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at the Hilton Garden Inn Houston Westbelt
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Jan 15th, 2021
There was no hot water, the toilet made a loud squeal when flushed, and the hair dryer didn't work. When the person at the front desk was told, she acted as if she didn't care. The fact that nothing was done about the problems proved that she didn't care. I complained to Hilton Brands 2 weeks ago and I've heard nothing. TRIPADVISOR.COM USER
Not exactly what we have expected from a Hilton brand
Dec 13th, 2020
This was our third time staying in the same Garden Inn whenever we visited Houston, and we were much disappointed. We have not traveled away from home since the pandemic restrictions started in March, and this was our first overnight trip, partly wanted to experience the much touted “no contact/clean stay” pledge by the hotels. When I booked the room through the Hilton Honors website, I was given a choice of only two types of room, a regular room and an “upgraded” room. We picked the upgraded room, paying 70% more, under the impression that it would be bigger than a regular room and has a built-in whirlpool tub. When we were prompted to checking in and picking a room through the app, I found out that the room sizes were actually exactly the same. I called the hotel and was told that the only difference for the additional 70% extra was the availability of the whirlpool tub which was really not a “must have” item for us, but I decided to keep the room since I had committed to it. Checking in and obtaining the electronic room key via the app was quite uneventful and convenient for us. Upon arrival, we went straight into our pre-picked room which was initially quite impressed with the orderliness and the disinfection smell. However, our “no contact” situation was broken immediately because the in room smoke detector was beeping loudly and unceasingly due to low battery! The maintenance person showed up shortly after we called the front desk, and it took him half an hour to reinstall the unit with fresh battery while we waited at a safe social distance. So much for “no contact”! The next thing we found out after he left was the sink stopper on the wash basin would not stay down and hold water. We did not bother to complain because we were half way unpacked, and we figured we could tolerate that for one night. Shortly after dinner, my wife told me that the bathroom floor had quite a bit of water. I immediately found out that the U-joint underneath the sink was leaking badly. After mopping it up with a bath towel, we rescued the situation by placing the ice bucket lining under the sink. At about 10 p.m., we decided to enjoy soaking in the whirlpool before going to bed. To our surprise, the stopper in the whirlpool tub was broken off, and it would not stay on top of the drain to hold water. I called the front desk, and was given the choice of moving to another room (which was unknown for its conditions) or to change our room rate to an “ordinary” room! We were very unhappy, but moving at 10 p.m. was not desirable, so I opted to the second option grudgingly. Once in bed, we began to notice that the air conditioning unit would not blow warm air. It was putting out either cool air or off, regardless what temperature we set the thermostat. At 3 a.m., we both were waken up by the air conditioning unit cutting in and out every 10 to 20 seconds which was annoying loud. After struggling with the clicking noise for a while, I finally had to set the thermostat to a much lower temperature to force the unit to run continuously for a while, so we could fall back to sleep. These happenings really ruined our faith in the Hilton chain and the poor housekeeping in this one in particular. I was not sure why the person(s) who pre-cleaned the room did not notice the smoke alarm beeping, the leaking sink, the inoperative sink stopper and the broken tub stopper! The saving graces for this room was the availability of hot water, the comfortable Hilton bed, working broadband and working TV! Hope the hotel’s management would pay attention to these details and restore our faith as returning customers. TRIPADVISOR.COM USER
Non-smoking room was smoked room
Jul 17th, 2020
Bathroom sink clogged and dripping. Random people are walking in parking lot. Most importantly, Non-smoking room smells like someone smoked recently. When i asked them to change the room, they said they don't have any other available room. They hand me over the bottle in the pic to get rid of the smell on my own. Horrible customer service!!! Don't make the mistake i made. Its below 2 star hotel. TRIPADVISOR.COM USER
Truck was burglarized!!!
Jun 8th, 2020
We stayed here for 1 night after being cooped up in the house just to get our radio stolen and truck broken into. Ugh all we wanted was to relax but instead we paid to get robbed and have a bad night. The McDonald’s next to it was a mess horrible slow staff and very unsafe area to walk at night!! nothing but scary experiences at this MOTEL pimp’s yelling on the phone terrorizing the hallways and yelling at the sex trafficking victims in front of guest!! This was the worst night of my life we left home in a very devastated, violated and stressed moods. I stayed in room 501 the carpet were extremely sticky and wet we couldn’t walk around bear foot at all. TRIPADVISOR.COM USER
Mar 14th, 2020
The room has bad smell and dirty. After inform to front desk, they gave us similar room .. We had no time to go elsewhere. This hotel should not run under Hilton Flagship . Worst Hilton stay in my life .. TRIPADVISOR.COM USER
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