Homewood Suites by Hilton Houston - Willowbrook Mall

The biggest problem was safety. My car was broken into overnight in the front parking lot. I later learned three cars had been broken into that same morning, and staff said the security cameras weren't working. They offered no meaningful help or accountability. That's completely unacceptable. The construction was obvious throughout the hotel, but it hadn't been clearly communicated. The property felt neglected and run-down, cleanliness was below standard, and parts looked boarded up. The pool wasn't usable. For breakfast, which should be a step up at a Homewood Suites, the food was extremely poor, easily one of the worst free breakfasts I've had. The room was outdated, with very old TVs and tired furnishings, nothing like what I expect from Hilton. The location may look decent on paper because it's next to a mall, but it also sits beside an abandoned restaurant. I personally saw homeless individuals sleeping in the neighboring parking lot, which didn't feel safe. I've stayed over 150 nights with Hilton last year, and without exaggeration, this was one of my worst stays. The hotel has serious problems with safety, upkeep, cleanliness, and the guest experience. The location could be an asset if the place were managed properly. As things stand, I'd strongly advise staying elsewhere until major improvements are made.

Hilton Honors eventually had to apologize and handle the refund themselves. The hotel staff had refused to help, even after I showed proof of payment, and blamed poor communication with Hilton Honors. At checkout, I spent over an hour going back and forth over a charge that should never have happened. I’d prepaid to make checkout quicker and lock in the rate, but the hotel had no record of it and charged me again for the same night. The customer service through all of this was horrible and unprofessional. I won’t use the prepaid option again, and I won’t be staying here again either.

We’ve stayed with this hotel chain plenty of times, but if this had been our first Homewood Suites stay, we wouldn’t come back. The room was fine until the problems started. On the first morning, the fire alarm blared right over my head and woke me up. By the third morning there was no hot water, so I had an ice-cold shower. On day four I locked myself out and went to the desk. The manager argued with me because the room was under my husband’s name. I explained we’d booked with my credit card, then showed her my ID and the card. She said I could have stolen it and wouldn’t let me in until my husband called to approve it. Somehow a call from a random person would have counted, but my matching ID and card didn’t. Unbelievable. Police had also been there four times in five days for random things. Then, for hours, a woman who looked very obviously high sat by my car with a tire jack. She only left when it thankfully started raining. I’m really disappointed. This hotel gives a good chain a bad name.

The hallway had a weird smell, and the elevator was extremely slow. I wouldn’t recommend this place to anyone. I had no hot water in my room. When I called the desk, they first told me to let it run for 10 minutes, though it had already been running for 20. Then they said they’d move me. I packed all my bags and went downstairs, only to be told they needed to check the room first. I asked why they hadn’t sent someone up when I called instead of telling me I was being moved. The response was, “I didn’t tell you to bring your belongings.” The next room had only one working light over the sink. I asked to have it fixed, but it was never repaired during my three-day stay.