Holiday Inn Express & Suites Houston Westchase - Westheimer by IHG — Hotel in Houston

I checked in your hotel on Sunday night on August 30th, 2020 and I ran into your employee, who happens to be also General Manager, his name is Luke Noling, who started to discriminate me right away. I understand that I am not from Texas and things are different around here (I am from Russia and speak with accent), but I am a guest at your hotel who is paying to stay with you and not the first time.

He asked me to initial few documents with one of them saying if I have a dog. I was upfront with him, as I always had every time I stay at Holiday Inn, and I told Luke I have service dog. He asked me what kind of breed, I told him its a Puli. He said that hotel does not allow dogs. I explained to him I drove two hours from Lake Charles Louisiana and i stayed at many Holiday Inn and never had problems, because she is service dog. He then gave me a smirk and said service dogs are for people that can help someone in need and he asked what does your dog do for you. And he looked at me as if I don't look qualify as a person who needs service dog. Who is he to evaluate me?? Does your Hilton Company hires doctors to check in your guest to hotel? I don't think so. It is also against the law for him to even ask me what is the purpose of my service dog.

He caused me stress instead of welcome to hotel, but he didn't stop there. He continued and wanted to get more information out of me. Finally I had to explain to him my life story and my condition, which at that point he felt bad and said okay, I will allow you this one time.

I don't think he was doing me a favor, but I was so stressed and hurt by him emotionally that i didn't argue. I drove almost 3 hours to this Hilton from Lake Charles Louisiana, where Hurricane Laura, Category 4 hit and destroyed the town. I am first responder in United States, but I am also from Russia. My accent is very strong and even more noticeable in Texas. I live in MN but work in different states. I understand that discrimination can happen on the streets and its not legal to discriminate, but I am client here at Hilton and he is your employee. I pay money to stay here but he didn't not even welcome me and offer to help with my entrance or "thank you" for choosing your hotel.

I had no parking spots available at hotel because of construction. There are parking spots occupied with construction materials and no sign saying caution. I had to take electric car parking spot which was hard to park in.

The hotel entrance was very filthy and garbage can was stacked over full by front entrance. The image of the entrance looked like a 2 star motel, because hallways and walls looked very warned out.

Every night we stayed here doors would slam from rooms next doors neighbors. When I told Luke he said that's just how this doors are. I told him we hear in the middle of the night and early at 5am the slamming doors.

I told him that your hotel has construction on 6th floor where we staying and he said he doesn't know anything about construction. I took pictures of the hallway next to me that has some kind of mitigation going on with plastic made curtin hanging to block half of the hallway. Wires are hanging loose on the ceiling in the hallway and it smells unpleasant. It does not look safe and certainly not inviting. But your General Manager Luke Noling seem to not know about construction and not warn us.

I was deployed to Louisiana to help people in need because of the hurricane last week destroying their homes. Mr President himself came out to meet everyone there to speak about plan of action for our teams to support local community and provide necessary help.

There are no available hotels for several hours from ground zero where Hurricane Laura hit in Lake Charles Louisiana, so I have to drive 3 hours each morning and night.

I left my wife at hotel as she is exhausted with my dog who is also exhausted in 90° F heat every day. But today when I arrived from long drive back, Luke Noling...

The Holiday Inn should be ashamed! When Hurricane Beryl hit & almost everyone was seeking shelter, this hotel MORE THAN DOUBLED their rates. My family & I called dozensss of hotels but sadly, this was the only hotel with rooms available (no doubt, since most people can’t afford $240+ per night.) My family & I stayed for 3 nights & we enjoyed our stay. Beds are rather small, but comfortable. The suite also offered a pull out couch. Spacious, clean rooms. Decent sized fridge, a microwave. Nice bathrooms, beautiful pool, great gym. The hotel itself is lovely. The STAFF is the problem. Every morning when we went for the complimentary breakfast, we received terrible attitude from the young lady who works the breakfast area. She made me & my family extremely uncomfortable. (Mediocre breakfast, btw. No omelettes, breakfast meats or cinnamon rolls like the other Holiday Inn I stayed at before.) Not to mention the incompetence of the front desk staff. After our 3rd night staying, I went up to the front desk to renew our stay, at 7 AM. Mind you, check out is not till 11 AM. The lady charged my card for yet another $240+ & we went on our way back to our room. About 30 minutes later, we receive a call from that same lady. I was told that we had to vacate the room as soon as possible because SHE messed up & overbooked the hotel. Essentially, she booked the room to a different party while WE WERE STILL IN THE ROOM. Common sense would say to allow the people who are already present to stay, right? Lol nope. Instead of canceling the other party’s reservation, my family & I were told we had to find a new hotel to stay at (despite the fact it took us HOURS to find this hotel.) The lady later called back & said she would make it right by putting us in a smaller room, which would mean my brother would have to sleep on the floor, since that room did not offer a pull out couch.. We unpack allll of our stuff & find our way to the new room. As soon as we walk in, we are met with the strongest, most awful smell of mildew from the carpet being soaked! It literally smelled so bad I could not stop coughing, & there was no way my brother could sleep on that sopping wet carpet. The cleaning staff knew the carpet was wet. They had a huge fan blowing on the carpet in an attempt to dry it, but failed to alert the front desk that the room should not be booked for health reasons. I go back down to the front desk & tell them there’s no way we can stay in that room, especially for $240+ a night! In response, I was pretty much told to take it or leave it smh. The only “accommodation” offered was that they’d extend check out time. By the grace of God, we found a hotel all the way in Pearland. I ask to speak with management & I am told that we can check out & our funds will be released back onto my card. At this point, we have already spent over $1k & I need those funds back on my card in order to pay for our next hotel since the Holiday Inn has left us stranded. I share with the front desk my other grievances. My wife was stabbed by the office chair in the room since there was something poking out of it. My brother almost twisted his ankle in the downstairs parking garage because there’s open holes where the water drains down into. The lady at the front desk listens but doesn’t seem to care at all smh. We checked out on the 12th & were told we’d get our money back within 7 business days MAX. It is now the 24th & I have YET to receive a refund. Also, the customer service line I called & spoke with never reached back out to me either to right this injustice. Terrible, terrible treatment. The Holiday Inn really needs a refresher course in...

Unlike other hotels around here, it has a parking garage under heavy video surveillance, complete with a security guard overnight. Not once did I ever see broken glass from vehicles in the lot, unlike other hotels closer to the medical district... and we've been here two weeks now while working a few miles away on Kirby.

Some minor drawbacks are: most Holiday Inn Express' have more than one washer and dryer so that laundry isn't tied up all hours of the night. This one just has one of each, and some of the locals who aren't staying here have figured out a way to get in after the lobby doors are locked to do laundry. One night, we gave up trying as 3AM was approaching, and we needed sleep after a long day at work.

Also, this one doesn't have fresh coffee all day. There is a good 2 hour window or more where the coffee is cold after 9PM.

Then, in the bathroom in your room, there's not many places to hang your washcloth and towel if you're sharing a room with a coworker... and most other Holiday Inns have multiple fixtures to hang these items.

Other than that, I'm pretty pleased with this hotel, especially anywhere near downtown Houston with all the vagrants and crime. It's just far enough away for a 20 min commute, and just far enough away to not worry about being harassed or having your vehicle broken in to.

The rates are pretty great on Priceline, $100 or less before tax unless it's spring.

Swimming pool, restroom, meeting room, laundry room, and exercise room are above the parking garage and lobby on the 2nd floor.

They have a sign in the lobby that says restrooms are on the basement level. THEY ARE NOT. That's the underground parking level and that's it.

Overall, given the location, the pros outweigh the cons, but they should definitely fix the cons in order to keep up with all the other Holiday...