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Crowne Plaza Northwest-Brookhollow

3.5 out of 5.0

Recent guest reviews

Ok normally I don’t like to trash a hotel but here I have too. I had to stay here for an event, I have done this same event three years in a row. The hotel has been “under renovation” for 3 years! The front desk had a sign that the pool should be done by late 2017... um no.. see photo! Meeting areas, no ceilings, see photo, half painted half built... still changing full price for events! No restaurant, no bar, both “under renovation”, same thing last year. Rooms.. well a Super 8 or motel 6 is cleaner, tub filthy, rusted fixtures, paint peeling. Lastly, room rate was supposed to include breakfast, so when I check in “not for what you paid”... $100 for a construction sight doesn’t get a breakfast? Bottom line there is a Red Roof n TX door, it HAS to be better!

This is probably the worst /dirtiest hotel I've ever stayed in, and I've been in some bad places around the globe. First two rooms smelled strong of cigarette smoke, 3rd and final room smelled of mold and mildew like it was flooded then never cleaned. They are undergoing renovation, but they should close it down while they do these renovations, because until then it's not fit for man or beast. It is truly a health hazard. Water marks all over the place where flooding has obviously occurred, I can only imagine the mold growing in this place. Crowne Plaza should be ashamed. If I weren't here my colleagues I would leave immediately. Terrible hotel. Disgusting and unsanitary. Black mold growing on the walls. The staff was nice and tried to be accommodating, and it's not their fault Crowne Plaza has let this place fall apart.

My nieces and nephews recently moved to another state so I was very excited about taking them on vacation for spring break. Including myself, other adults and the kids there would be 8 people. As a result I knew I’d need more than 1 room. Normally I book my hotel stays directly with the hotel but had heard positive things about Hotwire. I decided to browse their site and saw that I could book 2 rooms at a “3.5” star hotel for 5 days for about $700. Now, I realize you get what you pay for but figured saving money on the room would mean having more money for activities. Hotwire assigned me the crown plaza in the brook hollow area of Houston. The hotel’s common area pictures were nice enough so I figured score me, I got a good deal. We arrive to check in and things go downhill rapidly. First, I ask about the pool and am told that they’re pool is closed because they are rebuilding a new one. The front desk assistant explains however that they have an arrangement with the LA Fitness down the street and that as a guest I and my family can use the pool there just by showing our key card (remember this). I try to be a reasonable person and even though I felt a heads up about the pool being closed prior to booking would have been nice I get that sometimes that may not be too easy to do when using a 3rd party booking service like Hotwire. Issue Two: I’m made aware of the second problem after everyone is actually in their rooms and I realize everyone is using the bathroom in the second room because there isn’t any hot water in the first. I contact the front desk and am told that they will send an engineer to fix it... never happened. Issue three, the next day I decided to check out the breakfast buffet. While there, I realize the kids may have been hungry but I knew I didn’t feel like going anywhere so I decided to grab some yogurt and muffins. While doing so I could see the waitress and cashier following me as if they thought I was trying to steal. Despite being offended, I calmly explained that I understood that the buffet (like all buffets) didn’t allow me to leave with food and that I had every intention of paying for my meal, the muffins and the yogurt. Issue Four: The following morning I sent my nephew and one of my nieces to warm some food up. They had to go to the same buffet area because there weren’t any microwaves in the rooms. When they came back up I could sense something was wrong and when prompted they explained that the same two ladies were watching them like a hawk as if they were trying to sneak food out. I can handle people like this but I draw the line when it comes to kids. Most kids are taught to respect their elders. As such, they’re less likely to defend themselves if an adult is involved. I called the front desk and explained what happened with them as well as myself the day before and was basically just blown off. The apology was empty and felt more like something that was just being said to get me off the phone. Issue Five: On day 3 of 5 I decided to take the kids swimming. A couple of the younger kids opted to spend the night with their dad as he is local to the area. This would have been fine except he was having car issues so we had to get an uber to get them to the LA fitness pool (see top paragraph as a reminder). We get to the gym, I explain to the front desk person that we were staying at the Crowne plaza and that we were told to show them our room cards in order to gain access to the pool. The gentleman was nice enough but still had a confused look on his face. He called his manager and his manager also didn’t have a clue about what I was referring to. I called the Crowne Plaza and the manager John explained the agreement between the hotel and the gym. They end the call, so I figured we were good to go. The LA Fitness gentleman tells me I and the older kids can swim but not the twelve year olds. He goes on to say that despite the fact that myself and 2 other adults were present the younger two couldn’t swim because of their rule. Let me just say that I was and am still not upset with LA Fitness. That’s their rule, I am however upset with the hotel because how hard would it have been to convey that info (it’s on LA Fitness’ site) and I’d be willing to bet that it’s in whatever agreement was made between the hotel and gym. Final straw: After several days of what I feel is lackluster customer service I decided to call the hotel and speak with the manager... After a lengthy hold I speak with John again and explain all of the issues I had with my stay. Please note, I am not the type of person who complains just to complain. I also try as much as possible to be respectful to people even when I am upset because not only do I want respect in return, I also understand that in many instances problems that arise are not the direct fault of the person hearing the complaint. With that said, John was dismissive and unapologetic. He left me feeling like calling him was a complete waste of time. After hanging up with him I called Hotwire and after explaining everything I asked if they could at least offer a partial refund. I wasn’t even asking for much...$100 out of a $700 bill would have been fine. They offered me a $50 credit on a future stay. Why on earth would I want to ever use their service after my experience? In the end nothing was resolved and I was told my complaint would be logged and given a case number. I honestly feel that the hotel’s reaction would have been different if I booked directly because (although wrong) they would have perceived me as “Their guest” and not someone just looking to save a buck. Bottom line....please learn from my experience. DO NOT USE A 3rd Party vendor to book your stay. Book directly through the hotel. This way, if you have issues you can take your complaint up directly with the hotel and hold them accountable. With 3rd party bookings you agree to a strict non refundable policy. Making matters worse, the hotel knows they’ve already been paid for your room because the third party vendors buy them in bulk. As such (imo) their is no incentive to make sure you’re happy or will return. Sorry for the long post and or typos. I just wanted to share in the hopes that I could save someone else from experiencing the same experience. UPDATE I called Hotwire customer service again this morning per their instructions and spoke to Angela. She spoke Marshall. Absolutely nothing was done. They offered to relocate me to another hotel but I would not know the name of the hotel until after the reservation was finalized and couldn’t be cancelled. Plus I would have to pay any difference. OK I’ll pack up the two rooms of kids for the remainder of our trip, pay extra AND still may not have a good experience. No thanks.

My 4th time back at Crowne Plaza Brook Hollow and Im afraid not the positive experience it has been in the past I must say that the reception staff are still excellent and welcoming but.. There are reno works going on which normally would be no problem if done a few years back or even well planned. Unfortunately: Bar is closed Pool is closed Resteraunt is closed All these have , to be fair been temporarily re-sited but not great. The barman wanted to close the bar early and when I asked for a vodka and fresh orange 20 before closing time at 11 he told me I couldnt have one because he had cleared the vodka up. There is no beer on tap The restaurant is in the same place as the bar and during breakfast there are dirty cloths left on a trolley in the area where folks are dining. There was no bacon , the eggs were cold and there was no brown bread. The taps in my room leak, the aircon is very noisy but the bed is very comfortable and the house keeping first class Im sure with some extra planning this could all have been much better. I will not let this experience stop me coming back but another similar experience would probably send me elsewhere.

Was here for a week on business in the Houston area. Area was well located for me to get to my facility on Sam Houston Pkwy, but that was about the best to be said. This facility may have once been really good, but as of February 2018, it is in need of serious attention. The pool and "center court" area is all under renovation.. (fine... needs to be done, winter, don't miss the pool), but so was the restaurant..... had to eat in the bar area on 2nd floor which wasn't all that great a setting. Rooms were ok, not obviously run down, but definitely appeared dated. One big problem is that on multiple occasions I needed to shower or shave in luke warm or cold water. Not the best feeling. Staff was friendly enough. I hope that when the renovations are done... (whenever that may be), that the hotel will again be a great place worthy of more than a marginal 3 star rating. Oh... one thing that can't necessarily be held against the hotel, but is a factor... the growing highway it is located on and the associated construction there, brings a significant amount of road noise to the rooms....

The room was spacious with a panoramic view of the Houston skyline. Because of renovations underway, the pool area was not fully functional. Also, a portion of the lobby served as both the bar and dining area. The experience was enhanced a bit by the live music during happy hour. We spent most of the time in the suite, though, and were able to relax, sprawling like the urban sea around us.

I was blocked in Houston in transit from New Zealand to Europe and finished in this old and sad hotel... but the worst was the temperature in the room (probably less than 16°C) and in the corridors and the hall (less than 8°C) !!! And dinner and breakfast were in the hall in temporary extremely cold place... nothing to add...

At a 3.5 star hotel I should not have to walk outside, I should not feel uncomfortable, dirty, or the slightest bit unsafe. I mean I'm from St. Louis and I feel unsafe, that is saying something. Please someone remove this hotel from the 3.5 rating list, no one should be tricked into thinking this is the quality of hotel I did. This hotel shows no sign of trendy anything design or furniture wise and it certainly does not look clean visually.

Hotel was conveniently located for my trip destinations but road construction made accessibility difficult. Staff was very nice and went out of their way to be of assistance. Property was in subpar condition compared to other Crown Plazas at which I’ve stayed. (See pics)

I currently in the room reservation right now. I check out tomorrow morning and I am not happy with this room. It smells like cheese and feet in here. I have a two year old daughter. There are little hairs in the bathroom by the sink and on the toilet. The tub is peeling or something and I didn’t want to give my daughter a bath in it. Maybe it’s okay but I didn’t want to risk it. With having a two year old I carry a lot of luggage so I asked the front desk for a luggage carrier because I didn’t see one at the door. After 14 minutes of waiting I decided to take trips back and forth to my car with my daughter. The bed is fine and cozy but I am really upset. I don’t want to change rooms because it’s just for one night and the amount of things I would have to transfer to the next room. Also no fridge for her milk? That sucks but it’s okay.

12801 Northwest Fwy Houston TX

Hotel highlights

  • Free WiFi in rooms and public areas
  • Free parking
  • Onsite dining
  • Nightclub

Located in Fairbanks, Crowne Plaza Northwest-Brookhollow is 3 mi (4.9 km) from Houston Graduate School of Theology and within a 10-minute drive of Karbach Brewing. This 294-room, 3.5-star hotel has a restaurant along with conveniences like an outdoor pool and a 24-hour fitness center. Memorial Park and The Galleria are also within a 15-minute drive of this Houston hotel.


Enjoy a bite to eat at the hotel's restaurant, or relax with a drink at the bar/lounge. Order from room service to satisfy your hunger without leaving your room. Start your day off with breakfast, available for a fee.


All 294 air-conditioned rooms provide MP3 docks, coffee makers, and free weekday newspapers. 37-inch LCD TVs come with satellite channels and pay movies, and guests can stay connected with free WiFi. Pillowtop beds sport premium bedding and down comforters, and bathrooms offer hair dryers and free toiletries. Other standard amenities include free local calls, ironing boards, and desks.

Property features

Crowne Plaza Northwest-Brookhollow features a nightclub, an outdoor pool, and a 24-hour fitness center. You can take advantage of free parking, along with a free area shuttle. The front desk has multilingual staff on hand 24/7 to help with dry cleaning/laundry, luggage storage, and securing valuables. Additional amenities include a spa tub, free WiFi in public areas, and 14 meeting rooms.

Reviews from Trip Advisor

Trip Advisor aggregated rating

75.0% of guests recommend this hotel

Total of 553 reviews