Holiday Inn Express & Suites Brookshire - Katy Freeway, an IHG Hotel

When we first arrived we kept ringing the bell and nobody would come out. Another customer went and knocked on a door and the employee finally woke up. She was extremely rude and basically threw the keys at me. The first room she gave me, the beds were unmade and there was blood on the carpet. We had to go wake her up again. The second room had a leak in the roof and was leaking water everywhere. We had to wake her up one more time. She finally gave me another room. I had to walk back and forth with my family and belongings, only to wake her up and catch and attitude every time. All I wanted was a place to get a few hours of sleep.

Pool was filthy. When I was told it would be cleaned, it was instead closed down. Two broken chairs poolside so couldn’t even sit outside to visit family staying in another room. Outlet in bathroom didn’t work. One roll of toilet tissue provided and they told my disabled mother she’d have to come get it. We were staying in the first room on the first floor maybe 25’ from the front desk and they couldn’t even bother themselves to bring it by. There was no remote but the prior front desk clerk did bring that to us the day before. The sink looked like dirty water had been dumped but not washed down. I called IHG and they said they’d have a manager call me but no one ever did. They gave me rewards points for my inconvenience but Hotels.com did nothing!

The reception female was on a personal call, didn’t get off to check us in. The next morning I was with my kids and she was making another personal phone call and loudly kept saying “ when s..t hit the fan to whoever she was talking to( mind you the holiday in phone was ringing behind her the whole time). Hotel was decent to sleep and breakfast was good but it was pretty dirty.