Hampton Inn & Suites Houston Sugar Land

I liked taking the walking paths behind the hotel, which link up with nearby residential neighborhoods. The hotel is new and clean, and it's conveniently close to the major Sugar Land shopping centers. Breakfast was good. I didn't use the fitness center, but it looked really nice, better than most hotel gyms. The cleaning staff deserve a shout-out. They never seem to stop and clearly notice the details.

We had a strange woman walk into our room after my key card had been validated again, not realizing we were inside. We had expensive jewelry and clothes there for a wedding. Earlier that day, on our third day, reception told us to leave because they said we hadn't paid for that night. I had checked in on the app, but the receptionist said the hotel was only holding the room and that we'd have to pay anyway. The first person who checked us in on October 31 for a two-day stay had assured us the separate reservation for the third day would be seamless, with no need to change rooms. When I reminded her of that, the receptionist said it wasn't possible. She said I could complain to upper management, and that it wouldn't affect her pay because she was only part-time. The room's phone and TV didn't work, and the sink was missing its stopper. We reported these things, but were told someone would come fix them. Nothing had been done by the third day. Nobody responded to my chat or calls to reception from our cell phone. We also weren't acknowledged as loyal Hilton Honors members, offered water, or asked if we needed anything. This was appalling service. I may sue Hilton. If we have to move out today, I don't even want my money back, I want compensation for all the hassle. Worst experience I've had with a Hilton property.

The way staff treated me felt different and dismissive compared with how others were treated. It left me uncomfortable and gave me the impression I might have been singled out because of my race. I was also charged more than the actual cost of my stay. The extra charges weren't clearly explained upfront, the folio was hard to follow, and the final balance didn't match what I expected for the length and rate of my stay. The whole experience felt misleading and unprofessional. Check your bill carefully and question charges that aren't explained. I won't return.

I used to manage a Hilton for years, and as an assistant general manager at an IHG hotel, I would never hang up on someone who was just asking a simple question. Sherri, the director of sales, answered when I called the front desk. She apparently wasn't happy to be covering it. She hung up without answering. I thought we'd been disconnected, so I called again. It rang, she picked up, then hung up right away. I'd like to see her reaction when this shows up in the SALT results. I would only hang up on someone after asking them several times to calm down if they were cursing me out and wouldn't stop. What Sherri did was just plain rude, and I don't think she's worthy of her job. People come to hotels to relax and have their needs met, not to get hung up on. This hotel is rated 10 out of 12 in the area, and now I understand why. Hilton should be careful who represents it. I'm happy to provide my number privately so the phone records can confirm what happened. Thank you.