Holiday Inn Express And Suites Houston Nw Cypress Grand Pky

Recent Reviews: 56

• User:Tara G

  Trip type: Family

  Poor customer service: terrible management

  02 May 2026

  No hot water Power outage for over five hours due to issue in the internet room. Front desk clerk in tears and her manager kept hanging up on her when she called for help. Gilbert Mora, General Manager at Holiday Inn Express & Suites Houston Nw - Cypress Grand Pky By IHG, responded to this review Thank you so much for taking the time to write about your experience. We agree it was a perfect storm with 15 arrivals and constant power outages that made it a very difficult evening. I was notified and made it to the hotel to help within the hour. We do apologize, but we can do nothing about the weather and power company. I am sure you understand. Thank you.

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• User:Adventurer577069

  Trip type: Solo travel

  Just Like Home

  12 Mar 2025

  I stayed here for about two weeks. Gilbert was amazing helping me register and making sure that I was safe and cared for. I am in the middle of a divorce and needed a place to stay. Gilbert and his staff, Jennifer, Stephanie, Asjiz. Alex, Trish, and Kamel have been so helpful. They really made it feel like home! Thank you Gilbert Mora, General Manager at Holiday Inn Express & Suites Houston Nw - Cypress Grand Pky By IHG, responded to this review Thank you for the great review. We are so happy to help anyone who enters our doors with friendliness, Caring attitude, and secure. We are also delighted that you mentioned names which means engagement by staff was effective. We look forward to your next stay with us.

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• User:Marilyn S

  Trip type: Family

  Nice and Clean Hotel

  20 Jun 2024

  This is a very nice and clean hotel. The rooms are well kept, the beds are comfortable and the staff is friendly and helpful. The area is quiet and safe. The location next to the outlet mall is excellent. Other shops and restaurants are nearby. I had an issue with billing and the front desk was quick to correct the problem. I definitely recommend this hotel. Gilbert Mora, General Manager at Holiday Inn Express & Suites Houston Nw - Cypress Grand Pky By IHG, responded to this review We are so thrilled to hear that your family enjoyed the hotel. You nailed all the great attributes we have for this location. We look forward to your next stay with us.

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• User:Lynette B

  Trip type: Solo travel

  GREAT BREAKFAST!

  23 Mar 2024

  I have never stayed at a nicer hotel! It was very clean and convenient. I have never seen a free hotel breakfast to the extent of this hotel! WOW! Hot items, fresh pancakes, along with fruits and variety of yogurts and more. Just WOW!!! Will definitely being staying here again when I visit Texas! Gilbert Mora, General Manager at Holiday Inn Express & Suites Houston Nw - Cypress Grand Pky By IHG, responded to this review Thank you so much for taking the time to complete such a great review. We work hard to provide a clean hotel, everything working, and a great hot breakfast. We look forward to your next stay with us.

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• User:Nikkidv

  Trip type: Solo travel

  Took $400 from me after my reservation ended

  06 Dec 2023

  This hotel stole over $400 out of my account 5 days AFTER I left the hotel. All of my past reservations have been paid for weeks! It gets much worst. I am not a mom biologically, but I take care of 6 kids & I do not appreciate my money being stolen during the holidays. I honestly do not know how they keep messing up such a simple two-step process. Normally you book a reservation, pay, & you’re done. How they keep making the SAME mistakes is beyond me. I’ve had to contact them over 25 times to solve two issues regarding my reservation. In addition to authorizing my card for a charge I never had, this is the third time I had an issue with this hotel. Even though the majority of the staff is kind, some of them are all over the place & they lack basic problem solving skills or listening skills. My first reservation was through a third party. I didn’t have an issue the first time. So, I wrote a positive review for the hotel. After that, everything went downhill from there. When I voiced my concerns to Gilbert via phone, his advice and response to me was that, “Maybe you will be better suitable at another hotel since my staff keeps making mistakes about my reservation.”I was taken back by his response. I had been incredibly patient & I was disappointed that he would say that to me, as if I was the problem. I even got out of line & allowed elderly ladies to get in front of me because that’s how I was raised. I was more than patient considering the situation. So, his comment was disappointing to hear. That was very rude & I told him that I didn’t think that was right that he say that. He made me feel like I was being problematic when it was indeed the staff. When I brought my concerns up to manager Jessica, she was extremely aggressive & rude. As a very compassionate, patient, & respectful human, I didn’t appreciate that. She gave off a bullying kind of energy. I had to politely stop her & ask her to speak to me respectfully in the same matter that I was speaking to her in. My first reservation with the hotel directly led to them overcharging me, again. I should have been charged separately for incidentals & then for the reservation. Instead they authorized my card twice for incidentals & then they overcharged me then too. It took over 10 attempts to finally get to Gilbert. He claimed that my bank made the error & they corrected it, but I called them & they said they made the mistake and then later adjusted it on their end, so that was a lie.Then, the second time I tried to pay for my reservation. I wanted to put that reservation on another card. They told me that Gilbert said that MY RESERVATION WAS ALREADY TAKEN CARE OF, so I couldn’t not pay. I told the nice lady at the front that I have not paid. She said, “Well Gilbert said it was paid for.” I didn’t know what was going on but seeing that the order came from the manager, I didn’t know what else to do. I was exhausted with trying to get a solution. So, days go by (at least three or four) and THEN they charged me. However, it was charged on the exact card I asked them not to authorize. This was the second incident. It was the exact reservation that I spent over 10 times trying to switch out my card. The one that I was told was already handled by Gilbert. I talked to Gilbert about this. He told me that they would have to charge me again at that moment and that I would have to wait 7 to 10 business days to get the money that they took off the wrong card. He then told me that he would comp me one night for the inconvenience on the last stay. That was the last I heard from them. However, I have not received a credit. Instead they decided to take $409.40 out of my account . This is very wrong. I want my money returned asap & I would appreciate it if the owner called me. The staff members need additional training. IHG Service, Owner at Holiday Inn Express & Suites Houston Nw - Cypress Grand Pky By IHG, responded to this review Hi Nikkidv, Thank you for staying and sharing your experience at our Holiday Inn Express Houston Northwest - Cypress Grand Parkway. We appreciate you doing business with us! We're committed to providing you with the best overall experience. I'm sorry about the issues you encountered. I brought this up to our local management's attention. I'm confident that the necessary actions will be taken to ensure better service. I also sent you a private message discussing this further.We look forward to seeing you again on your future trips, and we'll do our best to make your next stay better than the last!Safe travels,Jomar M.Case ManagerIHG Hotels & Resorts Service

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