Hilton Garden Inn Houston NW America Plaza — Hotel in Jersey Village

If you've ever dreamed of paying luxury hotel prices for Walmart-level service, then Hilton Garden Inn Houston NW America Plaza is the destination for you. Upon arrival, I was greeted not by friendly hotel staff, but by the overwhelming scent of bleach wafting from the walls. It wasn't long before I discovered the true reason for the intense smell—mold, and plenty of it, lurking behind the wallpaper and oozing out of the electrical outlets like some kind of science experiment gone wrong. ||||Apparently, management’s solution to this bio-hazard was to douse everything in bleach, leaving the walls streaked with bleach stains, and the air thick with chemical fumes. My asthma was so aggravated, I nearly ended up in the hospital. But don't worry, if you do need medical attention, I’m sure the front desk will be just as helpful as they are with anything else—so, not at all.||||Speaking of service, I’ve received better customer care at a Walmart self-checkout. At Hilton Garden Inn, the concept of service is as imaginary as the mythical creature known as a “helpful hotel staff member.” I asked about the breakfast included in my room package, expecting at least a decent spread. What did I get? Stale cereal, crusty bread, and a lukewarm buffet of regret. If you dare to order something extra—say, a sad, overcooked waffle, a pancake that could double as a Frisbee, or a piece of French toast so dry it might as well be a crouton—you’ll be slapped with a $55 bill. And they won’t tell you a thing unless you question it. ||||Oh, and when you do question it? Meet Arman, the resident customer service guru who will kindly inform you that you're an untraveled, low-IQ imbecile for not understanding their high-class standards. Clearly, they’re too good for transparency or basic decency.||||So, in case you're still on the fence, here’s my top 10 reasons why I will NEVER stay at the Hilton Garden Inn again:||||1. Mold in the walls: A horror movie come to life.||2. Bleach-splattered walls: The chic new look nobody asked for.||3. Asthma attacks included: Bring your inhaler, and maybe an oxygen tank.||4. Breakfast? What breakfast?: Stale cereal and bread, served with a side of regret.||5. $55 for sadness on a plate: Overcooked waffles, dry French toast, and a secret surcharge.||6. Nonexistent customer service: Better service at a Walmart self-checkout.||7. Arman, the customer service anti-hero: He’ll make you wish you never asked.||8. You can hear the mold growing in the walls: A symphony of spores.||9. No transparency: Surprise breakfast charges with a side of condescension.||10. The lingering scent of failure: Bleach and broken dreams, with a hint of mold.||||In conclusion, if you're looking for an experience that combines the charm of a haunted house with the thrill of being nickel-and-dimed for a breakfast you already paid for, look no further than Hilton Garden Inn Houston NW America Plaza. For everyone else, save your money, your health, and your sanity—stay somewhere,...

This was my first stay at Hilton garden inn nw America plaza. I drove in from Austin on friday to attend a baby shower for my son and daughter-in-law on Saturday and then attend a bridal shower for my niece on Sunday and then return home. My elderly mother and I arrived hoping to relax on Friday night but ran into some maintenance issues that had to be reported more than once. There wasn't any cold water in the shower, only burn your skin off hot! The air conditioner blew down on her bed and the room was freezing with no way to adjust the temperature. These issues were reported on Friday night and we were told that maintenance wasn't on site. We again reported these problems on Saturday they offered us another room but when my mom went down there to shower she encountered the same water temperature problem. We again reported to the front desk and this time maintenance was contacted and was waiting when we got back up to our room. It maybe took the maintenance guy 30 minutes to correct the shower problem and he left without a word. We again called down to the desk to report for the third time now about the air conditioner and we're told he was in the lobby helping someone change a light and if she saw him walk by she would send him back up. We got ready for the baby shower and left and were gone the rest of the day. When we got back after dinner we checked and the thermostat was still off with the maintenance icon still flashing on the display. So once again and for yet the fourth time we reported this issue and of course were told that maintenance was gone for the day. Now yes we could've switched rooms but we'd have to pack move down the hall and unpack then repack in the morning to check out before the bridal shower we have to go to and after a long day of trying to get maintenance issues fixed and then a party we were too tired! We were told there wasn't a manager on duty and one wouldn't be on site until Monday. Hilton garden inn front desk staff couldn't do anything to help us until Monday. If their goal is to make our stay better and brighter guaranteed then they failed miserably in the maintenance department! Our room was clean and fresh and the beds were super comfortable so that was the only plus that they get other than the friendly desk staff. UPDATE: After e-mailing with the assistant general manager about my issues from this stay he offered to refund my stay and he said he just sat down with our maintenance staff to discuss scheduling and will review proper verbiage at the front desk. I believe the front desk did have good intentions, but it does come off as nonchalant when the general reply comes off as "I'll tell them when I see them." So I’m updating my review now on 11/08/2018...

Let me start by telling you their favorite phrase that will be used should you request any of the perks you expect from a Hilton or even less a HILTON GARDEN INN will be “This is a Franchise” which means you will get subpar treatment and amenities. ||Gold members forget any of your normal accommodations such as late 2pm checkout. They reserve the 2 pm checkout for Diamond members which typically is 4pm. Good luck. They also will lie and say it’s due to high occupancy, which when i asked what the occupancy was after fumbling through the POS screens she replies 98.4%. Which would mean if this hotel has 100 rooms 98 have sold and you 1 and 60% of the last room to sell!!! The front desk agent cant even lie properly. As there were also maybe 25 cars in the parking lot and about 80-90 empty spaces but they are 98.4% full on a SUNDAY leading into Monday which is a Shoulder night for those from the industry. If you know anything about hotel sales staying any city outside of some anomaly Sunday nights are one of the lowest revenue generating nights. ||Their breakfast buffet consists of the cheapest items you could possibly buy wholesale. The orange juice is more like orange Drink the stuff you get with a WIC voucher. Think Sunny D! Think Parade brand everything from the cereals to the breads! At best you will get decent WHOLE fruit and a accouterment. || I will say, Donovonn the breakfast attendant was stellar and made the whole stay. He was very approachable, accommodating and engaging. ||The front desk staff on the other hand will try to nickel and dime your every move. I asked for a queen queen instead of a king he said oh i have to charge a different rate. With my status and the number of nights i spend on the road i know is an even trade and after push back he miraculously made the accommodation. As a former hotel manager for multiple select service brands never fall for money grabs like that. I am typically a Marriott RoadWarrior but today was the last day to use my quarterly credit with Amex so i slummed it with this HGI. ||The rooms are bare minimum but I give them credit in my room the A/C did work amazing and the TV is a nice smart TV so in that regard i know its an HGI and not the Waldorf Astoria but i didn’t go through with white gloves but to the naked eye it was clean and there were no unpleasant smells. ||Sure if you’re a business traveler and this is your ABSOLUTE only option cause you dont have a car and need to walk to the neighboring business sure stay here otherwise STAY SOMEWHERE ELSE! Or expect MEDIOCRITY expect the breakfast attendant Donovonn was hands down such a breath of fresh air. I Will be advising all those on my team to steer clear of these...