Hilton Garden Inn Houston/Bush Intercontinental Airport — Hotel in Houston

After delayed flights led to my missed connection at Houston/Bush Intercontinental, I decided to book this Hilton Garden Inn. Finally taxiing up to our gate in Terminal E, I called the hotel to see if, by some chance, there was a shuttle still running to the airport. I'll just refer to the girl that picked up the phone as "A". After explaining I was booked there that night and asking if the shuttle was still operating, "A" asked me what terminal was I at. I told her Terminal E and she said the only terminal they operate to is C. I told her I would make my way to Terminal C right away. I get to Terminal C and find the hotel pick up location. I see two Holiday Inn and one Sheraton shuttles go through before calling back for an update. "A" picks up the phone again and I remind her who I was and I was at the hotel pick up at Terminal C. She immediately snaps back saying the driver waited 20 minutes and had left and was back at the hotel. I questioned her, "20 minutes? There's no way! What time is it?" She said "you called me at 11:59pm." It was now 12:19am. I told her I had been there for 5 minutes before I called her. "A" then started to backtrack. She said she was going to put me on hold and see if the driver could make another trip. 14 minutes later, her colleague picks up the phone like I was a new caller. (I had a feeling this was going to happen and had requested an Uber while earlier on hold) "Thank you for calling Hilton Garden Inn....." I told him "A" had me on hold, that she was checking on if the driver could make another run to the airport. He proceeds to tell me that the shuttle stops running at midnight. If that was the case, why didn't she tell me that from the start? "A" gave me the runaround at midnight after a hellacious day of airline travel! Her cockiness, snapping back telling me the driver waited 20 minutes for me before leaving is mathematically impossible. You see, in today's day and age, there's a beautiful thing with these phones called timestamps and call durations. "A" said I called at 11:59pm (only to give her the 20 minutes she was claiming because my second call was at 12:19am). Timestamp on the first call was 12:02am. Second call was in fact at 12:19am, only after waiting for 5 minutes at the hotel shuttle area at Terminal C (that's 12:14am when I started waiting in the hotel shuttle area). 12:02am to 12:14am, that's 12 minutes that it took me to walk from Terminal E to Terminal C. I checked Google Maps at 1:00am after FINALLY walking into my room, and Google was showing it was currently a 10 minute drive from the hotel to Terminal C at 1am. So first call was at 12:02am, 10 minute drive, that's 12:12am when the driver pulls up and I walked up at 12:14am. So the driver waits 2 minutes, not 20. And this is even taking into account the driver started driving IMMEDIATELY after me calling. That usually never happens. It'll take a few minutes for the driver to get in the shuttle and pull away from the hotel. Additionally, "A's" explanation of the driver waiting 20 minutes for me is impossible due to the drive time. 10 minutes to the Terminal, 10 minutes back to the hotel, and the driver waited 20 minutes; that's 40 minutes!!! Even if my first call came at 11:59pm like "A" stated (it was 12:02am from the timestamp), that means my next call would have been at 12:39am, not 12:19am as it currently was!! I spoke to the manager at checkout; she was apologetic but I felt like she was blowing the whole situation off. She said she would add some bonus points for the trouble and I haven't seen anything as of this article (a week later), further leading me to believe the manager blew the whole situation off. "A" should not have given me the runaround if the shuttle was never running in the first place, and then putting me on hold to check on the driver with no intent of ever coming back on the phone having her colleague pick up the phone when they realized I wasn't hanging up. I am a Diamond member at Hilton and Lifetime Platinum at Marriott. I don't say this to brag, but to make the point of how frequent I stay in hotels; and I have NEVER experienced anything like this!! Terrible customer service at this Hilton Garden Inn Bush...

I came into Houston,TX over the weekend in the month of July for business trip.

I originally had booked another hotel which was very close in the vicinity which is in walking distance.

I will not mention that hotels name but I was very disappointed, disgusted with that hotel with that being said I left from that hotel and walked over to the Hilton.

I was able to get a room for the weekend I was very pleased with the front staff ,Chef and other accommodations.

This hotel offers a very very large eating a dining area that is in the front of the hotel which has comfortable seating a nice large 36in TV and appears to be somewhat of an Atrium type setting for this area.

The common area where you would eat your breakfast and dinner is outlined with very pretty maroon and gold curtains they also offer ice cold cucumber water the general dining area or seating area also has couches and several places to sit seating is comfortable and easy to get up and down from should you be handicapped or have physical challenges.

The front of the hotel also has a large public washroom or restroom for gas it has handicapped accessible bathroom with also three additional restrooms.

This hotel also offers a bar where you can get a drink, cocktail they offer a partially menu.

I enjoyed breakfast of waffles omelettes bacon sausage yogurt and variety of fruits and coffees.

For dinner I had a prime rib steak which was cooked to Perfection a vegetable medley mashed potatoes and it was very good.

I will stay at this location again when I come back to the Houston area for business this hotel also offers a airport shuttle( which runs every 30 minutes you do not need to have a reservation or your name put on a list in order to get transportation to the airport)

Hilton Garden Inn is 5 minutes from the IAH Airport the only drawback to this hotel is ;that the hot tub and the pool is currently not available according to front desk staff due to covid.

My room was nice plush & clean provided it three very very large bath towels hand towels washcloths a nice TV and very comfortable bed also included refrigerator microwave Keurig coffee machine ice buckets shampoos conditioners and two bars of soap the carpet was nicely vacuumed.

I had a decent View of the spaghetti highways here in Houston too,lots of high rise highway to see.

I'm very pleased with this location!

I was even allowed to have a late check-out due to my flight being later on in the evening staff members told me that I was welcome to stay in any of the common areas, enjoy television and relax until it was time for me to go to the airport.

I also was able to purchase food from there pantry while waiting my stay was wonderful.Front desk staff also speaks English and Spanish. I have noticed that several of the staff members are not wearing masks I am not sure of the Mandate for businesses however they also have a notice posted that those who are inside of the hotel should wear their masks due to CDC regulations.

I do hope next month when I come back that the hot tub and...

My husband and I have stayed at the Hilton Garden Inn many times over the years in order to catch an early flight and have NEVER had a complaint. I will NEVER stay there again because of what transpired on 7-11-24. My husband was scheduled for surgery the next morning at 7:30 AM the next day at Baylor St Luke's Medical Center. We left Thursday afternoon in order for my husband to get a good nights rest and boy was that a mistake. My son got on line to find us a place to stay while we were enroute and due to the recent hurricane, hotels were scarce. He called me and said that he found Hilton Garden Inn, although not near the Medical Center, he booked us a room. When we arrived it was dusk and found it odd that there was not much lighting around the hotel, but there was lighting in the hallways(we soon realized that they were lit in order for us to find the room). Parking lot was packed so my husband stayed in the car while I walked in with my ID and credit card in hand and after stating my name, I told him I had a reservation. He then said, "Yes , I see your reservation" After handing him my card and he ran it, he said that there was no power and no water. I was astounded and asked what were we going to do if we needed the restroom. He promptly stated that he would bring us a bucket of water to flush the toilet and then handed me a bag with 4 bottles of water to drink!!! I then asked if there would be a rate reduction and he said that if it was up to him, he would reduce the price, but he had no control! I then asked him for the corporate number and he replied that each one was individually owned. People were going in and out of the hotel all night long to go and sit in their vehicles so that they could cool off!! How dangerous was that!! When I checked out after the miserable night, he wanted to know if I wanted a receipt. I told him ABSOLUTELY, this is GOUGING. The doctor had originally said that we would being staying overnight and I said at least we would be cool & have water & sanitary facilities( As it turned out the surgery was not as evasive as they thought it would be) After I mentioned what we went through to the doctor, he said to get online and write a review letting everyone know. A lady in the waiting room heard this & said to contact the BBBureau & I did!! the lady there took my name & number & said that they should not have been operating & she would turn it in to her supervisor. I still don't know what the outcome was on that. But I do hope that they were heavily fined! BTW the bill for the night was $ 319.51. Since I am a HIlton honors member #297140562, wasn't it great how we were treated! So I would like to know how this is going to be addressed. What an atrocity this ordeal turned out to be! Now...I got it off my...