Hilton Garden Inn Houston NW America Plaza

For someone working in the NW Houston business corridor, the location is handy, just off US 290 and Beltway 8 in a corporate-office area. Guests mention friendly, helpful staff and generally clean rooms. One review described the front desk as great and the room as immaculate, and said they’d stay again. The rooms are modern and have useful basics such as microwaves, mini-fridges, Keurig machines, large flat-screen TVs, and decent desk space. Amenities listed include free WiFi, free outdoor parking, a pool that may be indoor or outdoor, and a fitness center.

The $10 continental breakfast is very basic: bread, cereal, and fruit, with no protein. Cheaper hotels often have waffles, eggs, and meat. I’ve been here for weeks because it’s close to work, so I’ve had time to see both sides. Staff are usually nice and try to help, but the rooms are often not clean. The pillows are much too soft, and the TV settings are blocked in a way that makes me motion sick.

After several exhausting days, I was left with a toilet that didn’t work, even though a working bathroom was right next door. This happened on only the fourth night of my 12-night reservation. The toilet had already broken once and been fixed by maintenance, but then failed again. The room phone also didn’t work, and the room hadn’t been cleaned. When I called the front desk, the night manager, who I believe was named Zamji, said there was no maintenance staff at night, so I’d have to pack up and move to the room next door. I said I’d had long days and didn’t want to move all my things in the middle of the night. I only asked to borrow the next room’s key to use the bathroom briefly, then return it and sleep in my own room. She refused, saying I “could not have two rooms,” though that wasn’t what I’d asked for. What upset me most was her repeatedly saying I’d requested two rooms when I clearly hadn’t. She also ended the call while I was still trying to explain. There was no manager on-site, and I was told I’d have to wait until after the weekend to speak with one. This service was unacceptable, and I hope management takes the matter seriously.

After a security guard photographed my vehicle before I checked in, its windows were smashed later that night. The guard was wearing sandals. I told the property manager, but got no compassion or understanding, and management still hasn’t contacted me. Don’t sleep here!