Hilton Garden Inn Houston Energy Corridor
🏨 Hotels & Travel · Houston
total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
hotel failed to provide vegetarian breakfast options despite prior request
Business reply on Google
Thank you for taking the time to review your stay with us. We take all guest feedback and use it as a means to improve on the level of service that we provide for all of our guests. I do apologize for the issues you experienced and can assure you that this is not the norm for us. Our culinary team take great pride in being able to go above and beyond for our guests and their meal requests. I can assure you that I will share your feedback with the team.
Power outage and unhelpful staff caused significant distress to guests.
Business reply on Google
A transformer blew near the hotel which affected several blocks. Power was out for 3 hours. Our hotel staff was very supportive and assisted guests going up and down the stairs.
Vehicles broken into and equipment stolen with no management response.
Business reply on Google
Justin Callahan was not even on property. We called and left several messages for him explaining our policies and procedures and what we did. We do not know what he means by "24 hour security". We do not have 24 hour security, and we explained that security is here to drive and walk the property in the late hours to deter any possible vandalism. We cannot stop the vandalism.
Front desk staff exhibited unprofessional and disrespectful behavior toward guests.
Business reply on Google
Thank you for bringing this to our attention. We're so sorry to hear about your experience with our staff, particularly with Alex. We are looking into this issue to ensure it is addressed appropriately. As a valued Hilton guest, your satisfaction is important to us, and we strive to provide the highest level of service. Please feel free to reach out to https://help.hilton.com/s/contactsupport and (281) 531-0220 to discuss your experience further. We appreciate your feedback and hope to welcome you back for a more positive stay in the future.
Guests discovered moldy pillows causing physical illness and health concerns.
Business reply on Google
Thank you for taking the time to review your stay with us. We do apologize for the issues you had with your stay and have shared your feedback with the team.
Bartender laughed at customer for requesting plastic cutlery.
Business reply on Google
Hello Bret, thank you for your continued loyalty as a Hilton Honors member. We're sorry to hear about your recent experience with the bartender at the Hilton Garden Inn Houston Energy Corridor. This behavior does not align with our standards, and the matter is being looked into. Please contact https://help.hilton.com/s/contactsupport or call (281) 531-0220 for further discussion. We value your feedback and hope to provide a more positive experience on your next visit.
Vehicle break-ins occurred in the hotel parking lot due to lack security.
Business reply on Google
I spoke with this guest when he was speaking with the constables. We have signage throughout the parking lot stating the hotel is not responsible for any damages to the vehicles. We apologized, swept and vacuumed the broken glass from his truck, and taped up his broken window. He was very polite and appreciated what we did for him. I am very disappointed in his statement.
Difficulty obtaining receipt and poor customer service experience
Business reply on Google
Hello Tylar, thank you for sharing your feedback. We're sorry to hear about your experience with the receipt and the customer service you received. We are looking into the issue and want to ensure it is addressed. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (281) 531-0220 so we can connect with you. We value your feedback and hope to have the opportunity to improve your experience at Hilton Garden Inn in the future.
Hotel shuttle bus poses safety risk to pedestrians
Front desk staff failed to answer multiple phone calls from guests.
Business reply on Google
We regret that we let you down as our return guest, AAA. We appreciate your positive notes regarding our location and rooms, but it sounds like our service fell short of our high standards. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (281) 531-0220 so we can investigate this further. Thanks for taking the time to share your feedback, and we look forward to hearing from you.
Staff failed to address noise complaints from neighboring hotel room
Business reply on Google
Dear Valued Guest, We sincerely apologize for the inconvenience caused to you during your stay. Our standards are extremely high, and we will investigate.
The hotel staff were rude and disrespectful to the guest.
Business reply on Google
Kunika, thank you for your feedback. Everyone at our hotel should always provide excellent service and hospitality, and we apologize for any lack of professionalism displayed by our staff. We would appreciate the opportunity to look into this further. Could you kindly get in touch with us via https://help.hilton.com/s/contactsupport or (281) 531-0220?
Unsanitary room conditions, safety concerns, and poor staff service.
Business reply on Google
Thanks for staying with us
Hotel failed to disclose ongoing construction and excessive noise during stay.
Business reply on Google
We strive to consistently provide great service. our renovation information is posted on our official site.
Excessive construction noise and unhelpful staff during hotel stay
Business reply on Google
We strive to consistently provide great service. We hope you give us a second look soon
Strong marijuana smoke smell in room and unhelpful hotel staff
Hotel overbooked and refused to provide accommodation for the guest.
Personal items were stolen from a bag during the shipping process.
Business reply on Google
Hi Tara, Thank you for taking the time to complete this review and tell us about your stay. It is always our mission to ensure every guest has a positive, memorable experience and I am sorry to hear we fell short in this instance. Please accept our sincere apologies for not meeting your expectations.
Incorrect internet charges, faulty room clocks, and dangerous shower water temperatures.
Business reply on Google
Mr. Shukla, Thank you for taking the time to review us on Google, TripAdvisor, and calling Hilton Diamond Assistance. We are saddened that you continue to return to us and then continue to review us poorly. You have several Hilton choices with in a block of us (Embassy Suites is across the street, Hampton Inn is and block down, and Homewood Suites is 2 blocks down) and yet you continue to stay with us? So again we are perplexed as to why you continue to return, if you feel we have "gone down the drain". In fact we have done a complete renovation of our Lobby, Restaurant/Bar, Meeting Rooms, Fitness Center, and upgraded all of our rooms to 50 inch flat panel TV's, as well as replaced every bed in the hotel with brand new Serta Plush Top mattress, so as you can see we are actually upgrading, not going down. Our breakfast is Hilton Brand standard and then some, we have 5 varieties of cut or whole fruit daily, 6 different types of bread/pastries daily, 3 warm buffet items daily, oatmeal, yogurt, waffles and if none of that fits your needs; we have 2 Chef ready and willing to make you any order you wish! I'm not sure what else we can do, we agreed with Hilton to issue you points for the
unexpected charges for breakfast despite being told it was free
Business reply on Google
Thank you for taking the time to tell us about your stay. It is always our mission to provide a positive, memorable experience for all of our guests and it is clear we have fallen short of our goal in this instance. Please accept my sincere apologies for the issues you experienced with your breakfast. We have forwarded your comments to the appropriate hotel teams to ensure these issues were isolated and corrected moving forward. We hope to have an opportunity to better serve you when your travels bring you back.