Home2 Suites by Hilton Houston Stafford — Hotel in Stafford

On January 24th I had a reaver nation with home 2 suite Stanford Tx. I called when I arrived to the airport asking if they allowed early check ins they said no there is no a viable rooms.||||Then I went after the check in time which is 3.pm||They asked me to come back in an hour as they could not check me in since my room is not ready at 3:15Pm so I did come back after an hour and when I walked in she told me they can’t have the room ready for me since it need to be deep cleaned and they won’t have a room for me. Even thought I booked and paid in full a week before through chase travel. No alternative option was given. And when asked to speak to a manager she refused and said no manger is available. Then when I got frustrated and asked for my money she started to say I have to leave the property and called 911 right away on me and then yelling started to happen from both Sid’s and she started to say racial words, yet after she hunted up with the police she called “her people” to come and show me what is going to happen to be because I missed with the wrong person and she will have my finger broken. Of course that low life could not do sh*t and when her people got there the cops were already there so she started to claim that she told me they are over booked and it is the third party fault and she will refund my money of course my money was not refunded. And of course not even a manger called to see what happen or what was the situation, I guess at the Hilton they solve customer issues by calling “there people” and making sure they will break fingers :)||||Such a way of treating customer but that is what happen when u hire unprofessional something I did not expect from. A Hilton hotel. I thought they are a respected company but unfortunately they...

We frequent Hilton branded hotels around Texas, because of work. We have stayed at this particular hotel numerous times, We walked in with a smile on our faces because that's how we always get greeted every time we check in, but as we approached the front desk, the young lady was not to friendly, no GM, no how are you like the others who have checked us in before. She just asked for my name (straight faced) got my reservations and my partner asked for a room on the top floor like she always does, and they honor it, she said no because there was none available, we always reserve 2 rooms, and when we get there they put one under my partners honors# like we have for years already. The lady says that's not possible because the room is already under my name. We were so tired we didn't want to argue so we just got the keys and went to our rooms we had been driving since 4am this was already @ 3pm. The A/C to my room was not turning on it was warm in there. So I call the front desk and someone else answers real professional and sends maintenance up right away, They tag the room out of service and give me a 4th floor room. (The other lady said none were available) so I asked the older lady who checked my AC who was the girl that just left and, I think she said Martha. So today when we checked same rude lady was at the counter again, not even thank you for staying with us nothing she has very bad customer service.. Ill just stay across the highway from now...

DO NOT RECOMMEND THIS HOTEL!!!

Breakfast was OK Our toilet clogged and they didn’t have Maintenance present. They claimed they could arrive in 20 minutes, so instead of waiting, my husband ended up fixing it. The Front Desk Clerk is unprofessional, ghetto, takes random smoke breaks to be on her phone, and in front of my family, was saying how she felt “Feisty” today. Keep these off the clock, ma’am!

Last night, around 12AM, I got the OK from the Night Shift Clerk that we’d be able to check out at 1PM. If I wanted to then request for a later check out, I would have to call and speak to the Day Shift Clerk to ask.

I called around 10:15am and asked how late we were able to check out. The lady immediately and in a ghetto tone, said “11am - the GM said ain’t nobody can check out past 11am. They got it written down on a note right chea, POINT. BLANK. PERDIODT!”

First of all- “Frankie” didn’t even acknowledge my confirmation # to read notes, that I’m a Silver Hilton Rewards Member, and if I didn’t call, we would’ve never known that check out was at 11am.

I expressed frustration on how that was unfair to be given only a short amount of time to pack. She had zero remorse. She then kept calling and showed up to our door when we had checked out.

We will be escalating our concerns to corporate, will not be giving this location our business again, and will be sure to provide this feedback on...