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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. 350 out of 639 reviews" "
Rating 8 - Good. 156 out of 639 reviews" "
Rating 6 - Okay. 43 out of 639 reviews" "
Rating 4 - Poor. 37 out of 639 reviews" "
Rating 2 - Terrible. 53 out of 639 reviews" "

8.8/10

Cleanliness

8.6/10

Staff & service

8.2/10

Amenities

8.6/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

4/10 Poor

Avinash

Liked: Cleanliness, staff & service
Reserved room was not available.
Stayed 1 night in May 2024

2/10 Terrible

Amrit

Travelled with partner
Basically… I did not stay there when I went there it was closed they said that there is not power in the hotel due to thunderstorm in Houston then they took my confirmation number and said that they will refund soon but I haven’t got the refund . Now I tried to call hotel and call doesn’t go through . I wish you would help me with that … and get me my refund . As I am your regular customer always use Expedia for stay and travel . Thanks Amrit .
Stayed 1 night in May 2024

4/10 Poor

HAIDY, Garden Grove

Business traveller, Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is in really bad conditions. They are working in the pool area. So they offered some service that they don't have it. They didn't make my bed with the excuse that I left something over the bed, so they cannot clean that part. I've never had that experience before in any hotel that they clean just half of the bedroom. On the other hand, the day that we arrived we wanted to check in early, but no one was at the reception to help us, we had to wait in the living room for more than 40 min, until 7:30 am, for someone to told us that everything was sold out and they couldn't help us. Anyway, I don't recommend this hotel.
Stayed 2 nights in May 2024

4/10 Poor

kathryn

Disliked: Cleanliness, staff & service, property conditions & facilities
day receptionist was rude and unacommodating
Stayed 1 night in Apr 2024

2/10 Terrible

Robert E, Little Rock

Disliked: Cleanliness
Did not stay
Stayed 2 nights in May 2024

10/10 Excellent

patricia

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The pool was not open
Stayed 5 nights in May 2024

4/10 Poor

Liv

Stayed 3 nights in May 2024

10/10 Excellent

Natasha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024

10/10 Excellent

Erick

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024

6/10 Okay

Albert

Travelled with partner
Liked: Cleanliness
A/C unit was extremely loud. Staff in breakfast area was rude.
Stayed 1 night in Apr 2024

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

Muriel

Travelled with family
Disliked: Staff & service, property conditions & facilities, room comfort
Not the typical Holiday Day Inn Express
Holiday Inn Express is not living up to their reputation. We were told we must hunt down cleaning services to get clean towels. And then had to go back to our room to get the dirty ones and then we had to argue to get three sets. The beds were harder than concrete. My hips were in pain when we finished our stay. The walls were dirty around the thermostat and switches, layers of dust all over the lamp shades and curtain. The breakfast never had things that match, sausage gravy with no biscuits, bagels no cream cheese, etc. And customer service was so rude. I’ve never been treated like this at an Holiday Day Inn.
Stayed 2 nights in Feb 2024

6/10 Okay

Sharmila

Stayed 1 night in Feb 2024

2/10 Terrible

Zuocheng

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night 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

8/10 Good

Jackie

Business traveller
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024

6/10 Okay

Michael

Business traveller
Disliked: Staff & service, property conditions & facilities
Just OK, but don’t expect anyone to be kind.
The night front desk attendant was incredibly rude and short with me upon check in. She didn’t want to get up from her desk to help open the locked front door. asked me “where your key at!? Why don’t you have it?” I said “I haven’t checked in yet..” she responded with “do you even have a reservation?” Yes maam, we sure do. Then rolled her eyes as she had to stand up from her chair to open the door for us. Check out wasn’t much better.
Stayed 1 night in Feb 2024

2/10 Terrible

Carolina

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

2/10 Terrible

sandra

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
HORRIBLE, EXTREMELY RUDE SERVICE
I made a reservation for a 1 night stay from 2/4/24 - 2/5/24. I was NOT permitted to check-in using my phone as a tap payment option, by an EXTREMELY RUDE AND UNACCOMODATING Shonda the reception attendant! i let her know that I have been able to check in before within the previous month using my phone as a tap payment option to cover the $20.00 incidental fee. Her response to that information was LESS THAN HELPFUL and she made NO EFFORT to rectify the situation other than to insist that I would not be able to check in using my phone as a credit card via the tap payment option.
Stayed 1 night in Feb 2024

6/10 Okay

desi

Liked: Cleanliness, property conditions & facilities, room comfort
this hotel offers breakfast, only thing they run out of eggs. this the 2nd time I stay there, figuring it was just one of those days but i guess it is a habit to save money. this morning the employee mention they were out. that was about 8:30. The hotel is ok but if looking a breakfast forget it. I was informed it only happens on the weekend. also, they were trying the supervisor didn't answer the weekend don't really cares.
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