Home2 Suites by Hilton Texas City Houston

Comentarios destacados

• heathersQ5946DI

  24 agosto 2020
  Poor service, poor cleanliness

  We checked-in remotely prior to arriving at the hotel. When we arrived, we shared this information with the front desk clerk. She gave us our key and that was the end of the (1st) check-in experience. We left shortly after checking-in to attend an event and returned several hours later. When we returned. we approached the front desk to share that our Wii-fi was not working (during our 1st check-in experience.) The General Manager was working the front desk at this point. She shared that the reason the wii-fi was not working is that we were not checked-in to our room. She asked for an ID and payment information to get us officially checked-in (not sure of the purpose of a remote check-in option if it does not work!). Of course this was very alarming and concerning to learn. I have managed hotels, including Hilton flag hotels and I know that this is not an acceptable incident. I shared my concern with the General Manager and she VERY quickly blew it off, and stated that the front desk clerk that checked us in was new and "everyone makes mistakes." After expressing my concern a second time, she apologized but it did not appear that she really meant it. While I completely agree that every person in this world makes mistakes, her choice of words and behavior as a response was completely unacceptable. It is not my problem that the person was new and a proper response should have been "I am so sorry and I completely understand your concern. Please know that this will be addressed. Your safety is our top priority." Second issue - cleanliness. If this hotel has been inspected by Hilton during or stay, I believe they would have failed this portion of inspection. The bathroom shower floor had black smudges on it which indicates it has not been cleaned in sometime. It is very easy to keep this type of shower floor clean...it's called clean it every time. I cleaned the shower floor before we stepped foot in it and it cleaned rather easily. Also, the track for the shower doors was NASTY and showed complete neglect in cleaning. There was also white smudges on the wall above the toilet. It seems as though the person that cleans this room does not like to get down and clean this part of the shower. Shame on the housekeeping inspector as well for missing this. Additionally, there was dirt and crumbs in all of the drawers including the silverware tray - YUCK! There was also some kind of food substance stuck to the outside of the cabinet as well as red food residue on the microwave plate...perhaps ketchup? The hotel room did not include the standard pad of paper and pen, nor the typical amenities binder to include near by eateries, hotel amenities, breakfast hours, etc. My only assumption is this was due to COVID-19 but thought it important to mention just in case as I know this is a brand standard. The buffet table opposite the elevator on the second floor was filthy with dust and had sticky stuff all down the front. The elevator was filthy with dirt, grim and sticky dirt all around the metal base. This was not new dirt, this was dirt from not being cleaned for some time period. The walls are very thin and we were up until the wee hours of the morning listening to those around us and above us all night long, very disappointing. On Saturday morning, the night auditor was stuck having to run the front desk and breakfast area. At first, when I saw she was wearing black jeans and a t-shirt, I was appalled that an employee of a Hilton would be allowed to dress in that manner, but somewhat understand since she was part of the night shift crew. She was making every effort to stay on top of everything including running out of coffee, and breakfast sandwiches while the line grew for breakfast. Meanwhile, the front desk phone was ringing off the hook and people were waiting to check-out. Poor planning and backup planning on the General Manager's part who finally arrived hours later to relieve her, but still only managed the breakfast area and not the front desk. Big kuddos to the night auditor, she completely kept her cool, provided excellent service and remained calm while things were a bit crazy. The shower was awful, very poor water pressure and we all felt just a dirty after the shower as we did before....the shower head may need to be cleaned out from calcium build-up. As we were leaving and near our vehicle on the left side of the hotel, a young man approached me and asked that I use my key to let him in. Being that I am from the hotel world, I knew this was a big no-no and told him I could not open the door for him. He then stated that he works there and "come on, please let me in". I refused to let him in and he wished me a good day and headed to the front of the hotel. I did seem him leave from behind the front desk later than morning so I am confident he is an employee. My guess is that he was running late and wanted to slip in, so he could say he was on-time and forgot to clock in. Believe me, I have seen it, heard it and dealt with many things in my career. Totally unacceptable that he would ask a guest to allow him access through a locked door. Lastly, after the poor response from the General Manager on the night of our arrival, I did not see any point in sharing the rest of our disappointing issues with her and opted to wait and share on TripAdvisor so that other potential guess may be warned about this hotel.

  

• Daddyluv01

  06 octubre 2020
  Relax

  Decent hotel to stay at..rooms were clean and sanitized b4 arrival. Had very nice size kitchenette to keep me comforted while working away from home. Star was friendly and helpful. Nice gym (even though I only looked around it). Had laundry facilities. Morning breakfast. And all day coffee tea...pool area was nice but a little small, but I'm a big n tall guy. Lobby and entry area has nice setup. Only issue I had was Bathroom door pretty much has to be closed to use the facilities...even simply washing hands as it opens inwards and not other way.

  

• hdohse75

  17 noviembre 2020
  Awesome Surprise

  Had a wonderful stay! We choose Home 2 Suites because they are pet friendly, and we always travel with our fur baby. The property was bight, clean, and well lit. It was colorful and modern. Our room was spotless with many amenities. We loved that there were night stands one each side of each bed. Normally there is a fight with kids with who gets what side because they both want the night stand. There were many lamps to keep the room bright. A grab and go breakfast was available, which is a first for us in the Covid times. It was handled by the desk clerk who was very accommodating. We didn't purchase, but there was a nice selection of snacks and a few frozen meals to purchase at the front desk, as well complimentary ice water, coffee, tea, and hot chocolate. There was a large grassy area in the back (nice grass too, not weeds) for our dog. Only complaint there was that neither of the two doggie stations had waste bags, they were both empty. My family and I have travelled all over Texas since June for a travel sports league, and this is the best hotel we have encountered in a long time. We will plan to stay there again for sure. Also, reasonably close to Galveston, at a fraction of the cost (and much, much cleaner). Alexis checked us in and out and she was very sweet!

  

• Valeria F

  19 noviembre 2020
  Terrible experience

  I booked king suite for a week days and in advance. When we arrived, we shared the information to front desk clerk. They gave us our key and that was the my 1st check in. First issue i faced in this hotel is wifi ( required for job purpose)issue, I shared the issue with manager but they haven't respond properly. unrecommended service!!

  

• MaryS5266

  08 marzo 2021
  Some staff members don't do their job, housekeeping is non-existent

  Staff: Alexis made the reservation, Elliott checked me in the next night, they were both GREAT! Wanda helped me load a box in my car at 5am when I checked out (I couldn't wait to get out of there!) It went downhill from there. The day staff did nothing to help me. Since I filed a complaint they took it out on me by ignoring my requests for housekeeping and towels. Management: I was told by Lynn at Customer Relations that the Manager, Parth Patel, would contact me on Thursday. Since I had to meet with the adjustor, I made sure Alexis knew I was supposed to talk to the Manager, and made sure she wrote down my phone #. Mr. Patel HAS NOT CONTACTED ME 4 days later. There are no missed calls on my phone. Housekeeping: there was trash under the sink the night I got there: dirty paper plates and women's diapers. It took 5 days to get clean towels and I had to go to the front desk and get them myself. Free Breakfast: McDonald's serves healthier food, at least they cook it fresh. Home2 has highly processed foods, wrapped in plastic/cellophane, you're not allowed to touch, the staff puts it in the microwave, then in a paper bag and hands it to you. You have to eat it in your room or take it to go. NO eating in the lobby. Business Center: consists of a table in the lobby with 2 computers, NO privacy, NO plexiglass separating computers, etc. The cooler by the front desk had soft drinks for $2/each but NO cold bottled water the entire week I was there. I didn't even visit the laundromat, not at @2/load! I can go in town and do a double load for $2.50. Price: They told me since I was staying a week the price would go down, but they charged me an additional $10/day after the first 2 nights. I complained to Hilton Corporate and they created a case, but only contacted staff, NOT ME! and closed the case as "resolved". It is still unresolved. Home2 in Pasadena on East Bltwy 8 has their own website with GOOD reviews, it's not too far to check that one out. I have no running water at home due to the freeze in Texas, this stay at Home2 was supposed to make things easier, IT DID NOT!