Hilton Houston Post Oak by the Galleria

The bellman was the one exception to a very poor experience. Everyone else seemed unfriendly, unconcerned, and slow to respond. Check-in was confusing: first we were told early arrival would cost $50, then that 2:00 PM was free. We showed our ID and card but weren't told about incidentals or other charges. We'd booked two Queen beds with pool access, but the agent offered a King room instead, and I twice confirmed it still included pool access. A different employee later quoted $30 for early access. When the bellman brought us upstairs, we found the room had no pool access after all, and he had to call downstairs to sort it out. We also found a $323 full room charge on our card even though we'd prepaid. The desk couldn't explain the duplicate charge or why it hadn't been disclosed. There was also a $100 nightly incidental hold that staff hadn't mentioned and that felt unreasonable. We tried the chat service, but the response took too long. When we followed up, staff said they were too busy, which didn't seem to be true. The service was far below what I've come to expect from Hilton and Marriott. We won't return to this location. Update: Anthony asked me to email him. I did, and never heard back. It's shameful to reply to reviews with a generic message and then provide no follow-up. You might as well not respond, instead of making things worse by acting like you care. Clearly the staff aren't being trained to provide excellent service, since their superiors lack customer service skills too. Do better!

Ms. Caprile gave excellent service from the moment we checked in, and JJ was helpful and professional when we checked out. We absolutely loved our stay and would highly recommend this hotel. Keep up the great work!

I stayed at the Hilton Post Oak from Dec 27 to Jan 2 in room 1001, and my son and I caught lice. My husband and our other two children slept in beds with sheets and didn't get it. My son and I slept on the sofa bed, which had been brought into our room from another room, and I believe it was infested from a previous guest. The hotel hasn't responded to my formal complaint or to the one I sent Hilton customer service. Not one word. This place was plainly not clean. Six old French fries and an olive sat on the carpet by our room for all six days, and no one cleaned the hallway. I called and spoke to three people at the Hilton Post Oak, and they treated me horribly, seeming to imply I was lying. A lice specialist I hired combed through my and my son's hair and gave me the maturity of the insects and eggs. I know I caught it at the hotel, and I know it was the sofa bed because only my son and I got lice and the timing fits. I told them to check on the people staying in that room now in case they caught it too, and they laughed at me. The service was bad, and they don't care about making things right when a stay goes wrong. Stay somewhere else. This place is dirty, dirty, dirty.

We spent almost three weeks at Hilton Post Oak and overall had a good stay. The location is perfect, and the free shuttle within a certain radius was a big plus. Reception staff were very helpful and welcoming, and Mr. JJ was especially kind and made check-in wonderful. The rooms, bathrooms, linens, mattresses, pillows, furniture, and parking area all need updating. It should be basic to make sure shampoo and body wash aren't empty before a guest arrives. The breakfast buffet could use better flavor and more prompt replenishing, especially right after it opens. The staff bringing food at the counter could also be more courteous and attentive. The buffet servers were all very kind, though, and these small fixes would make a real difference in bringing guests back. Good service and a lot of potential to be even better.