Hilton Garden Inn Houston/Sugar Land

Checked in online on the 15th arrived at the hotel but their power went out. They told us to hang around until it came on but once darkness set in they asked us all to leave with nowhere to go. They promised to reimburse and not charge for the reservations but they did and have never refunded a nickel. Keep in mind this is a franchise. Don't let the fact that it's in Sugar Land fool you. You're better off at a motel 6.

Typically I love the Hilton brand. I sit back and I wonder what has the pandemic done to all hotels, their level of staffing and overall ability to give excellent service. Right now I'm here because of the winter storm. so something that is absolutely wonderful about this hotel is that the front desk staff has shown great patience, care and concern for the hotel and the people who are staying here. Unfortunately the housekeeping staff seems to have some other ideas. There are two people in my room and each day I have to fight for two towels. Some days at like yesterday the housekeeping staff came they did not clean the tub, they did not leave one towel in the hotel room. They don't vacuum. They often don't wipe down full countertops. The behavior that we display in the room is that we generally pick up everything and put trash by the trash can. They don't change the bedding sometimes even if you pull all the covers off and put them on the floor. And it doesn't seem like there's any thing to get the housekeeping staff on the same team with the front office staff. Another good thing about the Hilton is that they have a nice heated pool that usually stays clean. They also have a workout room which is usually nice I haven't ever seen anybody cleaning it but I imagine that someone must go in and wipe down from time to time. They do ask that people wear their masks throughout the building and I appreciate that. Usually my post just share the facts however I am concerned if the extra $300 on top of the unemployment has caused some people to refuse to come back to work. it's my understanding that this hotel has set out to have many interviews and many people have applied but many have never shown up. For some people I believe the $300 has incentivized them to possibly stay home and not work. This to some degree is stopping the progress of getting back to business as usual. Don't get me wrong I'm not political and many people are using that extra $300 just to survive. So, I just hope that people would apply to these jobs and take these jobs because many hotels are booming now and they really do need workers in all aspects of the hotel. Outside of these things mostly this day has been okay. There was a couple with a dog in the room next to me. The dog cried for two days straight and I didn't get any rest. It would be beneficial if people who had pets were in rooms next to other people who had pets and people who don't have pets will be in rooms next to people who don't have pets. And then there was a group of teenagers at night running around making loud noises in the middle of the night. I believe the front office staff took care of that. But the thing that I was more concerned about is I believe the same group of teens smoking marijuana in the building and the staff did not seem to take care of that. This is definitely an issue when you don't have enough staff to monitor the different floors of the building and to make sure everything is going well. Any guest should be able to feel safe, relaxed and not get an unwarranted high from something that they did not opt into.

Made excuses why they wouldn't honor the reservation I paid for and why they wouldn't answer the phone when I called to confirm. If you want excuses give them your money but don't expect a place to stay. If you want a place to stay go elsewhere

Texas has been freezing. I am a Diamond member of Hilton's guest return club. A friend of mine, a nurse, lost power Tuesday night. I stepped up and located this hotel had rooms. I jumped on it and made the reservation for her for two nights.nnWhen she arrived to check in she was informed they had no rooms. They confirmed the reservation but no room. She informed me, I called the Hilton member desk. The hotel would not answer the phones. When I called they would not answer. She was SOL and had to go home to no electricity and no water.nnHotels are NOT allowed to refuse guests with reservations.

Very nicen5 is reasonable for breakfastnThey have started all you can eat breakfast for 13.95. My son really enjoyed that!!