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

3 out of 5
Holiday Inn & Suites Houston NW - Willowbrook, an IHG Hotel
18530 State Highway 249, Houston, TX

Reviews

9.0

Wonderful

Rating 10 - Excellent. 177 out of 273 reviews" "
Rating 8 - Good. 57 out of 273 reviews" "
Rating 6 - Okay. 21 out of 273 reviews" "
Rating 4 - Poor. 10 out of 273 reviews" "
Rating 2 - Terrible. 8 out of 273 reviews" "

9.4/10

Cleanliness

9.0/10

Staff & service

8.8/10

Amenities

9.4/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

6/10 Okay

Alma

Liked: Property conditions & facilities
Stayed 1 night in Mar 2024
Response from Michael on 14 Mar 2024
Thank you for sharing your stay experience with us. We are disappointed to see 3 out of 5 score. We always strive for 5.Would you be kind enough to share where we failed during your stay.

6/10 Okay

Brian

Liked: Cleanliness
Disliked: Staff & service, amenities
Room not ready, bartender inexperienced for a superbowl, many menu items out of stock.
Stayed 1 night in Feb 2024
Response from Michael on 19 Feb 2024
Thank you for sharing your experience. I am sorry to hear that we did not meet your expectations in few areas.Would you be king enough to let me know what time were you trying to check in so I can look more in detai on my end.

10/10 Excellent

Brittany

Liked: Cleanliness, staff & service, property conditions & facilities
The manager was very nice and very sweet and made us feel welcome even though it was a busy weekend at her hotel. She was really sweet to us and made us feel comfortable and for that four stars.
Stayed 1 night in Feb 2024
Response from Michael on 12 Feb 2024
Thank you for sharing your experience with us. We appreciate your business and glad to hear that you enjoyed your stay with us.

10/10 Excellent

jeffrey

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Michael on 25 Jan 2024
Thank you for sharing your stay rating with us. We are glad that you enjoyed your stay with us. We appreciate your business.

10/10 Excellent

Teri, Cypress

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Michael on 23 Jan 2024
Thank you for staying with us and sharing your stay experience. We are glad to hear that you enjoyed your stay with us. We appreciate your business.

10/10 Excellent

Sydney

Stayed 1 night in Jan 2024
Response from Michael on 23 Jan 2024
Thank you for staying with us and sharing your stay experience. We are glad to hear that you enjoyed your stay with us. We appreciate your business

10/10 Excellent

Jermaine

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from Michael on 18 Jan 2024
Thank you for sharing your stay experience with us. We are glad to see that you enjoyed your stay with us.We appreciate your business.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Overnight Stay
Everything was great from check in to check out.
Stayed 1 night in Jan 2024
Response from Michael on 15 Jan 2024
Thank you for expressing you stay experience with us. We are glad that you liked your stay with us. We appreciate your business.

10/10 Excellent

Charles

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was large and spacious. Clean and comfortable environment. Well lit!
Stayed 1 night in Dec 2023
Response from Michael on 24 Dec 2023
Thank you for sharing your experience with us and we are glad to hear that you enjoyed your stay with us.

10/10 Excellent

Shanajha

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2023
Response from Michael on 26 Dec 2023
Thank you for staying with us and we glad that you enjoyed your stay with us.

10/10 Excellent

Earnie

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Michael on 26 Dec 2023
Thank you for sharing your stay experience with us. We are glad that you enjoyed your stay with us.

10/10 Excellent

Brooke

Liked: Cleanliness, staff & service, property conditions & facilities
Great place to stay.
Stayed 1 night in Dec 2023
Response from Michael on 24 Dec 2023
We are glad to hear that you like our hotel and enjoyed your stay.

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, property conditions & facilities
Yes
Stayed 3 nights in Dec 2023
Response from Michael on 21 Dec 2023
We appreciate your business and thank you for staying with us. We are happy to see that you enjoyed your stay with us.

10/10 Excellent

Fernando

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Michael on 21 Dec 2023
Thank you so much for staying with us. We are glad to see that you enjoyed your stay with us.

10/10 Excellent

Jose

Liked: Cleanliness
Stayed 3 nights in Dec 2023
Response from Michael on 18 Dec 2023
Thank you for staying with us and we appreciate your business.

6/10 Okay

Gabriel

Stayed 1 night in Dec 2023
Response from Michael on 24 Dec 2023
Thank you for sharing your experience with us

10/10 Excellent

Garth

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel at a great price. Nice lobby with bar. Room was clean and comfortable. Friendly staff.
Stayed 1 night in Nov 2023
Response from Michael on 18 Dec 2023
Thank you for your business and we appreciate your you enjoyed your stay with us.

10/10 Excellent

Van Nguyen

Stayed 3 nights in Nov 2023
Response from Michael on 18 Dec 2023
Thank you for staying with us. We appreciate your business.

10/10 Excellent

Teri, Cypress

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was nice and clean and quiet. No complaints at all. Only had a $25.00 incidental fee, which was really nice.
Stayed 1 night in Nov 2023
Response from Michael on 14 Nov 2023
Thank you for sharing your experience. We are glad to hear that you enjoyed your stay with us. Also, good to hear that you liked the cleanliness and the quietness. We appreciate your business.

10/10 Excellent

Cashondra

Stayed 1 night in Nov 2023
Response from Michael on 18 Dec 2023
Thank you for staying with us and we appreciate your business.

10/10 Excellent

Brian

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was ok the walkin shower was nice i liked that
Stayed 1 night in Nov 2023
Response from Michael on 13 Nov 2023
Thank you for sharing your experience with us . We appreciate your business.

10/10 Excellent

Vicki

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Michael on 13 Nov 2023
Thank you for sharing your experience with us. We appreciate your business and happy to see that you enjoyed your stay with us.

8/10 Good

Cathryn

Travelled with partner
Liked: Staff & service, property conditions & facilities
Everything was great but the toilet paper is rough!
Stayed 3 nights in Nov 2023
Response from Michael on 10 Nov 2023
Thank you for sharing your experience with us. Sorry to hear that you didn't like the toilet paper. We use Barnd recommended paper.

10/10 Excellent

Vincent

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Would stay there again
Checking in and out was a breeze. The front desk staff were very pleasant. Bed was comfortable and shower was great. The only negative thing I can say would be that the silverware at the breakfast was not clean and when I pointed it out to the person in charge he told me that they were having a problem with the dishwasher. We used the plastic ware instead. He had the girl hand clean the silverware. Other than that, no problems. The breakfast was okay. We would stay there again. Quiet and conveniently located.
Stayed 2 nights in Nov 2023
Response from Michael on 10 Nov 2023
Thank you for sharing your experience with us. Please accept our apologies about the silverware. We have addressed this issue with our staff.

10/10 Excellent

ronald

Stayed 1 night in Nov 2023
Response from Michael on 6 Nov 2023
Thank you for sharing your experience with us. We appreciate your business.

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Michael on 6 Nov 2023
Thank you for sharing your experience with us. We appreciate your business.

8/10 Good

Rene

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
We were short on towels and wash clothes and housekeeping promptly brought them after a phone call. Checkout was easy. Check in was the problem. We wanted to leave a car at the hotel while we went out for the day since we couldn’t check in until 3 and the man at the desk kept saying he couldn’t guarantee it’s safety. I wasn’t asking for a guarantee, I wanted to know where the safest place to park was so that the camera’s could see it. The man wouldn’t reveal where we should park and wouldn’t say if the cameras would show no matter where we parked. He was unkind in the way he kept insisting that he couldn’t guarantee the car’s safety. I just wanted to park where it would be seen. I wasn’t asking for a guarantee, I just didn’t know the area and was asking for advice. Needless to say, I didn’t feel welcome after his attitude. The others in the hotel seemed kind but he was not. I’m not sure if I’d return to that hotel again. I’ve had better experiences at other Holiday Inn hotels.
Stayed 1 night in Oct 2023
Response from Michael on 28 Oct 2023
Thank you for sharing your experience with us. You were asking which the safe place is to park. Our parking area is just like other places, and we did suggest you park anywhere in the front of the building.

10/10 Excellent

Terria

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely
Stayed 1 night in Oct 2023
Response from Michael on 24 Oct 2023
Thank you for staying with us and sharing your experience.

10/10 Excellent

Jaedyn

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This property was just off of a frontage road on the highway, and is located near several shopping areas and eateries that made our trip enjoyable. The hotel was close enough to houston for us to enjoy attending a concert there, without being too difficult to navigate back to or being especially traffic heavy.
Stayed 3 nights in Sep 2023
Response from Michael on 24 Oct 2023
Thank you for sharing your comments and we appreciate your business.

4/10 Poor

Josie

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Sad stay
Every where I encountered customer service it was a fail. I was compelled disappointed. They didn’t have my room available. I had to settle for a double that was left. At the breakfast I wasn’t even treated as a guest just like was trying to come in for a free Meal. Clean hotel but that’s the only highlight. Sadly the employees are lacking in the welcome department.
Stayed 1 night in Oct 2023
Response from Michael on 16 Oct 2023
Thank you for sharing your experience with us. Would it be possible to get a confirmation number, name and arrival date so I can look in to more details before properly responding to your comments.

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, property conditions & facilities
Very nice property
Stayed 1 night in Oct 2023
Response from Michael on 12 Oct 2023
Thank you for sharing your experience with us and we are glad that you liked the hotel.

8/10 Good

Phil

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
The hotel was great, the food smelled wonderful, however, I have a service animal and I’m crippled. So people with service animals are not allowed in the dining area. Hence, not able to eat at the restaurant. I had to order out through DoorDash in order to be able to eat at your establishment. The staff was very accommodating and knowledgeable. I even extended my stay. But having a service animal, through your policy, left me with no other recourse, than delivered food. .
Stayed 3 nights in Sep 2023
Response from Michael on 28 Sept 2023
Thank you for sharing your experience with us. We do not discourage guest eating in the restaurant with their service animals. However we do request not to take the animal to the food service and buffet area which was explained to you by our staff at the hotel. We appreciate your business.

10/10 Excellent

SANDEEP

Liked: Cleanliness, staff & service, property conditions & facilities
Nice place. Will stay again when in Houston.
Stayed 1 night in Sep 2023
Response from Michael on 14 Sept 2023
Thank you for staying with us and appreciate your business.

10/10 Excellent

Bridgette

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Michael on 11 Sept 2023
Thank you for sharing your experience with us and we appreciate your business.

10/10 Excellent

ANGELA, Rockville

Liked: Cleanliness, staff & service, property conditions & facilities
Simple, clean and quiet
Stayed 1 night in Aug 2023
Response from Michael on 11 Sept 2023
Thank you for sharing your experience with us and we appreciate your business.

6/10 Okay

Janet

Travelled with family
Liked: Cleanliness, property conditions & facilities
Many small things made it less than optimum
A number of small issues just added up to a make it a frustrating stay. Arrived late in the evening no emergency toothbrush at front desk no pillow or linens in the room for the fold out couch. No shampoo the first morning. Spotty wifi service. Sliding doors between living area and bedroom and with bathroom are not fully closable. Multiple machines not working in gym workout area. Manager did not respond to me when I ledt a note describing concerns - I even asked again to be contacted.
Stayed 5 nights in Aug 2023
Response from Michael on 7 Sept 2023
Thank you for sharing your experience with us and we apologize for the issues you mentioned on your survey.We did follow up on the items were listed on your letter and found few things differently. Our Wi-Fi system was working fine and no other guest complaint about having issues with Wi-Fi. We do give out the log in code to all our guest to use so they can connect to our Wi-Fi.We also checked the treadmills & ellipticals and they are all working. Some guest had unplugged the few machines and after we plugged them back in it started working. We are 4 years old hotel and we don't think it is dated.Again we apologize for the inconvenience nd we have shared your comments to related staff to prevent some of this happening in the future.

10/10 Excellent

Melissa

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I didn't like no free breakfast. When paying an average $100 Plus deposit so $125 average per night, the least you can do is hook a girl up with a Texas shape waffle or an apple for free in the am.
Stayed 1 night in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for sharing your experience with us and we appreciate your business. We do have two rates available on our web site with and without the breakfast.Next time if you stay with us, please let me know so we can buy your breakfast.

10/10 Excellent

David

Liked: Cleanliness, staff & service
Good
Response from Michael on 31 Aug 2023
Thank you for your business

8/10 Good

Makaela

Liked: Staff & service, property conditions & facilities, room comfort
Nice stay
The hotel was nice and the staff was amazing. The bed was comfy and the shower pressure and hot water was excellent. However, the sheets had stains on them and when housekeeping came to clean the room they did not change the sheets just made the bed. I knew it was the same sheets because the stains were there. There is black mold at the top of the bathroom walls. Overall a nice stay and I will stay again just hopefully a different room without mold and sheets that aren’t stained.
Stayed 2 nights in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for sharing your experience with us. We apologize about the bed sheet. We have shared your comments to our appropriate staff, and we have implemented corrective actions.

10/10 Excellent

Melissa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Micahel on 31 Aug 2023
Thank you for staying with us and we appreciate your business.

10/10 Excellent

Laina

Liked: Cleanliness
Stayed 1 night in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for sharing your experience with us and we are glad that you enjoyed your stay with us.

2/10 Terrible

sabrina

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for staying with us and we are disappointed to see a score of 2. Would you please share our deficiencies for low scores so we can implement corrective action.

4/10 Poor

Victoria

Travelled with family
Disliked: Cleanliness
Is nice place but the reseptionist poor customer service
Stayed 1 night in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for sharing your experience with us. We are sorry that we did not meet your expectations and received a score of 2. Would you be kind enough to share what didn't you like about your stay so we can implement corrective action.

10/10 Excellent

Laina

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing
Stayed 1 night in Jul 2023
Response from Michael on 31 Aug 2023
Thank you for staying with us and we are glad that you enjoyed your stay with us.

6/10 Okay

Christopher

Liked: Cleanliness, room comfort
Mixed feeling experience
The receptionist on my arrival was pleasant, 5-star lady. In the morning the coffee at 9am was cold (I suppose it was coffee leftover from the previous day) but the guy at dinning made fresh coffee after I told him about the old coffee. On my second day, Sunday, whoever cleaned my room did not remove the towels I had used in the morning.
Stayed 2 nights in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for sharing your experience with us. We gave shared your comments with our appropriate staff to implement corrective action.

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Clean room friendly staff
Stayed 1 night in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for staying with us and we are glad you enjoyed your stay with us. We appreciate your business.

10/10 Excellent

Adam

Stayed 1 night in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for sharing your experience with us and we are glad that you enjoyed your stay with us. We appreciate your business.

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pleasant stay
Rooms were clean and beds comfortable. One side of the hotel (parking lot and entrance) was quiet, but the other room on the freeway side was noisy all night.
Stayed 1 night in Aug 2023
Response from Michael on 31 Aug 2023
Thank you for staying with us and we appreciate you sharing your thoughts with us.

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Jul 2023
Response from Michael on 31 Aug 2023
Thank you for staying with us and we appreciate you sharing your experience with us. Weare glad that you enjoyed your stay with us.

10/10 Excellent

ginger

Stayed 1 night in Jul 2023
Response from Michael on 31 Aug 2023
Thak you for your business and we appreciate you sharing your stay experience with us. Based on the score we are glad that you enjoyed your stay with us.