Home2 Suites by Hilton Houston IAH Airport Beltway 8

The property itself was in awful shape. There was visible mold and rust in the shower, utensils still had dried food on them, housekeeping came once during my seven-day stay, breakfast was bad, and the dog area was overgrown and neglected. It was also expensive compared with better nearby hotels, and they charged a $50-per-day incidental hold at arrival. Paying a premium for this was absurd. What happened with my car and the hotel’s response made an already terrible stay much worse. Around 1 a.m., someone broke into my car near a camera and smashed two windows. The security officer reportedly told the responding sheriff she had seen the suspects, was suspicious of them, and noticed their car had no plates while they watched mine. She left instead of checking on or confronting what looked suspicious. The sheriff said he needed the camera footage, but the next day I had to return with law enforcement because staff hadn’t provided it. They said company policy allowed release only to the sheriff, then made him wait in the lobby for over an hour because they needed a code. He eventually left his information after getting the runaround and losing valuable time. With the windows broken and a major storm coming, I asked for basic flexibility and decency. There was no meaningful help, urgency, or accountability. At checkout I asked for a later time as a courtesy. The desk first offered the regular checkout time; after more discussion, I got two extra hours. While I was still carrying things out in several trips, they deactivated my key early. On my last trip my dogs were locked in the room, and the AC had been manually turned off. It was only 12:30 p.m. The manager also walked away from my fiancée and me in the middle of the lobby while we were trying to discuss what happened. No remorse, compensation, or ownership, just attitude. The atmosphere didn’t feel safe or family-friendly. Men loitered in the parking lot late at night and hung around shirtless in the hallways, making it feel like an open hangout. I wasn’t comfortable leaving the room unless my fiancée was with me. The only person who showed real humanity was the Indian gentleman at the front desk. He seemed genuinely sorry, and I appreciate him.

I booked four rooms for one night with my family after being told the hotel had a free shuttle. Once we reached the airport, we called and were told we’d have to take Uber because the shuttle wasn’t running yet. At check-in I found out two of our rooms had been moved to the hotel next door. We’d already paid Home2Suites, and then discovered we were charged over $400 for those rooms there as well. The pool was advertised, but the city had red-tagged it and it was closed. The general manager said there would be no adjustment or compensation. I’m out more than $500 because of this hotel’s incompetence. So much for the company’s satisfaction guarantee.

The rooms were odd to see, with several doors standing open and apparently not locked as we entered. They closed softly, but my wife found it strange, and it made us wonder whether anyone could walk right in or what was happening in those rooms. I didn’t see staff monitoring the property. In the morning my wife found that both the shampoo and conditioner bottles were empty. Did housekeeping not check or refill them? This was my first Home2suits stay, and it wasn’t what I expected from Hilton. I travel a lot and had wanted to try the brand, but wouldn’t expect to again. The area felt very sketchy. I was nervous about leaving the rental car overnight; I saw a Sheriff's Deputy who had recently arrested someone by the front of the hotel. Luckily, the car wasn’t broken into or vandalized. I know corporate can’t control crime or the location, but guests still worry they could be next. Maybe 24-hour private security, monitored cameras in the lots, or a gate would help. This is just my experience; if you’re okay with it, the place may be fine for a day. Don’t leave anything valuable in your car.

We didn’t realize there was a shuttle to the airport and thought we’d have to drive. Babar at the front desk explained the shuttle service when he asked whether we were traveling out of town. That was useful to know since otherwise we would’ve had to pay for shuttle service at the airport. Everything was great, and the hotel was close to the airport. Babar also said it was a pleasure having us and that he was only a phone call away if we needed anything. It’s always nice to be greeted by happy people and get such great service.