Holiday Inn Houston Northwest Willowbrook

I genuinely feel sorry for the owner of this hotel. The lower-level staff are doing their best and seem to follow Holiday Inn’s standard procedures, but their efforts are constantly undermined by ineffective and unprofessional upper management—particularly the general manager and assistant manager. Their communication with guests is rude and disrespectful, showing zero customer service skills. Instead of leading by example, they behave more like dictators, overriding staff decisions without proper communication or concern for guest satisfaction. This top-down mismanagement creates confusion and tension throughout the hotel. To make matters worse, I experienced serious service delays during my stay. Housekeeping was not done on time, and I had to reach out to IHG multiple times just to get basic room services addressed. I reported an issue with the room on Monday via email, but it wasn’t resolved until Thursday—and only after repeated follow-ups—because, apparently, there was no maintenance staff available. That level of delay is unacceptable for a branded property like this. The result is a chaotic and unwelcoming environment. Rooms remain unoccupied—not because of the facilities, but because of the poor attitudes and lack of leadership at the top. Unless upper management changes, this hotel will continue to suffer.Manger said if you pay x we clean your room daily since you paid y we clean only every three days rude and racist Until these serious issues are addressed, I cannot recommend staying here.

I recently stayed at Holiday Inn & Suites and it was an absolutely amazing experience! The room was incredibly comfortable and well-appointed, making it feel like a true home away from home. The housekeeping staff was incredibly welcoming and attentive, ensuring that everything was perfect during my stay. A special mention to Ms. Kim Davis, who checked me in with such warmth and friendliness. She provided great recommendations for local attractions, making my visit even more special. I would definitely stay here a million times and highly recommend it to anyone visiting the area!

Unfortunately have stayed here multiple times because of location and IHG points. Don't waste your money. Internet has not worked. TV has not worked. Breakfast has not been ready (no staff) and rooms not cleaned (no staff). Last visit my room was not available, reservation DECLINED, had to go to another hotel. And if you need assistance from Hotel Management "TEAM" forget it, they just take your money and ignore your complaints as does IHG. Sheraton two miles away is $10 more but much better value.