Hilton Garden Inn Houston/Clear Lake NASA — Hotel in Webster

This is the worst Hilton hotel I’ve ever stayed in. You expect way better quality and service when you stay at a Hilton, especially when you can select from hundreds of other hotels in the direct area to stay at for FIVE DAYS. For starters, as a Hilton Honors Gold member, you typically receive a bottle of water upon check-in or some credit for food if you choose, yet I didn’t receive anything and was not given an option. However, others who checked in with me for the same work event, received a welcome goody bag with water and their stay was $20 less a night. We all had breakfast included, so there was no reason for my stay to be $100 more for five nights than everyone else when I received different service standards. We had breakfast and I didn’t get potatoes with my eggs to order (which was included) and asked why and the server said “well I can have them make you some if you order them.” Really?! It’s included! Everyone else got them on their plate! The bar and restaurant was closed on Sunday, despite it being advertised as open 7 days a week. The elevators were past inspection date (see photos), and they were questionable for service (one with a damaged firefighter call button and the elevator would move before the doors finished closing). My shower was NOT clean… there was a used bar soap when I arrived and orange scum around the perimeter of the shower (photo included). They decided to remodel the surrounding rooms next to me so I heard hammering, pneumatic drilling tools, and the horrific strong smell of paint at 5 pm (photos included). Why fill the room if you’re doing maintenance right around it? The bar experience- I asked for a Paloma (form the menu), was told they have no grapefruit juice. I asked for a cucumber gin and tonic (also on the menu), was told they have no cucumber juice. The gym only contained dumbbell weight sets 20 pounds and higher with one set of 5’s… I took a photo of this as well. Floors were consistently dirty all throughout the hotel. My curtains had gross stains on them. Upon check-in, they did let me check-in early, but at my own risk apparently since the room wasn’t clean or ready for occupancy and the staff didn’t welcome me as a Gold member in any way. The toxic smell of paint on night 4 left me with a migraine and I had to line towels in the doorway to keep the smell from seaping in. The staff was nice at least during interactions, but clearly super inconsistent with service. I still don’t know why I was charged $20 more than everyone else I checked in with when we had the same package. I would NOT recommend this hotel at...

After 2 days mediocre stay at Home2Home next door, we followed the Trip Advisor reviews and crossed the parking lot to Hilton Garden Inn. Unfortunately our purpose for the stays was to be close to a hospital for my wife's Mom with unknown number of nights in a hotel. We stayed a total of 4 nights in the Garden Inn which did not disappoint. I booked the stays in a King room online using Hilton Points. From check in until check out the front desk staff in the morning, afternoon and night were excellent, friendly, accommodating and caring. Certainly an A+ rating. Our room on the 4th floor was large, clean, and all utilities/plumbing in working order. Instant hot water for the comfortable shower, nice amenities, plenty of soft towels. The bed was comfortable with good sheets, blankets and pillows. Room cleaning was prompt when asked and very thorough and kind. We ate breakfast most mornings and enjoyed an order off the menu, delivered hot, tasty and enjoyable. The different servers were friendly and professional. One night we used the friendly bar staff service and enjoyed nicely concocted drinks. The hotel recently received a makeover in public areas, leaving a nice fresh paint smell; bright lighting, comfortable public area chairs, sofas, tables. They are working on the exterior although we never were disturbed. I had read some older reviews on Trip Advisor and Yelp that weren't too kind...don't believe any of them. We are global Hilton users, and this property is excellent for the Garden Inn...

I am a US Air Force Veteran of 9 1/2 years and I called the hotel to move my reservation from Friday, 14 July 2023 to Saturday, 15 July 2023 due to an unexpected emergency that came up at the last minute and the reservationist (spoke to 3 different reservationist) and the desk clerk Rita were both willing to make the change for me, but since I had already electronically checked in they were unable to make the adjustment in the system and the only person that could do that was the General Manager John Bodman and he was unwilling to make that change for me and my family. I would think that due to an emergency beyond my control would warrant assisting me, but evidently the GM had different thought process as I tried to reach out to him directly via email as the Rita the desk clerk stated that he checked his email even while not at the hotel, but I received no response, not even the next day and they charged me for a stay that I did not make. I made other arrangements with competitor and I normally stay at Hilton brand hotels, but not on the 15th of July. This resulted in me spending double of what I would have spent for my stay in the Webster area or any other local area of Houston...