DoubleTree by Hilton Houston Brookhollow

I booked a room for an event in July 2025, but friends who arrived before me warned me about unfinished rooms, bugs, and dirt. I called to cancel, and there was no cancellation fee. I also got an email confirming the cancellation. Even so, the owners charged my card three times, for $28, $29, and $31. They’ve repeatedly dodged my calls and ignored my emails. My bank says they provided receipts to support the charges. This is a disgusting place, and its owners are thieves and liars.

The hall on the third floor was 90 degrees, and the front elevator wasn’t usable because the windows were out during renovations. There wasn’t even a barrier, so it was a real safety hazard. Renovation materials were left throughout the hallways, and the pool area was dirty. My first room had a dirty, chewed-up straw under the cover on top of the sheets, as if the room had been cleaned. The TV was hanging off the wall, and the AC didn’t work. It was 1 am, so I went downstairs to change rooms. The next room was only half put together, but by then it was early morning and I decided to deal with it. We checked in for an event, and there was trash outside the hotel and missing windows at the back. The front desk couldn’t answer questions or help with the problems. I was told the hotel would be done and ready for the event, but they still charged full price and wouldn’t give me a late checkout for the inconvenience. What a mess. I’ll never come back.

I was at the Grand Tuscany Hotel only to vote in a local election, since the hotel was serving as a polling place. I didn’t stay overnight and only saw the entrance and public areas, including the room set up for the precinct. The lobby and shared spaces looked gorgeous, bright, and welcoming, with elegant décor and everything appearing very clean. The voting room looked just as well kept. My impression is based only on those public areas, but they made a strong case for the Grand Tuscany Hotel as a place with a beautiful, luxurious atmosphere.

We still managed to have a good time at the event, but I feel sorry for the promoters and planners because this was a bad look for their business. Despite the Grand Tuscany's efforts, the stay was a huge disappointment. I’ve stayed here twice before and never had this experience. The hotel was supposed to be the event’s host property, and I’d prepaid back in April. Still, I was initially checked into an unfinished room. There were missing windows, unfinished floors, and rooms that looked barely clean, with fingerprint smudges on old, used furniture, despite the claim that they’d been renovated. Customer service was poor, and they didn’t offer late checkout after all the inconvenience. There was no microwave or refrigerator. The pool, which was the main event location, was dirty and full of debris, as were the pool deck and parking lot. Broken glass slabs stuck out of bushes, and some doorways had no locks. The whole property felt like a walking liability. After rain earlier that day, the lobby was leaking in several places. They still charged daily parking for that glass-strewn lot. At checkout I noticed I’d been charged twice for the stay, and I’m disputing it with my bank. I wish I could give zero stars and report the business. They know they did wrong.