Holiday Inn Express & Suites Houston Northwest-Brookhollow by IHG — Hotel in Houston

Out of order signs were all over the building and were even missing from some broken things. First I called to check on availability as the Airbnb I booked did not work out. I was told there were no rooms. I ended up searching online and happened to come across this hotel again but the online system said there were multiple rooms available. I booked one, then arrived to check in. No problems there but the voice of the woman that said there were no rooms sounded suspiciously like the one that checked me in. I don't know what that was about. First out of order item was the elevator and I was apparently in a room on the 3rd floor. Luckily the 2 staff up front agreed to assist with our luggage and said the elevator should be working again in the evening. It had been shut down by the FD since a woman had been stuck in it shortly before I arrived. The room was clean except for the carpet. The sink in the bathroom drained very slowly. The outlets on the lamps did not work. As a plus there are dove products in dispensers in the shower and sink including shampoo, conditioner, hand soap and lotion.

The AC in the hallway was not working very well and the room took a while to cool down as it was not on at all. The washers and dryers next to the elevators were out of order and had a sign on them. There is no ice machine on the 3rd floor only the 2nd and 4th. The ice machine on the 2nd floor was out of order but luckily the 4th floor machine was working. However, the AC on the 4th floor was clearly not working so it was HOT up there. Also, ice was being collected using the stairs initially since the elevator was broken.

Breakfast was decent, however the pancake machine was out of order and had a sign on it. I got some decaf coffee from there which I discovered a short while later was clearly NOT decaf also. I stuck to the keurig cups after that. There is also a water feature wall in the lobby that was clearly out of order, but as this doesn't affect my stay, it didn't bother me.

On the second day, my guests and I were in need of more towels and needed our garbage emptied. I called down to the front desk on where we could place the filled garbage bags and was told that they would be emptied when the room was cleaned or I could bring them down. I chose to leave them in the room and asked if extra bags could be left. The man at the counter said that could be done as well when the room was cleaned.

When my friends and I arrived back in the room later that afternoon we noticed the room had not been cleaned and asked the cleaning staff about this. They told us they were short-staffed and were only cleaning vacant rooms, not rooms with guests in them. Luckily we were able to get extra garbage bags and towels from them. On the second day we noticed a few roaches in the room. This is Texas and I've seen these in nice resorts in Mexico so it wasn't too big of a deal, just something to note. We kept the room cleaned and all food in the mini fridge. I also checked the mattresses for signs of bedbugs and found none.

Our room ended up getting cleaned on the following day. Everything that was out of order except for elevator, stayed that way during our 4-day stay. Also upon pulling into the hotel, there was broken car glass in 2 different areas of the parking lot and the garbage container outside was overflowing with bags and garbage all around it. This did end up getting cleaned up the following day. Overall my impression of this hotel was not good and I'm sure I'm forgetting some things. For a IHG hotel, this is an...

If I could have left zero stars on service and location it would be -5. They simply do not care. Odd for a Holiday Inn. Let’s start at check in. This was taking a little longer than normal so I asked if he needed my reservation. Nope he’s says. Then a few minutes later proceeds to attempt to charge me. Again. Room was already booked and paid for. Then he fixes this. Then when I ask for additional 2 key cards tells me and I quote “ I will give you two. That’s what we give”. Ok I guess we’ll make that work. 3 adults and 2 teenagers. Park to unload. Several parking spots with shattered glass. I go back to front desk with concerns and he says oh yea do not leave anything in your car. Place in trunk or take to room. You should take to room really.Parking lot not safe. Well that was obvious. So we completely unloaded 2 cars. After 3 days of traveling. Oh and no bellhop cart available. Room. Basic. Nothing “extra” or fluffy making this 3 star. Beds are basic. Food out couch dirty and they refused to provide bedding. “ laundry closes at 3” was the response. We used a sheet from one of the beds and own blankets from travel. Go to put a load of clothes in the washer. All laundry facilities out of order. Wonderful. Ok let’s make best of this and go play in the pool. No towels. Was questioned when asking for pool towels. Was provided a couple of the tub mat towels. Dirty pool area. Exactly the chairs. Oh NO HOTTUB/SPA as pictured. Give up. Go back to room. Did not have any toiletries such as toothpaste. Breakfast- the pancake machine down. They did not offer breakfast meat aside from turkey sausage. One small pitcher of milk for all guests and when mentioned food was out at 8 am not refilling. Also worth mentions- no water feature as in description. In fact water pressure is poor and hard to get cold water only. One working elevator. The one that did work was filled with weed odor. One way in/out so you will wait if blocked from another guest checking in. They flat out lie as to the lobby water feature and spa because there is zero of either. The neighborhood is not safe. Nothing friendly here at all. Do not stay here. It is most definitely NOTVa three star. More comparable to maybe a Super 8. Definitely NOT a traditional Holiday Inn. It will not let me add pics but I think on yelp i can and will. Of note last night we stayed in Amarillo at a beautiful older Holiday Inn property that was rated 2.5 stars but more like 3. Service was outstanding. Clean. Safe....

I believe Holiday Inn management should take a close look at this place and remove it from their list of hotels.

It is shabby and poorly kept with minimal staff. The room carpet was severely stained and the office chair has had the outer material stripped showing the stuffing underneath. The bath had no actual soap available with the maid leaving extra bottles of shampoo. I guess we were supposed to wash with that. When we arrived back at the hotel after a long day, we found there was absolutely no electricity except for the bath. I repeatedly called the front desk but there was no answer. I finally went downstairs and asked several times for the clerk who came out chewing. He said he would take care of it so I returned to the room. The next half hour the bathroom lights clicked on and off with nothing working for the room itself. He called the room several times asking if it was working now. I finally asked to speak to the manager as it was now 12:30 a.m. He assured me he would contact her and offered to move me to a different room. I was offered a different room but as it was so late I declined which I guess was a huge mistake. I sat up a bit longer waiting for the manager to call then gave up.

The next day we awakened in a room still without electricity. We went down to breakfast and found there was no milk. When I asked I was told there was none and the manager looked at me and said, I heard about you. You should have called me so I could take care of things as she was on call 24 hours. She repeatedly told me I should have called, talking over my explanation of what occurred. I told her I expected compensation for the second night as the room was definitely substandard. She told me that since I had been offered a different room, they were not required to provide that . She repeated again she was available 24 hours a day. SHe would speak to the general manager and get back to me. Twelve hours laters I received a phone call. SHe started the conversation saying she had been trying to call me all day even though my phone showed no missed calls. She told me that the general manager added 10 thousand points to my account. She was so proud, not realizing that wasn't even enough for a room.

I find this hotel was shabby and falling apart that is staffed by lazy and dishonest staff. DO...