Holiday Inn Express & Suites Houston North InterContinental by IHG — Hotel in Spring

The hotel location was perfect for it being accessible to many food options however the hotel experience was eery scary and unsafe! To start I booked a reservation for may 16-19. I arrived with no idea there was a tornado heading to area of the hotel my plane ride was awesome no turbulence at all so I had no idea. Instead of being informed at check in that a tornado was headed toward Houston area by staff or a GM I wasn’t and 45 minutes into my stay after receiving keys and getting a $362.80 hold on my card the lights went out in room as well as the refrigerator, ac unit and there was no hot water of course. With me maxed out my spending cap I called the front desk immediately to demand refund I was told to they didn’t know when the power would be restored and that advised me to stay put basically since I couldn’t get a refund since there was no power. I slept in my rental car only returned to room to change clothing and take a cold shower to get clean Friday and Saturday night as well having to use my cell phone to see threw the emergency stairway it was so dark and hot !! I called Friday and Saturday to speak with GM and was told to leave my contact info and never was contacted back ! The hallways and room 309 my room was scorching of heat it was so bad! Also, the key fob was not working properly outside so any could have pretty much gained access to property and did harm to guest which is a safety hazard !! The pool was dirty and closed as well!! Literally no communication from the hotel staff or general manager and I find that very disturbing knowing the circumstances from the storm!! I arrived back home and immediately contacting guest services , still demanded refund Diana has refused and Also made false claims of smoking in room which there is no evidential facts! The real issue is her representing a major company and lacking common knowledge of protocol! All other holiday inn locations in a ten smile radius had power and could serve there guests! I feel disappointed and disgusted by the way I was treated by her and her staff!! Diana I don’t appreciate you posing an employee to avoid dealing with real issues that your guests had to experience while you ran away from the actual problem which was a refund or having guest services switch to another location possibly maybe a location that had power ac and a working microwave and fridge! After numerous calls to guest services they finally was able to get her call me which was more than 24 hours after my stay she was very hostile and rude! Her words was “nobody forced you to stay”! Also she documented that all guests had an early check out option or free room(20,000) points, all false!! The hotel is outdated and need renovations!! Please do not...

I stayed at this property on my way to and from a tropical holiday. The rooms are clean, beds are comfy, wifi quick and reliable. The staff are polite and try to be helpful. However, on both occasions I had challenges with the shuttle. On the first occasion I had to schedule my shuttle 45 minutes earlier than I wanted because they had a standing commitment to pick up a long term guest who uses the shuttle to go to and from work. Since we arrived later in the evening and were leaving very early in the morning I felt they could have had their guest be picked up 15 minutes later rather than having us arrive at the airport 3.5 hours before our flight. On the second stay we wanted to book our shuttle to arrive at the airport at 5:15am. I was told that in order to do so I'd have to be ready in the lobby at 4:30am. Since we taken the shuttle on three previous occasions in the past week we knew that the trip was about 15-20 minutes and asked why so early. I was told that they wanted to be sure I got there at 5:15am. I had been traveling since 5:30am and indicated that it was OK if we weren't dropped off exactly at 5:15 but the front desk person insisted that we be downstairs between 4:30 and 4:45. After some debate I booked the shuttle for 5:00am and went on my way. The next morning we were picked up at 5 as scheduled and arrived at the airport at 5:16am. If I had not insisted on the 5am pick up I would have been at the airport a half an hour earlier. Anyone who travels on international flights knows that it is recommended to be at the airport 2.5 to 3 hours prior to take-off. They also know that 2.5 to 3 hours is typically plenty of time and adding extra time would only be reasonable if there were weather concerns or some type of security issues. When people are already having 10-12 hour travel days every minute counts and sleep is essential. I hope they figure out the shuttle because it is a great place to stay when connecting through IAH. However there are many options including other Holiday Inn Express locations nearby. I should note that the shuttle staff are very helpful...

ENORMOUS THANK YOU to the Holiday TEAM 🙏 I can’t express enough gratitude I feel for the lovely desk agent and director who have made my stay safe and comfortable, but I’ll try to:

I had my flight cancelled and this was an option for a covered hotel stay while I wait for my rebooked flight tonight.

Not only do they have a very helpful shuttle service with a very helpful hours of operation (even if not 24/7), but Melissa also handled the waves of people checking in from the airport (facing the same situation as myself) with grace and compassion for all of us. Melissa was patient and very kind, even with it being during shift change. I truly appreciated how both agents during the shift change handled the waves of guests checking in with professionalism and kindness.

I need assistive devices and even though my room was a standard king, the tub still had bars installed. This was a huge relief 😮‍💨 I need a cane and I felt much more secure using the shower. The room was also so spacious that I had assumed it was a suite!! I can’t even begin to imagine how huge their suites are!

In the AM, their Directer of Services, Jasmine, was super helpful and friendly!! I felt immediately safe and secure to spend my remaining hours in the lobby, before the shuttle for the PM to take me to the airport for my rebooked flight. She checked in on me and made me feel at home in a state I’m not familiar with. Even giving great help in deciding on a Gatorade from their selection of foods and drinks available to purchase. (The green Arctic Blitz was delicious by the way!)

I’ve never stepped foot outside of the airport here in TX, before this stay here and it has been a wave of relief and relaxation to stay here for a night and day during the stress of cancellation and rebooking flights.

Not to mention the convenience of the Whataburger next door! Open until Midnight, conveniently open for an hour after I checked in. (First time trying it ☺️ very tasty)

Again: Thank you to all the staff who handled this stressful situation so smoothly and...