Homewood Suites By Hilton Houston Memorial — Hotel in Houston

We had two-night stay with two young kids on a family vacation road trip in October. Overall, this is a relative newer property with spacious rooms just like all newer Homewood products and it has most of everything we needed.||||Location and Parking||The hotel is right next to I-10 in the northwest side of the city. There are quite a few big stores like Costco and 99 Ranch Market within walking distance, which is really nice as we always want to buy fruits and drinking water on our trips. There is also a large shopping mall close by which we didn’t need to go. There seem to be plenty restaurants to choose in the area as well. ||||The hotel is next to a Courtyard by Marriott building, a restaurant, and an iFly facility. Other than those, the surrounding area seem to be very old and it doesn’t give you a good/safe feeling. One note to keep in mind, the hotel has many signs throughout the entire building saying this is a non-smoking hotel/floor/area/etc., I never saw any hotel with that many signs, which kind indicating smoking is a problem here, and you could clearly smell drugs outside the building. ||||The parking lot in front of the building is small, we didn’t check if there were other spaces on the side or back, and we assumed there wouldn’t be much of additional spaces since the Courtyard and other buildings are very close to the hotel. Just checked on Google Map, there were a lot of additional parking spaces on the side (north) of the building, which was kind off main lighted area. The front parking lot was very crowed for both nights we were there during the weekend, it might be difficult to find a spot in the front if you came back late at night. ||||Facility and Room||This is a newer facility about 6 years old (built in 2018), which is very nice. We stayed in very old Homewood properties before, which was really bad, so make sure you always choose newer properties. The facility seems to be well maintained with pretty much everything in good working order. We had a one-bedroom suite, which is very spacious comparing to a standard hotel room. The suite has kitchen area where you can actually cook if you want, it has dishwasher, full size refrigerator, full size microwave, etc. The living room and bedroom each has its own TV, so our kids could watch something differently while we watched something else, which was nice.||||Hot Breakfast||Hot breakfast is definitely a plus when you have young kids, so you don’t need to look for breakfast every morning. This hotel has the typical simple “hot breakfast” that Hilton offers at this hotel’s tier level. Simple things but sufficient and good enough. ||||This hotel uses porcelain plates, real glass water glasses, and stainless-steel silverwares (comparing to the last Homewood property we just came from and most Homewood properties they all use single-use paper plates and paper water glasses, and plastic silverware), which shows this location wants to be a little bit upscale, I always appreciate that nice touch. ||||The breakfast area was not crowded at all in the two weekend mornings we were there, which was nice although we didn’t eat breakfast there the first morning. Food and other items were okay, no surprise, same as other locations. The coffee was noticeably not hot and not good in general, it seems every Hilton property chooses their own coffee product as there were Homewood properties we stayed before had great coffee. ||||Staff||Hotel staffs are okay, nothing more than that. Front desk staffs would not greet you and would continue on their own business (either real work or personal business) when you pass by, and most times there wouldn’t be a single person there. ||||We arrived around 1:30pm, the person checked us in showed unhappy face (and it turned out she was doing that to everyone not just us, we passed by several times and saw the same unhappy face every time) and told us they don’t do early check-in’s unless there was empty room. She then checked and told us there was only one room available, but the room is close to elevator and this and that. We went up and it was a perfect room, not close to elevator, and there was not a single issue for the entire stay. ||||The part I always don’t understand is that you will do the job and serve the customer, why don’t you do it in a professional and polite and happy way? I never heard a hotel refuses early check-in’s. You could say “I’d love to check you in right now as long as I have available clean rooms,“ and then show a great smile. That’s exactly what the front desk staff did in the last Homewood location we came from on this trip. What was missed here in this Homewood property is the staff training and the better attitude in general. Almost all staffs (other front desk staffs, etc.) we encountered here were not as polite/professional as they should be. || ||Overall||We love Homewood for its spacious rooms and all other things it provides, so we continued choosing Homewood everywhere we travel to. This is a newer property, which is always nice and what we are looking for. The price here was a little elevated comparing with other Homewood properties and the same tie level hotels in general. However, with the surrounding environment and the staffs here, we probably will try to find somewhere else nicer next time (for the same price or lower) as there are tons of hotels...

We had two-night stay with two young kids on a family vacation road trip in October. Overall, this is a relative newer property with spacious rooms just like all newer Homewood products and it has most of everything we needed.||||Location and Parking||The hotel is right next to I-10 in the northwest side of the city. There are quite a few big stores like Costco and 99 Ranch Market within walking distance, which is really nice as we always want to buy fruits and drinking water on our trips. There is also a large shopping mall close by which we didn’t need to go. There seem to be plenty restaurants to choose in the area as well. ||||The hotel is next to a Courtyard by Marriott building, a restaurant, and an iFly facility. Other than those, the surrounding area seem to be very old and it doesn’t give you a good/safe feeling. One note to keep in mind, the hotel has many signs throughout the entire building saying this is a non-smoking hotel/floor/area/etc., I never saw any hotel with that many signs, which kind indicating smoking is a problem here, and you could clearly smell drugs outside the building. ||||The parking lot in front of the building is small, we didn’t check if there were other spaces on the side or back, and we assumed there wouldn’t be much of additional spaces since the Courtyard and other buildings are very close to the hotel. Just checked on Google Map, there were a lot of additional parking spaces on the side (north) of the building, which was kind off main lighted area. The front parking lot was very crowed for both nights we were there during the weekend, it might be difficult to find a spot in the front if you came back late at night. ||||Facility and Room||This is a newer facility about 6 years old (built in 2018), which is very nice. We stayed in very old Homewood properties before, which was really bad, so make sure you always choose newer properties. The facility seems to be well maintained with pretty much everything in good working order. We had a one-bedroom suite, which is very spacious comparing to a standard hotel room. The suite has kitchen area where you can actually cook if you want, it has dishwasher, full size refrigerator, full size microwave, etc. The living room and bedroom each has its own TV, so our kids could watch something differently while we watched something else, which was nice.||||Hot Breakfast||Hot breakfast is definitely a plus when you have young kids, so you don’t need to look for breakfast every morning. This hotel has the typical simple “hot breakfast” that Hilton offers at this hotel’s tier level. Simple things but sufficient and good enough. ||||This hotel uses porcelain plates, real glass water glasses, and stainless-steel silverwares (comparing to the last Homewood property we just came from and most Homewood properties they all use single-use paper plates and paper water glasses, and plastic silverware), which shows this location wants to be a little bit upscale, I always appreciate that nice touch. ||||The breakfast area was not crowded at all in the two weekend mornings we were there, which was nice although we didn’t eat breakfast there the first morning. Food and other items were okay, no surprise, same as other locations. The coffee was noticeably not hot and not good in general, it seems every Hilton property chooses their own coffee product as there were Homewood properties we stayed before had great coffee. ||||Staff||Hotel staffs are okay, nothing more than that. Front desk staffs would not greet you and would continue on their own business (either real work or personal business) when you pass by, and most times there wouldn’t be a single person there. ||||We arrived around 1:30pm, the person checked us in showed unhappy face (and it turned out she was doing that to everyone not just us, we passed by several times and saw the same unhappy face every time) and told us they don’t do early check-in’s unless there was empty room. She then checked and told us there was only one room available, but the room is close to elevator and this and that. We went up and it was a perfect room, not close to elevator, and there was not a single issue for the entire stay. ||||The part I always don’t understand is that you will do the job and serve the customer, why don’t you do it in a professional and polite and happy way? I never heard a hotel refuses early check-in’s. You could say “I’d love to check you in right now as long as I have available clean rooms,“ and then show a great smile. That’s exactly what the front desk staff did in the last Homewood location we came from on this trip. What was missed here in this Homewood property is the staff training and the better attitude in general. Almost all staffs (other front desk staffs, etc.) we encountered here were not as polite/professional as they should be. || ||Overall||We love Homewood for its spacious rooms and all other things it provides, so we continued choosing Homewood everywhere we travel to. This is a newer property, which is always nice and what we are looking for. The price here was a little elevated comparing with other Homewood properties and the same tie level hotels in general. However, with the surrounding environment and the staffs here, we probably will try to find somewhere else nicer next time (for the same price or lower) as there are tons of hotels...

I was originally supposed to fly out for my trip May 18 however my airline delayed our trip for May 19 at 8 AM. The airline had advised to book a room and that they would take care of the remainder. The unfortunate part is that the whole city of Houston was pretty much booked up until I called this property. I called and asked if they were any availability. The front desk person told me the system was resetting and that it should be back up within 20-30 mins. I arrived at the property was able to book the reservation in person. Due to the previous tornado that had hit a couple days before they were experiencing electrical issues. We have the security guard walk us to the room however someone else was already in the room. We had to get reassigned three times to a different room and no luck they were all booked. Finally came back downstairs and I asked if I could just be refunded since it was getting really late and we were only going to get 3 hours of sleep. The front desk said it was very understanding and accommodating, and he was able to refund me. I did, however, noticed that there were two charges to my account which reflected two different amounts. I figured that since there was an overall glitch with the system, it would've been rectified after the next business day, which would be Tuesday. My trip was going to last for a whole week so I didn't think anything of it. I'll just figure out when I get home. Today I finally have time to gather myself and go over my finances. I noticed that there was still A miscellaneous charge for this booking. I was not refunded and, nonetheless, I have two different confirmations with two different amounts. I called the property at 10:08 AM and a woman answered. I let her know that I was calling in regards to a reservation that was booked for May 19 that needed to be canceled since the property was overbooked and I was told that I was going to be refunded. Her immediate response was " you you need to call your bank" in a condescending matter. I Responded to her and said why would I call my bank if this is something that you guys would need to refund on your side first. I also let her know that I was in Hilton member and I gave her the confirmation number. I also told her that I have two different amounts per the email that was sent and per what's on my Hilton account. You can tell she had an attitude and all her responses. "I don't see that amount " and you were already refunded". "You just need to call your bank" was again the response I received. Super dismissive. I responded "ok I'll give them a call" and homegirl just hung up didn't even say good bye. I had additional questions but after that I can already tell she was just not here for it. What kind of customer service is that? Are you having a bad day ? Did you not eat breakfast or are you just not in the mood to do your job? I came CORRECT. I spoke to her in the most polite and respectful manner. There's ways of speaking to people especially when there's an issue regarding your property. Definitely customer service training is required. I appreciate the night shift attendant who tried to help us in the most respectful and professional way. Maybe he should train her on how to treat guests, especially...