Hilton Garden Inn Houston NW America Plaza

Beds made my back hurts, small bathroom, hot water not hot and wait and wait. Shower door open out , always water run off from door to floor and wet the small area. Breakfast for $10 with not much to choose from

Black mold in sink and coming out of faucet. HVAC would not change and stay at set point.

Black mold in sink and coming out of faucet. HVAC would not change and stay at set point.

Location

Location

So I’ll start with the good. Staff was absolutely wonderful! Food was delicious and convenient. Parking was easy and pretty secure. However, the plumbing in my room was my only complaint. The sink did not drain, and when I got there my toilet did not flush- but they came in a timely manner and corrected that issue.

It was good but not great.

Exceptional

Great staff

It was clean, mostly quiet, but pillows were somewhat uncomfortable

Other than an empty cup in the stairwell, the property was pretty clean.

I thought i paid for the breakfast so we didnt eat there. Also, complementary coffee was not around the clock for guests. Towels were less in the washroom. The bedding were not good. Bed pillows were very bad.

They were great at accommodating us for a late checkout.

Didn’t eat

Exceptional

Service really bad i get there Thursday they cleaned my room Saturday bed cleaning no toilets paper no caffe packages terribly Service first and last

The room was clean. Air kept cutting itself back on to 62 degrees so it was freezing. There

Great stay was as described

Poor customer service

The city had a water issue therefore there was no water in the hotel for over 8 hours. Staff did not bother to assist in new accomodations or even provide a free breakfast voucher for inconvenience.

Everything was as expected from what a gathered from the reviews.

NA

Stay was ok, not great.

Superb

Waited an whole hour to check in.Staff lied said they would call when room was ready.Necer called waited in line for a hour. Watched as other guest were taken care of before me after I was the first check in.

Nice and friendly staff

Exceptional

Clean, updated, friendly staff, great food in the lobby restaurant, its just a fantastic place if you need a place to stay in NW Hou/Jersey Village

Clean, updated, friendly staff, great food in the lobby restaurant, its just a fantastic place if you need a place to stay in NW Hou/Jersey Village

Clean rooms, nice bathroom, friendly and accommodating staff! The breakfast was nice but it is $10 / person so be aware! The parking was easy and free, solid location right off the 290 freeway.

No water for our group to shower

Room No water for our group to shower

We had a handicap room. Which I did not request so that was water all over the bathroom floor each time we took a shower. I called down to room service to get more towels. I had to go get them instead of someone coming to bring them to me. Our room did NOT get cleaned for two days. I’m not sure what the issue was. We did NOT have a do not disturb sticker on the door.

Rooms not as advertised with no help from staff to fix problems. Was told the main manager was going to reach out to help fix the problem and as of today 6 day after our stay no ones reach out and won't reture our calls.

Toliet did not work and did not get help fixing it. Was told to use bathroom in lobby instead when i needed to.

Toliet did not work and did not get help fixing it. Was told to use bathroom in lobby instead when i needed to.

They made a big deal about breakfast, went down at 7 with one guy and 30 people. There was no obvious way to even order the hot food. So I got bread, fruit, oatmeal, with coffee or juice options that is all unless I wanted to wait a half hour to order then who knows how long to make it. Could have got a better meal at the cheapest places like red roof in or motel 6.

It's convenient and has the facade of nice. They made a big deal about breakfast, went down at 7 with one guy and 30 people. There was no obvious way to even order the hot food. So I got bread, fruit, oatmeal, with coffee or juice options that is all unless I wanted to wait a half hour to order then who knows how long to make it. Could have got a better meal at the cheapest places like red roof in or motel 6.

We have stayed at this location 100’s of times. Used to be a good property. Newest owners not keeping it up as well. Hot water took forever to get remotely tolerable. Never really got hot. Air conditioning did not blow cold, It was slightly cool. Front desk clerk said the master temperature control was set down to 60 but it never got below 73-74 degrees in the room.

We have stayed at this location 100’s of times. Used to be a good property. Newest owners not keeping it up as well. Hot water took forever to get remotely tolerable. Never really got hot. Air conditioning did not blow cold, It was slightly cool. Front desk clerk said the master temperature control was set down to 60 but it never got below 73-74 degrees in the room.

James was a Great host. Service was his number one priority. Thank you

James was a Great host. Service was his number one priority. Thank you

Bed pillows were flimsy and too soft

Bed pillows were flimsy and too soft

The location needs to be updated. For it to be a Hilton, it is one of the lower quality locations. $75 a night fee for incidentals is ridiculous. Thugs outside smoking weed, running down hallways, drug dealing outside. For the cost and the incidentals fees , you should include a complimentary breakfast. Beds are hard and uncomfortable. Very old beds.

Superb

Friendly staff clean rooms

Friendly staff clean rooms

Stayed here for a two day volleyball tournament with my family. The location was convenient to one of the play sites. I know the hotel was recently renovated, but my room had a moldy smell. Thought it was due to the air conditioning not being on, but it was lingering even after a few spritz of concentrated refresher spray.

Stayed here for a two day volleyball tournament with my family. The location was convenient to one of the play sites. I know the hotel was recently renovated, but my room had a moldy smell. Thought it was due to the air conditioning not being on, but it was lingering even after a few spritz of concentrated refresher spray.

Quick attention

Quick attention

The location needs to be updated. For it to be a Hilton, it is one of the lower quality locations. $75 a night fee for incidentals is ridiculous. Thugs outside smoking weed, running down hallways, drug dealing outside. For the cost and the incidentals fees , you should include a complimentary breakfast. Beds are hard and uncomfortable. Very old beds.

A/C wasn’t working

A/C wasn’t working

The food and bar area was great. Staff also good. Fire alarm going off multiple times, power outage, a/c outage, no hot water for 3 days of work meetings in town, mold on shower, still charges full price!!!

The food and bar area was great. Staff also good. Fire alarm going off multiple times, power outage, a/c outage, no hot water for 3 days of work meetings in town, mold on shower, still charges full price!!!

There was an unpleasant odor throughout the hotel and there was hair in my shower.

There was an unpleasant odor throughout the hotel and there was hair in my shower.

The biggest turnoff was the bathroom wasn’t the cleanest. There were hair stains stuck to the wall of the shower and shower floor was also dirty.

The biggest turnoff was the bathroom wasn’t the cleanest. There were hair stains stuck to the wall of the shower and shower floor was also dirty.

ROACHES! Never again.

ROACHES! Never again.

It was very relaxing and the staff are very friendly and helpful.

It was very relaxing and the staff are very friendly and helpful.

Before check out time housekeeping came to clean the room

Before check out time housekeeping came to clean the room

Good

The best

The best

Room was very neat and clean

Room was very neat and clean

Room was very clean.

Room was very clean.

Great hotel, with great Staff! Shout out to Mr. James my family and I appreciate the hospitality!

Great hotel, with great Staff! Shout out to Mr. James my family and I appreciate the hospitality!

Terrible area, uncomfortable and bleachy scented room, felt a bit damp. Had to run ac really cold to make it feel drier. Way overpriced for what it is…

Terrible area, uncomfortable and bleachy scented room, felt a bit damp. Had to run ac really cold to make it feel drier. Way overpriced for what it is…

I would drink and eat more in the bar if the prices were reasonable.

I would drink and eat more in the bar if the prices were reasonable.

I LOVE STAYING HERE, this my choice every time when staying in NW Houston rooms are always super clean.

I LOVE STAYING HERE, this my choice every time when staying in NW Houston rooms are always super clean.

It’s was hot at night I didn’t get the room I originally reserved. It’s was hot like the turn the air done at night. The breakfast I paid for making reservations suck no meat no eggs toast and cheap great value cereal will not go back when visiting Texas in the future.

It’s was hot at night I didn’t get the room I originally reserved. It’s was hot like the turn the air done at night. The breakfast I paid for making reservations suck no meat no eggs toast and cheap great value cereal will not go back when visiting Texas in the future.

I’m very disappointed at the service I received during my stay at the Hilton Garden Inn. I spent 3 days trying to get housekeeping to clean my room. It got to the point where I kept calling them back to back to get a response. The building also smelled like mildew and there was only 1 working elevator with you signage that the other elevator was out of order.

I’m very disappointed at the service I received during my stay at the Hilton Garden Inn. I spent 3 days trying to get housekeeping to clean my room. It got to the point where I kept calling them back to back to get a response. The building also smelled like mildew and there was only 1 working elevator with you signage that the other elevator was out of order.

The continental breakfast does not include juice, eggs, or sausage. Its extra. Wouldn’t stay again honestly. The thermostat was broken as well

The continental breakfast does not include juice, eggs, or sausage. Its extra. Wouldn’t stay again honestly. The thermostat was broken as well

Clean everything was accessible. Had a smell coming from the vent right outside of bathroom

Clean everything was accessible. Had a smell coming from the vent right outside of bathroom

Location Paid extra for continental breakfast that I didn't even take advantage of

Not happy. I paid for breakfast. And didn’t eat. Knats were all over the fruit. And flies. Requesting refund.

Not happy. I paid for breakfast. And didn’t eat. Knats were all over the fruit. And flies. Requesting refund.

Very nice as my first visit and stay in Houston.

Very nice as my first visit and stay in Houston.

Nice room

Nice room

Room had pink mold in the shower and it was slippery so it was not cleaned for some time. There was black mold around the outlets. Thermostat didnt work and they refused to send someone to fix it or change my room.

Room had pink mold in the shower and it was slippery so it was not cleaned for some time. There was black mold around the outlets. Thermostat didnt work and they refused to send someone to fix it or change my room.

The staff were very friendly and courteous. The rooms were nice and clean. We enjoyed our stay and would definitely book again while in Houston.

The staff were very friendly and courteous. The rooms were nice and clean. We enjoyed our stay and would definitely book again while in Houston.

The only things I did not like was that I was charged for incidentals and was not advised of this until I got.ro the property, no cash accepted whichade it difficult for me. Also, breakfast that I jad expected to be complimentary was not, this was misleading...when booking it says breakfast included.

The only things I did not like was that I was charged for incidentals and was not advised of this until I got.ro the property, no cash accepted whichade it difficult for me. Also, breakfast that I jad expected to be complimentary was not, this was misleading...when booking it says breakfast included.

Will stay again

Will stay again

It was amazing! The staff was nice and helpful!

It was amazing! The staff was nice and helpful!

Rooms are not cleaned daily

Online it said free breakfast & when we went down the sign said $10 per person. That’s one of the reasons I picked that hotel so I wouldn’t have to drive out for breakfast. I wasn’t going to pay $10 for cereal.

Great.

Great.

This location is so quiet and neat....the front desk clerks were amazing! I recommend this location.

This location is so quiet and neat....the front desk clerks were amazing! I recommend this location.

Great front desk and room was immaculate. A great place to stay. Only complaint was the bed being a bit to hard and pillows not plump enough I'd definitely stay again.

Great front desk and room was immaculate. A great place to stay. Only complaint was the bed being a bit to hard and pillows not plump enough I'd definitely stay again.

Room smelled like mold

Room smelled like mold

Clean property, but was in the process of remodeling, so the room was very loud due to construction (I left the room early). I was also surprised the deposit amount was almost the same price as the nightly room rate.

Clean property, but was in the process of remodeling, so the room was very loud due to construction (I left the room early). I was also surprised the deposit amount was almost the same price as the nightly room rate.

Nice and clean property with very friendly staff. Would stay again.

Nice and clean property with very friendly staff. Would stay again.

Aleays a pleasure to stay

Aleays a pleasure to stay

Overall good. Had to make request for room to be made up/get fresh towels.

Overall good. Had to make request for room to be made up/get fresh towels.

Everything was according to lifestyle, except the 1-ply toilet paper!!

Everything was according to lifestyle, except the 1-ply toilet paper!!

Convenient to where we were working.

Convenient to where we were working.

Great place to stay, great view, clean and comfortable. The bed could be replaced, but overall it was a 10/10.

Great place to stay, great view, clean and comfortable. The bed could be replaced, but overall it was a 10/10.

Your receptionist needs to be happy to her customers. That way when guests start walking in they feel comfortable staying at your hotel. The shower head needs to be a little bit bigger and the pressure of the needs to be a little harder.

five stars

five stars

The room was not what I expected for what I pay

Pleasant stay

Pleasant stay

the hot tub was broken main point of me booking and the breakfast was so ridiculous

Safe surroundings. Cleanliness and dtafg was welcoming

Safe surroundings. Cleanliness and dtafg was welcoming

Comfortable and clean

Comfortable and clean

I liked that it appears to be safe and clean. It was convenient to where I needed to go. I don't have anything negative to say.

He

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It wasn’t bad, but it wasn’t great. It’s a nice hotel, but just not a place I would desire to stay again. The breakfast is expensive for a cold muffin. The staff was kind, but just very withdrawn.

It wasn’t bad, but it wasn’t great. It’s a nice hotel, but just not a place I would desire to stay again. The breakfast is expensive for a cold muffin. The staff was kind, but just very withdrawn.

staff members very friendly and professional

staff members very friendly and professional

The cleanliness The deposit

No hot tub

Everyone was so friendly I love the place

Everyone was so friendly I love the place

The front desk staff was awesome

The front desk staff was awesome

Bed was uncomfortable

Bed was uncomfortable

Couldn’t control the air or heat

o -

o -

They did not hold my prepaid reservation and did not have a room for me. I was told due to canceled flights other guests extended their stays.

They did not hold my prepaid reservation and did not have a room for me. I was told due to canceled flights other guests extended their stays.

Location was perfect Bed was to noisy / but overall it was good

Nice stay

Nice stay

Property was ok. Staff was rude and inconsiderate. When i got there desk clerk stated they would take a room deposit of 75.00 ended up being 675.00. When i asked about the transaction they were very rude and said soulds like a personal problem.

Property was ok. Staff was rude and inconsiderate. When i got there desk clerk stated they would take a room deposit of 75.00 ended up being 675.00. When i asked about the transaction they were very rude and said soulds like a personal problem.

One only complaint. The food atvthe bar and grill wasn't great. My husband's burger was waaaay overcooked and the tomatoes on my salad were borderline stale. Also breakfast wasn't so great. Food was par. I get better food at McDonald's.

One only complaint. The food atvthe bar and grill wasn't great. My husband's burger was waaaay overcooked and the tomatoes on my salad were borderline stale. Also breakfast wasn't so great. Food was par. I get better food at McDonald's.

Pleasant and peaceful stay, thank you.

Pleasant and peaceful stay, thank you.

Overall the hotel was nice but the Tv and Iron was not working. The hotel was beautiful inside.

I liked the hotel ,it was clean and the bed was really comfortable....Will reserve again!

I liked the hotel ,it was clean and the bed was really comfortable....Will reserve again!

Remote didn't work tv

We stayed here for my best friends baby shower just for a couple days & everything was perfect. Checkin was good, our room was good, hot water , good water pressure. They turned on a fire pit in the front of the property & that was amazing! We parked directly in front of property right under the HUGE lights .

We stayed here for my best friends baby shower just for a couple days & everything was perfect. Checkin was good, our room was good, hot water , good water pressure. They turned on a fire pit in the front of the property & that was amazing! We parked directly in front of property right under the HUGE lights .

Excelente hotel excelente servicio en excelente área muy limpio muy ordenado todo excelente

Excelente hotel excelente servicio en excelente área muy limpio muy ordenado todo excelente

Great hotel and restaurant

Great hotel and restaurant

Great people and awesome service

Great people and awesome service

Great professional service

Great professional service

We stayed her cause we went to a quinece near by first things first…the water didn’t get hot it was Luke warm at its best and I let that go…now it’s 5am and I’m up because it’s hot, I put the air on 60 and it still is warm inside here…so I have to rate this staying a 2 if that, water and air or definitely things I should have automatically! We won’t return

We stayed her cause we went to a quinece near by first things first…the water didn’t get hot it was Luke warm at its best and I let that go…now it’s 5am and I’m up because it’s hot, I put the air on 60 and it still is warm inside here…so I have to rate this staying a 2 if that, water and air or definitely things I should have automatically! We won’t return

We’ve encountered a few problems with the hotel. Barely any lighting in our room, the toilet kept messing up, and our room phones kept not working. Overall it was an alright stay for a couple of days but I wouldn’t book it for a vacation.

We’ve encountered a few problems with the hotel. Barely any lighting in our room, the toilet kept messing up, and our room phones kept not working. Overall it was an alright stay for a couple of days but I wouldn’t book it for a vacation.

I like convenience and good hospitality! This hotel demonstrated this!

I like convenience and good hospitality! This hotel demonstrated this!

The bed was so squeaky

The bed was so squeaky

Awesome job

Awesome job

Great stay for the price

Great stay for the price

The building and sirrounding was clean and quiet

The building and sirrounding was clean and quiet

My room and my coworkers' rooms smelled like mildew. It was awful. The sheets were damp because of all the moisture. This used to be my go-to hotel when I traveled for work. But this is the second incident like this. I will not be back.

My room and my coworkers' rooms smelled like mildew. It was awful. The sheets were damp because of all the moisture. This used to be my go-to hotel when I traveled for work. But this is the second incident like this. I will not be back.

We like that

We like that

Overall, my stay was nice. Only thing is 1/2 the fitness equipment worked, and they were outdated. It still had the 1st generation apple plug. So, you couldn't plug in your phone. Other than that, no negative complains.

Overall, my stay was nice. Only thing is 1/2 the fitness equipment worked, and they were outdated. It still had the 1st generation apple plug. So, you couldn't plug in your phone. Other than that, no negative complains.

The room was no AC and the smell no fresh

The room was no AC and the smell no fresh

Nice place to stay. Wld stay again

Nice place to stay. Wld stay again

It horrible they had equipment all out & the elevator broke

It horrible they had equipment all out & the elevator broke

Beautiful updated rooms/property. I wish breakfast could be free as comparable to most hotels

Beautiful updated rooms/property. I wish breakfast could be free as comparable to most hotels

The hotel was very nice and centrally located. It looked like they were doing some repair work but otherwise was very nice.

The hotel was very nice and centrally located. It looked like they were doing some repair work but otherwise was very nice.

Bed was uncomfortable. Shower had a roach in it.

Bed was uncomfortable. Shower had a roach in it.

Ease of access

Ease of access

Friendly staff, clean room.

I wasn't crazy about the location, but we needed a hotel room for 9 hours. Nice hotel. Justin in reataurant was really great. My son liked the pool. Just pretty far from airport for a very short stay.

we booked a room but were not able to check in due to the hotel not having power or water

Everything was good

Hotels booked my room and took my money but never realized the hotel they let me book was out of power due to Hurricane Beryl. I couldn’t afford to get another room so I had to sleep in my car again and still waiting on a refund that of course will take 72 hours after they were able to accept and pull payment in less than a minute. Great job guys

The room was nice and clean, but there was a hair and a urine strain on the toilet seat. I'd already gotten my things situated by then time I discovered this so used hand sanitizer to clean it rather then dealing with the front desk staff again. I slept comfortably and considered trying the restaurant downstairs for breakfast but was too tired to go down early. My checkout was typical and uneventful. I'd been gone at least 45 minutes before I received a call from the hotel asking if I'd be staying another day since I was still in my room. I'd been very intentional about removing the DND sign from my door before I left so am still puzzled by this. It was more of a hassle to stay here than a relaxing experience. I won't be back.

The ac was broken and the entire building was hot!

Shower dirty

I was very surprised with Hilton. The bathroom had a smell to it, and cleanliness of the bathroom was below average. I liked that they had a refrigerator and microwave, but the refrigerator was loud. The ice machine was out of order. I didn’t too much like my stay.

When we checked in and got in our room , there was no Ac on. It was super hot and humid. We called downstairs and the front desk apologized and turned it on. After an hr of it supposedly being on still not cool. It never cooled down , and my husband had called again and she said you have to give it time . I should have known because when you walked into the hotel it was super hot . We did not sleep well and it was super uncomfortable.

Lobby needs maintenance and replace/fix furniture

Everything was fine.

Front desk guys were not friendly

my parents liked it

Keep up the good work!

My favorite was the food! O my gosh, for this to be a hotel kudos to the chef because he is AMAZING!

The property is very well-kept and comfortable. The staff were helpful and friendly.

Beautiful hotel with a decent location for us. Because of the recent storm it was crowded but I'd stay again.

Freezing cold water. AC in room not working. Asked for a credit or some money back and received a firm NO.

The 8th floor accommodation was exceptionally clean and quiet. Nehdia helped us check in quickly. We did not partake in breakfast so I can't speak to the food options. Bed was comfortable and air-conditioning kept us cool during our stay.

This was my first time staying at the Hilton Garden Inn and I immensely enjoyed my stay. The staff was very nice and welcoming. I would also say that the beds were so comfortable and cozy. I will definitely stay here again on my next visit.

This is a great spot for a business or solo stay. The cafe was decent. I will stay here again if given the opportunity.

Everything was good, the only issue is that when booking there is a touchless option available that allows you to pick your room but when i arrived the digital key was not sent to my device resulting in having to go to the front desk for assistance. So much for "skipping the line" as it is stated on the app.

Everything was excellent feom the room to the staff

The pool was too cold and the jacuzzi wasn't working the fitness center every machine was broken then they had the nerve to charge for breakfast

A pesar de la satisfacción de las instalaciones no puedo dejar de llamar la atención por lo complicado que fue realizar el cambio de una habitación con cama king a otra de dos dobles, a pesar de que tenían sobrada disponibilidad, más de una hora para lograrlo,mostrando poca consideración al servicio al cliente aún cuando tenía claro que debía pagar una diferencia.