Hilton Garden Inn Houston Cypress Station - Houston, Texas

Susan Meissner

When we first got here, we were told that all rooms were sold out. But we had already prepaid two month later prior. Finally we get a room key to 318 and we get up to our rooms so tired after traveling, to find our keys didn’t work. Then we heard voices in the room. The desk clerk gave us keys to a room already occupied ! So then gave us keys to 318 and told us that if someone was in there , there was nothing she could do! So crazy ! Then after we left our room. (We paid for a two night stay). I asked the maids when cleaning our room to leave us extra towels. We came back to our room and it wasn’t cleaned and nothing was done! I called the desk clerk she said maids were gone for the day and they cleaned every other day! I paid for a room and I expect it to be cleaned!

This was a Hilton and I expected better. We have a lot of people come in to stay at this hotel to play in this big tournament every year and this hotel was recommended by the tournament directors . I am going to suggest to take this hotel off the recommendation list .

We were never offered any thing to compensate us for the trouble that they we put us thru on our night of arrival or anything. Not even an apology.

Bad customer service and they don’t take care of their customers!! -10 on review list !

John Hernandez

Service was not terrible at all. Ms. Janice the morning cook is an amazing worker and person. She was running the front of the house by herself and the kitchen. The reason for 3 stars is because they didn’t have any working the front desk on a Saturday morning. Ms. Janice did everything herself, this hotel runs because of her and the housekeepers. Management needs to step up

Madame Olga

Came in checked in they gave me a room key went in someone else room I took pics went back downstairs she apologized gave me another key went back upstairs the keys are not working so now seating here in the lobby told the lady she needs to find a room and go check for herself and let me know . I don’t even think they are sorry they are running this hotel with their eyes close or no direction whatsoever just ridiculous. How can you check someone in a room that’s occupied? I am beyond mad and it’s my birthday but they just ruined it for me . Now sitting here waiting on them to tell me

Jen Hill

There were 2 people at the desk but only one person was helping customers. It was just us and another customer. The answer for both of us was the same: they had some sort of computer error and lost our reservation. I don't know why the other guy made us wait to find that out, he could've immediately told us instead of making us wait. It's pretty messed up because we pre-paid for our room and they were kinda rude to us about it to boot. On top of it, they made us call Hilton to sort it out when this error is in their end. All in all, a pretty terrible customer service experience. Hilton emailed us that our room was confirmed. Never had this experience before...

Ronald Trainer

Came in early and the room wasn't ready. Came back at normal check in time The room wasn't ready. One elevator worked the whole week. No water pressure but the water was hot. Bring a box of cereal because the breakfast was cold. The only good thing I can say is I'm not going back.

Alexandria Briana

SOMEONE FROM CORPORATE SHOULD STAY HERE AND SEE FOR THEMSELVES HOW RUN DOWN THIS PROPERTY IS!
The photos are self explanatory. The fact that I checked out of this hotel as soon as I was able to especially coming down to Houston without renting a car is disgusting to know that they are currently charging me for the room deposit, knowing that I did not even spend one night the fact that my bank account is now in the negatives shouldnt be apart of my already tainted experience here . I have called but i shouldn’t have to wait 48 hours to investigate.

In the short time Iwas there i witnessed The staff be rude to a couple who did have a confirmation, but they were unable to be helped both staff members. Because they were rude I already felt uncomfortable speaking with them about changing my room so i had assistance with the site i booked from.

Its insane to post Hiltons promise all over the hotel when its ran down. It was a slap in the face to be told happy birthday and then be given the room i was given and to be expected to stay there. The gentleman who assisted me when checking out, had an attitude when I asked for a receipt and this is a specific reason why I asked for a receipt because I knew that something like this would happen to begin with

Jesse Russell

When I checked into my room, there was no hair dryer. When I asked the front desk, the lady rudely said she didn’t have a key to the room where they are kept, all while she continued eating her food. I understand people have to eat, but talking to me with her mouth full was incredibly disrespectful.

I also needed house cleaning because the sink and shower were filthy, with pubic hair and some unidentified gunk in the sink. It was 4:00 PM, and house cleaning was already gone, so I had no other option.

I took a picture of the washcloth I used and of the closet where I found what I’m pretty sure is cocaine lined up. How does this hotel not notice drugs in the closet and pubic hair in the shower? It’s infuriating.

When I asked for the manager, the front desk lady said her name was Lisa, but claimed she wouldn’t care. I then asked who Lisa’s boss was, and she said Jeremiah, but added he wouldn’t care either. She said they would just say sorry and hope I give the hotel another chance. I told her all I wanted was my room cleaned and a hair dryer. She pointed to the lobby door and sarcastically suggested I go to Walmart down the road.

So, I had to go buy bathroom cleaner and clean my own bathroom. When I walked back into the lobby with my cleaning supplies, she laughed, rolled her eyes, and walked into the back. This level of service is completely unacceptable.

Mary Morales

Don’t be confused, this high priced hotel does not offer no free breakfast, high room deposits and room and hallway smells like weed. This is one place I will never come back too