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Avis sur DoubleTree by Hilton Houston Brookhollow

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

Avis

8,0

Très bien

Note des voyageurs de 10 (Excellent), d’après 1461 avis sur 2617." "
Note des voyageurs de 8 (Bien), d’après 362 avis sur 2617." "
Note des voyageurs de 6 (Satisfaisant), d’après 287 avis sur 2617." "
Note des voyageurs de 4 (Médiocre), d’après 208 avis sur 2617." "
Note des voyageurs de 2 (Horrible), d’après 299 avis sur 2617." "

8,4/10

Propreté

8,4/10

Personnel et service

8,2/10

Équipements

8,0/10

Infrastructures et conditions de l’hébergement

8,2/10

Écoresponsabilité

Avis

2/10 Horrible

Adi

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Management is the worst. Had a multi day reservation which was paid in full. My flight was cancelled and I was delayed for a day, the hotel cancelled my reservation and did not refund.
Séjour de 1 nuit en février 2024
Réponse de Hotel Management le 10 mars 2024
Thank you for the honest review Adi. We regret our property did not meet your expectations.

8/10 Bien

Michael

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Séjour de 1 nuit en février 2024
Réponse de Hotel Management le 14 févr. 2024
Thanks for the wonderful review Michael. We hope to welcome you back in the near future.

2/10 Horrible

Voyageur vérifié

Les points faibles : Propreté et confort de la chambre
D’une saleté rare
Séjour de 3 nuits en février 2023
Réponse de BradF le 7 mai 2023
Thanks

10/10 Excellent

Alain

Voyage en couple
Les points forts : Propreté, équipements, infrastructures et conditions de l’hébergement
C’était super bien ! Super emplacement !!
Séjour de 2 nuits en novembre 2022
Réponse de Grand Tuscany Hotel le 15 nov. 2022
Let me start by thanking you for letting us know about your recent experience at our property. We value our guests' feedback and use that to do everything possible to create an enjoyable experience for each of our guests. Responses such as yours are also a great reminder that our guests notice our staff's efforts.

2/10 Horrible

Maria del Pilar, Mexico

Séjour de 3 nuits en mai 2024

10/10 Excellent

DERIK

Les points forts : Propreté
Séjour de 1 nuit en mai 2024

2/10 Horrible

Darren

Voyage en famille, Voyage d’affaires
Les points forts : Propreté, équipements, infrastructures et conditions de l’hébergement
Les points faibles : Personnel et service
N/A
Séjour de 2 nuits en mai 2024

6/10 Satisfaisant

Lorena

Les points forts : Propreté et personnel et service
Séjour de 2 nuits en mai 2024

2/10 Horrible

Yu Yang

Voyage d’affaires
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.
Séjour de 1 nuit en mai 2024
Réponse de Ms. Payne le 24 mai 2024
Hello, Mr. Yang, we deeply apologize for this inconvenience. Unfortunately, due to the recent storm on 05/16/24 Doubletree Brookhollow was affected by the tornado that blew out lights for over 80k ppl. This was a scared moment for everyone as well the front desk was just in shock and in panic mode as the guest (s). We truly apologize if you feel that the hotel did not do enough on our end to better assist you. But unfortunately, due to no power no phones and no Hilton system the staff was unable to assist in any way to help relocate guest. I understand your frustration and we here at the DoubleTree deeply apologize. Due to the horrific event that happen in the city you will or have already been refunded for your stay without any penalties. Again Mr. Yang we deeply apologize to you and/or your guest. Please feel free to reach out if you have any questions or concerns.

2/10 Horrible

Nairobi

Les points faibles : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Hotel was closed and guest weren’t notifed. Terrible experience with Expedia. I will never book anything with Expedia ever again in my life.
Séjour de 2 nuits en mai 2024

4/10 Médiocre

Mark

Voyage en couple
Les points faibles : Personnel et 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.
Séjour de 3 nuits en mai 2024

2/10 Horrible

Shameca

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Séjour de 1 nuit en mai 2024

4/10 Médiocre

Alexander

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Séjour de 1 nuit en mai 2024

10/10 Excellent

Chloe

Voyage en couple
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Some of the furniture in the room needs to be fixed or updated but other than that we had a great stay
Séjour de 2 nuits en mars 2024

2/10 Horrible

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.
Séjour de 1 nuit en mai 2024

2/10 Horrible

Dawonya

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Séjour de 2 nuits en mai 2024

2/10 Horrible

Gerard

The property was closed and I couldn’t check in
Séjour de 1 nuit en mai 2024

2/10 Horrible

Brandon

Voyage en famille
Les points faibles : Personnel et service, équipements, infrastructures et conditions de l’hébergement
Property closed due to electrical issues from storm. Booked unknowingly, called location and no answer.
Séjour de 1 nuit en mai 2024

4/10 Médiocre

Debbie

Voyage en couple
Les points forts : Personnel et service
Les points faibles : Équipements et infrastructures et conditions de l’hébergement
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!
Séjour de 3 nuits en mai 2024

6/10 Satisfaisant

Christopher

Voyage en groupe, Voyage d’affaires
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
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
Séjour de 3 nuits en mai 2024

2/10 Horrible

Shalondais

Les points faibles : Personnel et service et infrastructures et conditions de l’hébergement
Séjour de 1 nuit en mai 2024

2/10 Horrible

Christopher, Noblesville

Voyage d’affaires
Les points forts : Propreté
Les points faibles : Personnel et service et équipements
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.
Séjour de 3 nuits en mai 2024

2/10 Horrible

charles

Voyage en famille, Voyage d’affaires
Les points faibles : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Could not check in power was out no one at front desk
Séjour de 1 nuit en mai 2024

2/10 Horrible

Nathalia

Voyage d’affaires
Les points faibles : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
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.
Séjour de 1 nuit en mai 2024
Réponse de Hotel Management le 16 mai 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

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
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!
Séjour de 4 nuits en mai 2024
Réponse de Lashay le 16 mai 2024
Thank you for your feedback.

10/10 Excellent

Aundrea Symone

Voyage en famille, Voyage en groupe
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
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.
Séjour de 3 nuits en février 2024
Réponse de Lashay le 15 mai 2024
Thank you for your feedback! Please come back and visit with us.

10/10 Excellent

Rokin

Voyage en famille
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Highly recommend. Excellent service and support from the Manager, Monique
Séjour de 4 nuits en mai 2024
Réponse de Hotel Management le 15 mai 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 Horrible

Jewani

Voyage en famille
Les points faibles : Personnel et service, équipements, infrastructures et conditions de l’hébergement
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.
Séjour de 3 nuits en mai 2024
Réponse de Hotel Management le 15 mai 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 Horrible

Tishaunna

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Séjour de 3 nuits en mai 2024
Réponse de Hotel Management le 15 mai 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 Satisfaisant

Denny

Voyage d’affaires
Les points faibles : Équipements et infrastructures et conditions de l’hébergement
Not very well kept
Séjour de 2 nuits en janvier 2024
Réponse de Hotel Management le 15 mai 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 Horrible

Wendy

Voyage en famille avec de jeunes enfants
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.
Séjour de 1 nuit en mai 2024
Réponse de Hotel Management le 15 mai 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 Bien

Latravis

Voyage en groupe
Les points forts : Propreté et personnel et service
The property was nicely kept but we had no pool access due to renovations.
Séjour de 2 nuits en mai 2024
Réponse de Ms. Payne le 13 mai 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

Séjour de 1 nuit en mai 2024
Réponse de Lashay le 14 mai 2024
Thank you for your feedback!!

10/10 Excellent

Savannah

Voyage en famille, Voyage en groupe, Voyage en couple
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
My fiancé love this place! We’ve stayed so many times and will always chose this place over any other place!
Séjour de 1 nuit en mai 2024
Réponse de Lashay le 14 mai 2024
Thank you for staying with us. Please come back and visit us again.

10/10 Excellent

William

Voyage en famille
Les points forts : Propreté et personnel et service
Les points faibles : Équipements et infrastructures et conditions de l’hébergement
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.
Séjour de 2 nuits en mai 2024
Réponse de Ms. Payne le 13 mai 2024
Thank you, William, for staying with us. We apologize for the inconvenience of the pool being down for maintenance. Thank you!

6/10 Satisfaisant

Jove

Voyage en groupe
Les points forts : Propreté et personnel et service
Les points faibles : Infrastructures et conditions de l’hébergement
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 Médiocre

Channelle

Voyage en famille
Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
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.
Séjour de 1 nuit en mai 2024
Réponse de Hotel Management le 10 mai 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 Bien

Pavel

Les points forts : Propreté et personnel et service
Séjour de 2 nuits en mai 2024
Réponse de Hotel Management le 10 mai 2024
Thank you Pavel for the review. We look forward to welcoming you back in the near future.

4/10 Médiocre

Eric

Les points faibles : Équipements
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.
Séjour de 4 nuits en mai 2024
Réponse de Hotel Management le 10 mai 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 Bien

antonette

Voyage en famille, Voyage en groupe
Les points forts : Propreté, personnel et service, équipements
Very spacious rooms
Séjour de 2 nuits en mai 2024
Réponse de Hotel Management le 10 mai 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 Horrible

Daniel

Voyage en groupe
Les points faibles : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
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.
Réponse de Hotel Management le 10 mai 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

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
I really enjoyed the scenery and the art displayed in the hotel.
Séjour de 4 nuits en avril 2024
Réponse de Hotel Management le 4 mai 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 Satisfaisant

Marisol

Séjour de 2 nuits en mai 2024
Réponse de Hotel Management le 16 mai 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 Horrible

Eugenia

Voyage en famille
Les points faibles : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
I never stayed there Expedia messed up my Reservation and trip
Séjour de 1 nuit en avril 2024
Réponse de Hotel Management le 4 mai 2024
Please reach out to Expedia Eugenia to correct your reservation.

10/10 Excellent

Alfredo Ramos

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Séjour de 2 nuits en mars 2024
Réponse de Lashay le 2 mai 2024
Thank you for staying with us.

8/10 Bien

SHANQUETTA, New Haven

Séjour de 1 nuit en avril 2024

10/10 Excellent

Shaunte

Les points forts : Propreté et personnel et service
Les points faibles : Infrastructures et conditions de l’hébergement
The pool was down unfortunately and the reason I booked to have some pool time but the rest of the hotel was nice.
Séjour de 3 nuits en avril 2024
Réponse de Ms. Payne le 29 avr. 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 Bien

Aja

Voyage en groupe, Voyage en couple
Les points forts : Personnel et service, équipements, infrastructures et conditions de l’hébergement
.
Séjour de 4 nuits en avril 2024
Réponse de Ms. Payne le 29 avr. 2024
Thank you for staying here at the Doubletree Brookhollow Ms. Aja. Your feedback is very important to our staff. Thank you.

10/10 Excellent

SEN

Séjour de 1 nuit en avril 2024

2/10 Horrible

Rudibeth

Voyage en groupe
Les points forts : Personnel et service
Les points faibles : Équipements et infrastructures et conditions de l’hébergement
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.
Séjour de 4 nuits en avril 2024
Réponse de Hotel Management le 27 avr. 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.