Holiday Inn Express & Suites Brookshire - Katy Freeway by IHG — Hotel in Brookshire

My husband and I were very pleased when we arrived to the hotel however, that quickly changed. We have a toddler and an infant so we had quite a bit of luggage that needed to be carried in. My husband usually carries our belongings in by himself so that I can care for the children. He was not able to find a luggage cart in the lobby so he asked the front desk employee if they had any. He was informed there were no available luggage carts because “they were being kept by guests in their rooms” but that she could go “up and get us one” if it was really needed. I’ve never been to a hotel where guests “keep the carts in their rooms” most rooms are too small for this and the front desk employees response made it seem as though they were keeping them somewhere, how would she know which guests had the cars in their rooms? My husband declined since it seemed as though the front desk employee made it seem like an inconvenience, even though our room was on the 3rd floor and he had to make several trips. The room was very nice and I was pleased to see there were extra channels offered, not just basic cable however, that did not last long either. We spent more time waiting for the cable to work than we did actually watching it, which with two restless kids was miserable. We called down to the front desk, they said they would reset the box for our floor. After about 20 minutes I received a call from the front desk saying the room with the cable equipment was locked, the manager was the only one with a key and they were not there, she then informed me there was nothing else that could be done and we should just wait to see if it started working. Then around 12:45am I heard several children jumping and running in the room above us, about 10 minutes later I hear the fire alarm in the room go off. The fire alarm stops but the jumping and running continued, it was so bad that it echo throughout our whole room. We called the front desk to see if maybe they would be able to call or go up there, by this point it was well after 1am, the front desk then said the fire alarm went off in their room and hung up the phone. The jumping and running continued for another 20-30 minutes waking up my two year old, nothing was ever done by the staff to attempt to stop it. We went down for breakfast the next morning, they were out of several things and the pancake maker needed new supplies however we were not able to find an employee to help us, someone finally came and restocked the breakfast bar.

I have stayed at several hotels and I usually love Holiday Inns but I will never stay at this location again. I wish I would have paid more money to stay at another location. I definitely feel like I wasted my money at...

The best part of my stay here was how clean the rooms and bathrooms were! The hotel cleaning staff are absolutely amazing! The bed were comfortable as well so it was not hard falling asleep. Typically I struggle sleeping in hotels/airbnbs but this time I had no issues at all! I would say when I first checked in the rooms a/c was blasting at 60 degrees. I would have preferred my room not be that cold but everyone is different so I am assuming they might have thought they were being helpful which was nice. Checking is was easy. I booked using a wedding block but for some reason the hotel had no record of the wedding block which is weird since I got the room at a lower price due to the block. The free breakfast was not the best but that was partly because I have some dietary restrictions so there was not much they offered that I could eat and feel full. Because of my dietary restrictions I am always prepared to not be able to enjoy the breakfast and if I can that is just an added bonus. The only thing I wasn’t really happy about was I needed an additional room last minute before 3. Due to hotel policy they couldn’t which is just life oh well. But it was weird that she didn’t even ask if I still wanted another room even if the check in was at 3. I just was a little upset also because I figured the lady at the front desk would be a little apologetic or empathetic? But she was just smiling at me as I try to tell her why I need an emergency last minute additional room. I know this is me being picky but it was just off putting to be sad in a hotel lobby already feeling embarrassed to be down there asking on the off change maybe someone could help. I wish she would have at least said something like “I wish I could help you “. As a guest it is always nice to hear those kind of words. The first morning at our stay we got down to breakfast when they were in between putting out more food and the kitchen staff was very nice and apologized for the inconvenience even though it is no big deal to wait a few minutes. I feel like 4 stars is fair, empathy goes a long way since you don’t always know what someone is going through. Once again it was super clean and comfortable so I would stay again because that is more important in the grand scheme of things. Hopefully they fix that wedding block computer problem. The view also wasn’t great but for the price I paid I would be crazy to expect a great view lol hotels are more for sleeping than looking out a window. It is super quiet so it is easy to...

Worst experience I have ever had at a hotel and the only time I have had any problems with my reservation. I made my reservation several weeks before the day I was schedule to stay when I arrive at the hotel to check in the manager Sarah told me that my reservation was for a King bed. When I pulled up my confirmation it was in fact for 2 queens beds as I was sure I had booked. I showed my confirmation to the other front desk employee name Toni and she indeed confirmed that it was for 2 queens beds and that the manager was going to give that room to me but it was not ready if I could just wait 45 mins to an hour it would be ready, which I had no problem waiting. When an hour had passed and still had not been called back up I went to check on my room Toni proceeded to check the system and could no longer find my room and indicated that the manager had given it away to a member. Toni then called Sarah over and asked her if she was looking at that right and if our room had been given away which she said yes and now my only option was a room with a King bed. who knows how long I would have been waiting for them to call me back and if I would have kept waiting I might not have a room at all.I asked for explanation on how that was even possible to give away someone's reservation she stated that if a member needs a room and even if it is reserve they will have to pull from one of the existing reservations, I was in shock that they would have this type of policy that is the most crazy way of doing business. The manager was not at all sympathetic and said you are not the only one this has happen too, really what kind of way is this to run a hotel business, wrong thing to say to a customer. I was willing to work with them cause I am normally very understanding that things happen and was willing to take a room with a pull out or even a roll away bed, again she didn't make any effort to make our stay a pleasant one the only thing she could offer was extra pillows and a blanket. I had a horrible night with very little sleep if I would have known there was no guarantee on my room reservation I would have gone with another hotel. It was very important for me to get enough sleep since I had a lot of driving to do with my 12 year daughter in the vehicle. To make things worst the hotel was very dirty and trash cans were overflowing. It seems like there is no point in making a reservation and I feel...