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Reviews of Holiday Inn Express Hotel & Suites Houston NW-Brookhollow, an IHG Hotel

2.5 out of 5
Holiday Inn Express Hotel & Suites Houston NW-Brookhollow, an IHG Hotel
4900 Federal Plaza Drive, Houston, TX

Reviews

8.4

Very good

Rating 10 - Excellent. 340 out of 614 reviews" "
Rating 8 - Good. 155 out of 614 reviews" "
Rating 6 - Okay. 41 out of 614 reviews" "
Rating 4 - Poor. 31 out of 614 reviews" "
Rating 2 - Terrible. 47 out of 614 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.2/10

Amenities

8.6/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Alex

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quiet relaxing stay.
Stayed 1 night in Apr 2024

10/10 Excellent

Ever

Liked: Cleanliness, staff & service, property conditions & facilities
Everything was neat and quiet
Stayed 1 night in Apr 2024

4/10 Poor

Joshua

Travelled with family, Travelled with family and small children
Liked: Staff & service
Disliked: Property conditions & facilities
Loved the staff but noticed that when we got in the floors were dirty and made our way to the pool area and it looked like they hadn’t cleaned in months.
Stayed 1 night in Apr 2024

4/10 Poor

Tacoma

Liked: Cleanliness
Disliked: Staff & service, amenities
They did not honor awards is you use an app to obtain your room. smelled like weed. Could not use your door pass properly because they controlled enterance to side door near woods. The staff was nonchalant. Price on Expedia was great - the hotel just don’t like to honor its rewards when app is used
Stayed 3 nights in Apr 2024

10/10 Excellent

GERONIMO

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was awesome
Stayed 2 nights in Mar 2024

4/10 Poor

Michael

Disliked: Cleanliness, staff & service, property conditions & facilities
No room cleaning service.
Stayed 3 nights in Mar 2024

10/10 Excellent

Outsiders

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the room
Stayed 1 night in Mar 2024

6/10 Okay

Lou-Anne

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
When we got there we were greeted by an awesome staff member, who interacted with my son and I like family. She was amazing! She was also there to greet us the next morning, with her warm smile as if she never left, but did. On our final night came in late that night and requested an extra towel and washcloths from another staff member, whose attitude sucked and acted as if I was trying to steal the linens. Left with one washcloth, no towel. Horrible towel policy by the way! Breakfast was mediocre.
Stayed 2 nights in Mar 2024

10/10 Excellent

Jonathan

Stayed 1 night in Mar 2024

2/10 Terrible

Henry

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
We had to call hotel staff every day to come fix the running toilet it ranned all day and night after you flush it they didn’t move us to another room they kept suggesting to fix it
Stayed 4 nights in Feb 2024

4/10 Poor

Michael

Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Front desk clerk was surly on two occasions
Stayed 2 nights in Feb 2024

8/10 Good

CODY

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Above average hotel
Stayed 1 night in Feb 2024

6/10 Okay

Alfred

Stayed 1 night in Feb 2024

8/10 Good

JUAN ,CONNIE

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Our stay was good. When I first walked in, (confirmation papers in my hand), the front clerk was on her phone and just said "check in is 3:00pm", no greeting. The front desk clerk was very adamant about the check in time. I asked if by any chance rooms are ready early, (mentioning that we needed to get ready and dressed for a wedding), she didn't seem to care at all. All she kept saying was, "check in is 3:00pm. The breakfast attendee was very friendly and polite. Breakfast was good.
Stayed 1 night in Feb 2024

2/10 Terrible

Carolina

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024

10/10 Excellent

Aaron

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a great stay.
Stayed 2 nights in Jan 2024

4/10 Poor

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jan 2024

4/10 Poor

Sterling

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
The staff was not not friendly! They were not accommodating to basic requests. The breakfast was insufficient and offered very little to what is expected at staying at an holiday inn express.
Stayed 3 nights in Jan 2024

6/10 Okay

Kindall

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities
Needs help
Shower was warm at best. Bathroom needs up date and 3 of the 5 lights in the room didn’t work.
Stayed 2 nights in Jan 2024

4/10 Poor

Suresh

Disliked: Cleanliness
The room was not clean and guest ready when we arrived. We had to change the room once assigned and settled just because the room was not clean and tidy.
Stayed 3 nights in Dec 2023

2/10 Terrible

Verified traveller

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
Bad service and breakfast
We had bad experience stay there. There is totally no preparation for breakfast. All the food, fruit, juice, milk and cookie etc are not ready or finish. We need to wait more than 20 minute to have them to fill up. but still only a few item. Very disappointed. Also, when we ask for hot water, the front desk service is very rude and yelling that kitchen is close. But since everything not enough, we had ask for it after the peak time, hope that they have free time to fill up.
Stayed 1 night in Dec 2023

6/10 Okay

Shawn

Disliked: Cleanliness, property conditions & facilities
Not worth the stay!!
While I understand it wasn't a 4/5 star hotel, I was pretty disappointed from the check in to the check out. The hotel check in was almost disastrous. We walked through thedoors and were greeted by oneofthe rudest front desk employeed... "Are you checkin in or what"?.... We booked 2 rooms and the hotel was only showing we booked one, i politely said we did book 2 through Hotels.com and shiwed my itinerary and confirmation emails to prove it. "Well ugh... no you didn't, we only have the one..... see look at my screen you only got one". I gave her a couple of names for the other room and she found it then even though I booked them both under my name. The room might have been recently vacuumed, beds turned, and towels hung...but that was about it. The walls were all filthy and stained in multiple places. The carpets were frayed and in poor condition. The floors were sticky like someone had been using the same mop water and dirty mop to clean every other room. The desk chair was so frayed and worn I could almost see the foam seating. I saw bugs in multiple places in our room but especially in the bathroom. The shower head was horrible and looked like it was struggling to put out any water. I would like to add photos i took of the room conditions but the app is not letting me.
Stayed 1 night in Dec 2023

10/10 Excellent

michael

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

Samuel

Stayed 5 nights in Dec 2023

8/10 Good

Adonis

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

4/10 Poor

Ron

Disliked: Property conditions & facilities
No hot tub despite Expedia website indicating there is. Coffee maker in room with no coffee cups No TV remote in room on check-in
Stayed 1 night in Dec 2023

10/10 Excellent

Noam

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Oct 2023

2/10 Terrible

Richard

Stayed 3 nights in Dec 2023

2/10 Terrible

James

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Poor customer service
Front desk service was terrible and the lady was very Rude
Stayed 1 night in Dec 2023

6/10 Okay

LeAnn

Travelled with family and small children
Liked: Staff & service
Nice staff. Rooms could've been cleaner and better maintained. Breakfast was good. Floors were noisy with parties caring on until early morning
Stayed 1 night in Dec 2023

8/10 Good

Charles

Stayed 1 night in Dec 2023

10/10 Excellent

Xuelian

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Nov 2023

10/10 Excellent

Oscar

Liked: Cleanliness
Stayed 3 nights in Sep 2023

10/10 Excellent

Curtis

Stayed 1 night in Nov 2023

10/10 Excellent

Stven

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from jude on Nov 15, 2023
Greetings Stven,Thank you for the 10! We appreciate it and look forward to seeing you again!

8/10 Good

MARVELLA

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
It rained while I was there the first night. There is a metal sheet outside the window where we stayed and with the rain drop it was so loud I kept waking up and wasn’t able to sleep in. The employee who checked me in on 11/12 in the evening had a monotone attitude , didn’t provide friendly customer service, seems just to be the type of employee who does the minimum. Other than the noise outside the window the place was nice and clean and would recommend this location as long as you don’t get the same room I do when it rains.
Stayed 2 nights in Nov 2023
Response from Jude on Nov 14, 2023
Greetings Mavella.Thank you for your review. We will have a coaching with the staff and I will get maintenance to see if we can change the roof issue.We hope you will be back in the future!

6/10 Okay

Naeem, Minneapolis

Liked: Property conditions & facilities
Stayed 3 nights in Nov 2023
Response from Jude on Nov 15, 2023
Greetings Naeem,Thank you for staying with us! Please let me know what we could have done better to improve your stay.Thank you!

8/10 Good

Michelle

Travelled with family
Liked: Property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Jude on Nov 13, 2023
Thanks for staying with us! We hope to see you again, soon!

10/10 Excellent

Dan

Stayed 1 night in Nov 2023

2/10 Terrible

Dopeboi

Disliked: Staff & service, property conditions & facilities
The staff is very rude and the hot tube don’t work
Response from Jude on Nov 6, 2023
Greetings Depeboi,We sincerely apologize for any inconvenience you may have experienced. At Holiday Inn Express, customer satisfaction is something we take very seriously and anything less than ensuring you are completely happy is unacceptable…We have coached our staff on the correct way to interact with our guests and we know they will do better going forward.Thank you for staying with us and we hope we can serve you in the future.

10/10 Excellent

Leanne

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved all of our stay , excellent staff and beautifully clean rooms
Stayed 4 nights in Sep 2023
Response from Jude on Nov 1, 2023
Thank you Leanne for leaving such a positive review!

10/10 Excellent

Heidi

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel was very clean and the staff were friendly.
Stayed 3 nights in Oct 2023
Response from Jude on Nov 1, 2023
Thank you Heidi! We appreciate you staying with us.

10/10 Excellent

Rosalinda

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was very nice.
Stayed 1 night in Oct 2023
Response from Jude on Nov 1, 2023
Thank you, Rosalinda! We believe so too. We hope to see you again.

10/10 Excellent

Elvin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The breakfasts made the mornings off to a great start! I was close to my children 😊
Stayed 6 nights in Oct 2023
Response from Jude on Nov 1, 2023
Thank you, Elvin! We appreciate you staying with us.

2/10 Terrible

LaVanda

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel was extremely rude during the loss of my grandmother, showed no compassion or empathy whatsoever. Didn’t try to accommodate my stay or refund me.
Stayed 2 nights in Oct 2023
Response from Judy on Oct 24, 2023
Greetings,We sincerely apologize for any inconvenience you may have experienced.. At Holiday Inn Express, customer satisfaction is something we take very seriously and anything less than ensuring you are completely happy is unacceptable…Please call or email me and I will find out what happened.jcorbitt@ihotelsolutions.comI look forward to speaking to you.

4/10 Poor

Jose

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
The room and property in the inside was beautiful but the outside has trash around the property. The only downside and disappointment was the pool was freezing cold so hard to swim. The bathroom in the pool area had a broken toliet with feces in it and would not flush. The hot tub was not working and had bugs all in the water. The gym equipment was a let down not much inside to workout with. So it was not best experience with some of amenities was not available or disapointment. The whole reason for choosing this hotel was for the amenities to enjoy on vacation.
Stayed 1 night in Oct 2023
Response from Jude on Oct 24, 2023
Greetings Jose,We sincerely apologize for any inconvenience you may have experienced due to maintenance issue with our pool. At Holiday Inn Express, customer satisfaction is something we take very seriously.Thank you for letting us know so we can ensure the next guest will enjoy the property.We hope you will come back and see the improvement.

10/10 Excellent

Barbara

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was very clean comfortable and the representatives were professional and cordial
Stayed 1 night in Oct 2023
Response from Jude on Oct 24, 2023
Thanks, Barbara! We appreciate the great feedback.

2/10 Terrible

Chelsee

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Sep 2023
Response from Jude on Oct 19, 2023
Greetings Chelsee,We wish your stay had been better!

4/10 Poor

Jose

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Toilet was loose from the floor - shower head was loose also- water pressure low to none - bathtub drain could not stay up - One of my worst stays in a holiday inn express -
Stayed 1 night in Oct 2023
Response from Jude on Oct 19, 2023
Greetings Jose,We sincerely apologize for any inconvenience you may have experienced due to maintenance issue with our hotel. We have let maintenance know so we can fix the issues.Thank you for staying with us and we hope we can serve you in the future.

2/10 Terrible

Denise

Travelled with family
Disliked: Cleanliness, staff & service
We checked in after 5:00 and was given a room that was not ready …beds were not made and no towels in the bathroom When I called down to let the front desk know they told us to go down to get a new room and I told them we had an event to go to and had no time to do so to have the staff come up and make the beds ….no towels were brought up and the next morning we saw the room staff on our floor and asked for towels and was told we had to go to the front desk mind you we are on the 4th floor When we went downstairs later to discuss with the front desk the young man at the desk was unapologetic about what happened and said was the do not disturb sign on your door ? I said there were no towels to begin with and his response to me was to calm down as he put his hand up to motion that …I was beyond calm and merely explaining the complete situation to which there was no apologies offered for our inconvenience merely excuses from him. He also said he would make a note of it, whatever that means. I am extremely displeased with our stay this weekend and this is the first time we have stayed at this particular hotel and we will not be returning due the service we received. Also to add when we arrived at check out we were not greeted just a simple you checking in? Last name ? First name ? Id and credit card you will be using ? Extremely impersonal …a simple hello how are you doing goes a long way and makes a difference
Stayed 2 nights in Oct 2023
Response from Jude on Oct 19, 2023
Greetings Denise,We sincerely apologize for any inconvenience you may have experienced due to maintenance issue with our dryers. At Holiday Inn Express, customer satisfaction is something we take very seriously and anything less than ensuring you are completely happy is unacceptable…We have coached our staff on the correct way to interact with our guests and we know they will do better going forward.Thank you for staying with us and we hope we can serve you in the future.