Hampton Inn & Suites by Hilton Houston North IAH

I was only a few hours into my stay when front desk clerk Dylan checked me out of my room while I was asleep. The cleaning crew then woke me up, assuming I'd left because he'd decided to check me out. It caused a mess that I'm still trying to sort out weeks later. Dylan avoided responsibility and blamed me, even though I was sleeping, and his snippy communication and poor reasoning did nothing to fix the problem. Management wasn't helpful either. They didn't see an issue with charging me twice, and the refund they said would come never arrived. The staff seem apathetic and poorly trained at handling conflict, and they don't respect guests' safety or privacy. The hotel smells, too, and the whole operation feels like a scam. I wouldn't recommend this location. If you like Hampton Inn, avoid this one.

The location is great, but the service is wildly inconsistent. I won't stay here again. I challenged a charge that came from a mix-up between the hotel and booking.com, and the front desk lady, Saied something, made things as difficult as she could. Even after I showed her the messages, she wouldn't call booking.com to check. I called them myself and got the issue resolved, but when I returned, she'd assigned me a smaller room at a higher price, which I paid. Housekeeping had already thrown my things out of the original room before I could switch. I was shocked, but tried to let it go. Then the shower in the new room didn't work, there was no phone to call reception, and some of my belongings were missing. When I called from my cell, she told me to look for them in my old room. I'd spent two nights and nearly $400. If you need peace of mind, this isn't the place. I never use the R word, but that was definitely the vibe I got from the front desk “manager”. Please don't go here. I'm reporting them to the BBB.

The rooms are spacious and have a chair, and the highway is easy to reach. It's a low-cost Hilton, though cleanliness is just so-so. I found a pubic hair on the sink. The TV situation was especially odd: no local channels, and even though the Houston Texans were playing on this Sunday in the fall, there was no way to watch the game. The desk said these were smart TVs, but you can't download apps and YouTube TV isn't available. There's no NFL access in the lobby by the breakfast area either. If you arrive late and just need a bed, it may work. For the few days I planned to stay, there are probably better choices.

I've stayed at hundreds of Hilton properties, mostly Hampton Inn, and they've always had hot coffee ready. Here the “Light Roast” was cold and 6-12 hours old. When I asked the front desk for a fresh pot, the man said “THEY” only make it in the morning. Revoke this franchisee’s contract!