Homewood Suites by Hilton Houston Downtown — Hotel in Houston

We are very disappointed with what we endured during check-in on 30 MAR 2024. A reservation for a NONREFUNDABLE, one bedroom king suite was made on 11 FEB 24, and the PAYMENT POSTED to my credit card on the 13th...weeks before we could even buy tickets for the game on MLB.. We've stayed here many times specially going to Houston for baseball games. This day, we arrived at the hotel at 2:15 pm. The gentleman at the counter was very polite and said that "our type of room wasn't ready yet; check-in is at three". No problem... we totally understood that. We had a four hour drive; arriving early and having to wait is on us. We made ourselves comfortable in the lobby.||Things went drastically downhill for the next almost three hours. I got back in line about every 30 minutes while watching the lines steadily grow. Second trip to the desk... he's still pleasant; room is not ready. Third trip up a young lady (pregnant...sorry I didn't get any names) is ready to assist. She said "there aren't any king suites available; I'm going to switch you to two queen beds." I said no... I reserved a one bedroom king... I'll wait. On my way back to my chair I told the guy whom originally helped me what she said and he reassured me that I'd get the king. ||Fourth trip to the counter. It's easy to see that he's getting as annoyed with me as I am with this situation... and quickly says I'm doing reconciliations (or whatever word he used)... I'm trying to find rooms). I go sit back down with my husband, 11yo granddaughter, and her friend... and our poodle.||Fifth trip to the counter and I'm in no mood for the nonsense I'm about to endure. The guy says "I'm sorry ma'am I'm going to have to give you a two queen suite; there aren't any king suites available. The young lady decides to interject "it's beyond our control" in my conversation instead of continuing on with the customer in her line. My husband and I were not happy about two queen beds. First of all he's 6'2" and secondly, we didn't want to sleep next to two giggling 11 year olds, hence the reason I took the necessary steps that I did. We wanted what we had reserved and PRE-PAID for. I then asked what's the difference in price between the two room types to which she said there isn't any. Oh my God... I replied there had better be and I want to speak with the manager. ||I'm not sure but I think the next lady that came to assist was an assistant manager because the manager wasn't available at that moment. She was helpful and mysteriously found a one bedroom king suite. We just needed to wait for it to be cleaned.||While we waited the manager; a very nice gentleman approached us. I explained everything that had transpired.|I declined his offer to give me "some points". Points were NOT going to fix the fact that we arrived in ample time to get checked-in, changed, and go to the ballpark so the girls could get autographs. That was taken from us...COMPLETELY RUINED and points was NOT going to fix it. For that representative to tell me it was beyond their control is absolute garbage; it was 100% your fault! I did what I was supposed to do to ensure we had an adequate and safe place to stay AND IT WAS PAID FOR WEEKS IN ADVANCE. I didn't ruin our...

We are very disappointed with what we endured during check-in on 30 MAR 2024. A reservation for a NONREFUNDABLE, one bedroom king suite was made on 11 FEB 24, and the PAYMENT POSTED to my credit card on the 13th...weeks before we could even buy tickets for the game on MLB.. We've stayed here many times specially going to Houston for baseball games. This day, we arrived at the hotel at 2:15 pm. The gentleman at the counter was very polite and said that "our type of room wasn't ready yet; check-in is at three". No problem... we totally understood that. We had a four hour drive; arriving early and having to wait is on us. We made ourselves comfortable in the lobby.||Things went drastically downhill for the next almost three hours. I got back in line about every 30 minutes while watching the lines steadily grow. Second trip to the desk... he's still pleasant; room is not ready. Third trip up a young lady (pregnant...sorry I didn't get any names) is ready to assist. She said "there aren't any king suites available; I'm going to switch you to two queen beds." I said no... I reserved a one bedroom king... I'll wait. On my way back to my chair I told the guy whom originally helped me what she said and he reassured me that I'd get the king. ||Fourth trip to the counter. It's easy to see that he's getting as annoyed with me as I am with this situation... and quickly says I'm doing reconciliations (or whatever word he used)... I'm trying to find rooms). I go sit back down with my husband, 11yo granddaughter, and her friend... and our poodle.||Fifth trip to the counter and I'm in no mood for the nonsense I'm about to endure. The guy says "I'm sorry ma'am I'm going to have to give you a two queen suite; there aren't any king suites available. The young lady decides to interject "it's beyond our control" in my conversation instead of continuing on with the customer in her line. My husband and I were not happy about two queen beds. First of all he's 6'2" and secondly, we didn't want to sleep next to two giggling 11 year olds, hence the reason I took the necessary steps that I did. We wanted what we had reserved and PRE-PAID for. I then asked what's the difference in price between the two room types to which she said there isn't any. Oh my God... I replied there had better be and I want to speak with the manager. ||I'm not sure but I think the next lady that came to assist was an assistant manager because the manager wasn't available at that moment. She was helpful and mysteriously found a one bedroom king suite. We just needed to wait for it to be cleaned.||While we waited the manager; a very nice gentleman approached us. I explained everything that had transpired.|I declined his offer to give me "some points". Points were NOT going to fix the fact that we arrived in ample time to get checked-in, changed, and go to the ballpark so the girls could get autographs. That was taken from us...COMPLETELY RUINED and points was NOT going to fix it. For that representative to tell me it was beyond their control is absolute garbage; it was 100% your fault! I did what I was supposed to do to ensure we had an adequate and safe place to stay AND IT WAS PAID FOR WEEKS IN ADVANCE. I didn't ruin our...

Upon arrival to hotel I was greeted by the valet parking person. I told him I wanted to check-in and that I had booked my room and paid for my parking fee already to make the process faster. He then proceeded to tell me that was not an option at the hotel because everyone using valet had to pay him directly. I showed him my confirmation for the stay and park I paid $246 for and explained that it was an option given to customers while booking through the website/app. He ran inside the hotel and my husband and I just assumed he went to ask the front desk about the situation. When he returned he told me that I would need to pay him if I wanted my car parked and if not he suggested I park at the parking lot directly in front of the hotel at $7 and $20 for the overnight parking. He said it was cheaper than paying for valet. I tried to explain again and became nervous because there was a line forming behind me of other cars trying to check-in. My husband ended up moving and pulling into the parking lot in front of the hotel and paying in order for us to speak directly to someone at the front desk. I addressed the situation to the front desk where I was told that the young man should have taken my car and parked it since I had already paid but he was apparently a new employee and did not know this. The young man who was trying to check me in asked another young lady, who I assume is the manager, about the situation to which she responded that the money I paid at the parking lot would be refunded to my account and dismissed the young man. We finally got keys, moved our car from the parking lot to the valet line again and finally got it parked. I checked my account this morning and noticed I was charged the full amount and received no refund. It’s only $7 but it was more of the hurry to dismiss my situation by the lady at the front desk and the advertisement of paying for a room and valet parking trough the website/app to make checking in easier, that made me not enjoy my checking-in experience. I hope that in the future stuff like this does not happen again with other guests, since it was time consuming and the weather (raining) did not help the situation as I had to run in and out of the hotel with my belongings. I still have the hotel 2 stars because the room was clean and the breakfast was decent. The ladies working the buffet were kind and accommodating so...