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“Worst hotel experience ever.”

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Crowne Plaza Houston - Brookhollow
Ranked #205 of 518 Hotels in Houston
Reviewed 7 November 2017

Guaranteed room types were unavailable due to overbooking of another group after the conference I attended had already reserved the ballrooms, room blocks, etc. Front desk staff were uncaring and not at all helpful with trying to accomodate guests that were waiting to check in. We had to obtain an air mattress since they did not have roll away beds available. Hotel is in serious need of a refurbishing and the staff can use some sensitivity training. Total dump with a terrible staff and management.

Room Tip: Stay somewhere else.
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  • Stayed: October 2017, travelled on business
    • Sleep Quality
    • Rooms
    • Service
Thank Dustin F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGService, Guest Relations Manager at Crowne Plaza Houston - Brookhollow, responded to this reviewResponded 21 November 2017

Hello Dustin F,

Thank you so much for staying with us and for taking the time to write a review about your experience with us. Our goal is to ensure that all our clients leave satisfied and we try our best to fulfill all our guest requests. With that said, I am sorry to read about the overall service you received from the hotel that negatively affected your stay. We constantly strive to provide an environment of comfort and value to our guests, therefore, we are sincerely concerned when we fall short of your expectations. I’d like to contact you privately so we have sent you a private message.

Though I would prefer you had a better experience at our hotel, I would like to thank you for sharing your thoughts and we hope that I have the opportunity to serve you again in the future and show you just how much we care about delivering an above average experience.

Sincerely,

Krysllin G
Case Manager
IHGService

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5 - 9 of 545 reviews

Reviewed 23 October 2017

Stayed here again for the Houston Arcade Expo. I'm glad to see that the hotel keeps improving. Currently, the pool is undergoing a replacement. Can't wait to see what they do with that. The remodeled lobby area still looks good. The bar area had a large screen TV to watch the Astros win the ALCS. Great idea! We stayed in one of the outside rooms this time. Unfortunately, they have not yet been remodeled. The water pressure was really low and made showering a slow process. The TV could not receive any signal so we were unable to watch TV, however that didn't really matter to us since we didn't stay in the room much. The room was clean and comfortable. Ate breakfast at the hotel and the buffet was excellent. The staff and this hotel is always helpful. I've been staying here for the last 3 expos and have always had a great experience with the guys and gals working here. Hopefully the remodel will continue, I'd like to see this place return to its former status.

Room Tip: Recommend the main building until others are remodeled.
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  • Stayed: October 2017, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Thank SDDC11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGService, Guest Relations Manager at Crowne Plaza Houston - Brookhollow, responded to this reviewResponded 12 November 2017

Dear SDDC11,

Thank you for sharing your impressions of your recent stay with us.

I am very happy that you liked our lobby area and that our service and the cleanliness of our rooms met your expectations. We strive to provide the best possible service as well as experience and it is always great to hear from our valued guests on how we are doing. I also take note regarding your comment about our breakfast, we will use your comments to coach our team in order to provide a better experience in the future. I apologize if this might have caused you inconvenience.

Once again thank you for choosing to stay with us.

We would be delighted if you visit us again in the future.

Best Regards,

Ben W.
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 October 2017

Flew into Houston to stay with a friend for 4 nights. Hurricane Harvey had other plans and ended up having to stay for 7 nights! The hotel was on skeleton staff due to the emergency situation the entire area was enduring. These employees were remarkable! They rationed food so that everyone could have a good meal as their supplies were limited and of course, no deliveries. The ladies at the front desk were kind, patient and so good to me. Thank you girls and the delightful gentleman who took orders and served us from 4-7 each afternoon! Customer service is not easy on a good day let alone during such stressful times. Well done team! Hold you heads high!

  • Stayed: August 2017, travelled with friends
    • Location
    • Rooms
    • Service
Thank Elizabeth D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 October 2017 via mobile

I was here to assist in the relief efforts after Hurricane Harvey, and was quite disappointed. 297 rooms, one washer and one dryer that only worked 1/3 of the time. The rooms were moldy and not cleaned very well before renting them out. There was only one elevator, and with so many relief workers staying here, it was usually faster to take the stairs from the 6th floor. The employees were helpful, but the hotel should have finished talking care of the property before opening up.

Stayed: October 2017, travelled on business
Thank Steve T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGService, Guest Relations Manager at Crowne Plaza Houston - Brookhollow, responded to this reviewResponded 22 November 2017

Hello Steve T,

Thank you for your feedback regarding your stay at Crowne Plaza Northwest-Brookhollow, TX. We take our guest comments very seriously and always strive to provide comfortable and friendly accommodations. We appreciate your nice comment about our staff.

However, on behalf of the hotel, I'm sorry we fell below your expectation regarding the laundry facilities, room cleanliness and the elevator. We will look into these concerns. We take all reviews positive and negative very seriously, and your feedback will help us improve for our next guest or your next visit.

Sincerely,

Orlando
Case Manager
IHGService

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Reviewed 26 September 2017 via mobile

You pay the kind of money they charge for this Crown Plaza you expect something nice. It's fine, it's nothing special, it's worth the money I guess of your company expense account is paying but if you are perhaps not.

Stayed: August 2017, travelled on business
Thank gil c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGService, Guest Relations Manager at Crowne Plaza Houston - Brookhollow, responded to this reviewResponded 11 November 2017

Hi gil c,

Thank you for taking the time to provide feedback on your stay and choosing our hotel. It is unfortunate the overall hotel experience you encountered prevented you from fully enjoying your time with us. Your review is very important and we take it very seriously as it allows us to identify areas that may benefit from additional attention. I have shared your comments with the upper management and hotel staff so they can check areas to be improved on, in order to achieve complete guest satisfaction.

Thank you again for your comments, we hope to have the pleasure of serving you again soon and provide you a more noteworthy stay.

Regards,

Zel N.
Case Manager
IHGService

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Additional Information about Crowne Plaza Houston - Brookhollow

Address: 12801 Northwest Fwy, Houston, TX 77040-6301
Phone Number:
Region: United States > Texas > Texas Gulf Coast > Houston
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#88 Business Hotel in Houston
Price Range: €73 - €112 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Crowne Plaza Houston - Brookhollow 3.5*
Number of rooms: 294
Official Description (provided by the hotel):
The Crowne Plaza Houston Northwest Hotels convenient location in Northwest Houston, Texas on US Highway 290 offers easy access to downtown Houston, The Houston Galleria shopping district and many area attractions. A full service hotel offering all the luxuries you have come to expect from a Crowne Plaza if coming to town for business or leisure. Business travelers visiting Weatherford, International Paint, Oceaneering, National Oilwell/Varco, Menniger Clinic, Caterpillar, Cooper Cameron, David Weekley Homes, Siemens or Dresser will find Crowne Plaza NW Hotel the perfect location to work and relax. With over 17,000 square feet of convention & meeting space and a dedicated meeting planner on property, we can accommodate almost any size meeting. The Crowne Plaza Houston NW Hotel features one of Houston's premier restaurants in Remington's Grille & Bar which offers upscale dining and room service. Each guest room is updated with complimentary Rukas WI-FI access, work desk and includes our fabulous Sleep Advantage package ensureing a restful nighs sleep. A key accessible club lounge is available for breakfast Monday Friday from 6 AM - 9 AM and an evening reception including hors d'oeuvres and cocktails available from 5 PM - 7 PM, Monday Thursday evening. Our friendly staff provides world class service which makes this Houston hotel 'The Place to Meet'. ... more   less 
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Also Known As:
Crowne Plaza Houston - Brookhollow Hotel Houston

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