Doubletree by Hilton Houston Hobby Airport

I hate giving one-star reviews, because the hotel was clean and pretty nice for an older building, and they were reasonably prepared for our two-day event. But several things went wrong. Only one elevator worked, and even that seemed questionable. The only ice machine on our floor was broken the whole time, while water ran wide open down the drain all weekend. The beds were about as comfortable as a thin futon mattress, and our key cards were randomly deactivated. The main reason for my rating: every food and drink purchase had a 24% “service fee” added. Yes, 24%.

I checked out early because the room felt damp and poorly maintained. The AC struggled, leaving it humid and uncomfortable in Houston’s climate, and the carpet had a persistent musty smell. Parking also cost a premium despite the property’s condition. This fell well below what I expect from Hilton, especially under the DoubleTree name. Getting checked in was another problem. They couldn’t smoothly process my standard Priceline reservation, and Priceline had to step in while I waited at the desk. After leaving early, I asked Priceline for a reasonable adjustment for the unused part of my stay. The property declined any flexibility or partial refund, even with the concerns documented. That lack of resolution disappointed me more than the room itself. I’m sharing this in the hope corporate leadership checks whether the property meets Hilton’s standards and guest expectations. At this price, the experience didn’t match what guests reasonably expect from DoubleTree. I hope management takes the feedback seriously.

After the awful way we were treated at a nearby hotel, Tiara was calm, cool, and so professional. She gave top-tier service, helped me settle down, and made me feel cared for and safe. My baby loved her and talked about her all night. The next day, Ashley was just as helpful, resourceful, and kind. The whole staff was phenomenal, and everyone gave five-star service. I was glad to join the rewards program too. With all the traveling I’ll be doing, I’ll come back as often as I can.

After a long wait, someone checked the reservation, saw that my family members and an infant would be there, and let them into the room. The staff member recognized our needs before I arrived, adjusted the room, and was waiting with a smile when I finally got there. If she hadn’t stepped in, this review would be very different. My flight was delayed, and the family staying with me was coming from another location with their infant. I’d called to ask if they could access the room without me and was told yes. But when my son arrived, he was turned away. The person I’d spoken to remembered the call but told them she had said no.