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Reviews of DoubleTree by Hilton Houston Brookhollow

4 out of 5
DoubleTree by Hilton Houston Brookhollow
12801 Northwest Fwy, Houston, TX

Reviews

8.0

Very good

Rating 10 - Excellent. 1459 out of 2613 reviews" "
Rating 8 - Good. 362 out of 2613 reviews" "
Rating 6 - Okay. 286 out of 2613 reviews" "
Rating 4 - Poor. 208 out of 2613 reviews" "
Rating 2 - Terrible. 298 out of 2613 reviews" "

8.4/10

Cleanliness

8.4/10

Staff & service

8.2/10

Amenities

8.0/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

2/10 Terrible

Darren

Travelled with family, Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
N/A
Stayed 2 nights in May 2024

2/10 Terrible

Yu Yang

Business traveller
We rated overall rating one star with three stars on all other questions because, as per Expedia, the property manager was not able to issue the refund even the hotel was the one who could not check in and provided us alternative solutions due to the power outage. 3 stars from the rest were for the experiences we encountered that night at the hotel before we left. We arrived Double Tree hotel around 18:15 on May 16, 2024, the hotel had power outage due to the severe storm weather that evening. The concierge and customer service desks were not helpful on providing the updated info at all. All they said was that they were also waiting for more info from their GM. Luckily they were at least able to provide us water bottles upon our request. We sat there from 18:15 to around 21:00 with no further updates or any proposed solutions, so we booked another hotel in different cities. When we arrived another hotel, Comfort Inn around IAH airport, it also had power outage, but its GM greeted all the incoming guests at the front door and answered our questions. Comfort Inn GM said we could either get the full refund due to the weather and the power outage, or she could assist to online check in with the emergency room cards. Here you should be able to see how different management treating its valuable customers especially during the special circumstance. I rated that particular Comfort Inn 5 stars because of that, and so Double Tree in this location only received 1 star.
Stayed 1 night in May 2024

2/10 Terrible

Nairobi

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel was closed and guest weren’t notifed. Terrible experience with Expedia. I will never book anything with Expedia ever again in my life.
Stayed 2 nights in May 2024

4/10 Poor

Mark

Travelled with partner
Disliked: Staff & service
I realize that no one has control over the weather, but we happened to be staying at this hotel on May 16 when a tornado came through. We were out, but came back to a dark hotel. No information was sent to us to advise us of this. No one at the front desk checked on us or asked us if we would like them to find another hotel for us. I believe we were the only 2 guests in the hotel and I got the impression that the front desk wished we would leave. When we went out on Friday the 17th to put our bags in the car for easier departure on Saturday the front desk person said "Oh, are you leaving?!" Her comment made me believe that she wished we would so she could go home. In the future, if there is a weather event that causes power outage, the front desk should check on its guests.
Stayed 3 nights in May 2024

2/10 Terrible

Shameca

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024

4/10 Poor

Alexander

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024

10/10 Excellent

Chloe

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Some of the furniture in the room needs to be fixed or updated but other than that we had a great stay
Stayed 2 nights in Mar 2024

2/10 Terrible

Paul

I can’t give a rating because the hotel was closed due to no power. I tried to cancel and get my money back and that has not worked out.
Stayed 1 night in May 2024

2/10 Terrible

Dawonya

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2024

2/10 Terrible

Gerard

The property was closed and I couldn’t check in
Stayed 1 night in May 2024

2/10 Terrible

Brandon

Travelled with family
Disliked: Staff & service, amenities, property conditions & facilities
Property closed due to electrical issues from storm. Booked unknowingly, called location and no answer.
Stayed 1 night in May 2024

4/10 Poor

Debbie

Travelled with partner
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
The property touts itself on this beautiful spa like hotel. It is out dated and old. Furniture was from the 1970's. It was gaudy and not what I expected at all. Especially as a Hilton property. I would not stay here again. There was a tornado that swept though the area on our second night there. 100 mph winds. There was power outages all over the area. They were not prepared. There was water leaking all over. They had no power, of which I know they could not have prevented, but the emergency hall and stair case lighting was insufficient and only stayed on for a few hours, then PITCH BLACK. They also put roping around the door handles in the front lobby so folks could not get in or out, we had to use a side door. That is a fire code violation! Not to mention the emergency lighting not working. Very unsafe conditions. The only positive was the staffing. They were all very nice and accommodating to our needs. I would not recommend this location to stay at all!
Stayed 3 nights in May 2024

6/10 Okay

Christopher

Business traveller, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The power went out on our last night and hotel generator did not work. And the property 360.00 with no reason as to why in addition to the 100.00 deposit. We did charge 90 or so to the room
Stayed 3 nights in May 2024

2/10 Terrible

Shalondais

Disliked: Staff & service, property conditions & facilities
Stayed 1 night in May 2024

2/10 Terrible

Christopher, Noblesville

Business traveller
Liked: Cleanliness
Disliked: Staff & service, amenities
Really bad weather. We lost power in the building 30 mins before the storm. Zero communication. No backup generators. Storm came through and my room windows seals busted loose and had water all over the floor. Still no power. I was on the 5th floor and had to use the stairs which had zero light. I finally got outside and no one at the lobby. I just packed up and went to another hotel by the airport where they didn’t have the bad weather.
Stayed 3 nights in May 2024

2/10 Terrible

charles

Travelled with family, Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Could not check in power was out no one at front desk
Stayed 1 night in May 2024

2/10 Terrible

Nathalia

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I had an awful experience! The location was in an unsafe area. Bedroom smelled terrible, like wet dog. Pool was closed and there was no breakfast, you had to buy a voucher. I went to eat and a lady come to made me leave my plate there. Information on Expedia was NOT clear enough. So, you pay $200 for an hotel that is worse than the $99 ones. I regret of not getting a cheap hotel close to the airport. Expedia did not offered support for a complaint nor the hotel. DO NOT RECOMMEND and would be great if someone reach out to me for a refund. I DO NOT want credit if it is to stay with Double Tree.
Stayed 1 night in May 2024
Response from Hotel Management on 16 May 2024
While we regret your time with us was not an exceptional experience, Thank you for responding with your feedback Nathalia.

10/10 Excellent

Jennifer, New Orleans

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were absolutely wonderful. The rooms were clean and comfortable as well. The food in the restaurant was delicious. I highly recommend this hotel!
Stayed 4 nights in May 2024
Response from Lashay on 16 May 2024
Thank you for your feedback.

10/10 Excellent

Aundrea Symone

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel was beautiful. The room was clean and serviced by housekeeping daily. The breakfast buffet was delicious. The pool was breathtaking and you could walk to Papas BBQ.
Stayed 3 nights in Feb 2024
Response from Lashay on 15 May 2024
Thank you for your feedback! Please come back and visit with us.

10/10 Excellent

Rokin

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Highly recommend. Excellent service and support from the Manager, Monique
Stayed 4 nights in May 2024
Response from Hotel Management on 15 May 2024
Thank you Rokin for the awesome feedback!!! We are pleased you enjoyed your time with us, and we hope to have the pleasure of welcoming you back in the near future for another awesome experience.

2/10 Terrible

Jewani

Travelled with family
Disliked: Staff & service, amenities, property conditions & facilities
House keeping stole my Jewelry, they even had her on camera but could not do anything not even refund me for my stay . They also OVER charged my card $186 the next day after I checked in not even a full 24hrs. And then tell me it will come back in 3-5 business days but it’s up to the bank.
Stayed 3 nights in May 2024
Response from Hotel Management on 15 May 2024
Thank you for honest review Jewani, we do regret your experience with us during your stay was not a remarkable one. Please reach out to the property to discuss any overcharges you have received during your time on property.

2/10 Terrible

Tishaunna

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2024
Response from Hotel Management on 15 May 2024
Thank you Tishaunna for the review. We do regret our property did not exceed your expectations, but We would love to have the opportunity to welcome you back in the near future for a much better experience

6/10 Okay

Denny

Business traveller
Disliked: Amenities, property conditions & facilities
Not very well kept
Stayed 2 nights in Jan 2024
Response from Hotel Management on 15 May 2024
Thank you Denny for responding with your honest review. While we regret our property did not exceed your expectations, we hope to have the opportunity to welcome you back in the near future for a better experience.

2/10 Terrible

Wendy

Travelled with family and small children
I am very disappointed with this property. I was really looking forward to staying here. When I arrived they had lost power and I was not able to stay and had to go to a different hotel. I requested a refund through Expedia and they were not able to get a hold of the location. I called Double tree and was told by the manager Monique that she approved the refund Expedia again tried multiple times and they still won’t refund me. It is sad that I have to go through so much trouble to get my money back. I did my part I showed up and they had no power and now I have to go through all this hassle to get my money back.
Stayed 1 night in May 2024
Response from Hotel Management on 15 May 2024
Thank you for your honest review Wendy, while we regret you were unable to enjoy your time at our property please reach out to Expedia directly for your requested refund as you stated you did not stay at the property.

8/10 Good

Latravis

Travelled with group
Liked: Cleanliness, staff & service
The property was nicely kept but we had no pool access due to renovations.
Stayed 2 nights in May 2024
Response from Ms. Payne on 13 May 2024
Thank you for your feedback, Ms. Latravis thank you for staying at the Doubletree-Brookhollow and we apologize for the inconvenience of the pool maintenance. Thank you!

10/10 Excellent

DeMarcus

Stayed 1 night in May 2024
Response from Lashay on 14 May 2024
Thank you for your feedback!!

10/10 Excellent

Savannah

Travelled with family, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My fiancé love this place! We’ve stayed so many times and will always chose this place over any other place!
Stayed 1 night in May 2024
Response from Lashay on 14 May 2024
Thank you for staying with us. Please come back and visit us again.

10/10 Excellent

William

Travelled with family
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Unfortunately I was very disappointed due to the pool being unavailable for use without notice until we arrived. We were looking forward to being able to enjoy the Oasis pool as described when hotel was booked.
Stayed 2 nights in May 2024
Response from Ms. Payne on 13 May 2024
Thank you, William, for staying with us. We apologize for the inconvenience of the pool being down for maintenance. Thank you!

6/10 Okay

Jove

Travelled with group
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
This stay was quite nice. Property was clean and felt upscale. The lobby is very inviting with the large TV and pleasant smell. Staff member Sylvia did a great job informing me of local attractions and was providing helpful tips about the Houston area. Samantha from reception was very helpful in explaining amenities and providing recommendations on what the "younger crowd" and night life in Houston has to offer. The cons were as follows: although my company did, I can see paying for parking as a guest is quite abnormal. In my history, self-parking is added into the resort fee and valet parking is paid for separately. Secondly, at the time of booking (2 months prior to arrival) there were plenty photos of the pool and how incredible it was. The reason it is closed is sad and unfortunate, but after an unsuccessful exchange with Expedia/the property, I was not offered partial reimbursement. The pool has been closed for 3 months of this year. "Coincidentally" the pictures of the pool and the amenity itself are no longer listed in the listing. Overall, I liked this hotel. I would recommend it and would stay again.

4/10 Poor

Channelle

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Hotel is in terrible condition, very old compared to pictures. Has a mold smell. Had to get the room switch and the second room still had the smell which was lighter but still there. Unaware of the parking fee. Not enough towels in particular face towels. Pool not open.
Stayed 1 night in May 2024
Response from Hotel Management on 10 May 2024
Thank you Channelle for the honest review. Your experience will be shared with our team for necessary improvements to our facility as well as our service to our guests. We do hope to have the opportunity to welcome you back to share the improvements made based on your review.

8/10 Good

Pavel

Liked: Cleanliness, staff & service
Stayed 2 nights in May 2024
Response from Hotel Management on 10 May 2024
Thank you Pavel for the review. We look forward to welcoming you back in the near future.

4/10 Poor

Eric

Disliked: Amenities
So, when I booked I thought well I was under the impression that we had access to the pool, the pool was under renovation which that wasn’t stated in the website. The breakfast wasn’t complimentary and the room service, the never made up my bad or anything when I left for the day. Upon arrival, tv wasn’t working and I had no phone service.
Stayed 4 nights in May 2024
Response from Hotel Management on 10 May 2024
Thank you Eric for the honest review. We do regret our property did not exceed your expectations. Your experience will be shared with our team for necessary improvements to our facility as well as our service to our guests. We do hope to have the opportunity to welcome you back to share the improvements made based on your review.

8/10 Good

antonette

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities
Very spacious rooms
Stayed 2 nights in May 2024
Response from Hotel Management on 10 May 2024
Thank you for the wonderful review Antonette!! We appreciate you and hope to have the opportunity to welcome you back in the near future

2/10 Terrible

Daniel

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Where do I begin. UNSAFE UNSAFE UNSAFE! 1. We checked in and the power was out. Stayed 2 hours in a room with no AC but had no choice because we needed to use the room to get ready. Showed up to our event sweaty and couldn’t shower. 2. Because the power was out, we didn’t get room keys for the first day of our trip. Every time we came back in, the front desk had to walk us upstairs along with other guests. We were left in an elevator to wait for the woman to return with a creepy man who were harassing me and my friend. We couldn’t leave because we needed to be let into our room. UNSAFE. 3. The hotel was unstaffed at many times it should’ve been. We couldn’t order food from the restaurants and coffee bar. What good is that if there’s NO FRIDGE OR MICROWAVE in the rooms? 4. The staff kept me on hold for 40 minutes when I tried to call about an issue with our room, only for her to hang up and not answer again after being on hold for 40 minutes. This hotel is a headache, not up to any standard of living, and is unsafe for travelers. And no discount or refund was issued for our many inconveniences. BEWARE AND BOOK SOMEWHERE ELSE. P.S. we googled the hotel and a little girl recently was KILLED in the pool. no wonder this place has bad vibes.
Response from Hotel Management on 10 May 2024
Thank you Daniel for your honest review. Some things are beyond our control when nature is taking its course such as the terrible weather we experienced. We do regret our property did not exceed your expectations during your time with us.

10/10 Excellent

Aaron

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really enjoyed the scenery and the art displayed in the hotel.
Stayed 4 nights in Apr 2024
Response from Hotel Management on 4 May 2024
You are awesome Aaron and we appreciate you and your wonderful review!! We look forward to welcoming you back in the near future!!

6/10 Okay

Marisol

Stayed 2 nights in May 2024
Response from Hotel Management on 16 May 2024
Thank you Marisol for the review. We do hope to have the opportunity to welcome you back in the near future for an exceptional experience.

2/10 Terrible

Eugenia

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I never stayed there Expedia messed up my Reservation and trip
Stayed 1 night in Apr 2024
Response from Hotel Management on 4 May 2024
Please reach out to Expedia Eugenia to correct your reservation.

10/10 Excellent

Alfredo Ramos

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Lashay on 2 May 2024
Thank you for staying with us.

8/10 Good

SHANQUETTA, New Haven

Stayed 1 night in Apr 2024

10/10 Excellent

Shaunte

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The pool was down unfortunately and the reason I booked to have some pool time but the rest of the hotel was nice.
Stayed 3 nights in Apr 2024
Response from Ms. Payne on 29 Apr 2024
Hello Shaunte thank you for your feedback. We apologize for the inconvenience of the pool being temporarily down at this time. Thank you for enjoying your time here at the Doubletree-Brookhollow and we hope to see you again soon.

8/10 Good

Aja

Travelled with partner, Travelled with group
Liked: Staff & service, amenities, property conditions & facilities
.
Stayed 4 nights in Apr 2024
Response from Ms. Payne on 29 Apr 2024
Thank you for staying here at the Doubletree Brookhollow Ms. Aja. Your feedback is very important to our staff. Thank you.

2/10 Terrible

Rudibeth

Travelled with group
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
I called before booking this hotel and asked if the pool was open and they said yes. When we get there, the pool was completely closed and we were told it was “under construction”. This was a lie. The hotel is going through a lawsuit and it’s all over the news as to what happened in the pool. It was absolutely horrible. The hotel should not haven been opened after what had happened. Never booking here again. Bartender at the hotel bar was absolutely phenomenal though. Only good thing about this hotel.
Stayed 4 nights in Apr 2024
Response from Hotel Management on 27 Apr 2024
Thank you Rudibeth for the honest feedback. We do regret you were unable to enjoy all of the amenities we offer during your time with us. We do hope you give us another stay in the future to have an awesome experience.

6/10 Okay

Joyce

Liked: Cleanliness
Disliked: Staff & service
Stayed 1 night in Apr 2024
Response from Hotel Management on 27 Apr 2024
Thank you for the review Joyce. We do hope to have the opportunity to welcome you back in the near future.

4/10 Poor

Jaleshia

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
The overall inside downstairs was beautiful and the staff were friendly. The downfall was in the room itself. The shower had mold in the bottom corner. The sink water never got hot and it drained slowly. The bed and tv were awkwardly placed. The tv was on the far right and the bed was on the far left so it made it difficult watching tv. Then by the ice machine the floor was very dirty.
Stayed 4 nights in Apr 2024
Response from Hotel Management on 27 Apr 2024
Thank you for the honest feedback Jaleishia. We do regret our property did not exceed your expectations. Your reviews help our team improve our facilities and guest experience. We do hope to have the opportunity to welcome you back in the near future.

10/10 Excellent

Lesly

Travelled with family
Liked: Cleanliness, property conditions & facilities
The pool was closed but the receptionist was so nice & gave us permission to use the sister hotel’s pool next door
Stayed 2 nights in Apr 2024
Response from Ms. Payne on 23 Apr 2024
Thank you for your feedback, Ms. Lesly. We are here to make sure our customer service to our guest is over the top. We are excited you enjoyed your stay, and we hope to see you again soon. Thank you!

10/10 Excellent

Jamaica

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The building was pretty
Stayed 3 nights in Apr 2024
Response from Ms. Payne on 23 Apr 2024
Thank you, Jamaica! Please come visit us again soon!

6/10 Okay

Marcayla

Travelled with partner
The pool was closed , the elevator wasn’t working all the time
Stayed 3 nights in Apr 2024
Response from Ms. Payne on 23 Apr 2024
Thank you for your feedback, Ms. Marcayla it is very important to us. We apologize for the inconvenience this may have caused you. The issue has been addressed and we hope to see you again in the future. Thank you!

8/10 Good

Katie

Travelled with partner
Liked: Cleanliness
We were worried about the place based on some of the reviews, but other than being extremely dated, the hotel was very clean and was perfectly fine for the overnight trip we had there. The parking lot was gated and had a parking attendant stationed.
Stayed 1 night in Apr 2024
Response from Ms. Payne on 23 Apr 2024
Thank you, Ms. Katie we greatly appreciate your feedback. We our happy you enjoyed your stay here with us here at the Doubletree-Brookhollow. Please come back and visit us again soon. Thank you!

2/10 Terrible

Angela

Stayed 3 nights in Apr 2024
Response from Ms. Payne on 13 May 2024
Thank you for your feedback and staying at the Doubletree-Brookhollow.

10/10 Excellent

Sekayi

Stayed 3 nights in Apr 2024
Response from Ms. Payne on 13 May 2024
Thank you for staying with us at the Doubletree and for the feedback.