Sheraton Houston Brookhollow Hotel

The bartender, Eddie Wilson, was the highlight. He connected with guests, kept a positive attitude even when things got busy, and made everyone feel welcome. His customer service really stood out. I was in Houston for a work conference and picked the Sheraton because it had a restaurant and bar onsite, plus it was close to my office, so I didn’t need an Uber just to get dinner. The property is a bit older and dated, but it was very clean. My room was comfortable, and the bed and bedding were surprisingly good.

On this return visit, the hotel didn’t deliver on what I requested. I’d called ahead for the quietest room, but got the loudest one, next to the lounge, with banging and cleaning at 5am every morning. The fridge and microwave I’d ordered were missing too. I’d praised them after my previous stay, when they took great care of me, but as a titanium, I’ve found most Marriotts try to build a good relationship over time. This one has done the opposite and scared me away. There’s no connection between what you ask for and what they provide, and it actually seems to be the opposite.

Northon made the whole transition feel smooth and reassuring while I’m in the middle of a stressful cross-country move. He made sure I felt welcome and prepared for my stay before I even arrived, and I know I’ll be in good hands. He was kind, professional, and attentive to details. He answered all my questions, took care of my room needs, and helped me feel comfortable and at ease. Service like his is rare, and he deserves recognition. A huge thank-you to Northon for going above and beyond with every request.

Do not stay at this hotel. It’s the absolute worst hotel I’ve ever stayed at. I went to Houston for a one-night vacation on 1/20/2026, and room #634 was filthy and smelled awful. Both single chairs were dirty, the shower floor was dirty, and the bathtub drain seemed clogged. Water filled the tub while I tried to shower and drained very slowly. The temperature also jumped from warm to blazing hot to super cold when I barely moved the handle, so I gave up and waited until I got home the next day to shower. The A/C didn’t come on until 3 AM even though I’d adjusted the thermostat. I had to sleep on a concave mattress with barely any covers, and woke up at 12 AM on 1/21/2026 because the room was so hot. I couldn’t get back to sleep until the A/C started. Then I covered up and fell asleep again, but the room got extremely cold. The A/C shut off on its own again in the morning, and the room heated up. At 7 AM, I found that the toilet hadn’t flushed the toilet paper from the night before. It barely flushed when I tried, and took a long time. The sixth-floor hallway was very hot, and the main hotel area smelled awful, especially on the first floor when I walked in. There was a cracked window in the front lobby. The third elevator at the far left smelled like fart, the coffee that morning tasted awful, and I heard a few weird, unexpected noises during the night.