Hampton Inn & Suites Houston Sugar Land — Hotel in Sugar Land

I checked in to room 524 on Wednesday afternoon 5/29/24. When I entered the bathroom, I noticed urine on the floor directly in front of the toilet. (First photo) I gathered my bags and went to the front desk to request a different room. The attendant agreed but I told him I would pick up dinner and move to another room when I returned. When I returned there was an “out” sign at the front desk so I had to return to 524 to login to my 6:30 meeting and eat my dinner. I washed my hands in the bathroom sink, ate my dinner and went to wash my hands again and noticed the sink never drained (second photo). After my meeting, I returned downstairs and received the keys to room 424. When I entered this room to inspect it, I was shocked and appalled to see urine on the toilet seat! I took a photo and immediately gathered my bags and walked to the front desk! I told the attendant how shocked I was and this situation of two different rooms with the same issue has never happened to me at any hotel ever! I was and am concerned about the cleanliness of any area of this hotel! I asked him to return to 424 with me to see it for himself! We went back to the front desk and he gave me the keys to 422. This was the first room which appeared to have a clean toilet. I expressed my concern again and told him I would like to discuss this with the manager because after this frustration and 3 trips to the front desk I felt like management should offer me something. He told me the manager would be there in the morning and I should discuss the incident with her. The following morning, we came to the office twice and were told the manager was not available. I had to leave for a meeting, but my husband returned to the front desk after I left and still wasn’t able to speak to a manager. He left around 11:00 and called back to the hotel twice but was routed to a reservation desk. I drove back to the hotel around 1:30 to speak to the manager and I told the female front desk attendant the details of my room experience the day before. She told me she went to the manager’s office but she was not there. Not only did I have this horrible experience at this Hampton Inn but obviously management does not care! There has been no attempt by the manager or anyone at this hotel to address my concerns. No phone call and no email! And this is despite my opening a case with Hilton guest services after I left the hotel. If you stay here you are putting your health at risk, they do not clean the toilets between guest and probably many other areas are not cleaned! The worst part, the manager, this hotel owner and the Hilton corporation don’t care!...

This is the second time we stayed at this hotel this year. Dates were 5/9 - 5/13/2022. Stayed in room 402. Location of the hotel is great, corner of TX6 and 90A. Plenty of parking, eateries within walking distance and a fair breakfast in the morning. Room was nice. Room was clean - not stocked - but clean. Floor was quiet even though the hotel were hosting teams for the masters cricket tournament. Staff us very friendly.

The negatives. Room needs some maintenance that should have been noticed and reported by others (meaning hotel staff): extra security stop on door is missing/broken. Closet rod is missing screws allowing the bar to move about. Housekeeping supervisor appears to not be checking the rooms after they are cleaned or the hotel has policies that don't make sense - i.e. no spare toilet paper roll. This resulted in a 2 a.m. visit to the front desk for a new roll. Housekeeping that afternoon - still no spare roll. Hence, another trip on Thursday night (to keep from going down at 2 a.m. ) for a spare roll. Next guest - you are welcome.

Housekeeping, when it's done, it seems fair. However, this hotel, like other hotels, require you to now request housekeeping during your stay (too bad prices didn't drop when they dropped daily housekeeping - but I digress). Knowing this, we requested housekeeping when we checked in - no housekeeping on Tuesday. When we requested clean towels that night we again asked fro housekeeping the next day. Housekeeping on Wednesday (fair job - note the lack of spare toilet paper). Requested housekeeping for Thursday - (clean towels and take out the trash was all we wanted). I was number two on the list (I watched them put it on the list). Guess what - no housekeeping.

There are a lot of hotels in the area. Consider what I am saying when choosing the one you desire to give your money to.

Follow up - 5/19/22 Response said to contact corporate. I did via the website they provided. Received (what I thought) was a boiler plate response of them thanking me for the feedback and that they take the feedback seriously. Thought you...

My husband and I are Diamond members and have stayed at this hotel several times. On this visit my husband had laid his clothing against the wall and on picking it up the next morning was greeted by thousands of fire ants sting us both in the process. We shook off as many as possible in the shower and then put his clothes in plastic bags. We went downstairs to check out and I ask for the GM, Cheriee Williams and was told she was on a call. The young lady at the front whom I had shown the photos gave me a card and said to email the GM, Cheriee Williams , this would be the best way to contact her. ||||On our way home I did email her with pictures and ask for a refund. Below is the response:||Cheriee Williams: I will take a look at room. Usually when ants are present food was left by it. I called an exterminator to make sure and maintenance and hskp is checking to make sure no food is near by.||||I then emailed her again requesting information about our refund and this is the email I received from Cheriee Williams: Once we investigate everything I will see what we can do.||||This making me feel like We were at fault for a fire ant investigation I called and got her voice mail upon requesting a call back to discuss. I did not receive a call back nor an email so I sent the following email:||||Cherie||Good morning, I am checking on our request for a refund for our stay. My husband has several ant bites and this is not acceptable, we were blessed to have not gotten these in our sleep. I called and left a voicemail for you a few days ago leaving my phone number for a return call and as yet have not had a return call nor email. As a diamond member of HiltonHonors we have stayed all over the US and have never been treated like we are the ones at fault when we are on the 6th floor and they literally came from no where. If you are unable to handle this request please let me know whom to contact. ||||Kind Regards, ||||At this time a few weeks later I still have had no response from her, I would avoid this hotel unless you want a firey...