We were looking for hotel which provide walking in shower that my wife like it just like home shower room. This holidays Inn listed one of the room with walking shower but did not mention it is handicapped bathroom which is entire bathroom has no barrier to block water and floor is very wet specially near the sink when you need to stand and brush teeth. It becomes hazard and dangerous to fall. The setting is for handicapped with wheelchair not for non-handicapped person to use.
We complained about it next morning which is on Friday and close to the weekend and they told me all the rooms are booked and ask me to check back on Monday. We have to bear the risk of fall to stay there for more nights. I went back on Monday and they give me a room and let me to check. At first glance, it looks clean and bathroom has bathtub 🛀 and I accepted.
However as soon as I moved in and discovered more problems with this room. It seems it was not furnished to meet quality and safety standards. The room missing a luggage rack. There are two nightstands on each side of king bed with no table lamp There is no table lamp on the computer desk as well. The entire room has one really cheap floor lamp with switch near top of the lamp.
See attached three photos. Unfortunately, I did not take photo of handicapped bathroom.
There are some other issues during the stay.
When we check in the front desk told us breakfast is $10 person. I told them when I book the hotel it advertised as free breakfast included. They later on agreed to offer free breakfast. Why they cheat, why they pretend they don't know what they sale?
They give us two electronic room key and only one works. We came next day to ask to reprogramming the non working key then the other working key stop working. The system only be able to program one working key. The same problem with second room key. We simply gave up and not complaint about it.
Also there are loud noise outside of second room we stayed during the morning hours and we are unable to focus.
The breakfast food is terrible. In first morning breakfast, the scrambled eggs with rotten egg and the smell so bad until one customer and me both found out and complaint about it, then they change it. Also there is no hot oatmeal only small bag go oat meal and I have to heat a cup of water in the microwave that has no glass plate in it.
This is not highly respected "Holidays Inn" I remembered. It is one star hotel with no quality. According to the front desk manager. They recently purchased this hotel and are still doing renovations. However, there is no excuse to rent handicapped room for non handicapped customers with wet floor hazards and rent room without fully furnished lighting fixture. That is safety hazard. I am wondering if they have passed inspection.
I paid $97 per night and definitely not worth the money and there is no way that meet Holidays Inn standards as they sale to me.
My hotel stay experience is NOT Holidays Inn quality. Feels like I have been scammed.
I file a complaint to the Citi Travel customer service and asking for refund or partial refund and they told me they cannot help me
one week later.
To those who need to stay in this area, choose other hotel like Hilton Home 2. You will be very disappointed if you book at Holidays Inn!
Briana Brandt
-
October 12, 2025
Positives: The staff were all very friendly and helpful. We called down to the front desk to get some sheets for the sofa bed and they promptly delivered them within 10 minutes or less. Also despite lots of people staying in rooms around us, it was actually a very quiet stay. Window units kept the rooms nice and cool.
Negatives: There was a musty smell, and overall all the amenities, fixtures and aesthetic was very dated. The floor was not very clean, and the room was out of hand soap in the bathroom. There was a small kitchen in the room, but nothing in the cabinets to be able to use. Trash cans were very small, so when we brought dinner to the room, there was no where to throw the trash away but to put it by the door. The sofa bed we got sheets for was not possible to sleep on. The mattress was so thin you could feel the metal springs and the metal frame. We ended up having to squish four people into 2 queen size beds instead of spreading out and using the sofa bed which is why we chose the suite.
Breakfast was below average. Luke warm food and just clearly low quality.
I believe it’s under new management/ownership so it would be worth coming back in a few months or next year to see if anything has improved.
Larry Shi
-
November 22, 2025
I planed to stay here 11/20–11/23 and had one of the worst hotel experiences I’ve ever had. After a long drive, I arrived late at night only to find there was no hot water at all. The front desk told me it was a “boiler issue” and that it would be fixed the next day.
It wasn’t.
My son came back from the swimming pool on the second day and again—no hot water. He had to take a second cold shower, and staff sent someone to “check” the issue but never followed up. No explanation, no update, nothing.
What made it worse is the lack of honesty and accountability. I contacted travel agent for help, and initially they said the hotel manager agreed to give them 20 minutes to fix the issue or refund the rest of the stay so I could move. But when I called back after 30 minutes, suddenly the manager had already left and “no one could approve anything.” It felt like they were just trying to stall until the end of the day so I’d be stuck.
For a Holiday Inn Express, this is absolutely unacceptable. Hot water is a basic expectation, not an optional feature. Between the broken boiler, the lack of communication, and the runaround from management, this hotel completely failed to provide even the minimum standard of comfort.
This is the worst Holiday Inn I ever stay, now I am staying at Fairfield cross the street is way better, cleaner, better service.
Kimberley Smith
-
September 30, 2025
This was by far the best Holiday inn we've stayed at in a while.
June, Madison, Katie & Kelly were awesome!
The hotel was under renovation, not sure why as it looked fabulous to us. Our room was perfect! We booked a standard queen room with 2 beds and because I'm Platinum Elite, they automatically upgraded us to a suite. No one has ever done this for me before!
The restaurant/bar area was awesom too! Breakfast was fantastic!
My grandson is ready to go back!
Brittany McKinney
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December 26, 2025
Guests beware. We booked our stay for 3 nights on 12/21. On our way to Houston and we get a call on 12/26 to say they cannot honor our reservation sorry. That’s it. Nothing else. Put us in a panic and we now have to pay substantially more for different Accommodations. For a large company you would think they would have a better system to not allow this to be an issue. If you’re sold out since mid December your online system should not allow bookings. Period.
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302 W Bay Area Blvd, Webster, TX 77598, USA
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We were looking for hotel which provide walking in shower that my wife like it just like home shower room. This holidays Inn listed one of the room with walking shower but did not mention it is handicapped bathroom which is entire bathroom has no barrier to block water and floor is very wet specially near the sink when you need to stand and brush teeth. It becomes hazard and dangerous to fall. The setting is for handicapped with wheelchair not for non-handicapped person to use. We complained about it next morning which is on Friday and close to the weekend and they told me all the rooms are booked and ask me to check back on Monday. We have to bear the risk of fall to stay there for more nights. I went back on Monday and they give me a room and let me to check. At first glance, it looks clean and bathroom has bathtub 🛀 and I accepted. However as soon as I moved in and discovered more problems with this room. It seems it was not furnished to meet quality and safety standards. The room missing a luggage rack. There are two nightstands on each side of king bed with no table lamp There is no table lamp on the computer desk as well. The entire room has one really cheap floor lamp with switch near top of the lamp. See attached three photos. Unfortunately, I did not take photo of handicapped bathroom. There are some other issues during the stay. When we check in the front desk told us breakfast is $10 person. I told them when I book the hotel it advertised as free breakfast included. They later on agreed to offer free breakfast. Why they cheat, why they pretend they don't know what they sale? They give us two electronic room key and only one works. We came next day to ask to reprogramming the non working key then the other working key stop working. The system only be able to program one working key. The same problem with second room key. We simply gave up and not complaint about it. Also there are loud noise outside of second room we stayed during the morning hours and we are unable to focus. The breakfast food is terrible. In first morning breakfast, the scrambled eggs with rotten egg and the smell so bad until one customer and me both found out and complaint about it, then they change it. Also there is no hot oatmeal only small bag go oat meal and I have to heat a cup of water in the microwave that has no glass plate in it. This is not highly respected "Holidays Inn" I remembered. It is one star hotel with no quality. According to the front desk manager. They recently purchased this hotel and are still doing renovations. However, there is no excuse to rent handicapped room for non handicapped customers with wet floor hazards and rent room without fully furnished lighting fixture. That is safety hazard. I am wondering if they have passed inspection. I paid $97 per night and definitely not worth the money and there is no way that meet Holidays Inn standards as they sale to me. My hotel stay experience is NOT Holidays Inn quality. Feels like I have been scammed. I file a complaint to the Citi Travel customer service and asking for refund or partial refund and they told me they cannot help me one week later. To those who need to stay in this area, choose other hotel like Hilton Home 2. You will be very disappointed if you book at Holidays Inn!
Positives: The staff were all very friendly and helpful. We called down to the front desk to get some sheets for the sofa bed and they promptly delivered them within 10 minutes or less. Also despite lots of people staying in rooms around us, it was actually a very quiet stay. Window units kept the rooms nice and cool. Negatives: There was a musty smell, and overall all the amenities, fixtures and aesthetic was very dated. The floor was not very clean, and the room was out of hand soap in the bathroom. There was a small kitchen in the room, but nothing in the cabinets to be able to use. Trash cans were very small, so when we brought dinner to the room, there was no where to throw the trash away but to put it by the door. The sofa bed we got sheets for was not possible to sleep on. The mattress was so thin you could feel the metal springs and the metal frame. We ended up having to squish four people into 2 queen size beds instead of spreading out and using the sofa bed which is why we chose the suite. Breakfast was below average. Luke warm food and just clearly low quality. I believe it’s under new management/ownership so it would be worth coming back in a few months or next year to see if anything has improved.
I planed to stay here 11/20–11/23 and had one of the worst hotel experiences I’ve ever had. After a long drive, I arrived late at night only to find there was no hot water at all. The front desk told me it was a “boiler issue” and that it would be fixed the next day. It wasn’t. My son came back from the swimming pool on the second day and again—no hot water. He had to take a second cold shower, and staff sent someone to “check” the issue but never followed up. No explanation, no update, nothing. What made it worse is the lack of honesty and accountability. I contacted travel agent for help, and initially they said the hotel manager agreed to give them 20 minutes to fix the issue or refund the rest of the stay so I could move. But when I called back after 30 minutes, suddenly the manager had already left and “no one could approve anything.” It felt like they were just trying to stall until the end of the day so I’d be stuck. For a Holiday Inn Express, this is absolutely unacceptable. Hot water is a basic expectation, not an optional feature. Between the broken boiler, the lack of communication, and the runaround from management, this hotel completely failed to provide even the minimum standard of comfort. This is the worst Holiday Inn I ever stay, now I am staying at Fairfield cross the street is way better, cleaner, better service.
This was by far the best Holiday inn we've stayed at in a while. June, Madison, Katie & Kelly were awesome! The hotel was under renovation, not sure why as it looked fabulous to us. Our room was perfect! We booked a standard queen room with 2 beds and because I'm Platinum Elite, they automatically upgraded us to a suite. No one has ever done this for me before! The restaurant/bar area was awesom too! Breakfast was fantastic! My grandson is ready to go back!
Guests beware. We booked our stay for 3 nights on 12/21. On our way to Houston and we get a call on 12/26 to say they cannot honor our reservation sorry. That’s it. Nothing else. Put us in a panic and we now have to pay substantially more for different Accommodations. For a large company you would think they would have a better system to not allow this to be an issue. If you’re sold out since mid December your online system should not allow bookings. Period.