Homewood Suites by Hilton Houston Near the Galleria — Hotel in Houston

1st, let me say I wish I could rate the staff separately from the facility. The staff was sooo nice. They were very understanding of our issues and did the best they could to accommodate. ||One of the reasons we had booked this property (other than having a dog) was because I have a truck. The website advertised their parking garage had a 7' clearance, but when we arrived, it was marked as 6'9". My truck wouldn't fit. The property only had 3 sports to park "oversized" vehicles, and they were always taken. I had to go to the Marriot next door and ask to park in their garage that had an 8'2" clearance. I offered to pay but they wouldn't accept and offered me a parking card free. Very nice people there as well. ||As I mentioned before. we had brought our dog. My wife specifically called and asked before booking if they had a place for dogs to do their business and she was told they had a specific area for that. They in fact did. it was the 2' x 6' strip of grass along a very busy 4 lane street along the sidewalk in front of the hotel. The only other area for walking your do was behind the hotel where to dumpster is. That are was covered in gang graffiti and was poorly lit. I would not allow my wife to go there alone, it was t hat bad. ||Now, the building and condition of the rooms....complete crap. We booked a stay here to get out of our home for some repairs. We have a dog and this hotel chain advertises they are pet friendly, and they are. We checked into out room, and first thing I do is sit on the couch to rest. The frame of the sleeper sofa was busted out and the cushion I sat on fell through. The room itself was in terrible shape. The paint was torn up and had poor patch work done, the air vents were hanging from the ceiling, and the overall décor looked to be from an 80's motel 6. ||We called the desk and were immediately offered another room. We moved all of our stuff and this room shared the same paint and overall poor conditions, but had a new couch. We were tired and just took it. That night, we went to take a shower and had no hot water. it was barley Luke warm with the handle on full hot. We called again and the desk sent an "engineer", who attempted to fix it, but said there was nothing he could do. We asked to be moved again, and were told that because we had a pet, we were limed to what floors we could stay on that there were no other rooms available on those floors. ||We are Hilton honors members and HGVC owners so we contacted Hilton Honors to see of we could get moved to another hotel. After an hour on the phone we were offered a move, but we would have had to pay per night what we had paid for our entire stay at this hotel. We just sucked it up and stayed. The staff continued to try and correct our hot water issues, and were very apologetic, but we never did have hot water for the entire stay. ||This hotel doesn't live up to any of what we have come to expect from the Hilton brand. If we had paid a "Motel 6 rate, I would have expected what we got, but for what we paid, we cant stress enough that you should book somewhere else. If I could give the facility less than 1 star I would. Again, the staff was great. So welcoming and did their best, but they just couldn't overcome the horrible condition of...

1st, let me say I wish I could rate the staff separately from the facility. The staff was sooo nice. They were very understanding of our issues and did the best they could to accommodate.

One of the reasons we had booked this property (other than having a dog) was because I have a truck. The website advertised their parking garage had a 7' clearance, but when we arrived, it was marked as 6'9". My truck wouldn't fit. The property only had 3 sports to park "oversized" vehicles, and they were always taken. I had to go to the Marriot next door and ask to park in their garage that had an 8'2" clearance. I offered to pay but they wouldn't accept and offered me a parking card free. Very nice people there as well.

As I mentioned before. we had brought our dog. My wife specifically called and asked before booking if they had a place for dogs to do their business and she was told they had a specific area for that. They in fact did. it was the 2' x 6' strip of grass along a very busy 4 lane street along the sidewalk in front of the hotel. The only other area for walking your do was behind the hotel where to dumpster is. That are was covered in gang graffiti and was poorly lit. I would not allow my wife to go there alone, it was t hat bad.

Now, the building and condition of the rooms....complete crap. We booked a stay here to get out of our home for some repairs. We have a dog and this hotel chain advertises they are pet friendly, and they are. We checked into out room, and first thing I do is sit on the couch to rest. The frame of the sleeper sofa was busted out and the cushion I sat on fell through. The room itself was in terrible shape. The paint was torn up and had poor patch work done, the air vents were hanging from the ceiling, and the overall décor looked to be from an 80's motel 6.

We called the desk and were immediately offered another room. We moved all of our stuff and this room shared the same paint and overall poor conditions, but had a new couch. We were tired and just took it. That night, we went to take a shower and had no hot water. it was barley Luke warm with the handle on full hot. We called again and the desk sent an "engineer", who attempted to fix it, but said there was nothing he could do. We asked to be moved again, and were told that because we had a pet, we were limed to what floors we could stay on that there were no other rooms available on those floors.

We are Hilton honors members and HGVC owners so we contacted Hilton Honors to see of we could get moved to another hotel. After an hour on the phone we were offered a move, but we would have had to pay per night what we had paid for our entire stay at this hotel. We just sucked it up and stayed. The staff continued to try and correct our hot water issues, and were very apologetic, but we never did have hot water for the entire stay.

This hotel doesn't live up to any of what we have come to expect from the Hilton brand. If we had paid a "Motel 6 rate, I would have expected what we got, but for what we paid, we cant stress enough that you should book somewhere else. If I could give the facility less than 1 star I would. Again, the staff was great. So welcoming and did their best, but they just couldn't overcome the horrible condition of...

I just wanted to tell you what a horrible experience I had at your Homewood suites Galleria area Houston, TX. I had scheduled a 2 day points stay and paying for 2 days. I had to come to Houston for my nephew who is being treated for cancer at Tx Childrens in Houston. We checked in late because we drove in from Daphne, Al. When we checked in we found a bed bug in the bed. We notified the front desk and took the bug to the front desk, she told us that we were going to have to be moved to the marriott courtyard next door because they had no rooms. I said as a gold member of Hilton Honors I expected to stay within the Hilton family and told her that the Double tree was a block over. She did some checking and quickly found a handicap room at her hotel instead of sending us to the doubletree. So we get to the room at about 11:30pm after an 8 hour drive and apparently the we were not checked into that room in the computer system because we were called about 4 times throughout the night by the front desk asking if the room was occupied and again at 6:45AM. This is unacceptable. I informed the front desk of the complications we had and told them I would like to be moved to a 2 room suite and the person (alanzo) agreed and stated that my entire stay would be taken care of. When then left the hotel to visit my nephew at the hospital and when we returned Kashifph gave us our new keys and told us that pest control came to our original and there was no sign of ANY bugs. His tone of voice and mannerisms made it seem like his was accusing me of making the bed bug issue up. I informed him that I gave the bug to the front desk and then he said well we are taking care of your 2 day stay for points and insinuated that I should be more than happy that the hotel was doing that . So we went up to the new room, which was not a 2 bedroom as stated that we were being moved to. When I called and asked about it, I was told the hotel was only going to look into that, not acutally do it. The next day I spoke to the assistant general manager Ms. Carlin and recounted the above and basicly she just said sorry you didn't like would we were doing to satisfy you, and offered to buy some movie tickets, which we accepted. I have been an honors member since 2002 and have been a Diamond VIP and close to buying the hilton time share, but since that time my stays at Hiltons have gone down hill and more often than not I have experienced poor customer service along with a general decline in cleanliness. I told Ms. Carlin that we will be using the last of our Honors Points and then we will be switching to Marriott Hotels. I doubt this email will do anything but hope that it lets the leaders of this organization know that there are real issues that need to...