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.
Briana Brandt
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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.
Tracy Taylor
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November 09, 2025
The staff at this hotel are wonderful! They care about the customer's comfort and support. The hotel is behind Coldstone Creamery, Bon Chon Chicken, Chipotle and a great Thai Food Restaurant. Great location, great price, and a place great for family vacations!
Kimberley Smith
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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!
Mike Cheg
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October 21, 2025
The rooms has a film on the floor. I walked in my new white socks to the bathroom and back to the desk and they were filthy dirty. The AC In room 403 is noisy, I doubt I will get any sleep tonight. They have an ice machine on this floor but it of course does not work.
The one positive the bartender Michelle, I wish all hotels had a bartender with her great attitude. She was fantastic but how can a bar in today’s world not have a credit card machine???? She had to take my card to a manager to charge me for two drinks really?
I stay around 240 nights a year in Hotels. I love the IHG program but the owners and management of these properties have me booking Hilton and Mariott much more frequently.
I will be coming to the Clear Lake/Webster area every few months for a couple nights but I will not be staying at this Hotel again, nor will I recommend it to my peers!
What is management thinking? I cannot possibly make sense of this situation. Clearly “Service” is not important to this management/ownership team! Clearly this is just a money grab no service attached, in the end you will lose. You list one customer of 7-10 nights a year today.
The room was hot and muggy when I arrived. I’m now working the AC overtime to get the room comfortable. Welcome to an IHG property that clearly does not care about their customers!
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302 W Bay Area Blvd, Webster, TX 77598, USA
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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.
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.
The staff at this hotel are wonderful! They care about the customer's comfort and support. The hotel is behind Coldstone Creamery, Bon Chon Chicken, Chipotle and a great Thai Food Restaurant. Great location, great price, and a place great for family vacations!
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!
The rooms has a film on the floor. I walked in my new white socks to the bathroom and back to the desk and they were filthy dirty. The AC In room 403 is noisy, I doubt I will get any sleep tonight. They have an ice machine on this floor but it of course does not work. The one positive the bartender Michelle, I wish all hotels had a bartender with her great attitude. She was fantastic but how can a bar in today’s world not have a credit card machine???? She had to take my card to a manager to charge me for two drinks really? I stay around 240 nights a year in Hotels. I love the IHG program but the owners and management of these properties have me booking Hilton and Mariott much more frequently. I will be coming to the Clear Lake/Webster area every few months for a couple nights but I will not be staying at this Hotel again, nor will I recommend it to my peers! What is management thinking? I cannot possibly make sense of this situation. Clearly “Service” is not important to this management/ownership team! Clearly this is just a money grab no service attached, in the end you will lose. You list one customer of 7-10 nights a year today. The room was hot and muggy when I arrived. I’m now working the AC overtime to get the room comfortable. Welcome to an IHG property that clearly does not care about their customers!