Home2 Suites by Hilton Houston Medical Center — Hotel in Houston

Here is one of the most honest reviews you will read. First of all, this is a very nice looking facility and could have easily been 5 stars instead of 2. Let’s talk about the good parts first. Hotel is beautiful w lots of amenities like a gym, pool and dog walk area. Plus they have plenty of parking. The staff was super nice and helpful as well. Now for the reasons they earned 2 stars. While the amenities are great, the mattresses and pillows are horrendous! Possibly the worst I have ever experienced in a hotel. Mattress was soft and worn and the pillows were small, cheap and offered no support. We woke up in pain every day due to these shortcomings. Also, our bed didn’t feel clean and welcoming. It felt gross and dirty on top of it being super cheap. This was a major part of why I deducted so many stars, as the bed(mattress and pillows) are kind of the most important part of a stay. To spend all of this money in nice amenities and then cheap out on the bedding is very short sighted. Next reason for points off was the dining room. Although beautiful and comfortable, the prices are ridiculous! I mean super ridiculous! After being at MD Anderson all day, my family were super happy to eat at the hotel and chill. We took a look at the menus and decided otherwise. Examples include $18 for a tomato soup, $14 for a kids peanut butter and jelly sandwich and $24 for a hamburger. You get the idea. For that kind of money we decided to eat at a nice restaurant, not the hotel lobby. This pricing was reflected in the fact that the dining room was virtually empty at dinner. I felt bad for the wait staff who live off of tips. Whoever’s idea for pricing like this missed the mark big time! If anyone from the hotel is reading this, I strongly suggest that you talk to the head of your housekeeping director and budget for better bedding. Also, get with whoever priced your dining menu and have them adjust it to more reasonable prices. I don’t mind paying more for a meal, but $18 for a tomato soup?? This is actually more than they charge for a lobster bisque at very nice restaurants. Firm these items up and you guys can easily be at 5 stars. Unfortunately, my family does not want to stay here again until you do. The beds were...

By far the best Hilton property we have ever stayed in with my family … or the best in comparison to any other brand like a Marriott or a Holiday Inn too for that matter! From reception (Robert, Elijah) to continued service over the 1 week we have stayed so far out of 2 more weeks remaining, this property has been tried and tested enough to assess them to a 5* rating.

The rooms are well equipped, thoughtfully styled (with enough storage space), large size refrigerator, microwave and toaster. Comes with a coffee maker too with housekeeping services which are superlatively the best of the very best we have seen. Each room is carefully made up or refreshed per a schedule which is predictable in service quality. We would like to recognise Yuneisy for her smiling service, Jack and his teammates for their engineering services. The manager must reward the entire housekeeping service for their tireless work - while sporting a pleasant smile with a “can-do attitude”!

The 24 hour gym and fitness center is well equipped and has the best of equipment we have experienced anywhere in the USA. This property also have a 24 by 7 complimentary guest laundry service with 3 pairs of washer-driers that is sufficient to cater to guest needs.

Property offers covered parking for a reasonable price of $15/night and has sufficient parking space in a separate multi-level parking complex.

The “Breakfast Hilton Team” as they like to call themselves are exceptional … Monique, Melany, Natalie, Angelica, Ana … all of them are just fantastic when it comes to rendering guest services. Otherwise, the usual American fare with bagels, croissant, fresh fruits and coffee. Nothing fancy but gets repeated over and over again that can make eating the same stuff every day boring - especially for us where we plan to be here for 3 weeks. Spread on the breakfast buffet is something that needs improvement.

Overall, the best hotel experience money can buy at a reasonable price point. This property comes highly recommended and we will stay here in all our future...

Dear Hilton Management,

I wanted to share some concerns regarding my recent stay in Room 528.

Upon arrival, I noticed the bathroom door was off its hinge, making it very difficult to close. Additionally, the toilet seat was loose, causing it to shift every time it was used. While I didn’t report these issues initially, they certainly impacted our comfort.

The more pressing concern was the lack of housekeeping service. I booked a three-night stay for myself, my teenage daughter, and my young son. We were only issued towels for one day, and when I requested fresh linens and towels—especially important as my daughter was on her cycle—I was told the room was scheduled to be cleaned that Sunday.

After returning from the pool, we found the room had not been serviced. I went to the front desk to request towels. Rather than offering to send them up, I had to wait ten minutes and carry them to the room myself. I also asked the housekeeper on our floor about the cleaning schedule, and he informed me our room was not actually on the list.

After 48 hours without any service, I finally spoke to the manager and requested that our room be cleaned, which was done later that afternoon. When I inquired about a late checkout, I was told noon would be complimentary and I could extend further for a fee. I was advised to confirm in the morning, but no one answered when I called. The in-room customer service QR code also confirmed a noon checkout.

However, at 11:15 a.m., a housekeeper attempted to enter the room, and shortly after, the front desk called asking when we’d be checking out. I reiterated that I had tried to confirm and that both the room guide and staff had stated noon was acceptable.

As a Hilton Silver member, I expected a higher level of service. The lack of responsiveness, cleanliness, and communication throughout our stay was truly disappointing.

I would appreciate a follow-up regarding this matter.

Sincerely, Nicole McDonald Hilton...