Homewood Suites by Hilton Houston NW at Beltway 8

The front desk agent was polite and did what she could, but the hotel didn't seem ready to handle basic needs at night. After our second night of a three-night stay, we got no housekeeping service. When we came back late, I asked for sheets for the sofa bed. She said she only had towels and couldn't leave the desk, so I asked if I could get the sheets myself. After checking with her supervisor, she brought them to me. She provided good service, but guests shouldn't have to work around a lack of basic supplies. There were cleanliness problems from arrival: the carpet looked very dirty, and the bathroom and shower hadn't been properly cleaned. For a suite, providing just one set of three bath towels was also unacceptable. The lack of cleanliness and limited supplies, along with poor coordination, made this a frustrating stay. The hotel needs serious improvement.

Cherry went out of her way to help me print documents for my kids. We enjoyed our stay, and breakfast was good, with healthy choices like chia seed pudding.

Ms. Cherry and Mr. Stephen helped make our chaotic weekend with two kids' birthdays so much easier. From check-in through the whole stay, they were patient, understanding, and always ready to help. Between the pool party, all the birthday excitement, and everything else we had going on, they handled it with such good energy and professionalism. We really appreciate you both for making it special for the kids! 😂🎉

Our room was great, and I love Hilton hotels, but this stay fell way short. We had games all weekend, so I first reported the water problem by text. They answered my towel request but ignored the issue. We had no hot water from Friday to Sunday, and sometimes the water shut off completely. Getting ready was difficult. When I raised it at the desk, the man said he'd turned it off and back on, as if rebooting a computer. They need a plumber. He was nice enough, but I could tell guest satisfaction wasn't much of a priority, so I didn't push further. Our key cards didn't work the whole stay, though luckily I use the digital key. The bed linen and towels were very worn, with holes in some. The gym's cardio machines weren't much good either, and although the TV was advertised as having apps, it didn't. The hotel could be a great place with some major updates. We got through the stay because we had things to do, but this was probably my worst Hilton experience.