Home2 Suites by Hilton Houston Webster

I’m here for work pretty often. The building is on the older side, but I’ve seen them making improvements lately, and the room updates have made things more comfortable. The staff are consistently friendly and willing to help. It’s a dependable place to stay, and I appreciate the work they keep putting into making each visit better.

We were there for just one night, and it was a horrible stay. The room had a strange smell when we entered. The woman at the desk came up and sprayed disinfectant, but that didn't fix it, and she never offered us a different room. We later found there was no hot water when my husband got into the shower late that night, and we didn't have any during the stay. There wasn't a manager on site. The same desk attendant told us the elevator wasn't working when we arrived, so she gave us one of the limited first floor rooms. Nobody told us it had been repaired while we were there. The refrigerator made a loud noise overnight. I waited to see if it would stop, then at 5 a.m. I pulled it from the wall and unplugged it. Before leaving, I asked to speak to a manager and was again told none was on site. We paid full price for the room.

Keisha King, Operations Manager, made a real difference when I raised a billing issue on Wednesday before checkout. She adjusted my rate right away, without hassle or runaround, and made me feel valued. I appreciated how professionally she handled it, especially after dealing with less helpful hotel staff elsewhere. I’d downgraded after my paid upgrade on the 4th floor wasn’t ready when I checked in Sunday. They offered the same kind of room on a lower floor, but as a light sleeper who prefers not to have people above me, I declined. I noticed the rate hadn't changed, which is what I brought up with Keisha. The rest of the staff, including the kitchen and support teams, were welcoming and helpful. The hotel was clean, my stay was comfortable, and I’d stay here again when I’m in the area.

Breakfast was tasty, with something different each day and some healthy choices. The pool was closed during our visit, but the kids were allowed to swim at the neighboring Hilton property. The pull-out couch and larger room gave all four of us somewhere to sleep without sibling fights.