Hilton Americas-Houston — Hotel in Houston

As for wanting to have a convenient stay for the convention, this was probably the most uncomfortable stay. Starting off, prior booking the room, I’ve called and asked 3 times to make sure there wasn’t any extra fees that I wasn’t aware of after reading the policies. Checking in, they tell us that there was a $100 hold per night. Keep in mind, I read and asked over and over if there was any other fees that I needed to know about and I had to pay the extra $300 on top of my $500 room for 3 nights. The amenities are little to nothing in the rooms. There was no microwave for me to warm up food I brought up to my room as leftovers. The restroom sink had leftover make up and seeds from previous guests in the sink when I first had a look around the room. With that, it pretty much clogged it every time I wanted to wash my face or brush my teeth. I was not about to clean that myself. There was still glitter on the floor, the coffee machine was dusty, closet smelled like it was a gym locker, do I continue?

Since I wanted to still browse around on the last day, I THOUGHT, I wanted to do a late check out. I called and asked the extra fee for a late check out. It’s 1 hour complimentary after 11AM, but $25/ hour after that. I was okay with that. I asked if I could check out at 2PM. A lady over the phone says, if I happen to check out earlier than 2PM, just head to the front desk and let them know. I ended up not doing a late check out. I ended up leaving at 11:15AM. I gave my room cards, asked the lady at the front desk if there was anything we needed to let them know that we are checking out earlier than our normal late check out time. She says no, just put our room cards in the box and we are all set. We will NOT get charged for the late check out fee, she says. I come back from my trip and I see on my invoice, I was CHARGED for the late check out fee. I called and the lady over the phone made it so complicated and claimed we were lying. She said we checkout at 1:48PM. No ma’am, we indeed left at 11:15AM. I’ll gladly come back and ask to see lobby security cameras AND valet security cameras and show you that we INDEED left the facility at 11:17AM. Not 1:48PM. The lady over the phone was so rude. Although I enjoy staying at a Hilton Hotel chain, I’ve never had such a terrible experience before at the other locations, this was supposed to be one of the nicer Hilton hotels. This one is just money hungry. Don’t care for good service, just care for money. I’d rather have stayed at the other hotels that was around it. They would’ve been cheaper and more considerate with their guests.

OH also, let me add this here too, if you want to eat at the Pappasitos that’s inside of the hotel, TERRIBLE. We went in for dinner, they sat us pretty quickly. But having to wait for a server to come serve us took 15 mins. We didn’t get chips and salsa. The server who took our order was rushing. She didn’t let me finish talking. She didn’t read back our order. We still never gotten our chips and salsa. Once we got our food, we wanted more tortillas. We couldn’t get ANYONES attention. Most of them were behind the bar just chit chatting. When they passed our table, we would get ignored. That was a big turn off. AND my beans were cold. That ruined our dinner all the way. They didn’t even check up on us, they didn’t even ask if we needed anything. Nothing. It was overall terrible.

I’m still waiting on my refund. I need my...

Beware of their fraudulent cancelation policy. I booked through a group rate for a stay in 5 days. The cancelation policy at the time AND in my confirmation email says cancel 72 hours prior to the stay or forfeit the one night deposit. I called the main Hilton line to cancel when my app said no cancelations and was told that the stay was non-refundable because it's a group rate. She transferred me to the hotel front desk where I'm told that the event organizer had a contract with the hotel that the deposit is non-refundable. This was not disclosed in any way, when I booked. I checked the cancelation policy when booking and triple checked the confirmation email, there was nothing about this being non-refundable. I told the staff member I spoke with that I would be filing a charge back for this fraudulent charge, and he went to his manager, who doubled down on the fact that the event I booked under has a contract with the hotel. This is a Hilton problem, not a me problem. I didn't sign any contract with Hilton regarding this non-refundable charge. The privity of contract is between Hilton and the event organizer. Hilton screwed up by not disclosing the actual cancelation policy. Customers should be told if a stay is non-refundable. I've reported to my credit card and will be filing to Texas Attorney General office, BBB, and whatever else I can think of. This is especially disappointing as I have been a longtime Hilton customer. I will also be cancelation my upcoming trip to another Hilton hotel that would've totaled nearly $4,000. Hope the $250 deposit was worth the loss of future business.

*edit - I called the HHonor customer service line and the rep, after seeing my email proof of the cancelation policy, agreed that my confirmation email showed a cancelation policy of 72 hours prior to arrival and that I was right to think I can get a refund of my deposit. She also said that the reservation, from Hilton's end was never-refundable, from the moment I booked it. She couldn't understand why the system showed me a 72 hour policy prior to booking or why the email said 72 hours, and said that the stay was non-refundable from the beginning, she just doesn't know why I, as the customer, was never informed of this so-called non-refundable deposit policy. And even with actual proof that the hotel screwed up, she said her hands were tied and would have to escalate to management. If this were a screwup on my end, I'd eat the cost with no fuss. But it's insane that the hotel screwed up it's listing/confirmation email and somehow thinks they have the right to charge me.

EDIT: Hilton acknowledged messing up and has agreed to refund me. Rating doesn't change though, since it took me 3 calls, reviews in several platforms, and a complaint to BBB for them to...

My wife and I stayed one night in a corner king room at this Hilton property. Overall, the experience was mixed.

On the positive side, the lobby was clean and inviting, with a fresh atmosphere and a warm welcome from the staff. I appreciated the convenience of using the Hilton app to pre-select and check into our room. Housekeeping was responsive and helpful, promptly bringing extra towels and a blanket upon request. The room itself was clean and featured a beautiful view, which would have been even more impressive if the exterior side of the windows had been properly cleaned — unfortunately, they were quite dirty, which diminished the overall effect.

We did notice that the hallway carpeting looked somewhat dated, although everything throughout the property smelled fresh and looked to be well-maintained. One of the highlights of the stay was the pool deck on the 23rd floor, which offers panoramic views of downtown Houston and the surrounding area. It’s a great place to relax — or it would be, if not for the noticeable presence of large cockroaches. While seated in the chaise lounges, my wife and I spotted at least three, which certainly detracted from the experience.

Unfortunately, the biggest downside of our stay was the noise level. Despite being on one of the higher floors, street noise — including engines revving and honking horns — was persistent throughout the night. This made it difficult to get a good night's rest. The mattress was also quite firm and uncomfortable, compounding the problem.

In summary, this Hilton property appears to be generally well-maintained with attentive staff and a few standout features, but it’s in need of some upgrades. Improvements to soundproofing, guest room furnishings, and exterior cleanliness — as well as better pest control on the balcony — would go a long way in elevating the...