Hilton Garden Inn Houston-Baytown — Hotel in Baytown

It's a brand new facility having only been opened less than a year at the time of this review. It should be 5 stars, however being that it's a brand new place, not too much to complain about...In other words, I know this place will not hold up as time goes by as like all new businesses, they start out great, but fade to their ultimate "level"...And I see this place eventually hovering between 2 and 3 stars...Maybe lower, but time will tell.

So, why the immediate 2 star deduction?

Two reasons, first, I'd booked 4 rooms for me and 3 team members and though I had done everything I could to ensure accuracy of the reservations, including calling the front desk and reservations before our first night. But, in spite of my caution, the night we checked in, they gave my room away to somebody else with the same last name as me.

The mistake was completely theirs and they quickly realized it was theirs as the detailed notes they did keep clearly showed that fact. What really upset me was they didn't even bother to compensate our team for the error and when I asked, was told...(You ready?)..."Oh, well we won't charge you for tonight."

Now mind you, I wasn't going to have a room, so what exactly were they not charging me for anyway?! They obviously do not teach hospitality at hospitality school any longer nor what compensation is.

Long story short they offered some free bottles of water...as means if an apology. Inadequate to say the least for a place charging 60 dollars more a night for a room when the rooms are little different than the dozen hotels surrounding them.

So, what was the second mistake? Our team was redeployed and we left early. We checked out, were given our bills for the nights we had stayed...No problem. However, 3 weeks later, upon reviewing their charges to my account, I noticed they had added an additional nights charge which was about to post to my credit card. I called them and they said the charge was for my last night. However, I had checked out that morning early and never stayed there that night! They then looked in their records and realized the mistake...

Here we go...

...The charge was actually for my first night and needed to charge me for now! After calming down, I quickly asked for the Manager and gave the particulars and names of those involved and as it turned out the same manager who was part of the original SNAFU! I was then assured they would correct the billing and to give it just a few days to process.

Well a few days go by, my credit card bill comes due...And that charge was still there!

Ultimately I got the charge reversed but having stayed in countless hotels over these past decades and having had dozens upon dozens of hotel stays, never has billing been much of an issue and always easily and quickly corrected.

So there you go, 2 star deduction purely because of how ineptly not just one, but several, staff members...

We stayed here June16-18. I must say we had a wonderful experience. Every employee encounter was very pleasant. Beginning with Veronica who assisted me with booking over the phone. I normally book online but she was so nice and courteous that I just allowed her to handle the reservations for me. She went above and beyond. While I do not recall the other employees names, they were amazing as well. The front desk clerk who check us in on 6/16 appx 5:45p.m. was very sweet.

Although this hotel does not offer free continental breakfast like most hotels, the cost for the breakfast is very affordable. Plus, the items are made to order: French toast, pancakes, Belgian waffles, omelets, etc. There are other options to choose from while you wait: fresh fruit, pastries, yogurt, oatmeal, eggs, bacon, make your own waffles, cereal. There's coffee as well as an espresso machine for you to make cappuccinos or lattes. The 2 ladies who take your order for breakfast were very kind and courteous (young girl dark hair and lady with blonde hair). There are also many nearby eateries nearby.

On Saturday, June 17, we ended up staying in. We forgot what time the restaurant closed and made it down around 9:52 p.m. Even though they were getting ready to close at 10:00p.m., Bree/Bri (unsure of the correct spelling) still took our food order. She could have displayed disgust because it was so late, but yet she was still professional and courteous to us.

Housekeeping did an outstanding job. The linen was not full of hair from any of the workers like most hotels. The floors, night stands, fridge and microwave were clean. The bathroom was clean and well stocked with towels. I hate hotels that offer 2 queen bed rooms but only supply enough towels for 2 guest. The bathroom also offered liquid hand soap as opposed to bar soap to clean your hand. Absolutely wonderful. We also received a refreshing of our room after the 1st night's stay. Amazing job once again. Kudos to housekeeping!!!

Overall, this was one of the best hotel experiences that I have ever had across the board. The rate was very affordable and not over the top. I would DEFINITELY stay here again. I hope the staff members pleasantness and work ethics remain the same. With most agencies it starts at the top. I did not have a reason to speak with management, nor did I see management. However, for all of the employees to be this kind and take pride in their work that...

Stayed here for six nights while in the area for business. Room was decent and clean. Room was serviced every other day. Folks at the counter were nice. Fitness center had actual working equipment. Parking was ample and free, and the location was good for a number of dining establishments and shopping centers. Those were the positives. |Now for the negatives. |1) Paid breakfast is always a huge negative. I shouldn't have to pay $12.95 for a bowl of cereal when I'm spending $1000 staying at the hotel. But whatever. |2) Pool was tiny and awkwardly full with just three people in it, so I didn't use it. |3) I'm a Hilton silver member and got zero perks. |4) The TV had literally 13 channels. Old-school cable TV in my room unless I wanted to sign in to my personal accounts for Netflix, etc. |5) Coffee downstairs was free - but AWFUL. The taste was off, and it was ice cold if you didn't get it by 8 am.|6) Did the "remote check-in" the day before and was promised I could go straight to my room on arrival using the digital key, which would be on my app when the room was ready. Nope. Had to go to the desk, wait in line for 15 minutes and get a traditional key and THEN request a digital key. They didn't even check my ID. Just issued a key.|6) And my BIGGEST pet peeve - and this has happened with the last two Hilton hotels I've stayed in - they RUSHED me to check out. Check-out is 11 am. I'm still taking care of business and don't have to be anywhere until noon - so I plan to leave just before 11 as I should be able to. At 9:01 AM I get a very hard, aggressive knock at the door. It's a lady wanting to come in and clean. She said I needed to check out. I said no...check-out is at 11 and I'll be out by then. ||So three stars for the quality of the room, but I can't give more due to the overall experience. Disappointing for a Hilton hotel, and for a frequent...