Crowne Plaza Houston Med Ctr-Galleria Area by IHG

Reviews

• KS

  Kenyo Simmons

  3 days ago
  1.0
  The customer service fron desk was horrible. Kirstin has a smart mouth and was very rude. On Saturday I had an excursion that I paid $200 for and missed because I waited all day for towels and wash cloth. I called to front desk 3 times for them. I had to go to the laundry room and ask for them. Then I was there 4 nights and only had hot water for one night. I don't not recommend to stay here. I know I won't be back.
• GC

  Gaby Carroll

  3 days ago
  2.0
  Check-in was fine, but when I got to my room, it was 77 degrees & very hot. This is normal though when checking into a hotel room, so I didn't think anything of it. I turned the AC down & took a shower while waiting for the room to cool off. After my shower, the temperature had not changed, & the AC did not seem to be blowing cold air. I stay in hotels frequently enough to know when an AC unit isn't functioning properly. I travel to Houston weekly for medical treatments. I first attempted to call the front desk from the room, but the phone just kept ringing. I then called from my cell & was placed on hold for 10 minutes. At that point, I was sweating in my room & decided to pack up my belongings & go downstairs to address the issue in person. When I got to the lobby there were about 15 people ahead of me. I waited another 20 minutes just to speak with someone. By this point, I had spent 30 minutes simply trying to report that my room's AC wasn't working. When I finally reached the same man who checked me in, I explained the situation & requested a different room. His response? They weren't allowed to move me to another room, & I would have to wait for maintenance. At this point, it was almost 9PM. I had just driven 6 HOURS from Louisiana for medical treatments, & all I wanted was to get some rest. Instead I was being told I needed to sit in an unbearably hot hotel room & wait for someone to come repair an AC unit that wasn't working when I checked in. Feeling completely defeated and dismissed, I went back upstairs. Ironically, the hallway was noticeably cooler than my actual hotel room. I stood in the hallway speaking with my husband because it was simply too hot to sit inside. He suggested I request a refund so we could book another hotel. So, back downstairs to the lobby I went. This time I spoke with another employee working the front desk. Instead of understanding my frustration, I was met with more back-and-forth about how I needed to wait for maintenance. I explained that it was late at night, I had driven six hours, & I was exhausted. The AC not working when I checked in was not my fault, & I should not have to spend my evening waiting for a repair to a room I had just been assigned. To make matters worse, this employee informed me that the maintenance request hadn't even been submitted yet! So the man I had spoken with earlier apparently hadn't even put in the request. This employee also made comments about how many times I had called the front desk & explained that they were busy and couldn't answer the phones. I completely understand that hotels get busy & that employees have policies they are required to follow. However, if this truly is hotel policy, I would strongly encourage management to reconsider it. Perhaps this experience can serve as an opportunity to reevaluate how situations like this are handled moving forward. When a guest checks into a room & discovers that something as essential as the AC isn't working, they should not be expected to sit in an uncomfortable room waiting for maintenance to diagnose or repair the issue. That is not the guest's responsibility, nor is it a problem they created. The hotel should accommodate the guest with another functioning room, when one is available, & address the maintenance issue afterward. What should have been a quick and simple solution became an unnecessarily frustrating ordeal. A hotel shouldn't make a guest feel like they're being difficult for expecting the basic accommodations they paid for! The 2nd employee initially told me a refund wasn't possible but eventually agreed to move me to another room. While I appreciate that she ultimately resolved the issue, her attitude & the unnecessary back-and-forth made an already frustrating situation significantly worse. I recognize that she was probably overwhelmed & trying to do her job, but I certainly felt as though I was being treated like an inconvenience for reporting a legitimate problem. This experience has given me absolutely no reason to want to return.
• CA

  c a

  4 days ago
  3.0
  Good morning I would like to start off saying my stay experience was saved by front desk clerk, Nickie. I checked in Thursday night by a nice young lady ( didn’t catch her name). She was very nice and welcoming. She booked me into room 623. When I got on the hallway of my room I immediately started smelling a foul odor. When I maked it to my room the smell still continued on in my room. It was a smell that smelled like old pee. We also noticed our beds were different. One was extra hard and sat lower than the other. But that wasn’t that important just thought I mention it. We also had a roach in the tub and I recorded another roach coming out the bathroom. At the time of seeing the roach we hadn’t even unpacked yet. I tried calling the front desk to let them know of our problems and the phone was giving problems. The front desk couldn’t hear me and the phone had a lot of static. So the front desk hong up so I called back and finally she could hear me through the static. I explained all my issues. She said she did not have anything to switch me into because the hotel was booked for the night. But she did tell me I could change in the morning. So we had to deal with the stink smell and the fear of roaches getting into our bags for a night. The next morning I went to the front and Ms Nickie was so sweet. I explained to her what we were dealing with and she immediately changed our room. She put us into room 522. When we got to the room we looked around and noticed there was water in the bathroom on the counter top dripping on the floor. I’m not 100% sure where the water way coming from and the room did not have an ironing board. We call the front desk to let her know this room issues she suggested that I come back to the front desk so she can give me another room. I went back to the front desk and because of all the issues that we kept running into, Ms Nickie decided to upgrade our room to one of the suites. She also gave us a complementary breakfast for the inconvenience, which was very nice of her. Another thing that she did that I thought was great was before she gave us the room keys she went to the room and checked it out herself. She put us into room 1424. When we got in everything seem to be good. We had one thing that was easily fixed and that was we had no iron and Ms Nickie noticed we needed towels. Those items were quickly brought to the room. I thank Nickie for being so nice and patient. If she isn’t a manager I do think she should be because she made me feel like she truly wanted my stay to be a nice stay. She never got a nasty attitude with me at all. I will say the staff all had good attitudes. The ladies in the breakfast room and the lady who brought my iron and towels were nice and sweet. I was booked for a 3 night stay but we only stayed 2 nights. This was my first time stay at a Crowne Plaza hotel. Because of the great customer service I experienced I probably would give it another chance. I don’t know. We shall see.
• TT

  Tom Thompson

  Sep 28, 2026
  1.0
  PROBLEM AFTER PROBLEM 1. FIRST AND FOREMOST: dirty needles in our room! I dropped a sock behind the dresser, it didnt fall all the way down (thankfully) so I had to move the dresser out to get to it. Had I reached under to get it instead, I wouldn’t have seen them and I would have been stuck by dirty needles that had been thrown under the dresser. 2. When my food delivery order arrived , the front desk wouldn’t let the driver bring my food to the room. There’s no elevator access key required and nothing to prevent my driver from coming to the room, other than the woman behind the front desk. She cited “guest safety.” Oh so the needles I found under my dresser show me exactly how much you folks care about guest safety. 3. Arrived very late on a Friday night, exhausted checked in, and went to bed. Woke up the next morning, to three towels in the room, two of which had hair on them, over the next five hours I called and requested towels 3 times. Finally went down to the front desk with the empty bottle from the body wash and to request more towels. I spoke with the front desk supervisor. Explained it had been 5 hours and another request was put in with housekeeping. Another 20-30 minutes goes by. I had to call and yell at the front desk supervisor and tell her to go get the towels and stop putting the requests in. Towels and soap folks 5 and a half hours for towels and soap. 4. A slow draining tub that backs up whenever you use the shower. During one of my partner’s showers it backed up and debris and hair were coming up from the drain. Maintenance was quick to reply but the drain is still very slow. 5. My parking card stopped working a day before my checkout. This has been the worst IHG hotel experience I’ve ever had from any of their chains.
• KE

  Kelly Epton

  Sep 23, 2026
  1.0
  ⭐️ 1 STAR — DO NOT STAY HERE This is, without a doubt, the worst hotel experience I have ever had. Housekeeping entered my room at 10:00 AM — ONE FULL HOUR BEFORE the scheduled 11:00 AM checkout time — while I was still a paying guest and had not checked out. Even worse, my belongings were handled without my permission, and ALL of the food in my refrigerator was thrown in the trash, including my daughter’s lunch. When I complained and explained that my daughter’s lunch had been thrown away before we had even checked out, the response was incredibly disappointing. Instead of taking responsibility and properly addressing the situation, I was offered sandwiches from a gas station to feed my child. Yes, you read that correctly. I have photos of what was offered and will be including them with this review. This is not how a hotel should treat its guests. And the problems didn't stop there. The lobby bathroom had trash piled up and overflowing, and it was left that way without anyone cleaning it up. The overall cleanliness and customer service were unacceptable. Accidents happen, but what makes this experience particularly unacceptable is the lack of accountability and the way the situation was handled afterward. Entering an occupied room before checkout and throwing away a guest's food — including a child's lunch — is completely unacceptable. I expected a much higher standard from Crowne Plaza. Instead, I left feeling disrespected, frustrated, and completely dissatisfied. Think twice before booking this hotel. If this is how they treat guests before they have even checked out, I would strongly question what kind of experience you can expect during your stay.

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