Holiday Inn & Suites Houston West - Westway Park by IHG

The customer service was incredible rude. They made a mistake of checking another person to my friend's room. We waited at lobby for over an hour. Paid for breakfast at booking but did not have our name on their records.records. I had to provide proof of payment. It was a terrible experience for a night stay!

I booked this room on accident attempting to book for 5/8/26 for a baseball tournament instead of 8/8/26. When I booked and paid I called immediately to attempt to move the booking or receive a refund and the property refused . Check in was at 3pm and I arrived at 330pm where we had to have our room changed because they still had not cleaned the on they originally gave us. This is also where we discovered there was a $50 “safety” deposit attached to the room as well, which was supposed to be reimbursed after 3 days and still has not nearly a week later. The WiFi was incredibly slow, and the drawer next to the bed continuously opened on its own. Room was clean and pool and jacuzzi were nice, but wasn’t happy with the overall experience because of the other factors mentioned above.

Good deal for a good hotel

There was a small roach on the nightstand. This could mean more. The pillows had no support which left our heads sunk through and resting on the bed. The bathroom is very dated and needs repairs and the complementary coffee in the lobby was cold.

One of the better motel/hotel in the Houston area. Rooms are nice and clean, coffee serves 24hrs, ice, lemonade and cookies are served all day. Great, friendly staff.

This hotel is usually pretty good. However this stay wasn’t good. AC was on its last legs and noisy. Room wasn’t clean as usual.

Sweet

The location of the property was just what our family needed for the Baseball event. The pool was nice for my son to cool off from the heat. When my husband went to check in the staff member told him that our room had been canceled from Booking.com. My husband had to talk to him for 15 minutes and eventually asked him to print out the confirmation of it being canceled so we could prove it to you all. He said he had no way of proving that it had been canceled but he did not see a reservation on his end all he showed was that it was canceled. He was not willing to go get another staff member to help him but thankfully a sweet lady came and showed him how to do it and found our room very quickly. It was a very frustrating check-in process.

Rude kitchen and cleaning ladies, ac broke down in the middle of my stay, no microwave will not be returning

Ok I'm Lunch menu & bar prices. I paid $ $30 + tip for two small shots of vodka on the rocks.

The beds are harder than I like personally.

The pool area is very ugly and full of weeds.

This is one of the nicest Holiday Inns we have stayed in. The staff were friendly. The cookies at the welcome table were nice. The room was large and spacious and clean. They had a real restaurant. The breakfast was hot and not the typical same hotel fare. It tasted like it was cooked and not from a box.

Quiet location, rooms were big but smelled musty. Sink in bathroom would take 20-30 seconds to empty. I expected more for the price.

All very good, nice and quiet but during mid week. No busy at all. Check in system was down when we arrived an had to record my all me info again on a form. Other than that, it was great.

A huge thank you goes out to Kenny for making our stay a pleasant one. His pleasant and outgoing demeanor was what cheered us up. The rooms were immaculate and we enjoyed our stay. Will definitely be returning.

Nice and clean

This hotel looked like a motel. It was horrible

Overall, my overnight stay was good. The hotel could improve their new employee training. The young man who checked me in was friendly. He seemed nervous and was very slow. He could have used some assistance from a more experienced person.

Ms Stacy was very nice and informative at check in The bartender lacked customer service skills, she left the bar unattended, we asked for ice as we were sitting out by the pool and she told us you have an ice bucket in your room.

Great especially for solo travelers

When I arrived on June 19 and checked in I was given a room that was dirty, bed unmade, and trash in the room. I notified the staff, They moved me to another room. Well, this room the tv didn't work. I notified the staff again. So my stay wasn't good. However, I did ask for a discount on my room . The manager told me he couldn't talk to me .But , to no avail I was sent word by the manager that I could get a free breakfast my next stay. I was very upset . I had spent $200 for a night of constant inconveniences. The General manager will be hearing from me. The only bright spot was the breakfast was delicious.

The room was really very good, clean, comfortable and good internet

Beautiful

Not much of a snack bar, no ice machines, no vending machines, and take your own soap if staying here. They were out of soap and didn't know when they were getting some. Very Strange. This was a first!

Better tvs

Negatives: Water outrage at the hotel. The room also was understocked of coffee supplies and bathroom supplies.

good

1. Woman at the front desk was unfriendly and a bad mood, said come back later because the room is not ready.( 4:40 pm) 2, the room was dirty and some cockroaches

Wifi was horrible . Don’t stay there for a business trip if you need wifi .

It was close to our destination. No towels, no cleaning, dirty bedding with holes in it.

G

Breakfast was ok. Had better, had worse. Someone could have been at the front desk when I arrived. Instead I had to wait 10 minutes to get checked in.

Location There was a bar / restaurant that had almost nothing to eat . The ice machine on the floor was broken.

Location and staff Old and out of date property. Needs renovation Booking.com 3rd party reservation is the worst. They never reimbursed me for a night that was approved by the hotel manager. DO NOT USE BOOKING.COM. The better business bureau gave them an F score rating.

Room I stayed at this hotel on April 27. Breakfast was included, and initially I had no major issues. The bed was very comfortable, which was a strong positive. However, the bathroom was quite basic and the shower pressure was weak. Because the bed was so comfortable, I decided to return the following night. At check-in, I was assisted by a very friendly staff member. After completing the check-in, I asked for a restaurant recommendation, and he suggested the hotel’s own restaurant. I arrived around 8:45 PM and was informed that the kitchen was already closed. I asked for another recommendation, and the staff suggested McDonald’s. I went back to the front desk to mention this, and the receptionist apologized, went to the restaurant, and came back saying they would still serve me. However, I clearly noticed that the restaurant staff seemed unhappy about it. I remembered a simple rule: it’s not a good idea to eat food prepared by someone who is visibly unwilling. So I decided not to proceed and went to McDonald’s instead. The next morning, when I went for breakfast (which was included in my rate), my name was not on the list. I went to the front desk to clarify, but no solution was provided. I ended up leaving without having breakfast. Later, I noticed that my card had been charged a deposit and an additional fee that had not been applied on the first night. One charge appears to be the deposit, but the other has no clear explanation. To make matters worse, I requested invoices for both stays through Booking.com chat and received no response at all. Conclusion: I do not recommend this hotel. There is no consistent management standard — your experience depends entirely on which staff member you deal with. There is a clear lack of consistency, poor communication, and lack of transparency in billing.

Not terrible but also not great. Just middle of the road. I’ve stayed here twice because of work but I will not be staying there again. Just meh. My bathroom had a dirty towel left in my shower.

Other than the AC not really getting the rooms cold, the hallways were HOT and the beds weren’t very comfortable. It was clean, safe, and worked for us for the weekend!

Very nice bed, good and clean room. Nice surroundings, quiet and easy to get in and out. Recommend this hotel.

David was RUDE , the heated pool was ice cold, the hot tub was Luke warm. TV SATELLITE WAS OUT FOR MOST OF THE STAY, when it came on, there were only 3 channels total. No microwave. Terrible stay

?

It was in a nice area Nothing

The only thing i didnt enjoy was the breakfast not having any pancakes/waffles. Also the pool looked a bit dirty

Needs remodeling

Good

Just the amenities in the room like shampoo bottles and liquid soap are very small.

The receptionist cherry or Cheri was wondering she was very polite always had a smile on her face and was very helpful a very sweet lady

Everything was amazing and staff super helpful and friendly

We asked daily for enough towels for our daily and each day we were only given two. The booking shows 4 people - why make it so hard to take care of your guests. It’s easy stuff that should be taken care of not requiring guests to ask.

Clean and quiet room, good everyday housekeeping. Great location.

Great location, clean, friendly staff

Excel

They are very stingy about providing anything extra other than the room. Bed was very comfortable. The bathroom sewage system could be upgraded, it had a funky smell the whole time. The location was amazing for what was needed in the area. Overall not too bad of a place. The bed made the whole trip.

The restaurant had awkward times of opening. No continental breakfast

Ok

Pool was rundown and not heated. My bath water is hotter than the hot tub. Rip in my headboard. Some drawers wouldn't stay shut. Bad smell from bathroom.

Front Desk Staff was HORRIBLE. He tried to scam me out of money I already paid to stay there and then spoke to me like I was dumb. He was highly disrespectful and RUDE and I will never go back there.

Everything thing was perfect

It was a great stay. Friendly staff

Parking is terrible and they charge 14.99

I didn't use parking

The stay was great and really clean. There was only two things I’d like to mention. The check in clerk after doing the check in in process mentioned all the amenities and mention where we will have the breakfast but false to mention that we have to pay $14.99 per person to eat. Which was strange but it’s ok and the other thing is if you have a sensitive nose then know that the shower drain does release a strong smell

Stayed one night and had no issues with room or parking.

Breakfast and close to the Interstate freeway

Nice for the price

My stay was good overall, however the water was cold when trying to take a shower. The jacuzzi was mid temperature, it was not hot. Not many options on the Lounge menu, It was a good stay for the most part,

Oh yeah, 6 vehicles had the windows smashed out and items stolen, including my vehicle. All vehicles were parked in the front of the building.

No towels had to go get some from desk clerk No microwave in room Told to get out early No heat pool No free breakfast

Clean room and service. Very close to the office so a walkable location.

I am writing to formally submit a complaint and to request a full refund of the amount paid for a reservation made through Expedia at the Holiday Inn located in Houston, Texas. Upon my arrival at the hotel, I received poor, unprofessional, and unsatisfactory customer service, which resulted in a very negative experience and was completely contrary to the quality and service standards expected from a hotel chain such as Holiday Inn. Due to this situation, I felt extremely uncomfortable and upset, and therefore decided to leave the hotel immediately, without using the room or any of the services offered. It is important to emphasize that I did not stay at the hotel nor use any services, for reasons directly related to the poor customer service received. I have previously contacted Expedia, and they informed me that the refund can only be authorized directly by the hotel or by the corporate office, which is why I am submitting this formal complaint to you. I believe that charging for a service that was not used due to a negative experience caused by the property is neither fair nor acceptable. Therefore, I respectfully request: A full refund of the amount paid Written confirmation of the resolution of this case Thank you in advance for your attention. I look forward to your prompt response and trust that Holiday Inn / IHG will handle this matter in a professional and customer-oriented manner. Sincerely, Bie Reservation Number: _____

decent

Rooms were not as expected, exhaust fan in our room did not turn off, AC did not function.

yes

Clean and spacious room.

it was better than expected, the location, property, staff, and room exceeded my expectations and I will stay there again!

Clean room , bed sheets weren’t to appealing no microwave

Update facility. Fix plumbing in shower. Shower heat got floor all wet

Good decent hotel

Staff is very helpful and friendly.

No complaints! Staff was friendly & helpful. My stay here was pleasant.

Although the facade is modern, unfortunately there are damp patches on parts of the roof, the low toilets are very inconvenient, and the water filling system has problems... I hope they improve for future guests...

Toilet not flusinh well Iron to use on dress not getting hot. Worst hotel to book

yes

Staff did give me an blanket when I asked for.

Excellent value.

Clean room

We walk in and it smells like mold. As I step into the room I noticed the floor is caving in like sink holes in at least 3 different spots. Not sure if the had been previous water damages or what had caused it but I didn’t feel safe in the room so we asked to switch. They then put us in #423 same moldy smell as soon as we entered the room. In addition there was 5% water pressure in the shower. Never staying there again and if we had been given a refund we would have switched hotel right away.

Front desk staff was excellent until the last day. One male staff or owner made my wife unwelcome after check out. I was finalizing on a factory certification class while my wife had to check it at 11:30. She asked if she could wait in the lobby while she waited for me to finish. And he gave a long pauseand said i guess. Not sure if I'd stay there again. And breakfast was a little sad. But ok.

It was clean

The carpets are filthy, and the bedside table is rusted

NO REPLENISHING, NO TOWELS

Everything was good , only thing the curtains did not block the sun from coming in, I had to get up early because it was too bright , but everything was great, my last day there 2 cars got their rims and tires stolen,that was a little scary but definitely would come back

Really clean excellent customer service

Pool to cold, no towels, roaches in staircase, ice machine broke and frig not cooling properly, people standing in hallway and someone kicking doors, not much on dinner menu and bar don’t open until 4.

The pool was to cold to swim in

Everything dirty was told I would get a call on Monday never did.

O

The stay was ok.

Good stay, clean room, nice staff, all easy. Too many smokers by the pool and outdoor seating area so could not enjoy that part.

The carpet and drapes were unkept and felt outdated. The bedding was decent. The bathroom towels were not properly cleaned and had hair from past guests within them. The hot breakfast was cold and the fruit had mold.

Enjoyed my short stay would recommend property

My room had no microwave and the plugs and tv is really outdated

It was really quiet, safe & affordable. Willing to stay there more often.

Nice hotel

It was an unfortunate stay for my family. I booked the hotel for 3 days. For two consecutive days the fire alarm went off at 1:00 am, when we are already sleeping. We know iy was not the hotel's fault but probably from some guests. On our first night thr hallway in the fifth floor smells weed. On the third day we checked out amd transfer to a different hotel

2 thumbs up

My first time staying at this location & everything was great and seamless! I was here for four days on business & it was in a great location & close to everything

The room had no bathtub so had to wash toddler and infant in the sink. Waterbug also in attendance in our room :/ AC worked well so reason for 2 stars. Hard beds. Breakfast was okay, but it ran out quickly, and took forever to bring new out. Typical hotel box eggs, bacon swimming in grease, sausage, pancake, yogurt, cereal options, and juice, coffee, milk, fruit and pastries. 3rd night after a long day out we wanted to relax by the pool. Got there around 8 and the smell of chlorine was horrific. Front desk said it was still open and opened the outside door to get fresh air in. Electricity went out in the whole hotel for about 5 minutes, husband was trapped in elevator, hot tub was broken, and the same worker from the restaurant came and said "yall know this is closed right? The hot tub is broken and i dont know when the pool was cleaned. We left. Go elsewhere!

Good

Very convenient location to my office. Unfortunately no dining options around.

Check-in delays and long waits in the lobby overshadow any welcoming atmosphere. Advertised amenities fall short, with the restaurant and bar closing early on weekends, leaving you without advertised room service options. A musty smell and stifling heat throughout the hotel contribute to an uncomfortable stay, while the breakfast buffet, available for an extra fee, offers a lackluster selection compared to complimentary options at other hotels.

Nice accommodation

Very amazing and cleen

It was very clean

Everything was just fine. Only one coffee cup.

The room had an odor, and there were spiders crawling on me. I went to change rooms and they told me there were not any more.

It’s nice area but the pool was freezing, the restaurant wasn’t really a restaurant and was closed multiple times while we were there. I always stay at the Holiday Inn- this one was a disappointment.

Property condition, housekeeping and room condition was pretty good. Now, break FOOD was fair as best when is free, BUT when there is cost $ for breakfast, the rating is POOR.. Choices limited, food less than appetizing and breakfast area service poor.

Clean comfort nice and well be back

Staff was horrible, gave us a hard time when we asked for extra towels. Housekeeping was awful. Bed was hard. Back parking lot isn't very lit and security is nonexistent. We didn't pay the $14/ea for breakfast so I can't say if the food was good or bad.