Homewood Suites by Hilton Houston-Willowbrook Mall

Reviews

• SC

  Salwa Coleman

  Feb 8, 2026
  1.0
  My experience with this hotel was far below expectations. I had prepaid for my stay in advance so that checkout would be quick and I’d be locked into that price. However, when I checked out, the hotel had no record of my prepayment and charged me again for the same night. Despite showing proof and speaking with the manager, they refused to issue a refund and blamed a lack of communication with Hilton Honors. This resulted in me spending over an hour at checkout going back and forth trying to resolve something that should have never happened. Eventually, Hilton Honors had to step in, apologize, and process the refund themselves. The hotel’s customer service was horrible and unprofessional throughout the entire situation. Needless to say, I will never use the prepaid option again — and I won’t be returning to this hotel either.
• MM

  Melissa Marlow

  Feb 8, 2026
  1.0
  Horrible hotel. I had no hot water in my room, I called down the front desk, first I was told to let it run for 10 mins (it had already been running for 20) Front desk then said they would move me to another room. I packed all of my bags went down stairs and then was told they would have to check my room to verify there was no hot water. I asked why they didn't send someone up when I called, instead of telling me they were going to move my room. I had packed everything up. Her repsonse was I didn't tell you to bring your belongings. I was moved to another room, where the lights over the sink were out, only one light worked. I requested it be fixed. Lights were never fixed. I was there three days. The evelator is extremely slow and the hallways have a werid smell. I would not recommend this facilty to anyone.
• JB

  Jessica Bryant

  Jan 18, 2026
  1.0
  We stayed at this hotel for my daughter’s cheer competition in Houston, traveling in from Fort Worth. As soon as we arrived, we were asked to pay again even though we had already prepaid through Booking.com. The woman at the front desk was shockingly rude. She kept talking to me like I didn’t understand what was happening, insisting the payment didn’t go through—when it actually did. It turned out to be an error on her end because she was trying to charge the wrong amount through Booking. I ended up having to sit on hold with Booking.com until a representative told her she was wrong. At one point I even had to ask her to stop raising her voice at me because she was being extremely rude and disrespectful. I will never stay here again, and I really hope management gets this handled because I can’t imagine I’m the only guest she has treated this way. No one deserves to be talked to like that, especially not a paying, respectful guest.
• BR

  Balaji Rayampettai

  Jan 10, 2026
  3.0
  We had to change the room since we were not able to use the faucet for fash washing. We saw some roaches in the other room kitchen sink and bandaid on the fire alarm... Felt the place is older and need a carpet change and lots of TLC.
• EC

  Emilio Colunga

  Jan 7, 2026
  2.0
  This was, without exaggeration, one of the worst Hilton stays I’ve ever had. I stayed over 150 nights with Hilton last year, and this property stands out—in a bad way. The hotel is actively under construction, yet this is not clearly communicated, and it shows everywhere. The property felt run-down and poorly maintained, cleanliness was below standard, and several areas appeared partially boarded up. The pool was not usable, and overall the hotel felt neglected. Breakfast was extremely poor, which is especially disappointing for a Homewood Suites, where breakfast is supposed to be a step above other Hilton brands. This was easily one of the worst “free breakfasts” I’ve experienced. While the location might look decent on paper—next to a mall—it comes with serious downsides. It is adjacent to an abandoned restaurant, and I personally observed homeless individuals sleeping in the neighboring parking lot, which did not feel safe. The room itself was outdated: very old TVs, tired furnishings, and nothing close to what I expect from Hilton standards. The final and most serious issue: my car was broken into overnight in the hotel’s front parking lot. I later found out that three cars were broken into that same morning, and the hotel staff claimed the security cameras were not working. No meaningful assistance or accountability was offered by staff, which is completely unacceptable. This property has serious issues to address, ranging from safety and maintenance to basic cleanliness and guest experience. It’s disappointing, especially because the location could be an asset if properly managed. As it stands, I would strongly advise others to stay elsewhere until major improvements are made.

Frequently Asked Questions About Homewood Suites by Hilton Houston-Willowbrook Mall