Homewood Suites by Hilton Houston Memorial

This stay at the Hilton Houston Memorial City was awful and handled unprofessionally. I’d first tried to cancel because of a family emergency, but nobody answered the phone. So I decided to come anyway, called ahead to confirm, and said I’d arrive late. I was told that was fine. Houston is a busy city, so I didn’t think an early morning arrival would be a problem. My reservation was for two nights, 1/9/26-1/11/26. When I arrived around 6 a.m., the manager refused to check me in and said I was a “no call, no show,” even though I’d called and confirmed. They told me I’d have to rebook, even though I’d already paid for those two nights. Exhausted and overwhelmed, I had to call customer service from the lobby. After almost two hours of back and forth, they said they could transfer the reservation, but I needed to pay a $150 deposit. I expected a deposit and that was fine, but then the front desk agent asked whether the card was my boyfriend’s and whether he was with me. That felt inappropriate and unnecessary. By 8 a.m. I was crying in the lobby from the stress and anxiety. I finally got into my room close to 9, with a headache and completely drained. The next day, I called at checkout time, noon, to ask for a short extension so I could get myself together. They said they didn’t allow extensions. At 12:30, I got a call saying I’d be charged $50 for being late. I agreed because I had no energy to argue. I explained what had happened at check-in, and the staff member said she was only following instructions, but she did let me stay until 1 p.m. because of the problems I’d had. The whole visit was needlessly stressful and poorly handled, with communication failures, a refusal to honor my reservation, and questioning that felt inappropriate. I expected much better from a Hilton property and wouldn’t recommend staying here.

We were surprised by the Wednesday social and breakfast offerings, and Javier, who helped with the social hour, clearly took pride in the food and making sure everyone was happy. The room was spacious and clean, and the whole building felt clean. Manager Tracy reached out to see if we were pleased, and Deliesha checked in after a couple of days. We were very happy with our stay and would absolutely come back and recommend the hotel. They’re doing everything right.

We were passing through on our way back to the east coast and booked through the Hilton app. The hotel was easy to find and pleasantly clean, with a huge lobby and a full kitchenette with a small stovetop. We checked in at 1:30 a.m. and left at 11 a.m., so we didn’t get long to enjoy it, and we missed breakfast. What bothered me was the $150 incidental hold on my card. I wish they’d made that clear before booking. Most hotels hold no more than $75, so $150 for one night felt extreme.

I stayed five nights last week and slept on the pullout couch for one of them. I had no bites on the nights I used the regular bed, but the morning after sleeping on the couch, the day I left, I woke up with bites all over my front torso. I went straight home from the hotel and stayed nowhere else, and I had no spots before the trip. I even went to my doctor. I have no doubt these were bed bug bites, though I can’t say what the hotel found. My room was 214, and I’d avoid that room. Given this experience, I’d worry about other rooms too. I left a message asking the manager to call me. They only replied to my online review, and I felt they were covering themselves. They have my number, and if they don’t think it’s worth contacting me directly, I don’t expect them to properly check into it. I don’t expect them to admit online that there are bed bugs, but I don’t believe they’re being honest about this. If they reopened the room without spraying, someone else could go through the same thing. I wouldn’t trust what they say at this point. I’m planning to look for a corporate contact or someone in upper management to report it. I would never stay here again.