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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. 1457 out of 2594 reviews" "
Rating 8 - Good. 361 out of 2594 reviews" "
Rating 6 - Okay. 284 out of 2594 reviews" "
Rating 4 - Poor. 211 out of 2594 reviews" "
Rating 2 - Terrible. 281 out of 2594 reviews" "

8.4/10

Cleanliness

8.6/10

Staff & service

8.2/10

Amenities

8.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

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

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

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!!

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.

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!

8/10 Good

Ashanti, Fort Myers

Liked: Cleanliness, staff & service
The staff has really great hospitality. I just don’t like how you have to request housekeeping to clean your room
Stayed 4 nights in Apr 2024
Response from Ms. Payne on 23 Apr 2024
Hello Ms. Ashanti, we apologize for the inconvenience. And appreciated your feedback. We will take the time to look into this matter. We hope you can come back and give us another visit. Thank you.

6/10 Okay

tenisha

Travelled with family
Liked: Cleanliness
We booked the hotel for a staycation solely for the use of the lazy river pool which wasn't even available to use which was very disappointing. The restaurant was good so was the bar rooms we comfy but only 1 elevator worked which was also annoying. Had to ask front desk staff several times for toilet paper & extra towels. I suggest calling to make sure pool is up and running before booking.
Stayed 2 nights in Apr 2024
Response from Ms. Payne on 24 Apr 2024
Thank you for you feedback Ms. Tenisha. We deeply apologize for the inconvenience this may have caused doing your stay. We will be looking into this matter. Thank you for staying at the Doubletree-Brookhollow.

10/10 Excellent

Analuisa, Bloomfield

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from Ms. Payne on 23 Apr 2024
Thank you, Ms. Analuisa! Your feedback is very important to us. Please come back and visit us again soon.

2/10 Terrible

Amber

Disliked: Cleanliness, property conditions & facilities
Elevator barely worked then we had to walk up 5 story of steps toilet barely flushed I wouldn’t recommend this place to nobody horrible but the bar and the food was amazing especially the crab cakes
Stayed 2 nights in Apr 2024
Response from Hotel Management on 21 Apr 2024
Thank you Amber for the honest feedback. We do regret our property did not exceed your expectations. We will be using your feedback to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a better experience.

8/10 Good

Elizabeth

Travelled with family
After reading the reviews on this hotel I was extremely worried I had booked a flop. The staff was very nice and accommodating. They gave me silverware when I asked and did not ignore us. The room did have a smell when we got in but it died down after a while. The room was 84 degrees when we walked in but the AC kicked on and cooled it down. Not a bad place for a short stay.
Stayed 1 night in Apr 2024
Response from Hotel Management on 20 Apr 2024
Thank you Elizabeth for the awesome review and honest feedback!! We are pleased you enjoyed your stay with us. We look forward to welcoming you back in the near future

6/10 Okay

Pete

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Paying to park was so so, breakfast was misleading. First time at a Hilton base hotel for me that wasn’t complementary.
Stayed 2 nights in Apr 2024
Response from Hotel Management on 20 Apr 2024
Thank you for the honest feedback Pete. The feedback you provide helps us to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a better experience.

10/10 Excellent

Cathy

Stayed 1 night in Apr 2024
Response from Hotel Management on 10 May 2024
Thank you Cathy for the awesome review!! We look forward to welcoming you back in the near future.

8/10 Good

le

Stayed 1 night in Apr 2024
Response from Hotel Management on 10 May 2024
Thank you for the wonderful review Le. We hope to have the opportunity to welcome you back in the near future for another awesome visit.

6/10 Okay

Jason

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Hotel Management on 20 Apr 2024
Thank you Jason for the review. We do hope to have the opportunity to welcome you back in the near future for a wonderful stay with us.

10/10 Excellent

Jaila

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Hotel Management on 20 Apr 2024
Thank you Jaila for the awesome review!! We hope to have the opportunity to welcome you back in the near future for another awesome stay.

6/10 Okay

Linda, E. Setauket

Liked: Cleanliness, staff & service
The hotel was very nice, clean, but some things needed updating. However the pool was not operational and the traffic noise from the highway was loud all night long.
Stayed 2 nights in Apr 2024
Response from Hotel Management on 20 Apr 2024
Thank you Linda for providing your honest review. I hope that you will consider staying with us again so that we can have another chance to provide you with a better experience.

10/10 Excellent

nedra

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was really clean and quiet the staff was friendly check in was extremely easy and fast , would definitely stay here again thanks to the entire staff
Stayed 3 nights in Apr 2024
Response from Ms. Payne on 18 Apr 2024
Thank you, Ms. Nedra, we are excited you enjoyed the staff at the hospitality. It has been a pleasure having you stay at the Doubletree-Brookhollow. Please come back and visit us again soon! Thank you!

8/10 Good

Ehsan

Liked: Cleanliness, property conditions & facilities
There ls no includ the breakfast
Stayed 1 night in Apr 2024
Response from Ms. Payne on 17 Apr 2024
Hello Ehsan thank you for staying at the Doubletree-Brookhollow. We apologize if we did not meet your expectations here at the Doubletree. Thank you for your feedback it is very important to us. Thank you

2/10 Terrible

Destiny

Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
The service was horrible and girl that works at the bar was rude. We asked for a fork and she said we couldn’t have one but then we said if we buy a dessert can we have one and she said yes. That is ridiculous. Also we asked for towels and they told us we had to go get them. Everyone seemed like they didint want to work every time we went downstairs staff looked like they were just chilling at the front desk like it was some sort of hang out spot.
Stayed 3 nights in Apr 2024
Response from Ms. Payne on 18 Apr 2024
Thank you, Destiny, for your feedback. This information is very important to us, and we be looking into this matter. We thank you for staying with us here at the Doubletree-Brookhollow. Please come back and visit we guarantee you have a more pleasant experience.

8/10 Good

Waudazja

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from Ms. Payne on 17 Apr 2024
Thank you for your feedback Waudazja it is very important to us here at the Doubletree-Brookhollow.

4/10 Poor

Aynesha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Ms. Payne on 18 Apr 2024
Thank you, Ms. Aynesha, for your feedback.

10/10 Excellent

Miriam

Travelled with family
Liked: Cleanliness, staff & service, amenities
Restrooms need an update.
Stayed 1 night in Apr 2024
Response from Ms. Payne on 15 Apr 2024
Hello Miriam thank you for your feedback it is very important to us. Thank you for staying with us at the Doubletree-Brookhollow. Thank you!

8/10 Good

T

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
It was very clean and the staff was very friendly and helpful.
Stayed 3 nights in Apr 2024
Response from Hotel Management on 14 Apr 2024
Thank you T for the awesome review. We hope to welcome you back in the near future for another amazing stay.

8/10 Good

Latasha

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy access to everything
Stayed 2 nights in Apr 2024
Response from Hotel Management on 14 Apr 2024
Thank you for the awesome review Latasha!!! We hope to welcome you back in the near future for another awesome stay.

2/10 Terrible

Crystal

Travelled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
The outside of the hotel looks rustic and old, some of the rooms windows facing out has wood pallets covering them. It’s evident that it has been some water damage to the rooms. We checked in and was given a room on the sixth floor, the smell was UNBEARABLE, it was a stench of mildew, cleaning supplies, and damp water. We switched that room for a room on the third floor it was better but it still had a mild smell, we ended up going to dollar tree and purchased our own cleaning supplies to thoroughly clean the room. We pulled back the sheets and there was a blood stain on the sheets. Then to top the stay off a little girl died inside of their lazy river pool it was police, forensics, and screaming family members EVERYWHERE! Truly heartbreaking and devastating it ruined our trip literally!! Would not recommend!! The one thing that I could say that was positive is regarding the staff whom were nice and friendly. Not to mention the lobby was gorgeous a huge focal point to them you can tell they take pride in the lobby area!!
Stayed 3 nights in Mar 2024
Response from Hotel Management on 13 Apr 2024
Thank you Crystal for your honest feedback. We regret the our property did not exceed your expectations and your stay was not exceptional.

10/10 Excellent

Shayna

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel was beautiful inside. And smelled reallyyyyy good. My room was beautiful. Stocked with everything I'd need. I was bummed to find to phone wasnt plugged in, so i had to go down to the front desk instead of calling them. But overall, i enjoyed it very much. Will stay again 10 outta 10!
Stayed 1 night in Apr 2024
Response from Lashay on 11 Apr 2024
Awesome, Thank you so much your feedback!

8/10 Good

AbbyGayle

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice lobby, clean facility
Stayed 1 night in Apr 2024
Response from Hotel Management on 11 Apr 2024
Thank you AbbyGayle for the awesome review!! We are pleased you enjoyed your stay with us. We look forward to welcoming you back in the near future.

10/10 Excellent

Jonell

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Jan 2024
Response from Lashay on 11 Apr 2024
Thank you for your feedback!

8/10 Good

Vatasha

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pool area was close. I booked reservation with impression that it was available for use. Everything else was good
Stayed 4 nights in Apr 2024
Response from Ms. Payne on 10 Apr 2024
Thank you, Ms. Vatasha, for your feedback. We deep apologize for the inconvenience of the pool being temporarily down at the moment. Thank you for visiting us here at the Doubletree-Brookhollow please come back and visit us again soon!

6/10 Okay

Yamile

Disliked: Cleanliness
Stayed 2 nights in Apr 2024
Response from Hotel Management on 10 Apr 2024
Thank you for the review Yamille. We hope to have the opportunity to welcome you back in the near future.

10/10 Excellent

Christy

Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
Although the decor of the property was very nice and clean, I did not like the idea of paying to park and yet they tell you that parking is at your own risk.The idea seemed like a conundrum and I didn't understand what I was paying for. Nevertheless, the customer service was very nice, and the property had a nice smell and seemed really clean. I also liked the fact that they were proactive and made other arrangements for the guests who wanted to swim .
Stayed 2 nights in Apr 2024
Response from Ms. Payne on 10 Apr 2024
Thank you, Ms. Christy, for your feedback. It was a pleasurer meeting you hope to see you again soon. Thank you.

2/10 Terrible

Aref

Stayed 2 nights in Mar 2024
Response from Ms. Payne on 29 Apr 2024
Thank you for your feedback, Mr. Aref.

8/10 Good

Ciera

Liked: Cleanliness, staff & service, property conditions & facilities
It was nice
Stayed 1 night in Apr 2024
Response from Ms. Payne on 8 Apr 2024
Thank you for staying at the Doubletree-Brookhollow your feedback is very important to us Ms. Ciera. Thank you!

8/10 Good

shantrell

Travelled with family
Liked: Cleanliness, staff & service
The pool was closed and it was 90 degrees out
Stayed 1 night in Apr 2024
Response from Ms. Payne on 8 Apr 2024
Thank you for staying at the Doubletree Brookhollow. We apologize for the inconvenience of the pool which will be out of maintenance until further notice. Thank you for your feedback and rating Ms. Shantell.

4/10 Poor

Lesley, Oakbank

Stayed 3 nights in Apr 2024
Response from Hotel Management on 27 Apr 2024
Thank you Lesley for the review. While we do regret our property did not exceed your expectations, we do hope you give us another stay in the near future for an exceptional experience.

8/10 Good

Jacqueline

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
It had everything one would need, low noise Only thing was we had to use the stairs and parking wasn’t to good
Stayed 1 night in Mar 2024
Response from Hotel Management on 7 Apr 2024
Thank you Jacqueline for the positive feedback. We are delighted to hear that you enjoyed your stay. We look forward to the opportunity to welcome you back in the near future.

10/10 Excellent

Maya

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The man bartender was very welcoming! Also the 2 twins at the front desk plus the man at the front with the Rolex was very nice! My 1st time coming to Houston & I’ll always pick this hotel
Stayed 3 nights in Mar 2024
Response from Hotel Management on 6 Apr 2024
Thanks Maya for the awesome review!!! We are pleased you enjoyed your time with us. We look forward to your next stay wit us!!

10/10 Excellent

Danyell

Stayed 3 nights in Feb 2024
Response from Hotel Management on 7 Apr 2024
Thank you Danyell for the wonderful review. We are pleased you enjoyed your stay with us. We look forward to the opportunity to welcome you back in the future.