Hilton Garden Inn Houston/The Woodlands — Hotel in The Woodlands

In summary, the details below describe an employee who has displayed racial discrimination, disregard, and hostility towards a person of color and is handicapped and disabled.

Your room airconditioners cannot be turned off. On March 11, around 4am, I woke up. The room was extremely cold. Tried adjusting the AC controls. There was no immediate effect. I tried to call the front desk. No answer. I went downstairs. One person was on duty. Young, female, Caucasian, long hair. (identified as "Alexis") I asked her if anyone could assist with the AC. Response: There's no one here. I will make a call and see if anyone can come. Response: The person cannot come until working hours. I can switch your room tonight. I then requested if she can help me with my A/C control. Response: No. I will not help you with your A/C control. I will not enter your room. I then requested assistance in moving my luggage. I explained that I am disabled and handicapped and that I would be physically unable to move my luggage. Response: No. I will not help you with your luggage. I will not enter your room. I can offer to move you to a new room. That's Employee was apathetic and rude. Plus, she clearly showed disregard and discrimination for a handicapped and disabled guest. I expressed my frustration by telling her I can't believe no one else is available to help. It was 4 in the AM and anyone's nerves would be frayed. Choice? Tolerate your room and get a cold versus get hurt trying to move heavy baggage by myself while in a weakened state and injuring myself. Employee response: I don't have to take you cussing (if I used one F word, you can catch it on CCTV, and even the worst call center rep will warn you to stop). She immediately called the police (check CCTV and phone log) and she started complaining about me. I offered to speak to them. I was going to go back to my room. She told me to stop and was very hostile. I went to the hotel entrance and waited for the police. The officers arrived. I repeated exactly the account above to the female officer verbally. Check hotel CCTV, both officers wore body cameras. Employee's demeanor went from hostile to moderate. The police officers offered to help me move my luggage. They even offered to help me check my room in case I left anything since I have no trust that this individual will assist in the event I leave any item in the room and I need to recover it. I told the officers to check the CCTV in order to verify the accusations made by your employee against me when she called the police. The male officer responded, "No need. No crime was committed here. We'll help you move your luggage." When we got to 401 (my room), the temperature was down to a tolerable level. I informed the police that I would stay in the room and report the matter to you in the morning.

Employee clearly showed disregard for and discrimination against handicapped and disabled guests. This is disgraceful, unethical, and illegal. Her immediate response when I complained was to call the police. Even the toughest professionals will first request you not to use profanity. By the time I requested she find a solution (she won't enter the room, no one will help adjust my AC, no one will help a handicapped and diasabled guest move heavy luggage), her response was simply to escalate her behaviour from rude and apathetic, to openly hostile and belligerent, trying to intimidate and cower me by calling the police. Further, I have observed this employee has a normal demeanor towards caucasian guests and is polite with them. Please check your CCTV. I am Asian American with an accent. This shows her attitude from the start towards me (inital apathy, disregard, non-responsiveness and escalated to hostility, belligerence, intimindation, immediate and unwarranted use of threats of police action) was racially discriminatory and extemely offensive, inexcuseable, and unethical. I am extremely shaken by this incident that it could happen in an upscale and decent...

I am incredibly disappointed in my experience at this hotel. I travel for work in the area and have stayed here multiple weeks. During my previous stays staff have been pleasant but their accommodations were not up to the Hilton standard in my opinion. During my previous stays I experienced no washcloths prepped in my room for a week long reservation, when I asked the front desk for a few they put me a on a list to receive two, I never got them, they were never mentioned again. The lobby coffee has grounds all it in, every cup. The kind gentlemen working the desk told me to use the fancy coffee machine instead, it produced water and milk instead of coffee, I was so irritated with 3 unsuccessful cups of coffee that I gave up. The rooms are not cleaned thoroughly, carpets feel gross, and I found someone else's trash piled up in a corner of my room. I continued booking this hotel due it's location and the fact that it is pet friendly. I will never book this location again after my experience today. I made this reservation well over a week ago, check in yesterday (Monday), check out Wednesday. The staff allowed me to check in (online but I stopped by the front desk multiple times), sign the pet waiver, proceeded to charge me the pet fee, and did not mention once that they changed my reservation dates. I was not told that they changed my reservation until the day (today) that they forced my check out a day early. The front desk called me at 10 am to explain that I had to check out by noon the same day. I was at work, that was impossible. After working a 16 hour day I should have had the room that I had reserved well in advance, with my items unpacked and set, I should have been able to actually relax after my long day. Instead I had to pack my items, move my pets and myself to another hotel, in the rain at 9 PM all because they sold my room to a larger group. HOW DOES THIS HAPPEN? HOW DID NO ONE TELL ME THIS WHEN I CHECKED IN YESTERDAY? Why was I permitted to secure a reservation if the hotel was at max capacity during my stay? They didn't care about my major inconvenience and they absolutely didn't care that I had 2 pets with me (whom I had already paid for). I am loyal to the Hilton brand, a diamond member even and have never had an experience like this in all my life. I will never be booking at this location again and I will be sure to inform all of my traveling work associates of this experience as well. Being in the service industry myself this was beyond a miss, this was total disregard for a guest's needs. I would give this hotel negative stars if I could, this...

FILTHY ROOM, NO HOT WATER.

I checked in during the evening after a long day of travel. When I entered my hotel room I immediately noticed the carpet was disgustingly soiled and visibly stained. I then walked around the room and noticed the curtains were torn in multiple spots, there was mildew on the bathroom wall, and some sort of water damage coming from the ceiling which suggests some sort of leaking (all photos attached to this review). I was so exhausted and the bed looked okay so I just tried to go to sleep and planned to deal with it in the morning. I barely slept just thinking about how gross the room was.

In the morning I went to take a shower and the water was ice cold. There was not even a drop of hot water after giving it several minutes in hopes it would kick in. At this point I decided I could not stay here another night so I went to front desk and told the woman there about the condition of the room and showed her the photos. She was very apologetic and allowed me to check out early. She asked me to email my photos to the manager and told me he would get back to me to see if there was anything he could do to make it right. I emailed the photos right away but sadly never heard back. I also received an email from Hilton several days later asking how my stay was. I shared the same feedback and checked the box indicating that I would like to hear back from someone about this matter.

To date, not one has reached out to me from the hotel or from corporate, which, to me is the most upsetting part. I get that sometimes a room might not get cleaned to perfection or that certain properties start showing their age. I think this level of filthy is inexcusable, however, as well as not having any hot water for a guest. I would have expected, especially as a Hilton Diamond Member who has shown a lot of loyalty to the brand over the years, to have received at least a phone call or response to my email, let alone some sort of offer to make things right like comping the room or giving Hilton Honors points.

Luckily there was a beautiful Embassy Suites less than a mile away that I finished out my stay at. It was extremely clean and had nice view of a lake and was walking distance to...