Home2 Suites by Hilton at the Galleria — Hotel in Houston

If I wrote out every detail that happened while staying here, it would end up being a novel. I travel for work and have stayed here a few times prior without any issues. The events last stay has made it so I will never step foot in this hotel again!!

Long story short, my boss and I had to deal with 4 different employees, all of which had different answers, in order to figure out how he could prepay for my reservation. Every time someone told us we had to do an additional action to make it work, it still ended up being wrong or not possible.

The night auditor, Kenneth, is by far the worst Hilton employee I’ve ever come across. He was rude, condescending and absolutely unwilling to assist me...was even laughing under his breath at my frustration. He went as far as to tell me that within the 20 mins (at 5am) I left to go to my car (trying to find another hotel so last minute), their rates had gone up...but that he would manually change it back to the original price even though he “would hear about that later”. Are you kidding me??

Additionally, used soap was left in my shower from the previous guest, sheets were stained and housekeeping entered my room while I was still sleeping every morning I was there - even though I had my Do Not Disturb sign on. Why would you enter my room then?!?

I ended up filing a complaint with Hilton for this property and customer service noted in the complaint to have the GM reach out to me, speak with me about my experience & consider issuing me a refund. A week had gone by without a word. I called customer service back and was notified that the GM denied the request to speak with me and wouldn't issue me a refund. Hilton's Corporate Customer Service ended up taking care of me.

TERRIBLE CUSTOMER SERVICE at this property. Many other nice Hilton hotels in the area - this may seem like a value but, the nightly deposit charges and parking fees start to rack up...spend the few extra dollars and take your...

This place is a bit of a mixed bag.

The good: To be fair, there are some very professional and friendly members of this team. The bed was comfortable, and the room was decent. Nothing fancy, but stull decent.

The bad: Having said that, the management team seems to fail on a couple of key factors. First and foremost, they fail to listen. The female I dealt with seemed more interested in telling me what she would do instead of just listening to my issues. She would talk over me instead of making me feel as if she were hearing me or truly even listening. She promised to follow up the next day and so far has failed to do so.

The ugly: initially, I was put off by the fact that on the app, it gave me a "free" option for parking, which I chose. Upon arrival, I learned that I truly did not have a choice and that I would have to pay $15.00 per night for parking. When inquiring about the charge, I was told that they could not do anything about it since the parking was handled by a third party. The shower in my room seemed to not seal correctly, and each time I would shower, it would leave a puddle coming out of the bathroom into the kitchenette area. I notified the desk about the issue, and they immediately went to set that straight. The issue following whatever they did, someone had put the deadbolt out so the door would not close at all. Upon my return from my day's activities, I found my room had been left unsecured with my belongings inside. Luckily, I only had clothing in the room, but still.... I am a bit peeved about that!!! Back to the paid parking... it is supposed to be secure, and there were several times when the entrance to the garage was stuck in the open position, and anybody could have entered and left as they wished. These were not small issues to contend with. When I stay anyplace, I want to feel safe and secured. This place just did not give...

Our stay at this Home2 Suites was mixed in terms of good and bad. The good: Rooms are nice and spacious with small kitchenettes and good sized refrigerators. The room layouts were nicely done. The location is also ideal, close to the Galleria mall and many nearby restaurants. The continental breakfast was fine, with what you would typically find at any hotel. While we didn’t bring ours, pets are allowed on the 5th and 6th floors. Rooms were also quiet from outside/street noise. Now the bad: Service was horrible. The check-in process should have been a red flag, as the woman at the front desk was unwelcoming, unfriendly, barely spoke, and never smiled. Throughout our stay here, the rest of the staff appeared to behave the same. We called the desk at night for extra pillows, and were put on hold twice. On the third time we called back, we were told to come down to the desk ourselves to grab some. There were other little nuances too - when trying to get off the elevator, a male employee pulling a large dumpster bin tried to get on before letting us off. When we asked if we could get off first, he seemed annoyed as he waved us off and still continued pulling the bin onto the elevator. You figure if this sort of behavior is happening with all the hotel staff, does this start at the top with the General Manager? Staff need more training on customer service for sure. While service was the most disappointing aspect of this hotel, there were minor problems with the room, such as small bathrooms, lumpy bed mattresses, and too few pillows (3 total). A/C also didn’t seem to work consistently, and we continually had to get up to adjust it and turn it on, even when set to auto. Overall, if we came back to Houston, we would definitely not stay at this...