Hilton Houston Westchase — Hotel in Houston

To the Hilton Customer Service Team,||I am writing to formally express my extreme dissatisfaction regarding my recent stay at your hotel located at 9999 Westheimer Rd, Houston, TX 77042-3802, from July 23rd through July 28th. Unfortunately, my experience at this property was unacceptable and has left me deeply disappointed with the Hilton brand.||Room Assignment & Guest Placement||Upon check-in on Wednesday, July 23rd, my profile preferences—which clearly indicate a room on a higher floor away from the elevator—were not honored. While I understand that requests are subject to availability, it was particularly disheartening to be placed on a floor filled with children, away from my fellow attendees of the Heavy Hitters Pride (HHP) event. This placement not only disregarded my preferences but also contributed to a disruptive stay, with children repeatedly running through the hallways, knocking on doors, and causing significant disturbances.||Lack of Microwave Access||A key issue that compounded my frustration was the lack of a microwave in the lobby, which was available during my stay last year. This amenity was removed under new management without informing guests at check-in that microwaves could be requested for in-room use. By the time I learned of this option, I had already discarded nearly $50 worth of food.||When I approached the front desk, a staff member named Ty informed me microwaves were available on a first-come, first-served basis and at a $10 nightly fee—a policy I accepted. However, I later discovered that a peer who checked in after me had a microwave in their room without requesting or paying for it, leading me to believe that this policy was inconsistently applied. I brought this issue to the attention of General Manager Jay Haratsis, who listened passively and offered no meaningful resolution. His response came across as indifferent, if not dismissive.||Hygiene Violation: Soiled Bed Sheets||The most disturbing part of my stay occurred on Saturday, after returning from the pool. After lying down for a nap, I woke up feeling itchy. Upon checking the bed, I found dried fecal stains on the sheets—an appalling and unsanitary discovery. I was horrified and immediately showered, though even that did not ease my discomfort.||When I reported this to the front desk the following day, three managers came to my room. Instead of addressing the issue with professionalism, one of them shockingly insinuated that we were responsible for the stains. This accusation was not only false but deeply insulting. Fortunately, I had taken photos of the stained sheets (though I am hesitant to share them due to their graphic nature). Thanks to my routine of requesting extra linens, I was able to handle the situation myself in the moment.||To date, I have not received any follow-up communication from Mr. Haratsis or anyone on the management team regarding this serious issue.||Unprofessional Conduct by Staff||Furthermore, Ty, the front desk staff member, called my room after I mentioned her name to Mr. Haratsis regarding the microwave policy. She questioned and argued with me about what I had said, which I found completely inappropriate and unprofessional. She even confronted me again in person when I returned to the front desk for a wake-up call.||Final Thoughts||While there were a few staff members who treated me with kindness and respect—particularly a young African American woman at the front desk whose name I unfortunately did not catch—this does not overshadow the overall horrific experience I endured.||I have stayed at Hilton properties for years and have never experienced such disregard for basic hospitality, cleanliness, and guest service. This was without a doubt the worst hotel experience of my life. I will never stay at this property again, and I will strongly advise others in my network, particularly within the HHP community, to avoid this location as well.||I hope Hilton takes this complaint seriously and conducts a thorough investigation into the conditions and conduct at this property.||Sincerely,||Jonathan Austin ||#478631519 – Hilton Honors...

Literally stay anywhere else that’s available! The only good thing about this place is some of the staff emphasis on some. And it’s Location everything else if I could give less than one star I would have. I had such a bad experience that I’m actually taking time to write this review. Whomever runs this hotel should feel bad for what they’re charging to stay at this deteriorating property. It is so outdated and unmaintained I’m surprised the fire marshal hasn’t come to shut them down. I personally don’t mind A property being older, but it at least has to be functional and not on the verge of dilapidation. let’s start at the beginning. Check in went pretty seamlessly. Went to my room dropped my bag went to wash my hands and as I’m washing my hands I’m hearing a splashing sound and all of a sudden, my shoes and pants were completely soaked the drain for the sink in my room disconnected and rusted. You can’t make this stuff up so then I called down to the front desk. I’m like no big deal. Maybe somebody was working on it and forgot to finish the repair that wasn’t entirely the case. The person in charge of maintenance at this facility should be fired immediately , the next room I went to the first thing I checked, which one would think you wouldn’t have to look under the sink to see if there’s actually a drain for the used water. This time around there was a drain pipe that was connected to the sink, but this time around the stopper that prevents any small items from going down the drain was completely completely missing. so I called back downstairs. This should be a simple fix. Just have someone put one on. So I let them know that hey, I’ll be in the gym for a while so that should give them plenty of time to make the repair. Upon my return not only was the repair not completed. The maintenance person had the audacity to say he knocked on the door, but there was a do not disturb sign on the outside. Mind you I literally walked in the room, put my bag down and went to the gym at no point did I ever do such a thing. so the front counter called him downstairs and he had the unmitigated gal to look me in my face and say are you sure you didn’t put the sign outside. At that point I had already mentally checked out and was ready to just leave but I was like “you know what I’m already here just get through this. Maybe they’re having an off day.” There was just an onslaught of other events that I’m not gonna go into too much detail, but here is a small taste. There was a fire alarm that went off and at no point was there an announcement or any member of the staff directing anyone whether it was a test or the real thing but just as a precaution I went outside and lo and behold here comes the firetruck, but yet the hotel was not evacuated and at no point did anyone ever say what was happening? I shared my concerns with the Front counter and Hilton. They offered me additional Hotel Points for the inconvenience and upgraded me to the “penthouse” if I stayed again. So I agreed to see how they would fair, giving them the benefit of the doubt and giving them a second chance. This is where I made a huge mistake! Their penthouse room had peeling paint, water, stains, bubbling, paint, rust spots, etc., and this is what they called the penthouse. And in case you doubt me, oh yes, I have photos. so I called down to the front desk and whomever I spoke to at that point said oh I’m sorry but nothing ever happened. No one came to look at it. No rooms were switched. It was just poor service all the way around. i’m not even gonna get into all the nonsense that took place at the restaurant that’s attached to the hotel. I’ll have to save that for another Google review. The one saving Grace the restaurant had is there was one lady there that was extremely nice and actually seem to care. I will be in the Houston area for the next six months on business and had planned to stay there during this time, but after all I experience there, never again! I am currently staying at a completely different property and will never go back...

To the Hilton Customer Service Team, I am writing to formally express my extreme dissatisfaction regarding my recent stay at your hotel located at 9999 Westheimer Rd, Houston, TX 77042-3802, from July 23rd through July 28th. Unfortunately, my experience at this property was unacceptable and has left me deeply disappointed with the Hilton brand. Room Assignment & Guest Placement Upon check-in on Wednesday, July 23rd, my profile preferences—which clearly indicate a room on a higher floor away from the elevator—were not honored. While I understand that requests are subject to availability, it was particularly disheartening to be placed on a floor filled with children, away from my fellow attendees of the Heavy Hitters Pride (HHP) event. This placement not only disregarded my preferences but also contributed to a disruptive stay, with children repeatedly running through the hallways, knocking on doors, and causing significant disturbances. Lack of Microwave Access A key issue that compounded my frustration was the lack of a microwave in the lobby, which was available during my stay last year. This amenity was removed under new management without informing guests at check-in that microwaves could be requested for in-room use. By the time I learned of this option, I had already discarded nearly $50 worth of food. When I approached the front desk, a staff member named Ty informed me microwaves were available on a first-come, first-served basis and at a $10 nightly fee—a policy I accepted. However, I later discovered that a peer who checked in after me had a microwave in their room without requesting or paying for it, leading me to believe that this policy was inconsistently applied. I brought this issue to the attention of General Manager Jay Haratsis, who listened passively and offered no meaningful resolution. His response came across as indifferent, if not dismissive. Hygiene Violation: Soiled Bed Sheets The most disturbing part of my stay occurred on Saturday, after returning from the pool. After lying down for a nap, I woke up feeling itchy. Upon checking the bed, I found dried fecal stains on the sheets—an appalling and unsanitary discovery. I was horrified and immediately showered, though even that did not ease my discomfort. When I reported this to the front desk the following day, three managers came to my room. Instead of addressing the issue with professionalism, one of them shockingly insinuated that we were responsible for the stains. This accusation was not only false but deeply insulting. Fortunately, I had taken photos of the stained sheets (though I am hesitant to share them due to their graphic nature). Thanks to my routine of requesting extra linens, I was able to handle the situation myself in the moment. To date, I have not received any follow-up communication from Mr. Haratsis or anyone on the management team regarding this serious issue. Unprofessional Conduct by Staff Furthermore, Ty, the front desk staff member, called my room after I mentioned her name to Mr. Haratsis regarding the microwave policy. She questioned and argued with me about what I had said, which I found completely inappropriate and unprofessional. She even confronted me again in person when I returned to the front desk for a wake-up call. Final Thoughts While there were a few staff members who treated me with kindness and respect—particularly a young African American woman at the front desk whose name I unfortunately did not catch—this does not overshadow the overall horrific experience I endured. I have stayed at Hilton properties for years and have never experienced such disregard for basic hospitality, cleanliness, and guest service. This was without a doubt the worst hotel experience of my life. I will never stay at this property again, and I will strongly advise others in my network, particularly within the HHP community, to avoid this location as well. I hope Hilton takes this complaint seriously and conducts a thorough investigation into the conditions and conduct at this property. Sincerely, #478631519 –...