Best Western Premier Houston Northwest - Willowbrook

The bed was so comfortable it made me want to keep hitting snooze, and breakfast was a pleasant surprise, with enough choices to feel like a proper start to the day. For the price, the basics are handled well, and you get a solid night's sleep without feeling like the lobby emptied your wallet. The hotel is a little dated, with the feel of a place that's hosted plenty of business trips. It isn't trying to be the trendiest spot around, and that's fine. If dependable comfort and a good breakfast at good value are what you want, it gets the job done.

I felt embarrassed, disrespected, and completely blindsided, and I'll never return or recommend this hotel to families. During checkout, they told me they were keeping my deposit because I had more than two children, even though nobody had mentioned extra charges at check-in. I walked in with all five of my kids right in front of the staff, and no one stopped me or said there'd be a fee. The employee spoke disrespectfully to me in front of my children and threatened to call the police over money I didn't have to give, after they'd already taken my deposit. My kids were crying. No family should be treated that way. It was a terrible experience.

The bed was comfortable, and there was a basic gym, but service was just okay and the included breakfast was poor. There was a fight on my floor in the middle of the night. At 7 am Sunday, the guest above me was really annoying: I could hear heavy footsteps and their TV was far too loud.

I know what racial profiling feels like, and this was horrible service. I was sitting in the lobby for less than two minutes, waiting for a client so we could go take pictures. I had my phone and tripod with me and was dressed nicely in a polo. The older desk clerk, who looked to be of Indian descent, came over and told me to leave, saying there were lots of break-ins and I wasn't allowed in the lobby. He kept demanding that I identify myself, then picked up the phone and pretended to call the police, saying I was trespassing and the cops were on the way. When I called him out for pretending, he said I couldn't be in the building and that now he really would call them. If there was a policy against waiting there, he could have explained it. When I asked to see the policy, he just called it trespassing. I had only been there a couple of minutes, and he had no reason to think I was some bum off the street. I can't give his name because he had no name tag. I hope this doesn't reflect the whole company, because this employee was horrible. Great job Best Western.