Hampton Inn & Suites Houston-Bush Intercontinental Aprt — Hotel in Houston

We arrived at 7pm. We found the exit in Terminal C where the hotel shuttles wait. ||We called the hotel and informed them exactly where we were standing and were told the shuttle driver would collect us in 10 minutes. ||||15 minutes later, called again and was told the shuttle driver was now leaving. ||||During this time other hotel shuttle drivers asked where we were going and he confirmed we were waiting in the right spot. ||||One gentleman overheard that we were awaiting the Hampton Inn shuttle and he simply said, "They're not going to pick you up. They lie. They never pick up any guests. Never." ||Of course we were shocked to hear this and concerned. ||||At the 30 minutes mark, I called again. I was told the driver left and should be with us by now or within a few minutes. Nobody showed up. ||||I tried calling again. No answer. ||I waited another 5 minutes, no answer. ||One of the other hotel shuttle drivers took pity on us and offered to drop us after waiting approx. 50 minutes. ||||I tried to phone the hotel again to let them know that we were getting a drop so cancel the shuttle. But no answer. ||When we arrived, the front desk agent told us that said left to collect us. ||Who knows if she arrived and was just sitting there in an unmarked vehicle but no other drivers in the shuttle area came out their vehicles to say anything. ||And we were standing at doorway we indicated the whole time. ||||Anyway, check-in was fine. Not very friendly. The front desk agent was the only one there and he seemed overwhelmed, or rather underwhelmed with no enthusiasm or joy. ||||Our room smelled stale and mouldy as though the room hadn't been occupied or the AC turned on in weeks. ||||I had menthol crystals so was able to put them into hot water and at least make the room temporarily smell pleasant. But that quickly dissipated. ||||My husband put his bags down and went downstairs to get a beer out of the fridge and mistakenly told them the room number next to us. When we came back up, he actually walked into the room next door using our very same key card! ||He realised his error when he saw large yellow suitcases and knew those didn't belong to us and retreated quickly. But this was very worrying as some keycards clearly work for multiple rooms! ||||Anyway, I went down to the front desk to tell the agent about the mix-up with the room charge. He didn't even remember my husband getting the beer just minutes earlier. ||He confirmed moving the charge onto our room account and I bid him goodnight. ||||I was sure to double latch the door fearing anyone could enter our room with any keycard. ||||I couldn't understand why the agent didn't even remember us checking in 5 minutes earlier and the room that he assigned to us. Nobody checks names on accounts when making charges? ||||When we checked out next morning, there was no charge on the bill for the beer! ||Seems the agent had forgotten to charge our room at all! ||Being very honest folks, we informed him again about the beer and paid for it. ||||But this speaks to sloppiness and lack of care in charging people's accounts. ||They could be losing so much money in this way or just charging other people's rooms erroneously. ||||I see many reviews on here about billing errors so please check your final statements before paying. ||||We didn't stay to have breakfast. Just had some orange juice as we were leaving early. While sitting waiting at the counter, there was an irritating very loud beeping coming from the kitchen that went on and on and on and nobody was there. ||Finally 20 minutes later someone finally showed up to turn it off. ||Whatever was on a timer probably burned to a crisp by that point. ||||There's limited signage when you come out the lifts to direct you to the front desk. ||It is actually confusing with so many doors leading down other corridors and to the outside. ||||I'm glad this was just a one-nighter. We would have asked to move rooms if we had to spend more than 1 night. The place is definitely in need of an upgrade and the service leaves much to be desired. ||||Also, they need to mark their shuttles with their hotel name and be truthful about their shuttle service. I will choose to stay elsewhere on any return...

I normally don't write negative hotel reviews because I understand that sometimes things get missed, staffing may be short, and I feel that people tend to be too harsh and have exceptionally high expectations. I am a Hilton Diamond member. I stay in a lot of hotels. When I take the time to write a negative review, I want to convey concerns I have to others who may be looking to stay at a particular location. This is a long review, because many things went wrong.

Upon check-in, staff were friendly, recognized my diamond status. The hotel seemed newly remodeled and decor was nice so I was happy to to get to my room and relax for the night. I've stayed here before, as the location is convenient for early AM flights, and I know the plane noise is significant especially on higher floors, but I also know that it usually stops around 10pm, so it's not a big deal for me.

Room 1) I was relaxing in my room for a while after work getting ready to go to bed when I entered the bathroom for the first time and started to brush my teeth. I turned the faucet on, and brown water came sputtering out very loudly, after a few seconds it returned to normal. While I was brushing my teeth with now clear water, I looked at the floor randomly and noticed a few ants. This is Houston, its hot, humid, and bugs love to exist here, and so I was prepared to deal with it. Upon closer inspection, I saw many more ants in several places, other unidentifiable smaller bugs (not bed bugs thankfully), and other dirt and hair all over the entryway floor and bathroom floor as well. The hotel staff apologized, and offered me an upgraded room which I appreciated. I gathered my things, they brought me a new key, and I moved to the new room.

Room 2) They turned the AC on for me before I got there, but it was not yet cool as the high temp was 104F that day. I tried the sink, it also sputtered water, but it was clear this time. The bathroom smelled a bit like sewer gas, but decided to deal with it as the bedroom smelled OK. I gave the AC a few minutes as it was churning away, but when I checked on it, the fan was not blowing, only the compressor was running. I tried to change settings, but nothing worked, so I realized the fan must be broken. I went down to the front desk and they insisted they checked the AC before I went in and said it was working, but again...it was just the compressor. They offered me another room.

Room 3) The third room seemed fine upon entry. There was some hair on the bathroom floor, maybe elsewhere (carpets are dark, so it's difficult to see dirt and hair). I've been in rooms with much worse hair situations, and since I was desperately tired at this point, I decided to go straight to bed. From here, I should note that I always inspect the bed for dirt, hair and bugs after several issues I've had at other hotels years ago. Upon my inspection I found 3 of the same unidentifiable small bugs crawling in the bed. I smashed the bugs and swept them onto the floor. I completed a very thorough inspection of the bed and didn't find any more bugs, but I did find a few hairs. The front desk called to make sure everything was OK, and I told them about the bugs in the bed. They apologized. It took me a while to get to sleep despite how tired I was, because once you find bugs somewhere you start to feel itchy, even if they are gone.

The next morning I showered, and the hot water took over 5 minutes to arrive, I timed it after the first 30 seconds or so with no hot water. The water seemed oily and smelled a bit weird. About an hour later that morning, my feet started tingling/burning. I'm not sure if there were weird chemicals used on the floor or something in the water. They seem to be fine now after a day or so.

My company pays for my lodging, so I didn't ask for any kind of compensation, but I should note there was no offer for any kind of monetary reimbursement or points credit.

This hotel has some serious cleanliness issues. This is not a one-off situation, as all 3 rooms had similar problems. I will not be...

So we asked specifically about a shuttle picking us up in just a couple minutes at the airport rental drop off, as we were going to drop the car off at that moment. Was told yes just call once there and they'll grab us no problem . So we call once we got there 6 minutes later and are told it will be 30 minutes as it "Just" got busy and they are picking people up from the terminals now and it's a very large group ....so 2 females in a dark parking lot in the rain 😒 while prioritizing terminal pick up with lots of security and lighting for a large group🤨. This group may have "called" just before us but I had just spoke with the desk about needing a shuttle in 6 minutes prior to that call . They know its only a 6 minute drive to the rental drop off . If you know handling a large party would take a long time why would you not tell them the shuttle is about to grab 2 other guests real quick and then tackle the large groups .Should of told us that being left stranded in a random parking lot for an hour was a possibility. I would of just waited till morning .Then I realize they didn't ask my name so I was like will they call or text when here? How do they even know if i personally get picked up aftet the request. So I call back to find out and they hang up on me 2 times ...then after 35 minutes of waiting I call back again and they finally pick up. After explaining its been 35 minutes they tell us it may be another 25 minutes " rough guess". After another 25 minutes go by we had to walk or pay 30 dollars for an Uber. So we paid for the freaking Uber cause I CAN NO LONGER TRUST ANYTHING THIS HOTEL TELLS YOU, and they left us stranded. I will never stay at a Hampton inn for the rest of my life. They care nothing for their guests safety and lie to their guests . ||Our room also stayed hot even though we had it set to freaking 63 and it was so loud. The loudest ac unit I have ever heard .|The door would get stuck when trying to get in our room |One of our keys did not work |None of our keys worked for outside door ||Place is ran like garbage |I have never had to leave a negative hotel review. One star...worst experience i...