Holiday Inn Express & Suites Houston NW Beltway 8-West Road by IHG — Hotel in Jersey Village

Stayed with family two nights. Nice area. Felt safe. Well maintained exterior. Abundant parking. Found parking spaces near an entrance every time. Room keys always worked.

Arrived late. Greeted at front desk by a very courteous clerk. She was thorough and professional. She told us she was a new employee. In my opinion, she could teach others how to properly greet guests. She asked all the right questions while maintaining a friendly demeanor. Pleasant personality.

Rooms are larger than expected. Wider. Higher ceilings, maybe 10-12 ft high. A desk and office chair. Easy chair. Two queen beds. Enough room wherein one is not tripping over another. Usual room amenities. Everything functioned properly. Refrigerator was actually plugged in and cold.

Beds were extremely comfortable. My back did not ache at all following a good night sleep. I meant to inquire what kind of mattresses were in our room? Room #137, if anyone happens to read this. We need a new mattress. I’d consider buying same. Mattress appeared to be a pillow top.

Bathroom set up well. Nice shower walls. Shower functioned properly. Water was warm, but never really hot. Water pressure was adequate. Toiletries in pump bottles were just fine. This bathroom actually had an exhaust fan. You do not see those much anymore. Well maintained. No loose caulking or other defects.

We were given plenty of bath towels, hand towels, wash cloths. Towels were good quality. Did not feel like drying oneself with sandpaper LOL.

AC worked fine. Room was chilled. Set temp via wall thermostat.

Our room, hallways and front lobby all smelled fresh and clean. I witnessed staff wiping down doors and other areas. Very clean. Much appreciated .

Breakfast was only downside. Scrambled eggs looked good, but no other choice for those who are lactose intolerant. I did not see any hardboiled eggs. Sausage and bacon looked good. No hash browns. One main hot entree chaffing dish was always empty whenever we stopped to check it out. Why have it out and filled with hot water if not in use? Some breads and assorted muffins. Oatmeal warmer is out but not in use? Oatmeal would have been nice. Pancake maker was out-of-service? For how long? No date of service breakdown nor estimated date of repair. Is it always out? Who knows?

Not many guests dining during breakfasts. To me, that is a sign of an issue. Typically, a full buffet style hot breakfast will attract more guests. This buffet was somewhat limited. It did not really feel like a “buffet”. We ended up dining out for breakfast. So much for saving money.

Overall, very nice hotel. Pleasant staff. Very clean. Comfortable. Safe. Breakfast buffet could benefit from some...

Probably won't stay there again. Contrast this review with my other review of a Holiday Inn near the airport in San Antonio. You will see my reviews are not all complaints. The location here is sketchy and there is no security for your vehicle it seems. There are those posters in the parking lot about locking your vehicles and keeping everything out of sight. There are also informational papers in the room about what you can do to secure yourself in your hotel room and how the hotel is not responsible for loss. Two of the entrances in the back are not functional, that's one thing. The pool is not clean. By themselves these might not be a big deal and I had forgotten about them. The room was clean and what I paid for. My problem is the treatment I got by the morning manager on Sunday, 10/23/22 when I went down for breakfast. There was a family already waiting for the breakfast area as well at 7 and the lights were off. That was ok but I asked a staff member who was behind the desk when breakfast was and she at first avoided my gaze and didn't seem to want to talk to me. She dismissed my question about breakfast as if I should have known it was from 6:30 am to 10. I looked later and the information on the sleeve for the keys said 7-10 on Sundays. I asked where and she pointed to the breakfast area and said over there. She then quickly stepped into the back office to step away and I said "I asked because the lights are off." The manager came out, didn't address me and went quickly to the breakfast room. Didn't turn on the lights immediately but told the staff member the lights were off and then turned them on. Then she turned to me as she was hurrying back to the front office and asked in a condescending tone "Is that better" as if it were an imposition for her to be asked about this. Excuse me for asking. That might be OK but then she approached me later and asked if I was staying another night because she wanted to "get her girls to service the room.". I don't know about you but I have never had any manager come and ask me about that. I think the Do Not Disturb sign or lack thereof is sufficient to communicate what you want from staff. Annoying and unnecessary. I would like to stay here again but probably won't because I expect the same...

 I have traveled throughout the world and never experienced such a horrible and awful situation.

First I specifically requested when booking to have our daughter and grandsons room adjoining to us~ that did not happen.

Checkin was a complete mess and total confusion. we finally were given two rooms across from one another.

They did not verbally explain there was no daily cleaning .

First night people slamming doors running the hallways until 1:00 a.m.

Day two we get back to the hotel after a difficult day of packing up our daughters home for moving, our grandson has a cold is tired our daughter baths him comforts him and gets him quietly to sleep.

We had a baby monitor on to keep watch on him and our daughter joined us in our room directly across the hall to eat dinner . She went over to check on her son and the room key dose not work !

We cannot access the room. She quickly goes to the front desk to ask for assistance and the staff comes down to the room and cannot open the door she tried multiple times and nothing she has works.

She explains she has the property manager coming because she has

“ a few tricks to try”!!!

No one shows up my husband and daughter take it upon themselves and call 911 the fire department men show up and can’t believe the hotel cannot access the room !

They then proceeded to use a crowbar and get the door open within minutes our grandson is sleeping and is fine.

The property manger finally shows up with her 3 young children , another woman and two men EXTREMELY unprofessional and uncaring for our family and what has taken place.

The police show up and begin asking questions . They had the complete opposite reaction as the fireman who were there first and did a fantastic job.

By this time it is 9:40 pm and we are told we are not allowed to stay the night in the hotel because the property manager is uncomfortable.

Yes were we upset and anxious because of this situation of course but to be treated by this hotel staff in such a awful way was unbelievable to us and the firemen .

The police said there was nothing they could do. We had to find another hotel near by pack up all of our belongings and take our 2 year old grandson out in the night to another location . Absolutely horrible...