Homewood Suites By Hilton Houston-Willowbrook Mall

Recent Reviews: 349

• User:zack m

  Trip type: Family

  Room 217 has broken couch beware so they don’t try to scam you too

  13 Apr 2026

  Stayed here due to a home flood caused by negligent property management. What should have been a temporary stay turned into a very stressful and poorly handled experience.After nearly a week on property, we were told the night before checkout we would be charged $500 for an alleged broken couch. We do not agree with this claim and were never informed of any issue during our stay.During the escalation, we were told conflicting information — staff told police the damage was $350, but we were still charged $500. The inconsistency in the reported amount versus what we were charged is a major concern.We were pressured to “pay or leave,” and the situation escalated to police being called on our family. We were forced to sit in the lobby for hours while our children were still in the room sleeping, including one child with epilepsy. This was extremely stressful and embarrassing.The manager and front desk staff involved in the disagreement were rude, defensive, and dishonest in their communication. We were also told management had not seen us in days, which is not true.One front desk employee involved in the situation left out of the back door when police arrived instead of speaking with officers, which was concerning given her direct involvement in the incident.Overall, communication between staff, management, and what was reported to police was inconsistent and did not align with what actually happened.We have attempted to escalate this to corporate, but the complaint keeps being sent back to the same hotel management involved in the incident.

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• User:stfArkansas

  Trip type: Family

  You can't make this stuff up!

  17 Nov 2025

  My cousin and I booked a 2 bedroom suite. 1. Checked in and gave them 2 credit cards to split the charges. When we checked out...they charged one of us for ALL charges and the other for 1/2 (double charging)2. The elevator button was broken...the desk clerk had to come and use a coffee stirrer to put in the call button to get the elevator (EVERY TIME)3. Room had no AC and Houston was 85 that day...complained, said would change us the next day.4. Changed rooms the second day...room was good except sofa and chair were filthy5. Day 3 got up to take showers and NO HOT WATER available.6. Then on our way home...I get the message with the bill on our charges...charged twice for the room.7. Elevator was not repaired the whole three days...I am 74 with a torn meniscus having to use stairs.The only redeeming factor was the front desk clerk Mitch....he busted his butt to try to help....Some decent nice hotel needs to hire him.

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• User:TexasEE

  Trip type: Couples

  Disgusting hotel suffering from years of neglect and apathy

  17 Oct 2025

  Don’t believe the deceptive pictures in the listing… this place is a total dump and should not be allowed to call itself a Homewood Suites. The Hilton company should be embarrassed by this property. Sure, the lobby looks nice—they usually do. But that’s where “average” ends and reality takes over. Check-in staff was okay, but not overly friendly or helpful. The layout of the hotel is super confusing—from the lobby, you have to walk through the breakfast area and past the pool entrance down a very uninviting hallway to get to the outdated and half-broken elevator. Our first room was disgusting and looked as if it hadn’t been properly cleaned or maintained in years—windows that were so cloudy you could hardly see out of them (not to mention that even if you COULD see out of them, the “view” was of another building 6 feet away), spots and staining on the walls, hair on the TV remote, rips in the carpet, etc. After being in the room a few minutes, we realized that the AC wasn’t working, so we went downstairs and requested another room. Our next room, while it did have working AC, was equally disgusting. The windows were just as cloudy, the curtains were ripped, and it was clear that there had been years of neglect. This is the worst Hilton property I’ve ever stayed in and the only one that almost caused me to demand that my reservation be refunded due to false advertising.

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• User:Lynn L

  Trip type: Business

  Horrible stay

  15 Oct 2025

  Horrible experience No hot water the whole 4 nights I stayed Took shower standing in 4 inches of waterHousekeeping only did trashPool out of order the whole time

• User:Deandre M

  Trip type: Family

  Terrible treatment within 15 minutes of checking in

  26 Dec 2024

  I had an incredibly frustrating experience at Homewood Suites Willowbrook Mall in Houston. Upon check-in, I was falsely accused by the front desk of smoking marijuana on the premises, which was completely untrue. Despite my denial, the receptionist insisted she smelled marijuana and even claimed to have seen me smoking. This led to repeated banging on my door for over 10 minutes, causing unnecessary distress. I felt racially profiled and disrespected.The worst part came after I contacted Hilton customer service, hoping for a resolution. I was told (on a recorded call) that I would receive an apology and a gift as compensation, but neither of these promises were honored. The lack of accountability and follow-through is unacceptable.I would strongly advise against staying at this location, as my experience was a complete letdown in terms of both service and respect.

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