Hilton Houston Plaza/Medical Center — Hotel in Houston

BEWARE!!!!! DO NOT STAY AT THIS HOTEL.

Update: Someone from customers service just called me about my review and solved absolutely nothing. I STAND FIRM ON MY STATEMENT THAT HILTON DOES NOT CARE ABOUT THEIR CUSTOMERS.

This is by far the worst Hilton I've ever stayed in. I have no idea how they have a 4-star rating.

I chose to stay here for my birthday trip. It was a complete nightmare and honestly ruined my birthday.

When I checked in, they assigned me to the wrong room, even though I booked a specific room. They told me that none of the rooms I booked were available. I booked my room a week in advance so I don't even know how that happened.

The hotel is extremely run down. I changed my room 4 times before deciding to check out. After the second room change, they sent someone up to make sure the room was " clean" and I don't know how that was declared.

EVERY ROOM I checked into had an extremely strong smell of MILDEW. Quite a few people were requesting room changes due to the smell of mildew while I was in the lobby trying to get my situation handled.

The beds are extremely worn down. I literally sinked (not in a good way into the bed) when I sat on it.

I found a hair in the bed, which means that housekeeping is not changing the sheets.

Bathtubs were full of stains and grime. When I brought this to the front desk's attention, they told me that it was normal to have grime and stains in the bathroom because the hotel is old.

My parent's have lived in their house for 15 years and NONE of the bathtubs have grime, dirt or stains.

Toliets had stains as well.

When I spoke to Virginia about my issues, she was extremely rude, condescending, and aggressive. She laughed at me as I was explaining the room conditions, and talked over me multiple times and made aggressive hand gestures. When customer service called to see if she could do a room transfer, she declined. Customer Service told me it was an easy fix and she just was being mean and didn't want to do it.

I ended up checking in a lower star rated hotel that was 100% better than this Hilton.

A case was set up to address my issues, to which a manager is required to reach out. Virginia, nor Carla, or the GM have reached out to me till this day.

I spent over $100 extra just to change hotels, and over $120 on uber due to switching to a hotel that was a mile further away.

As for the comments asking for author's of bad reviews to contact customer support, there's absolutely no resolution. It's just to save face. Management needs to take their job way more seriously, because they seriously dropped the ball.

I have more pictures but...

Overall, my families stay at the Hilton medical center was decent but there is definately room for improvement in a few areas. Upon arriving, I walked into the main lobby where I found staff cleaning various areas and a bellhop eager to provide service, which is always nice to see. As I approached the counter to check in, I found 2 people working at the desk. After everything was verified, I was experiencing some difficulties with my card processing through the hotel system. After calling my bank and being told there are no problems on their end I went back inside and tried again and was met with a reluctant attitude for a resolution from the front desk supervisor Allen Jolivette. Another machine was tried and it processed without any further issues. After unloading my vehicle and bringing our items to the room, we found that we were not in the room we reserved, but had been upgraded and not informed during check in. After speaking with the front desk, they advised we needed to vacate the room and wait for our new room. Allen informed me that the room we went into had to be instected before we could be assigned a new room and he would come retrieve us when it was. Myself, my wife, and my 1 year old daughter sat in the lobby for almost 3 hours waiting for our new room to be assigned to us. The lobby started to fill with people waiting during our wait and then thin out. Upon approaching Allen to cancel my reservation and find a new hotel, I was informed that my correct room was in fact ready, but the key card system had been down while i was waiting and upon it coming back online, he was too busy checking in everyone else who arrived well after me and getting them to their rooms. No other excuse was offered as to why I was left to sit in the lobby other than he did not have time to come notify me. After getting to the correct room, the night and the rest of the stay was as to be expected with no major issues occurring in our 4 night stay. Towel sets had to be asked for more than I found necessary, the food from the lobby restaurant was pleasant, and all other hotel staff seemed friendly. Parking in the hotel garage was relatively easy, larger vehicles might have a difficult time. Most of the hotel was clean and tidy, as well as the exterior. I wouldn't mind staying at this location again or reccomending to a friend or family member. I spoke with a lady by the name of Karla, who is over the front operations of the hotel if I'm not mistaken. I explained to her my complaints and praises and hope the issues I have get addressed in the future for a more...

I'm just going to start off by saying this is probably the worst Hilton I have ever stayed at. Stay was horrible from the beginning When we check in like always they charge your card. That is normal. What's not normal is to wake up the next morning with a fraud alert to find out the hotel charged you again. So I'm now charged double for our room. No problem I think so I go down to the desk to get it resolved. Boy was I wrong. They proceeded to tell me that it's a glitch in their system that charged me again. So assuming they would make it right but once again I was wrong. They tell me that it can't be reversed until I check out then I will get my money back in 3-5 days. This was a charge of 747.16. So I called Hilton customer service for 45 minutes on the phone and transferred to 3 different people. To get hung up on. Nice to see they can take your money instantly but when it's to be refunded you are waiting. Hilton you have to do better. The 2 lady's I spoke with that night at the check in desk were about as rude as it gets. But it continues to get worse the entire stay.

We booked through a team booking. Because we were in town for an AAU basketball tournament.

We were told our stay included free breakfast to get an email week of our stay to tell us breakfast was not free but was 20 dollars a person.

Specifically asked if they had a pool. We were told yes they had an outdoor door. Guess what when we get there the pool isn't open it's being repaired.

Ice machines? Oh no they don't have those. But you can get a bag of ice from Starbucks in the lobby.

Air sucked in our room. The bedroom was so hot you couldn't sleep. It was like taking a shower in a sauna because there was no air in the bathroom. There is a sign in the bathroom that says keep the door closed while showering because steam will set off the smoke alarm. So either take a cold shower or sweat your butt off after you get out of the shower. The only way to get the room cool was to turn AC down to 65 which in turn caused water to drip out of the ceiling light in the bathroom. Without an exhaust fan in the bathroom the ceiling in the shower is molding. There is a hole behind the door in the half bath from the door stop missing and not being replaced.

I could definitely continue on but this pretty much sums up our experience at the Hilton. This is definitely not the Hilton to stay at in Houston. We are checking out today so let's see how long it takes for my money to...