in multiple places in our room but especially in the bathroom. The shower head was horrible and looked like it was struggling to put out any water. I would like to add photos i took of the room conditions but the app is not letting me.

No hot tub despite Expedia website indicating there is. Coffee maker in room with no coffee cups No TV remote in room on check-in

Poor customer service

Front desk service was terrible and the lady was very Rude

Nice staff. Rooms could've been cleaner and better maintained. Breakfast was good. Floors were noisy with parties caring on until early morning

It rained while I was there the first night. There is a metal sheet outside the window where we stayed and with the rain drop it was so loud I kept waking up and wasn’t able to sleep in. The employee who checked me in on 11/12 in the evening had a monotone attitude , didn’t provide friendly customer service, seems just to be the type of employee who does the minimum. Other than the noise outside the window the place was nice and clean and would recommend this location as long as you don’t get the same room I do when it rains.

The staff is very rude and the hot tube don’t work