Spark by Hilton Galveston — Hotel in Galveston

I am writing to bring to your attention several issues I encountered during my recent stays at your hotel, from December 18-20 and December 27-29. Unfortunately, my experience was far below the standards I expect from a Hilton property.

During my first stay, I found the following issues in my room: Hair in the bathtub and stuck to the shower wall. Construction tape covering the shampoo and conditioner holder. Only four bath towels were provided. The soap in the bathroom was used prior to my stay, as it was wet when I took it out of the box. This made me question cleanliness and attention to detail. More hair was found on the floor next to the bed. A small dead roach was found in the bathroom. The breakfast offering was severely lacking compared to other Hilton properties. I was disappointed to see only bread, muffins, and prepackaged items, with no hot breakfast options such as eggs, meat, or oatmeal.

When I returned for my second stay, I encountered further issues: At check-in on December 27th, there was confusion regarding my reservation. The front desk agent informed me that one of my reservations was canceled, despite having both reservations visible in the Hilton app. This staff member was getting short and snippy with me when I tried telling her I have two reservations (I wasn't going to mention her attitude until the most recent interactions I had with the rest of the front desk. The lack of customer service seems to be a running issue at this property). After several minutes of back-and-forth, she acknowledged that I had checked in online but did not apologize for the confusion or inconvenience. I believe additional training for front desk staff is needed to ensure smooth check-ins. My second room also had a small dead roach in the bathroom. While I was provided with all the towels this time, there was still hair on the floor. The room was slightly better than the first but still not up to Hilton standards. Additionally, I encountered an even larger roach in the hallway wall.

Furthermore, my attempts to contact the hotel to address these concerns were met with additional challenges: Monday, I called around 3:30 PM, I requested the general manager’s email address. I was told the hotel did not have it because they had run out of business cards. The staff member also stated that they couldn’t provide the email address because they were new and didn’t know it. Tuesday, I called at 2:20 PM, and someone answered the phone but immediately hung up. When I called back, the phone rang without being answered. When I finally reached someone at 4:00 PM, they provided the general manager’s email address. Wednesday night around 7:30 PM, I had to call back again to confirm the email address as the one provided didn't work. The staff member put me on hold for almost 10 minutes. I hung up and called back to which they had declined my call. When I called again and asked for the general manager’s first and last name, the person asked why I needed that information. I explained that I wanted to file a complaint, to which they replied, “You need to do that at 8 o’clock at night?” and then hung up on me.

This behavior was highly unprofessional and added unnecessary frustration to an already poor experience. I can't believe this is a Hilton property because the customer service is absolutely disgusting. I have been nothing but nice to the staff members and I am being met with hostility. I have no idea why the general managers first and last name are being kept secret. Now I know, the front desk staff is reprehensible. They must receive a lot of complaints if they aren't willing to provide the general managers name nor...

I’ve been staying at Hilton properties for over 20 years. I found the Hilton brand to be an excellent chain and have had so many wonderful experiences in Hilton properties, I couldn’t even count them all. Unfortunately, this hotel provided me with the worst customer service experience that I’ve had at any hotel, ever.

I had a two day reservation, and I called the hotel a few days before to let them know I wouldn’t be able to make the first day. The hotel refused to cancel one day on my reservation so I was forced to pay for the two nights and only get one.

I understand this happens, but it was a great opportunity for them to show customer service and they didn’t.

I told the hotel that I’d be checking in late in the following day. However, I use the app to check in and got my digital key.

The following day when I checked the Hilton app, my reservation had been canceled. I called the hotel to see what may have happened, And all they did was pick up the phone and immediately hang it up after it run for four or five minutes. I called Hilton Honors and asked them to see if they could reach the hotel and the hotel did the exact same thing to Hilton Honors. Sorry, proceeded to try to call the hotel a few more times, like 15, and they did that to my call every single time. When I got to the hotel while I was waiting in line, I tried it again and actually watched the person behind the counter. Respond to my ring by picking up the phone and hanging up.

When I finally get to speak to a manager, she lied to me and said that they never hang up on calls, which they do. They hung up both on me and on health and honors. She also claimed that I had told her to cancel my reservation, which I did not do, But they canceled it anyway even though I told them I was gonna be a day late.

I am not an unreasonable person, and I’m usually extremely understanding of how things work in business and hotels and I absolutely get that things can go wrong.

My biggest complaint is the over lack of customer service and the significant Abuse that their management shows. Honestly, if I could give this hotel zero stars, I...

This is my first negative review that I’ve ever written. Let me start by saying that I had a reservation from August 4th-12th. While I was checking in, the front desk clerk (Michelle)was extremely rude. The person that relived her was even worse. I came down to ask about the WiFi code because what they gave me wasn’t working and they never answered phones. The guy-(don’t know his name) but he was a big guy with glasses. Kept telling me the code and it wouldn’t work. He literally rolled his eyes at me, made a tick sound with his mouth and a big sigh. Turns out they had spelled my name wrong. He was still very rude after finding out they had made the mistake. Before I went up I asked about my reservation I found out that it had been changed to check out on the 9th! They had already booked up and I was totally out of luck. They didn’t even apologize. They said they sent an email about the change and there was NO such email. I will say that the other employees were very nice. The pool was not working and Michelle said they put that it was closed on the website but they had not. I’m not sure why she would even say that. The hallways stunk so bad. Rooms were not cleaned while I was there 4th-9th. Had to get toilet paper, ice bucket and trash bag from the front desk. My room wasn’t bad, a little stinky. We ended up finding another hotel and lt was clean, smelled fresh and the staff were very nice. I’m so glad we ended our trip on such a...