Hilton Garden Inn Houston NW/Willowbrook

The pool is gone, but its former area has been redone as a nice outdoor patio. My room and bathroom were clean, functional, and seemed well maintained, and the staff were good when I dealt with them. The hotel is near restaurants and other activities. It met what I expect from a Hilton Garden Inn, and I’d stay again without hesitation.

We came for a wedding and would stay here again. The hotel was clean, with the amenities we needed, and it was in nice shape despite being a little older.

The evening bartenders were pleasant, and the fitness center had adequate equipment, but those positives didn’t make up for the service problems during our three nights at the Hilton Garden Inn Willowbrook. Housekeeping never came, so our trash stayed in the room, coffee supplies weren’t replenished, and we got no fresh towels. On arrival, there was no regular coffee, only decaf and tea. Only one of the two elevators worked, and it sounded and felt like it might break down, which was both worrying and inconvenient. There was no ice on our floor either. Breakfast was limited and overpriced. We also prefer hotels with continental breakfast and fresh water and coffee in the lobby. This didn’t meet our expectations for a Hilton, and we won’t choose this hotel again.

The pillows were completely flat, even with two of them, and the bathroom had soap scum and grime around the shower and sink faucets, plus a dirty ring in the toilet. That was especially unpleasant because the hotel looks so nice at first. The lobby smells amazing, and the rooms look good, but it feels like they aren’t taking the care needed to keep the place that way.