Holiday Inn Express & Suites Houston SW - Galleria Area, an IHG Hotel

Terrible. The hotel receptionist provided poor customer service. She had the exterior glass doors locked and would not let us in the lobby. She spoke to us from 20 feet away through the glass doors and she kept repeating, “we have no rooms, contact your booking agent”. I tried to explain that I already had my reservation with confirmation number but she would not give me an explanation. She continued to repeat herself. There was another family that was there before me and she was telling them the same thing as they were in the same predicament. They had their reservation but were not allowed in. This was very frustrating and caused me to have to look for a last minute change of hotels. I’ve stayed at Holiday Inns for close to 30 years now and this was honestly my 1st bad experience. The receptionist could have done better. Now I have to wait on trying to get my money refunded. Not sure if I’ll give them another chance. Maybe, maybe not.

We stayed for just one night at this hotel, the AC was barely working in August Texan heat, my family woke up sweating. Room felt dirty, carpet had trash in the corners, restroom in a sad condition, definitely expected to be more decent from Holiday Inn close to downtown Houston. Did not expect fancy, just normal and decent stay.

Unfortunately, not long after I checked in at 3pm, a water leak happened in the lobby, and the water was shut off so that repairs could be made. I talked to the front desk, and they said it would be fixed in an hour. 1.5 hrs later, I asked again, and they said it would be two more hours. We couldn't flush the toilets or take a shower. I had taken my kids to the swimming pool before the water was shut off so by the time we were done, we were not able to take a shower. we ended up leaving the hotel around 6 to keep our selves occupied and have dinner. when we returned at 11pm, the water was still not on. I asked if they had any sister properties we could move to, and they said they were full already. We didn't have any other options, so we stayed. I'm not sure when it came back on, but we had water when we woke up around 8am. I don't think they handled this well, but the staff was friendly and understood why people were frustrated. Our stay started off very rough but by the time we had water, I didnt have any other issues or complaints.

booked on hotels.com for 5 people but hey gave us a room for 4 because they said its first come first serve reservation. Manager was not reachable , receptionist at night was not helpful and argumentative,families stay away for this hotel

My husband and I stayed at the Holiday Inn Express & Suites Houston SW Galleria Area located at 6978 Windwater Parkway N. Our stay was horrible. We had to change rooms twice and the third room still wasn’t up to par. The first room had lighting issues in the bathroom, and we were told by maintenance that the part had to be ordered. The water coming out of the sink in the bathroom was almost a trickle, the hotel phone to dial the front desk was not working in any of the 3 rooms we were in. The front desk staff told us to call if we needed anything to call from the phone in the room, the only way I was able to get the front desk was to call from my personal phone and even then most times it just rang. We moved to the second room and the sink also ran at a trickle, there was no remote to the television. You could see out to the hallway from the room door and you could see inside the room from the hallway and this is all with the door closed. So we moved to a third room. The water still ran at a trickle, maintenance said it had to do with the boiler and he would check and let us know, he never did. The safe in the third room was not working. Unsupervised children ran up and down the 4th floor hallway late at night and in the morning until we left. Manager Judy Corbett advised she would give us 5000 points for our trouble but we have been getting the Runaround from both front desk staff and her. Horrible Service! Horrible stay! Property Not well maintained!!!

One of the worst experiences I have ever had. I was staying with a bunch of friends (everyone had families with young kids). Firstly, even after repeated requests, the rooms were not cleaned. Secondly, and more importantly, we were hanging out in the lobby at night (around 11pm), and were quietly playing games and socializing. Not a single person was drunk (none of us drink alcohol) or rowdy. But the person at the front desk was rude and confrontational, claimed we were super loud (we were not), and threatened to call the police and have us thrown out. We decided to go to our rooms to diffuse the situation. The next day we tried to talk to the manager but seemed like she was avoiding the lobby and we couldn’t voice our complaints. We later reached out to her via email, and have received no response at all. Would not recommend this place at all. And highly disappointed to experience this at a Holiday Inn.

Very bad experience we got our room everything was fine, we went to eat and when we came back the room door wasn’t open,so I told the front desk to solve the problem she was so rude and after she couldn’t open the the door she said I give you your refund and find anther hotel, I told her are you kidding me, you went me to find anther hotel at 2:00 o’clock in the morning,she told yes or she will call the police.so I call the police I still waiting till almost 3 hours no body show up me and my family in the lobby witing and I don’t know what Ivan do?

Some of the front desk staff was very friendly and helpful but some were abrupt and one hung up the phone after I requested more towels. The trash didn't always get emptied but besides this, the hotel was clean and comfortable and in a nice area. The breakfast had a good variety for kids and adults.

Was a great stay. Booked family suite and all were booked when we got there but they made up for it by giving extra room so 2 for 1 price because wasnt our fault. They went above and beyond and made it right. Great hotel! Great breakfast! Would recommend this hotel!