Hilton Garden Inn Houston/Sugar Land — Hotel in Sugar Land

Typically I love the Hilton brand. I sit back and I wonder what has the pandemic done to all hotels, their level of staffing and overall ability to give excellent service. Right now I'm here because of the winter storm. so something that is absolutely wonderful about this hotel is that the front desk staff has shown great patience, care and concern for the hotel and the people who are staying here. Unfortunately the housekeeping staff seems to have some other ideas. There are two people in my room and each day I have to fight for two towels. Some days at like yesterday the housekeeping staff came they did not clean the tub, they did not leave one towel in the hotel room. They don't vacuum. They often don't wipe down full countertops. The behavior that we display in the room is that we generally pick up everything and put trash by the trash can. They don't change the bedding sometimes even if you pull all the covers off and put them on the floor. And it doesn't seem like there's any thing to get the housekeeping staff on the same team with the front office staff. Another good thing about the Hilton is that they have a nice heated pool that usually stays clean. They also have a workout room which is usually nice I haven't ever seen anybody cleaning it but I imagine that someone must go in and wipe down from time to time. They do ask that people wear their masks throughout the building and I appreciate that. Usually my post just share the facts however I am concerned if the extra $300 on top of the unemployment has caused some people to refuse to come back to work. it's my understanding that this hotel has set out to have many interviews and many people have applied but many have never shown up. For some people I believe the $300 has incentivized them to possibly stay home and not work. This to some degree is stopping the progress of getting back to business as usual. Don't get me wrong I'm not political and many people are using that extra $300 just to survive. So, I just hope that people would apply to these jobs and take these jobs because many hotels are booming now and they really do need workers in all aspects of the hotel. Outside of these things mostly this day has been okay. There was a couple with a dog in the room next to me. The dog cried for two days straight and I didn't get any rest. It would be beneficial if people who had pets were in rooms next to other people who had pets and people who don't have pets will be in rooms next to people who don't have pets. And then there was a group of teenagers at night running around making loud noises in the middle of the night. I believe the front office staff took care of that. But the thing that I was more concerned about is I believe the same group of teens smoking marijuana in the building and the staff did not seem to take care of that. This is definitely an issue when you don't have enough staff to monitor the different floors of the building and to make sure everything is going well. Any guest should be able to feel safe, relaxed and not get an unwarranted high from something that they did...

I have always liked staying a Hilton Properties because usually the staff at all levels provide a high level of service and seem very professional and committed to the brand. But I was disappointed with my Stay at Hilton Garden Inn/Sugar Land. So much that I am contemplating whether to cancel the conference I'm having at another Hilton Garden Inn property. When checking in, I did not receive a briefing like the staff normally give. Such as how to get to the elevators, what time breakfast, any new policies, thank you for being an Honors member... NOTHING. I didn't even receive the Breakfast coupons I was supposed to receive for my stay. I was just given my room key and room number. The room wasn't the dirtiest but it was not the Hilton regular standard and definitely wasn't the COVID standard the Hilton Brand claims. I literally cleaned and sanitized my own hotel room (I did not bring this to the staff's attention because I wanted to limit the traffic in my room and it should be cleaned right the first time). Hair was in the bathroom, hairpins were stuck in the carpet. A sticky substance was on the table and the reading material (menu, etc) at stains on it. I've seen a lot worst but not from Hilton. When I went down to breakfast the next day to ask about it, the Wonderful person at the desk was apologetic that I didn't receive my meal coupons when I checked in, immediately explained how the breakfast process, gave me a coupon, and told me she would have the remaining breakfast coupons for me when I finished breakfast and to just stop by the desk before going back up. The breakfast staff was very nice and attentive. NO issues there at all. The final disapointing act was when I checked out. I had a meal coupon for that morning but could not use it becuase I had to catch my flight. When I went to the front desk to check out, the attendant did not thank me for staying, ask me how my stay was or even ask me if I needed a paper receipt. She didn't even explain how I could access a reciept. I let her know that I would not be able to use the breakfast ticket and and I wanted to bless someone that did not have breakfast with their meal. She immediately said I couldn't and that "all the reservations comes with breakfast so it doesn't matter". I told her I paid extra for breakfast to be included in my room she told me "it doesn't matter, all the rooms come with breakfast". So basically she told me I paid extra for nothing. She also told me that she wouldn't be able to give someone else my ticket anyway or credit to them anyway. She went on to say everyone gets breakfast as honor members and all the rooms are honors. So at this point, I'm like which one is it and she really had the dispositions of not caring to explain or accommodate my request. At this point I didn't have time to debate, I had to catch my flight. But I was not happy at all because she basically told me I overpaid for my room because everyone received breakfast with a room and everyone was an...

I traveled from Lincoln, Nebraska to stay at this hotel. The staff at the front desk were lukewarm on the day of my arrival. I noted that the TV Remote was not working very well in my room. Also noted the Rust stain in the bath area that turned me off completely. The toilet had to be flushed 6-8 times. Requested a not so friendly front desk employee in the afternoon on my way out to have the batteries changed in the remote control. Returned at night to rest. Had to wake up in the wee hours of the morning from my deep sleep to go up to the TV to turn it off as the remote control was not fixed. Kleenex in the Bathroom was stuffed from probably other half empty Kleenex boxes from other rooms, another icky moment. Requested front desk staff to have the remote fixed, she said that the staff person had reported it but had written my room# backwards and so some other hotel guest got their remote fixed. I was also asked if I needed my room cleaned because they don’t do so on a daily basis only if asked..Really!! I’m staying at the Hilton and they only clean the room if asked? unbelievable and unacceptable.!! I returned at night to rest and noted that my room was clean but the Coffee, the water bottles, Toilet paper & Coffee cups were not restocked, are you kidding me!! I called the front desk, I was told that she was the only one at the desk and I would need to come down to the front desk to pick up the items, what?? I’m glad, I had not changed into my night clothes as yet. The next morning I went to take a shower and discovered that the bath mat that was so neatly folded for me to use was the same from the day before because it was damp!! This can’t be real!! I complained about this to the Luke warm front desk staff person. I had fresh & clean towels & bath mat that night. I checked out on the 4th day. The lukewarm front desk staff person told me to leave the keys on the counter top as she continued to type on her keyboard. There were No parting words of “Thank you for staying at the Hilton, we hope you enjoyed your stay. We also hope that you return and choose to stay with us in the near future”??? What a disappointment this place & its staff were. I will never choose to stay at a Hilton hotel ever again unless I’m traveling in Nebraska where everyone is caring, helpful & courteous and have excellent customer service skills & are very efficient &...