Hampton Inn & Suites by Hilton Houston Clear Lake NASA

Adela Delgado

This was suppose to be a fun birthday trip. I always wanted to visit the NASA Space Center which was great! This hotel on the other hand WAS NOT. When my husband and I entered the room I immediately smell the bad odor or mold. It was humid and felt very wet the whole time we were there (3) horrible nights. When we call the front desk we were told we could get another room. Front desk Amanda did not believe us and had to check the room for herself as if we were lying to her. To make my story short she refused to give us another room and we were forced to go back. We didn't noticed the first night but the comforter had a dark and yellow stain that look like poop/pee. This hotel accepts guests with pets so it might of been from a previous guest. They don't clean the room every day. The day they did.... I placed the comforter facing up so housekeeping can replace it. Well they did not replace it or vacuum, wipe the furniture, rinse the shower or leave clean towels. The towels felt wet as if they just folded the old ones. I believe we were profiled and that makes me sad that there is still people out there that feel this way. I did bring it up to the front desk Glenda & Cristina. Never saw a manager! But these two ladies were kind. I also filed a complaint with Hilton but as of today I have not heard back from them. If you still want to stay at this hotel I suggest you bring your own sheets, towels and cleaning products.

4 months ago

Jasmin Jones

DO NOT BOOK AT THIS HOTEL!!!! If I could give it a zero I would. After straying at this hotel, my mother was charged a damage fee of 250.00 for a damage THAT WE DID NOT DO. When we tried to speak with a representative, she was rude, unprofessional and refused to even assist us in resolving the issue. I asked for her name, she declined. I requested to know what room number they had on file so that we could match it with our room number. She declined, and hung up in my face not once, but TWICE. My family had not one, but THREE hotel rooms that were booked at this hotel. We patronized this place as a family and disappointed isn't even the word that we feel. If I could give it 0 stars I would. Please, TAKE PICTURES OF YOUR ROOM BEFORE LEAVING because they will add an additional charge even if you did not cause an incident. The rooms are lackluster, the pool is mediocore, and had I had more time to research, I would have stayed far away considereing that there are already so many bad reviews. All I can say is BELIEVE THE REVIEWS and BEWARE! Side Note: The issue has less to do with us not having the money to pay for the incidentals. We have no problem paying for any issues that would arise from any stay. IF WE CAUSED THEM. The problem lies with the customer service and lack of trying to resolve an issues that we did not cause. Again, If I could give it 0 stars, I would. Please beware of this hotel. I do not want anyone to end up like my family. Edit to Hotel Response: Bless your heart. At this point, there is nothing else that can be said. The charges are in error and your housekeeping has the wrong damages attached to the wrong room. We stand by this wholeheartedly. There is nothing left to be said. God bless.

3 months ago

Evelyn Mays

ZERO RATING.... My family and I spent an evening at this hotel and I was wrongfully charged a $250 room damage fee for something I didn't even do. I am 59 years old, and my family and I are CLEAN PEOPLE. We take pride in how we take care of things so to be charged an incidental fee for something that I know I did not do is not only disheartening, but hurtful. When we arrived at the hotel, there were several things that rubbed me the wrong way. My family and I initially let our concerns go and gave the hotel grace as we only had to stay one night and we are not hard people to please. We travel often so we know things happen. Upon arrival at 3:00 check-in, our rooms were NOT ready, but we were given an excuse about the cleaning crew cleaning handicapped rooms last and we had to wait additional time. The management team didn't show professionalism NOR kindness to us as the customers AT ALL!!! While checking in, the lady at the front desk seemed like she had an attitude, and barely greeted my family and I. Again, we understood as sometimes people have bad days. When we finally got to our room, it seemed very damp inside. Almost like you could sense there was some ventalation issues. Again, we gave it grace because we travel often and we have seen our fair share of issues. To know that we are being charged an additional fee for a hotel that didn't even exceed our expectations is simply not right. All I can suggest is this.. read the reviews..believe them and please be mindful about where you spend your hard earned money. This is NOT the hotel you want to trust...EVER! They need to change the management team ASAP or conduct a retraining on customer service. We are highly dispappointed.

3 months ago

Thomas Ruszkiewicz Jr

I dont know of any Hotels that make you walk by the front counter past the kitchen area than the dining area while wearing swim clothes to get to the outdoor pool. I talked to the desk person before going out to hot tub, with towel in hand, bathing suit, flip flops. I get a beverage from your little snack shop. I walk out to pool area to find out it doesn't open until 9am. First of all. Whats the point of opening it at 9am. Ive never had an issue of taking a morning swim or soak, especially having to be to work at 9am. Secondly, unless your desk clerk is blind, he caused me much embarrassment allowing me to walk through buffet and dining areas and to go to pool area. Then I get out and the pool doesn't open for an hour and a half. I come back the way I went out and my card won't unlock the door back in. I had to walk around to front of Hotel to enter. Then the clerk tells me the pool doesn't open until 9am. Your signage is very limited to find anything. Room great.

3 months ago

Sports Track

I booked a 5-day reservation using the Hilton app and was checked in, with my credit card already on file. Upon arrival, however, my friend was told they could not receive a key card until providing a credit card again. My friend offered their card to cover the incidental fee of $50, but instead the hotel charged the entire stay to this card without authorization. In addition, my room had a noticeable mildew smell, which made the stay uncomfortable. Also late check out time is only 12 pm. I left a message with the manager but did not receive any return call or follow-up. As a long-time Hilton Honors Diamond member, I find this level of service unacceptable and far below Hilton’s usual standard.

5 months ago