Home2 Suites by Hilton Houston Willowbrook — Hotel in Houston

I do not understand how this place either has this rating. Eric lets his workers come dressed like they want , and do what they want and he really do not care. I had a mishap of time there after being there 7 days thinking I had another day to go. Well I asked the rep if I could go and rebook the room for that stay, he said we don't have any rooms left, meanwhile Im still in the room i am talking about. Then he said it would be regular room rate to stay here, so I said thats okay I will go ahead and get my things and leave. Well not once did he say that I was in that moment being charged an additional fee. In fact he didn't even charge me that night , he waited until the next day to charge me after I had already left the state to go back home, then I call him and he said Oh I forgot to tell you that it had slipped my mind, but it didn't slip your mind to charge me tho, the very next day at 6:38 in the evening. He then says the systems were down due to the storm, but the storm was on Thursday and him and another co worker Shelby was actually checking people in while i was standing there ( old review) New one down below for Mr. Eric Howard. Response to Eric Howard,

Funny that you are the one that has a different version of what happened. In fact I know that you are not the one answering these reviews. You do not even know what goes on at this hotel since you are out most of the time, really all of the time. You see I was not even going to go into further detail about what I really saw, but since you are a GM are trying to back a lie, hide truth and be sarcastic while doing it. Lets start with the marijuana smell coming from your employees while they are on the clock, lets talk about how they show up for work smiling like they baked in a plant of it. And second how I was served sour orange juice on my second day there, Your breakfast worker said it was nothing wrong with it until your morning manager came and tasted it and had it immedialtely changed out, because it in fact was sour and not safe to serve Guests that day. Not to mention hardly no one takes pride in their cleanliness and personal hygiene, and other than the maids themselves that hotel is really not worth the money that you charge. And while I advised your employee of our conversation being recorded he did in fact tell me that oh I forgot to tell you that I was going to charge you even if you left, and all you can say is oh our version of what happened is different when I have audio proof. Johnny very well knew what he was doing. If I was so wrong, why not charge me then and there? You see its best you focus on making that hotel a better place for whoever stays there and not worry so much about tryintg to invalidate my experience when just like the smoke your hotel staff gives off your information is second hand, my experience is what it is I was there , you wasn't. And as for you saying find another hotel, I'd be glad to. Have a good day and learn to take accountability!!!! And Johnny next time you want to respond as the GM please make it...

My husband and I stayed at this location Nov 26-30-2024. We checked in, went to our room, dropped off our items, and headed out the door until the next day. We noticed an odor when we opened the door to our room, but mentioned this to the desk clerk on Thursday. The desk clerk advised that someone would be coming to check on the room. On Friday, a maid came to bring towels, and other items for the room. Again, no one came to check on the room. Saturday morning we checked out at 6:56am. I spoke to the desk clerk letting her know that there was an unresolved issue with our room. She asked about the issue. I explained that our room had an odor, and that a desk clerk was notified on Nov 27th who was suppose to have sent someone to check on the issue. I advised that no one came. She asked what did the room smell like? I told her that the room had a moldy smell to it. She said that the hotel had been having an issue with mold. She then said to let her quiet down some because she didn't want the guest that were sitting in the lobby area to hear her. She whispered that she could offer me points. I told her that I paid for my room using cash from a card, and that I didn't want any points. I told her that I'd accept a partial refund. She said she could not authorize that. Only her manager could authorize that kind of transaction. I asked her name. She said Sage, and then she spelled it. I have spoken with Guest services as well. I was told that an investigation would occur, and I would be hearing from someone within 3 business days. I have yet to have received a phone call from anyone. I called on Dec 7th to speak to Guest services. The rep advised that this case was being escalated. I still have not heard from anyone. I sent an email Dec 10 stating how unprofessional Guest services has been by not contacting me at all. Below is the response I received.Hilton Guest Assistance Case # 225827300 Dec 11 at 1:02 AM PrintRaw message

Hilton Guest Assistance To: Hi Rhonda,

We apologize for the lack of communication regarding your recent stay. We understand how important timely updates are and apologize for any difficulty this may have caused. The hotel team has addressed your inquiry by stating that they will investigate this matter and contact you with a resolution as soon as possible.

Your reservation was made under the friends and family benefit, and we are not able to assist with such cases. For real-time assistance, please contact the property front desk directly at (281) 897-8200 or email them at houwi_home2@hilton.com.

Thanks for your understanding and ongoing loyalty.

Jaya M. Specialist, Guest Assistance Hilton Reservations and Customer Care

Now help me to undersatnd, is this matter under investigation? Or, do I need to continue contacting the...

The Hotel is spacious and Gorgeous. My room is absolutely perfect, beds are soft and clean. Love the Kitchen with real dishes and silverware. Lobby is modern and stunning. Pool is great, Breakfast is tasty and Hot. However, be prepared for the staff.. there may be a bad apple in the bunch. I showed up at 1130PM tired and disheveled standing in front of a locked lobby door. Security guard sees me and in a fit of sympathy opens the door. The Employee is on the phone with an upset customer and just barely.. barely being professional...something about charges. The phone hangs up and I'm alone with the employee and security guard. The employee asks me what I need and I say I have a reservation... She decides I can wait then .. and proceeds to absolutely berate the security guard in front of me. Uhh O.K.. Good stuff. I'm checked in swiftly until the phone rings and I'm forgotten about for 5 or so minutes.Long enough to go and chat with the guard to tell her I'm sorry this employee is power just ridiculously rude. The phone hangs up and I'm given a solid check in speech and location of my room (which was chosen due to my small request. So bonus points here. ) Afterwards we part ways leaving me with a dark foreboding of what's to come. UPDATE: Well .... The stay went overall well, the room was touched up a few times by a wonderful housekeeping staff, very polite, quiet and quick. My kids did get kicked out of the pool , despite being watched by a 14yr old; the staff member decided it was best to stick to rule of 18 = adult. Which I can't exactly fault them. Laundry Facility was in good shape with only one machine out of service and the rest working quite nicely. Hotel was always clean , quiet and seemed to be efficient at checking you in and out. The only exception to the overall cleanliness is the fire pit area outside (which is used as a smoking area) seemed to always be in need of a good sweep. So in conclusion: The Hotel is beautiful. The room was clean, updated, and wonderfully appointed with soft beds and nice linens. My Stay went without issues past the late check in issue described above. The rest of the staff are well trained and professional. Quick at getting your needs met and sending you on your way. Special thanks to my hero with a plunger at midnight. Breakfast deserves noting, good quality and perfect for the business person headed to a meeting. The pool is good for kids with plenty of seating for the adults. Jacuzzi was out of order during my stay. This hotel is another example of why I choose Hilton Brand. Wonderful experiences in above average spaces.

...Something interesting by the front desk, a "NO PARTY RULE" which appeared to be a document the explicitly forbids "partying" very sternly worded with no refunds and only one...