DoubleTree by Hilton Hotel Houston - Greenway Plaza — Hotel in Houston

The good and bad of this hotel from a recent 2-day business trip, coming from a very frequent Hilton chain user (usually a couple of times per month, throughout the US).

First, the good. This is a very nice hotel with good amenities and a good location. It's next to a business "hub" that includes something like a food court, and is also next to the very large Lakewood Church (immediately adjacent) if you're visiting for that. Yeah, you have to pay to park, but I can handle that given the location. Note that this hotel is not all that close to IAH if you are flying, but if you're working down that way in Houston (I was) it's a decent location. All in all, a pretty good hotel, location and amenities (including an on-site bar and restaurant).

When I left, I had to depart very early in the morning (around 330am) to catch an early flight. There was an employee doing something at the desk, who I said I was checking out, and they helped with my parking ticket since it hadn't worked to depart the parking garage. Turned in my room keys, checked out, departed. When, later that day, I realized there was a hotel restaurant charge on there for later that day (I hadn't used the hotel restaurant - at all), I called. The employee I spoke with in billing seemed somewhat on alert, as if this was a known problem or occurrence. They asked "what did the person at the desk look like" (how often do you get asked that??) which immediately confirmed my suspicions of fraud. They said they'd check and get back to me. Somewhat surprisingly (or not?), no return call and the charge remained pending. I called a day or two later, and this time had to leave a VM for someone who appears to have been the billing manager(?), again describing what occurred and requesting a call back, before I alerted the credit card company that there was fraud on the charge and not to pay it. Left name and number several times. Again, no return call. A day or two later, my charge went through (I didn't contest it) without the fraudulent restaurant charge, which I am guessing the desk employee maybe used for a breakfast or lunch later that day?

It wasn't a fortune, and I was more or less resigned to buying a stranger a meal. Not the end of the world. BUT, I did expect that someone would take the courtesy to reach out to me and explain the matter. THAT is what I take exception to, and would not have expected from a hotel of this level.

Moral of the story? Check you bill before departing! Would I let this deter me from staying here again? Maybe, as there are other Hilton properties in the vicinity. But it is a nice hotel and location, and save for this incident, it was a...

I booked a two day stay at this hotel. Upon arrival I discovered that there was paid parking even if you self parked. The valet parking was $40 and the paid parking was $30. I chose the valet due to me driving a larger vehicle and did not want to change going into the parking garage. Every time that I left during my stay I checked my vehicle to ensure that I didn't have any damage to my vehicle or the rims on my truck. The final day upon check out, I looked over my rims and truck and it looked normal to me and I left enroute to my home. Upon stopping for gas, something told me to look at my rims a second time and I noticed that my rims had been curb checked. Not substantial damage, but damage just the same. Immediately notified the hotel of the damage to my rim, and the gentleman at the front desk (Mr. Davis) was very courteous in letting me know that he would be forwarding my concern to the Valet Parking manager (Mr. Tyler). The response was prompt and he asked for information regarding the incident. I sent him the info as requested, and once I did, he sent me a response that because I reported the damage after I left, which was approx.. 20 there was nothing that could be done. After this response, never responded back to me even after I explained I couldn't see the damage until I was in the sunlight when I stopped to get gas. Never mind the fact that before leaving one of the valet workers almost hit the curb bringing my vehicle to me. I have stayed at plenty of hotels and valet parked in my truck and never had any issue like this. These are basically 3000 dollar rims that are now blemished.

Now off my soapbox and on a more positive note, the customer service was amazing. Front desk workers greet you with a smile and a cheerful attitude which I found refreshing after a long drive. The room was ok and dimly lit all throughout. There are no microwaves in the room, but a refrigerator. The refrigerator and the room were warm. I notified Ms. Gabriella who was great at checking in on our stay. The maintenance man came and turned the thermostat up on the refrigerator (which was hidden in the back) and checked the air condition. It was blowing cool, but at night the room would get hot and stuffy. Breakfast was just ok, there was nothing spectacular, and especially not for the price.

Overall, It was just an ok stay. I have stayed at more upscale doubletree hotels in the past, and think twice before...

First and Foremost the customer service I received was far from satisfactory. The front desk staff appeared disinterested and lacked the professionalism and warmth I have experienced at other DoubleTree hotels. My inquiries and requests for assistance were met with indifference, leaving me feeling undervalued as a guest.

Additionally, the issue with breakfast was not resolved. The man at the front desk stated upon check in there was a side for free continental and a said for a buffet you could pay extra for. We were going to the waterpark so opted for some fruit and milk. Being given a ticket after me and my 3 guest ate fruit (the apples were rotten) for $60 was completely unacceptable. If a guest were to come down and have a mini box cereal with milk would that also be considered a $18 charge? This led to a disappointing dining experience, especially considering the premium prices charged for meals. There should be a clear indication that everything in this eating area is $18 so another mix up like this doesn’t happen again. The ladies who’s name I didn’t get at the counter( long fake babydoll synthetic wig with the bangs and the other with the afro puff ponytail) were very much rude, distasteful, and basically called us liars when we questioned about the breakfast confusion. They handed us a card to the operations manager named Shon Tucker obviously for jokes saying to call him then in the same 3 minutes saying “he wouldn’t be back until Monday.” Well why give us a card to call him now?

Furthermore I wanted to express my utmost disappointment and disgust regarding a shocking incident that occurred upon visiting your highly-regarded outdoor pool, I was appalled to discover a dirty tampon floating in the water. The sight of such unhygienic and unsightly matter was not only utterly repulsive but also highly distressing. As a paying guest, I expected a clean and sanitary environment, but this incident has tarnished my perception of your hotel and left me deeply disturbed. I kindly request that you thoroughly investigate this matter, take immediate action to ensure the hygiene and safety of your facilities, and provide a sincere apology for the distress caused. I sincerely hope that you will address this matter promptly to prevent any further occurrences and restore the trust of your guests.

I will be informing all of my family, friends, and social media platforms to NEVER stay...