Hilton Garden Inn Houston/Galleria Area — Hotel in Houston

If it were possible to leave a zero star review of this particular property I would do so. I did not actually stay at the hotel - this review is related to the terrible service I received regarding my reservation and attempted check-in. First, let me note that we are Hilton Diamond members, so we only stay at Hilton properties and we are frequent travelers... I had a reservation booked for June 5-9 for two connecting rooms. I have a copy of the CONFIRMED reservation for guaranteed connecting rooms, and I should note, we selected this particular hotel as they showed guaranteed connections as an option. When I attempted to check in to my rooms via the app the rooms were not connected or even located next door to each other. I called the hotel directly and no one would answer the phone. I then called Hilton, spoke to a customer service agent who ALSO confirmed that my reservation was confirmed for guaranteed connecting rooms. The agent attempted to call the hotel (while I sat on hold for 20+ minutes because no one would answer his call either). When he finally got someone on the phone they argued that our reservation was not for connecting rooms and informed him there were no connecting rooms available. I was ultimately transferred to a couple of different agents and then finally connected directly to the hotel. The person I spoke to (night manager/desk person on the night of June 5th) was the rudest Hilton employee I have ever dealt with. She informed me that there were no connecting rooms available and then proceeded to argue with me that I didn't have a reservation for connections. I offered to send her the reservation confirmation as proof. She ignored me. She said she could put us in rooms that were "close" to each other - I told her that was not an acceptable option as we had children travelling with us that could not be in a hotel room by themselves. I asked if she could at least correct the issue and reassign us to connecting rooms starting the following day and for the rest of our stay. Her response was that she didn't know if that was available and couldn't confirm it because she "didn't know who was working the next day". I then told her to cancel one of our rooms and put us all in a single room with 2 beds plus a rollaway bed. It was at that point that the employee got rather nasty (and even more unhelpful than she already was) and informed me that she would not be taking any "demands" from me, started acting like she couldn't hear me any more (sarcastically saying "Hello? Hello"? Oh, I guess you aren't there?") and then hung up on me and refused to answer the phone again. This was all happening at approximately 10pm. I was left with nowhere to stay for myself/my family that night and had to scramble to find a new hotel. The entire failure of the reservation and then the way the hotel employee dealt with the situation was utterly unacceptable. The service and behavior of this hotel, and in particular, this employee is deplorable. This was by far the worst experience I've ever had with a Hilton...

If it were possible to leave a zero star review of this particular property I would do so. I did not actually stay at the hotel - this review is related to the terrible service I received regarding my reservation and attempted check-in.|First, let me note that we are Hilton Diamond members, so we only stay at Hilton properties and we are frequent travelers...|I had a reservation booked for June 5-9 for two connecting rooms. I have a copy of the CONFIRMED reservation for guaranteed connecting rooms, and I should note, we selected this particular hotel as they showed guaranteed connections as an option. When I attempted to check in to my rooms via the app the rooms were not connected or even located next door to each other.|I called the hotel directly and no one would answer the phone.|I then called Hilton, spoke to a customer service agent who ALSO confirmed that my reservation was confirmed for guaranteed connecting rooms. The agent attempted to call the hotel (while I sat on hold for 20+ minutes because no one would answer his call either). When he finally got someone on the phone they argued that our reservation was not for connecting rooms and informed him there were no connecting rooms available.|I was ultimately transferred to a couple of different agents and then finally connected directly to the hotel.|The person I spoke to (night manager/desk person on the night of June 5th) was the rudest Hilton employee I have ever dealt with.|She informed me that there were no connecting rooms available and then proceeded to argue with me that I didn't have a reservation for connections. I offered to send her the reservation confirmation as proof. She ignored me.|She said she could put us in rooms that were "close" to each other - I told her that was not an acceptable option as we had children travelling with us that could not be in a hotel room by themselves. I asked if she could at least correct the issue and reassign us to connecting rooms starting the following day and for the rest of our stay. Her response was that she didn't know if that was available and couldn't confirm it because she "didn't know who was working the next day".|I then told her to cancel one of our rooms and put us all in a single room with 2 beds plus a rollaway bed. It was at that point that the employee got rather nasty (and even more unhelpful than she already was) and informed me that she would not be taking any "demands" from me, started acting like she couldn't hear me any more (sarcastically saying "Hello? Hello"? Oh, I guess you aren't there?") and then hung up on me and refused to answer the phone again.|This was all happening at approximately 10pm. I was left with nowhere to stay for myself/my family that night and had to scramble to find a new hotel. The entire failure of the reservation and then the way the hotel employee dealt with the situation was utterly unacceptable.|The service and behavior of this hotel, and in particular, this employee is deplorable. This was by far the worst experience I've ever had with a Hilton...

We came to Houston for a concert. Prior to arriving, I did a lot of research looking for a hotel and the best area to stay in. There’s not a ton of tourism information for Houston (that I could find), and it’s a large city! So I thought others might find this review helpful. You really can’t go wrong with this hotel. It’s clean, easily accessible and in a nice safe neighborhood. ||Two important criteria I had were—1) in a safe neighborhood, and 2) have a good pool we could relax at. The hotel hit both marks. ||Located near the Galleria (and a short walk from the Hines Waterwall for those that like to explore early in the morning), the hotel was in a great, easily accessible area. We flew into Hobby, and it was about a 20 minute drive from and back to the airport. The hotel is close to the highway, but in a nice quiet neighborhood. ||We chose a hotel package that included parking. Parking is self park. If you don’t choose the parking package, the paper said it was $25/day to park. It was super easy—sign up online once and you are good to go for the length of your stay. ||The hotel also had a breakfast buffet. It’s $16, and included a lot of options. My husband took advantage each day. The Thursday night we arrived, we also bought dinner in the hotel. I’m not sure if that option is available every night, but what we got was really good. We also went to a great Mexican restaurant that was two buildings down. ||The concert— we had a rental car, but chose to Uber/Lyft to the show (at NRG Stadium). It was pretty easy, but be prepared to wait a bit to get back. We waited about an hour, and once the general concert traffic cleared it was easier. ||The pool—we loved it! It was a saltwater pool with a nice deck area and plenty of seating. Despite the heat, it was refreshingly cool! ||Finally, all the staff here is great! The room is cleaned every other day, but you can request daily cleaning if you’d like. The housekeeping staff was constantly cleaning all of the common spaces and kept it in nice shape! ||This wasn’t a downside for us, but one of the two elevators seemed to be out of order. It didn’t really affect much for us though. ||In all, this is a great spot to use as a base to explore the many areas of Houston, and outlying...