Hilton Garden Inn Houston Medical Center — Hotel in Houston

I have to say my entire stay was wonderful even it was just one night. The room was clean and everything was perfect. It was supposed to be a free one night stay including free breakfast and self parking. Thanks to my company, they gave me a certificate with all the reservation details. The certificate literally stated TWO times for a free one-night stay and other details. The certificate was also presented on-spot upon checking. The front desk also returned the certificate back to me. It should be a 5 star experience.

However, it made a twist turn after we checked out. I was charged for the room reservation. I called, explained the situation and kindly asked for help. The front desk person (I assumed his name is Juan based on the contact email he provided and a later phone call) who answered my call had a rude and impatient attitude arguing the certificate only honered free breakfast and self parking. He insisted that there was no free stay at all. He didn't want to listen to me but insisted that the certificate only offers free breakfast and parking. I asked if he has a copy of the certificate because that was literally written on the certificate. He said a straight NO to me (how could a hotel front desk/customer service be so affirmative to argue about something when having nothing in hand???). He then requested me to email him a copy and he would look into that. I told him I will and say good bye. He HANG UP the phone on me with no response!!!! I was just shocked for what I had experienced.

He later called back to confirm the certificate and the free stay after I emailed him the copy. However I was informed that there was no official or original certificate provided so they could’t issue the refund (that's also what he mentioned and kept saying on the phone that “he was informed…”) he said a refund will only be issued after the original certificate is received by the hotel. (Which I presented upon check-in)

I told him I will go back and turn in the original copy of the certificate and say good bye. AGAIN, HE HANG UP ON ME!!!! No apology, any expression of sorry, no manner at all. I am able to go back to the hotel and show the physical copy of the certificate simply because I live in Houston area (what if other people who are out of state? Or image if they take the original copy away and claim that they never receive it?) This kind of customer service totally doesn’t make any sense as he kept repeating “I was informed”to let you know.

I would have to say this kind of customer service is totally unacceptable, unprofessional, and genuinely disappointing. I could give the hotel 5 stars on everything else but only because the front desk’s super rude and unwilling to help attitude, I would just rate one star...

THIRD update. I am not pleased with the response to my 2nd review. Still a cut and paste with no offer to speak to me. I did a search on house keeping and find 5 other reviews with the same issue as mine. Obviously this hotel isn't going to fix this problem. I have to believe it is coming from the top to do business this way. So as promised, taking off a star.

SECOND time reviewing. Manager. please see my attachment of my first review and your promise to me if I gave you another chance, this would not happen again. So, I did. And guess what? It did happen again. Housekeeping came banging on my door at 8.30 am on my one night there getting much needed sleep. my daughter has been in the hospital several days and I wanted to get rest nearby. Lady shouts Housekeeping! and bangs on door. I did not answer this time because I wanted to see what she would do. and swipe... in she came. I have a question. If I had been down to breakfast and I wasn't there, would she have cleaned my room? I think not. I believe that they have been instructed to wake people up to ensure they check out early. That is the only thing that makes sense to me.

And this is no surprise, I called the desk to speak with the manger and they were in a meeting. I explained what happened. Reception promised they would call back. No call.

I want a logical reason why this happens. Not some auto response. If you send me a comment that looks like the last attached comment, I am changing my star to 1.

Sad to rate you this low. The room is nice. But when you have the housekeeper function as an alarm clock, you are not a restful hotel.

FIRST REVIEW...you had me at hello, and you lost me at goodbye. when i pay 150 for room for REST, i do not expect to be awakened at 8am with a loud knock and a shout of "housekeeping" good grief. you are in the med center. people need to sleep! this needs to be changed. the only reason they are doing this is to wake people up and get them out of there. guess what. it worked. but it cost you two stars.

i don't even feel like writing about the good things because i...

This hotel has been a God sent blessing for my family during a medical crisis with my mother in law. We stayed at Home2 suites by Hilton medical center, we’re forever hooked, that’s where we will go, we love them! During this two month journey we was blessed & thankful to come across this hotel. We was back & forth living there & in that time the staff was there for my family, they went out of their way more than I can explain. They were very understanding, compassionate & absolutely showed phenomenal customer service & very accommodating. They made us feel at home, we had zero complaints. Very nice & spacious rooms, clean & housekeeping stayed on top of everything. They have a great complimentary hot breakfast, the laundry facility is complimentary, they even provide the laundry soap and other amenities!! You will not regret your visit! THIS IS A 5 STAR HOTEL! The staff is amazing and they also have dinner from 5pm-10 pm and the food is out of this world. And they have also have shuttle service and both drivers, Victor and the other gentleman (I wasn’t able to get his name), are very polite and awesome drivers! A special shout out to Eleni, Richard and Taylor which are very awesome supervisors and they made us feel at home and helped us with our every need! They are blessings to my family! Also special shout out to the front counter staff Ana, Scarlet and Veronica as they helped us out tremendously! Also I’ll add, it’s worth it to join the Hilton honors reward program which is totally free and there is a lot of benefits that goes with the program. I want to send thanks & love to everyone in this hotel! I promise once you stay here you will not want to leave!! My daughters enjoyed the complimentary fruit, punch, & cookies at the front desk they put out. They do have free cold bottled water, that helped us a lot going back & forth to the hospital. This place is 5 stars...