Hilton Garden Inn Houston/The Woodlands

The fire alarm went off very early one morning, sending my elderly mother and me out of bed and down four flights of stairs as best we could. After evacuating, I tried to confirm it was safe to return, but neither the app nor five calls to the front desk got a response. I finally went back inside myself. The young female agent was on her phone and didn't help; she said the app chat was down and apparently hadn't heard any of my calls. We got no apology. Staff need better training for emergencies, and the way this was handled was very concerning. There were also multiple stains on the bed, though I didn't want to bother housekeeping. I've never had such a bad experience at a Hilton. I'm very disappointed and don't recommend this hotel.

We've been here six weeks, and this is our last week since we just closed on our house. Thanks to Hilton and the staff, you're amazing. There were Christmas parties nearby, and the holiday decorations were great. It was a good central spot for everything.

Breakfast service is the one bright spot. The rooms feel dated, the carpets are worn and discolored, and there aren't any USB power outlets. The Wi-Fi seems to have been down for the past month and a half, though the wired connection works fine.

The rooms were fine, if a little dated, and there was one day without hot water. Still, the price was good, breakfast was solid, and the location was great. I'd stay again next time I'm in town.