Holiday Inn Express and Suites Houston Westchase - Westheimer by IHG

Asma made check-in smooth and efficient. She was helpful, professional, and a pleasure to deal with. The hotel is on Westheimer, with easy access to restaurants, shopping, and major city attractions, so it’s convenient for both business and leisure. A very pleasant, well-managed stay.

We stayed a week and were so ready to leave. They made the whole visit miserable, and we’d have gone elsewhere if we could have without losing the money we’d paid. After a 12-hour drive, we tried to check in around 10:30 a.m. Manager Matthew said early check-in depended on availability. He found several empty rooms that needed cleaning and said it would cost another $40 to check in early. We agreed and waited in the lobby. About three hours later, after hearing him ask housekeeping to hurry up with a room for someone on the phone, we asked if a room was ready. He checked and said there was one available. We were exhausted, had all our luggage, and had a crying, sleepy child with complex medical needs. My mom said that if he couldn’t accommodate early check-in, he should have said so at the start so we could have made other plans. She mentioned she was a loyal member and had never had this problem before. Matthew visibly got annoyed. First he said he hadn’t known we were members, then, rolling his eyes, said we didn’t get member benefits because we booked through a third party. There was no hot water, either. We told management, but nothing changed, and our showers and baths were lukewarm at best. Matthew also gave us a hard time about towels. He said he could only give us two for our group of four until we handed over the dirty ones, even though housekeeping wasn’t there. I offered to leave them outside our room, but he insisted I bring them downstairs. There’s a lot more I could list, but this is long enough. We’ve never had an experience like this.

The rooms were clean, the breakfast options were nice, and the location was convenient. Parking is in a garage. I had no real complaints, and Amsa at the Front Desk was knowledgeable, friendly, and great to work with. Her lovely smile made the welcome feel even warmer.

We booked while driving into town, but by the time we arrived three hours later, the reservation had been canceled. Several other guests were told the same thing at the desk: there were no rooms available. Many of us had paid online and still hadn’t received refunds. Then we were told the original rates were gone and a room would cost an extra **$56**. It felt like a bait and switch.