Hilton Garden Inn Houston NW/Willowbrook — Hotel in Houston

My husband and I were assigned room 402. This is January 10th, the weather in Houston that day was very cold. When we entered our room the thermostat read 56 degrees Fahrenheit. Tired and jet lagged we bumped the heat up and rested for a bit hoping the room would warm up, 2.5 hours later the thermostat read 60 degrees and only cold air was blowing. This was the start of our nightmare at Hilton Garden Inn NW/Willowbrook.

Room 1: We called down to the front desk where the phone was answered and then put down as I could hear someone checking someone in on the other end. I waited for about two minutes before I just had my husband go down to the front desk to ask for extra blankets and for a maintenance man to take a look at our thermostat. When the maintenance man arrived he simply entered the room. No knocking or greetings, he entered empty handed and realized he was going to need his tool kit. When he returned and did some tinkering in the bathroom he informed us it was broken and that he would tell the front desk we need a new room.

Room 2: We arrived at the front desk luggage in hand where we were met with a general manager with the last name Patel. She didn’t mutter even a “sorry for your inconvenience” she simply asked if the second floor was fine and reassigned our room. No apologies, no eye contact, just a rude interaction. We got to our new room and open tapping the card on the door and turning the handle the door key component fell off. It was clearly broken and haphazardly reconnected to the door. I took the piece that had fallen off and descended back to the front desk. We encountered the head of housekeeping (I’m assuming) who didn’t seem shocked to see the broken fixture in our hands.

Room 3: Again we are at the front desk, this time a gentleman, with no name tag but somehow even ruder than the last desk attendant. Reassigned a room to us on the 5th floor and requested the housekeeping lady to escort us to our room as if we were the ones causing issues. We entered the room to a flickering lamp clearly in need of a new bulb that the housekeeper hastily shut off. Upon entering the bathroom and opening the toilet seat I was appalled to find a black mold stained toilet that did not budge even after multiple flushes. I turned around to use the microwave to find crumbs of food in there from the last guest. Disgusted and frustrated I called down to the front desk to ask if housekeeping could be sent up to clean the toilet and microwave which the gentleman who had given us the third room key shouted back, “I don’t have anymore rooms we are at capacity” (They were not the parking lot was empty) I responded that I had not requested a new room simply a touch up to clean the obviously missed spots in the THIRD room we had been assigned. The head of housekeeping came back and told me the mold was just “sand” and that all the toilets are like this and it would go away when you flush, but when she flushed,the stains remained. Then I pointed out the microwave plate which she removed, took to OUR bathroom sink used a Kleenex and cold water to wipe it off. Disgusting, unhygienic, and appealing attitude from this woman. I realized these people were not eager to give a clean or hospitable experience to us and so I reached out to Hilton Customer service so that they can mediate a cancellation because the gentleman downstairs was hell bent on fighting me about his unkept, filthy, deteriorating hotel. When we left he had finally decided to put his customer service hat on and smile and wish us well which I know was only because the corporate team had just reached out to him and he was attempting to save face. DO...

First, let's talk about the good, which there wasn't much. The entire hotel staff is very friendly, and the location is great. Now, for the bad and there was plenty of it, particularly during this recent stay. Even though the hotel staff is very friendly, I got the feeling that they either lacked a sense of urgency or have become somewhat jaded as they hear folks complaining. There were so many things wrong this time around that I actually had to make a list throughout the stay so I wouldn't forget anything.

Upon checking in, I realized that they had not left any bath or hand towels at all in the room, yet they had left 3 floor mats, so I have to go downstairs to request towels. The bodywash dispenser was completely empty so, again, had to make a trip downstairs to request that they bring some to my room. The TV remote was not working and had to go downstairs to complain, at which point they handed me a remote that is used by the front desk for the TV in the lobby and was told they would come upstairs the next morning to swap the remote, which they never did. One of the pillowcases had a large stain of what appeared to be blood.  When I went downstairs, there was another guest complaining that his sheets were also stained with blood, which likely speaks to the lack of care by housekeeping when attending to the rooms.  Left the pillow on top of the sofa with the stain in plain view hoping they would come upstairs and address the issue.  However, all housekeeping did 2 days later was to place the same pillow with the stained pillowcase on the bed. One of the blackout window curtains is coming loose at the top, which lets a lot of light in. Breakfast vouchers were not provided upon check-in, so I had to request them the next day.  When I did, they gave one even though my stay was for 4 days.  Therefore, the next morning I had to go back to front desk and request additional vouchers. Continental breakfast was mediocre with hardly any options; I had not seen breakfast so bare in any of my Hilton stays. One day is excusable if, for instance, the delivery truck never came in, but 4 days to me translates into the purchasing depts not doing a very good job to keep tabs of inventory and order more food when needed. Room lighting is very poor even when turning on every single available light. Bathroom fan is very noisy, as if something is loose in the unit. Digital key using the phone worked at most doors, but not so well in the back door to the...

After reading many good reviews, I chose this hotel for my disabled mom to stay while her home is renovated from freeze damage. I reserved a handicap accessible room for her safety- specifically requesting a room with WALK-IN/ROLL-IN SHOWER - upon arrival the room assigned was a BATHTUB! (203) Nonetheless I was able to help mom take a bath using a stool in tub(not safe but made it work) Grab bars at toilet are only for right handed guests - rooms need to be configured so left handed guests have a grab bar at toilets - very unsafe. Next the bed height is tooo high for my disabled mother to get in the bed without a struggle. After speaking with the super nice front desk folks ( Shaq and Wendy) - they assisted with finding another room (104) which was to have a King-bed , roll in shower and a pull out sofa that would be lower for mom to sleep on. Rushing back the next day to the hotel to move her to new room - (no one offered to move her on my behalf ) after loading the luggage cart up we were sent to Rm 103 - to discover double beds, no sofa but does have roll in shower - Rm 104 had been rendered “out of order“ unbeknownst to us! Thus we could have just stayed in original room! Additionally, Rm 103 is configured where bathroom door opens to the left blocking the room door- this design is very much a safety hazard in the event of an emergency- if the bathroom door is open no one can get in or out of room due to the blocked room door! Additional problems are filthy microwave - no one cleaned from last guest, of the menu items offered-minimal selections are available for lunch/dinner, breakfast bar didn’t have plates cups or utensils to place foods on or eat with (guess we are supposed to use our hands) and lastly the WIFI signal is sooooo weak it will not reach the room for any devices - had to stand near OPEN room door for it to connect. It is basically useless UNLESS we upgrade to paid WIFI. We will be researching new accommodations as this location is not truly conducive for handicapped guests. The room features are not very safe - design needs to reconsidered for disabled guests of varied conditions.

Hilton has always been a great hotel selection over the years but this location is in need of major attention - I request the Hilton upper management take some time to visit their properties to get a view of the rooms and amenities guests are faced with. Conrad Hilton would...