Homewood Suites by Hilton Houston - Willowbrook Mall

Staff (Manager too) is horrible. Hotel is okay, a little older. I admitted to the manager I mistakenly short booked my techs stay by a day. When I called the hotel to let them know I had rebooked an additional night and to see if they could stay in the same room I was advised that one house after the check out time the hotel packs up any belongs in a room and puts them in a bag a in the front office. I was astonished because I have never had a hotel do this without calling me or my technician's (they were stuck on a job site). The receptionist said "Its our hotel and we can do what we want after check out time". Keep in mind I am not angry at this moment but more flabbergasted. The manager said they didn't have a number to call, the receptionist said they called two numbers and when my technicians were at the desk she said because we booked through a 3rd party they do not call. Keep in mind my techs had to give their number upon check in. When speaking with the receptionist she said "Anything else!? (with and attitude) I replied "Yes, can I get your name?" she then proceed to hang up the phone with out say a word. This hotel is being ran by a group of people we are seeing more and more of in TX and MS. Never will we stay there again and I will also be notifying their Corporate office

The absolute worst hotel experience. Problem after problem popped up from our 4 night stay that led to us checking out early and going to another hotel. The smell on the 3rd floor became intolerable as they are going through renovations. AC stopped working during our stay and they wouldn’t fix until following day. The room never got serviced and the pool was out. Front desk and hotel manager never made accommodations to resolve the issue. Still fighting with them to get a refund.

Location, value, cleanliness. None.

Location, value, cleanliness. None.

Good location, friendly helpful staff

Good location, friendly helpful staff

The fan made noise, the shower was horrible.

It was not crowded. Serounded by a mall and many restaurants and a nice breakfast. Nothing to complain.

It was not crowded. Serounded by a mall and many restaurants and a nice breakfast. Nothing to complain.

Exceptional

Hotel was in average shape and condition. Staff was friendly and helpful.

Good

Very good

We would not recommend at this state if your on vacation. Maybe for business it would be ok. The staff was very friendly. On more than one occasion we didn’t have hot water and in one room the toilet didn’t flush and the AC did not work. Hotel needs an upgrade. Pool was closed. The surroundings of the hotel also looked desolate. Empty restaurants etc and poor landscaping. The landscaping of the hotel was ok.

Disappointing

Keep up the good work. Thanks.

Have no complaints about the cleaniness, staff or anything else..

Clean room and safe. Mall across the street for shopping!

The water was hot air conditioner blew cool everything else was terrible

Needs renovation and upgrades.

I didn't like the breakfast at all no variet The variety and the choices of food

The variety and the choices of food

Yes

The room looks clean but the carpet is sticky. Staff is friendly and helpful. Breakfast is average.

Exceptional

The staff and location was great The pool was closed for repairs when we arrived, did not know or wouldn't have booked. Got to the room and the smoke detector was hanging, the toilet seat was almost off because of looseness, when you shower the tub is so skinny and cupped not comfortable at all to take a shower in.

The staff and location was great The pool was closed for repairs when we arrived, did not know or wouldn't have booked. Got to the room and the smoke detector was hanging, the toilet seat was almost off because of looseness, when you shower the tub is so skinny and cupped not comfortable at all to take a shower in.

Facility undergoing renovation and breakfast was good. Housekeeping failure to clean rooms.

Location Facility undergoing renovation and breakfast was good. Housekeeping failure to clean rooms.

The breakfast was less than tasty, and my room smelled as if someone had been burning patchouli incense in then.

Well maintained

Staff was friendly Not a big selection for breakfast. One morning there was no hot breakfast at all. Pool was closed during our stay. Hotel is old and needs updating. Room was ok, don’t think it’s worth what I paid. There went small bugs in the window sills and the carpet in the room had a very sticky feel to it - would not walk around the room with shoes off.

Location was close to a mall and the venue I travelled for. Staff was friendly Not a big selection for breakfast. One morning there was no hot breakfast at all. Pool was closed during our stay. Hotel is old and needs updating. Room was ok, don’t think it’s worth what I paid. There went small bugs in the window sills and the carpet in the room had a very sticky feel to it - would not walk around the room with shoes off.

breakfast and AC is good

The room was nice, clean and the bed very comfortable.

Was given a 1 bedroom king suite even though I paid for a regular room. I was impressed with how nice, cozy and convenient it was! The in-room kitchen was even stocked with dishes and cookware. TVs in the bedroom and living room. Options for dimmed lighting and a quality, pullout sofa bed. Would definitely stay here again. Right next to the mall and several great places to eat or get drinks. Very quiet at night.

Second, the tub faucet was rusted and fell off when I turned it on. and the water was cold. When I told the front desk that there was no hot water, I was instructed to run the kitchen sink, bathroom sink, and tub on hot for 15 minutes. This trick did work, but it is ridiculous to stay in a Hilton property and not have any hot water and have to use tricks to get some.

Good for the value and really central location

the hotel needs to be remolded, it wasn't what I expected at all form all the other Homewood suites we have stayed at in the past. It was at a great location , just need to upgrade the hotel.

The pool was closed the remotes to the tv’s didn’t work they only had a few channels on the tv no local channels the water in the kitchen and bathroom sink didn’t get hot the toilet didn’t flush well and the bathtub pooled water on the i side in the middle of the tub water didn’t fully drain out even as you showered you would have your feet covered in water the breakfast wasn’t good at all the food was undercooked salty or not seasoned

Breakfast was good, in a good area with lots of things to do. Very convenient. Would stay here again.

Great

Na

Clean rooms comfy beds qiiet

Nice stay. Suite was suitable and location was convenient.

This hotel was very nice. The staff was very friendly and the breakfast was great!

Staff friendly clean room only thing this morning the shower was ice cold w water turned on hot all the way 😞 but everything else was wonderful just a cold shower isn't good for me I like a warm or hot shower could barely stand it on my body

Beds are hard and pillows flatten. Both uncomfortable

Checked in my room went upstairs there's no hot water I called down front desk that they would move me I packed up all of my bags went back down to the front desk then I was told they would have to send someone to check my room I said why didn't you send someone up there to begin with front desk responded what they didn't tell me to bring my bags then they moved me to another room The lights in the bathroom did not work I requested they get fixed lights were never fixed

This hotel needs some major upgrades.

The room was not clean at all—there was grease all over the walls. Front desk service was extremely poor and unprofessional. When I requested an upgrade to a two-bedroom suite, it took an unreasonable amount of time to process. To make matters worse, I was charged once and then charged again because the front desk associate gave me the wrong price initially. Being double-charged due to staff incompetence is completely unacceptable.

When we got to the hotel, the lady at the front desk gave my room I booked to someone else. I used my points to get that room because I figured why not indulge on the best room that was available. The first room she gave us was horrible. It was hot, the windows faced a wall, the bathroom had dim lights. The third floor seemed like they was renovating and we ended up with the worst room. When I went to ask her about putting us in another room, she didn’t want me to talk, put her hand up in my face so that she could finish saying what she wanted and then asked what did I want her to do? When I finally got another room it was a copy of the other but atleast the ac worked, the room was lit and it seemed clean as best. I normally love to stay at hiltons but this location needs to educate that lady that checked us in. Did not have a good experience and wished I could get my money back or have my points put back. Horrible customer service and attitude of the worker. She didn’t verify who booked what rooms.

The staff was courteous and helpful, the bathroom was not very clean, Breakfast was good

The Hotel was being renovated and there was no heads up that a room would not be available. The staff made my coworker and I wait for three hours to then cancel our seperate reservations and book us over at the hampton inn hotel that was also being renovated.

condition 0f room was excellent

Staff originally told me rooms were not ready at check in and then waiting two additional hours before telling me they had no rooms despite having my reservation. They offered no solution and I ended up leaving and finding my own new hotel with the promise they would credit my account but could provide no paperwork showing that the credit was done.

No hot water the entire duration of our stay, the elevator button was non-existant so we had to take the stairs. Room was just okay, felt as though it had not really been cleaned. Pool was non accessible for those who care to use it. Staff was friendly but very young. The area around was dirty and smelled. I would not recommend staying here.

Hotel was terrible. No elevators, noisy, no hot water, bad service

No hot water and signal kept going out on tv. Plus no smart tv

It was ok. Needed a thorough cleaning and repairs to broken items (like toilet seats, phones, etc)

Love it

The hotel was very dated ,no hot water the tub wasn’t cleaned and the bathroom door squeaked loudly

Bathtub was clogged and dirty

This is the first time I have stayed at this location. I won't hesitate to come back. Tristan at the front desk...do whatever you can to keep him employed! Super nice guy greeted me by name every time I left or arrived at the hotel. Tristan made all the difference at this hotel.

The staff was good. Room was clean. Breakfast was service able. We told the staff of the smells and the response was, “I’m not surprised.”

It wasn’t much to like , at check in the front desk manager either seemed to didn’t know much or just didn’t care. Put us in a room that was at the first floor entrance and the door was propped open. So asked did they have anything else ? Then replied we have a room on the2nd floor. That room seemed old and very drafty. The toilet backed up . Asked for a plunger, they said ok, will bring it. 30minutes later the person shows up and plungers the toilet. We had to walk around to our vehicle , because of the construction going on in the front lobby entrance to the rooms. Thank goodness it didn’t it wasn’t raining at the time. They just didn’t seem interested in their customers needs. Oh don’t let me start on the breakfast. The cereal was stale, the fruit seemed too ripe, the eggs were like water, the Hogarth was opened. The apple and orange juice tasted like. I believe we will not revisit or stay in that place for a long time, if ever.

…

The staff were extremely helpful. We came in early with loads of baggage and they gave us a room without an extra fee. Held our bags until we were ready to go to the airport. Only issue was there was an odd smell in the stairway. We would stay here again.

Great location for the price

No hot water on loop cold water, the elevator was broke you had to walk up the steps, staff was not friendly, food was undercooked bathroom tub had no stopper. it was like a motel six and they turned the light off.

Would not recommend

drain

Property could be updated inside

Super clean and amazing staff! We really enjoyed our stay!

The mall parking lot is across the street and can get a little loud

Overall, property met my expectations. The only issues I encountered was an uninterested front desk rep that couldn't give me proper directions to my room and lukewarm water.

Need to be fix up .

Property was clean and well situated, close to mall, shopping centers, grocery store, and restaurants. Quiet location. Manager was responsive to our needs and said the property is in the process of being updated.

My truck and 3 other vehicles got broken into and found out they don't have any cameras in front of property

the rooms looked more than 30 years old, needed an update ,rugs with stain marks, not well kept.

The floors were not cleaned very well in the living area & the shampoo was empty in the shower.

It was nice

Didn’t stay because the guy at the front said there was no room available. He was rude.

Amazing

The hotel had great location food cleanliness and front desk was so very nice and accommodating to my family. Only thing negative was the furniture was worn. We were very pleased overall.

Very nice, clean and friendly staff.

This hotel was convenient to where I need to be, and the breakfast was pretty good each day.

Cleanliness, no paper thin wall that I can hear from outside of my room door

Great hotel with super comfy beds plenty of amenities and a fantastic morning breakfast

I like that there was a shopping mall right next to the property..

Liked the fact that it was clean and quiet. Also enjoyed the continental breakfast!

Staff was friendly, food was ok.

Wish the pool was open, stayed at hotel 3 times now and has never been open.

Quiet. Shopping mall and several restaurants in walking distance.

Good stay friendly staff,

Always a great stay there. The only complaint was the hot water wasn't working.

Everything Was Very Good & Clean Front Desk Was Very Friendly & Very Very Nice!!!! Will Back Back Very Soon

Had a great stay in this hotel!! Rooms were amazing, breakfast was delicious, & the beds were really comfy! By far one of our best reservations in a while.

Staff was so nice, very helpful. The willowbrook mall was directly, across the street and there is also tons of restaurants! Within the area.

Quiet and safe .

Nice place. Waffle machine was broken. Decaf coffee machine was broken. Otherwise nice price.

What a wonderful hotel! The suite is spacious and clean. Most importantly, the management is willing to go above and beyond to assist their customers. Will certainly stay next time.

Found trash in room behind curtains and tub was dirty.

The rooms were spacious and comfortable, and exceptionally clean. The staff was welcoming and friendly… and the facility was well maintained

Good

Nice rooms

musty smell in room. we cleaned hard surfaces and spray to freshen,, discovered water leak. carpet saturated, wet luggage. had to change room in the middle of the night. wet carpet was the cause of musty smell. not a plesant stay.

Property was clean and the bed was comfortable. Priced very well and included breakfast. Don’t use Apple Maps. It sent us to the other side of the mall. Google maps got us there.

Visit family and friends. Staff was very friendly and helpful. Linda at the front counter was quick at check in & informative of the area.

Excellent

It was very nice

The property was clean. My only issue was the AC wasn’t working and it had a bad smell.

Bed was soft. Room was decently cleaned. AND THEN...no hot water in the shower. Took a camping shower. Talked to the front desk and they said they had 2 boilers down and no maintenance on the weekend. Called Hilton and all they offered was to create a ticket. no resolution AT ALL

I must say, I’m felt like a home away from home. I had the suite with the fireplace. Very cozy! Also the convenience of walking across the street to Willowbrook mall was awesome, then there was a bar and grill on the side of the hotel that had great food and drinks!!

dated

Front desk staff were my entire stay unfriendly. My room had no hot water and bathroom was dirty front desk didnt care abouty complaints.

The only thing I found was the toilet in our room had been use and someone forgot to flush! Nasty! Rust in the bottom of tub. Other than that it was a pleasant stay.

The front desk was very accommodating to my family.

THE SUITES WAS VERY HOMEY FOR US.

Nice area, lots of shopping options as well as resturants. Breakfast options were nice and hotel staff was helpful and friendly.