Hilton Houston Plaza/Medical Center

This was our second five-day stay, and the staff have been polite, caring, and professional both times. They've gone out of their way to help. The food has been very good, though sometimes the portions are maybe too large. Sandra in the restaurant was a pleasure every day, always cheerful, welcoming, and efficient. Michele at Starbucks greeted us with a smile, and Francisco and Ed at the bar remembered us from our stays a month apart. They made us feel comfortable, like part of the family. Shelley and kavaun at the front desk greeted us with a smile and good morning, and were extremely helpful. Jayla, Seymore, and Antonio on the afternoon and evening shifts were friendly, helpful, and a pleasure to talk with too. They suggested good places to eat in Rice Village and coordinated the shuttle there and back, which was a real stress relief while dealing with M D Anderson. Our housekeeper on the 18th floor, Eugenia, was friendly and efficient, and got us anything we needed. Both bars were pleasant places to spend the evening. Francisco in the main bar greeted us every day with a smile, wave, and handshake. MR Ed at the pool bar was just as friendly and easy to talk with. They both remembered our drinks and past food orders, and are great bartenders. Another big plus is the room discount for people with an MD Anderson patent ID number, a helpful benefit when you have medical issues and plenty else to worry about.

I was in Houston for a week of medical care and stayed at the Hilton Gardens medical center location. The room was fine, and the bed was very comfortable. The wait staff really stood out: Jaimelit, Michelle, and Kevin were attentive and personable. It was a great experience all around, and I'd recommend the hotel.

The staff were phenomenal, but the property is dirty and dated, especially for what they charge. The floors are dirty, the bathrooms too small, and the mattresses worn, with sink spots visible before you even lie down. Most guests are sick and stay for access to the medical centers, so it's upsetting to be overcharged for this. The shuttle was late and made us miss our appointment. Hilton, do better.

I’ve usually chosen Hilton properties for the service and reliability, but this experience has made me reconsider that loyalty. When I called the Hilton Houston Plaza/Medical Center about its patient parent rate, I was told it wasn't available because the Houston Livestock Show and Rodeo was on. I find it deeply concerning that a hotel within walking distance of the children’s hospital wouldn't keep some rooms at the patient rate year-round, whatever local events are happening. Families needing medical care can't schedule surgeries around city events. We took the first surgery date offered because her health required it, and postponing wasn't an option. It’s disheartening to feel that families in medical situations are pushed out by event pricing. Now I have to look for another nearby hotel that will honor its advertised patient rate. I hope the hotel changes how it handles this and doesn't put families in this position again.