Home2 Suites by Hilton Houston Westchase — Hotel in Houston

This was by far the worst Home2 Suites location that I've booked here in Houston and elsewhere, and I've stayed in many. The rooms were decent with the usual setup. The facility looked nice, but it's the subtleties that excel the other locations over this one.

The breakfast was subpar borderline terrible. Places like this need to understand that there is a multitude of people who don't eat pork. I mean, it's 2025. It's not even taboo anymore. I paid for my stay just like everyone else, so I should have the option to have warm meat for breakfast.

I shouldn't be forced to eat vegan or vegetarian. There's a big tray of pork sausage next to a tray of vegetable omelets with diced ham. Why? I know it costs a little more to serve turkey or chicken patties because I know that the pork is dirt cheap, but it's a better option. Or how about just serving a tray of scrambled eggs? Eggs and toast will suffice. Then, you can have a tray full of all the pork you desire to serve.

Maybe it is a money issue, either you're in the red or just greedy and lazy because the apple juice was watered down, AND the orange juice was watered down. So you were basically offering people apple and orange water because there was nothing juicy about it. Lemon water works, cucumber, but apple and orange water? I don't think so.

And I won't even mention the pretentious prick of a clerk that checked us in pretending to be someone that he wish he was because I had no heat in my room and he was talking to me like I was 6 years old and ignored my other phone calls to the front desk.

I called a few times, and the last time, the phone ranged several times. When I immediately went down to find him, he was sitting there on his laptop having a slice of pizza. So he ignored my call because he didn't want to deal with the issue.

Maybe it's just a lack of training, so I'll give you the benefit of the doubt. So here is a lesson in customer service. I ll do this one for free.

Wanting to be professional is great, but don't exaggerate it . Otherwise, you will portray yourself as pompous.

But anyway, you all can keep that loser of a clerk and this facility. I will stick with the other much better locations. Thanks anyway. I wrote the above review before I talked to the manager, Dwayne, and before the elevators went out. My 74 year old mother had to come down the stairs from the 4th floor. Thank God we were checking out, so she just had to ease herself down with help.

I spoke with the manager, and he apologized for the elevators and Micheal's behavior. He told me that Micheal's behavior was unprofessional. Yes he needs more training. Dwayne was professional and offered to compensate me somehow but couldn't because I booked through Expedia. He gave me his card. Bernard was very helpful and courteous. He had a nice vibe and positive disposition. He deserves some recognition. I believe another helpful person was named Ian? I think that was his name. I kept hearing music playing late at night but I couldn't determine where it was coming from. Ian came to the room and said he would investigate. He found out that it was music playing on the balcony that he couldn't turn off. How ridiculous to have music constantly playing all night disturbing...

Mr. Scott, Mr. Schuyler & Corporate Office,

I booked a hotel stay for my son's first game in town. I WILL NEVER book here again!! First, the front desk agent, though she was nice enough to me, was nasty with every other person who checked in. I waited 10 minutes to check-in. The others seemed to have been there for quite some time longer. I was told, the room that I booked and paid for, as a handicapped guest, was not available at all. I was offered a chair that I could use in the shower as I cannot stand up for long to clean myself. Strike 1.

I checked in. I was given room 223. There were no handicap spaces available, so we parked around the building, behind the pool, and walked through the lobby carrying a chair for the room that should have included a chair for me. Upon getting to room 223, it was not ready. It was never cleaned and reaked of old garbage. The cleaning ladies, who spoke no English, told us to move to room 231 and that it had been cleared with the front desk. I went into 231 to rest. The cleaning lady ran back into the room that was now assigned to me, to retrieve her phone. Strike 2

I sent my husband to swap out the keys because by this time, I had begun falling again, and could not move until I rested. My husband returned about 5 minutes later, visibly upset. At that point, I figured we would be moving again. He told me that the cleaning lady beat him downstairs and had a back and forth with the front desk agent. Though they spoke in Spanish, my husband listened to this conversation and realized that the front desk agent said we could not have room 231, which was given to us because 223 was not available and that she (the cleaning lady) should have never given us that room to begin with. My husband carries a minor in Spanish, and is also as fluent as I am. The front desk agent handed him a set of keys with no further explanation or conversation to another room. Strike 3.

I went back to 223 to retrieve my food that was inadvertently left in the room, only to find that it was thrown away. Now, I am angry. We moved to 426, the new room. I called down to the front desk and asked for the manager, Mr. Scott. I was told that he was not in and asked if a message could be taken. I responded, "Does he not have a voicemail that I can use?" I was told to hold on and seemingly transferred. Then, I was hung up on. At that point, I was done. I grabbed my phone and went downstairs to the original rooms to take photos. The two ladies who were responsible for cleaning the original rooms began saying some pretty nasty things in Spanish, until I responded in Spanish. Then, the older one who appeared to be a manager told her, to shut up as I speak fluent Spanish, in Spanish. I won't get into what was said, but run your cameras back and see/hear it for yourselves.

I have already shared most of this information via my social media channels- with pictures- as I have no plans on dropping this situation anytime soon. Additionally, I am certain you are aware that this is an ADA compliance violation.

Update:

I fell because the room was not handicapped accessible. I am now in the hospital. When I checked out, noone would listen to this and REFUSED me contact with the manager...

Such a lovely hotel conveniently located close to chinatown. Plenty of food options less than a 10 minute drive. The area itself was very safe as it was surrounded by corporate offices. At the time we were there, they were working on rebuilding the park next to it but the construction did not bother us at all as the rooms kept the noise out very well.

There is a 24 hour gym and an outdoor pool, both very nice. There is a breakfast buffet every morning that consisted of eggs (sometimes scrambled or omelet style), sausages, waffle maker, bacon, yogurt, fruit, cereal, coffee bar.

Our overall sat was very pleasant. Our room was a suite so it had a kitchen which was very convenient, especially with a microwave to reheat our leftovers. The dishwasher also came in handy for disinfecting the plates and cups that were in the room.

I gave this place a 1 star deduction as the check in process was very disorganized and unpleasant. Normal check in is 3pm. We called them around 1pm to see if they had any rooms available and if we could check in a little earlier. The person on the phone said yes, we have rooms available for an early check-in so we headed over. Upon arrival, there was only 1 staff working and she said no, there are no rooms available and to come back at 3. That already gave us a very bad first impression. So we left and came back a little after 3pm. Now when we arrived this time, there was still only 1 staff working and a line with a few families waiting for their rooms. She took our name and said they are a few people ahead of us and to take a seat and wait.

Well, we waited for 30 minutes and then we noticed a change of staff at the front desk so we went to ask what was going on. Apparently the prior front desk didn't put our name in the system as arriving so we weren't in the queue. Finally, after another 15 minutes or so, we were given our room. They kept apologizing saying it was a long weekend. It seems like they have a shortage of staff and very few cleaning ladies as most hotels would increase staffing for long weekends as it is almost always much busier then. Staff looked overwhelmed with their workload. We had requested an extra pillow and they were so busy, they could not bring it to our room directly, we had to meet them at the elevator.

Overall though, the stay itself was very enjoyable. No other...