Hilton Houston Post Oak by the Galleria

The hotel is located in a great area surrounded by shops and restaurants. The staff are friendly, courteous and professional and some go way above and beyond including Allen, from the valet team. He made our family feel like rockstars throughout our stay and his enthusiasm kicked off our stay from the 1st moment we arrived. This is the second time we’ve stayed at this property and we would continue to come back.

a month ago

I was extremely dissatisfied with the service during my recent stay. This experience was significantly below the standard I have come to expect from Hilton and Marriott properties. Issues began at check-in. We were initially told an early check-in would cost $50, but then told we could check in at 2:00 PM for free. During this process, we provided our ID and credit card, yet the staff failed to mention any incidental fees or additional charges. Furthermore, we had booked a room with two Queen beds and pool access. The front desk agent offered us a King room instead, which I specifically confirmed twice would still have pool access. When we later inquired about early access with a different employee, we were quoted a different price of $30. Upon entering the room with the bellman, we discovered it did not have pool access as promised. The bellman had to call downstairs to resolve the discrepancy. Additionally, we discovered a full room charge on our credit card of $323 despite the room being prepaid. The front desk could not explain why we were charged the full amount again, nor why these charges weren't disclosed during check-in. We also noted a $100 per night incidental hold, which was neither mentioned by staff nor reasonable. Overall, the staff—with the exception of the bellman—was unfriendly, nonchalant, and unresponsive. We attempted to use the chat service for assistance, but the response time was unacceptable. When we followed up, the staff claimed they were too busy, which did not appear to be the case. Due to the poor service and lack of professionalism, we will not be returning to this location. Update: As requested in the response from Anthony I emailed him. I received no response back. Its ashamed that you all are responding to reviews with a generic message with no follow-up. You might as well not respond then to make the situation worse by acting as if you care. Obviously the staff is not being trained properly to provide excellent service sinve their superiors also lack customer service skills. Do better!

4 weeks ago

Absolutely loved our stay at this hotel. JJ was very helpful and professional upon our checkout and Ms. Caprile delivered excellent service from the moment we checked in. I highly recommend staying at this hotel! Keep up the great work!

a month ago

I stayed at the Hilton Post Oak Dec 27 to Jan 2 and stayed in room 1001, and I caught LICE. This hotel is LICE INFESTED. My son and I slept on the sofa bed, and we both caught lice. My husband and other two children did not because they were sleeping in the beds with sheets. They brought the sofa bed into our room from another room, and it was obviously infested with LICE from another guest. I called the hotel and wrote a formal complaint, and they haven’t even gotten back in touch. I wrote a formal complaint to Hilton customer service, and they also haven’t even written me back. Not one word. Not only that, this hotel was obviously NOT CLEAN. There were six old French fries and an olive on the carpet next to our room, and they were on the floor for all six days of our stay. No one cleaned the hallway. No one cared. And now that I have called and talked to three people at the Hilton Post Oak hotel, I know that no one cares because they treated me horribly, intimating that I was lying. I told them that the lice specialist I hired to comb through my and my son’s hair gave me the maturity of the insects and eggs, and I KNOW I caught it from this hotel. I KNOW it was the sofa bed because only my son and I got it. The timing is exactly right. Bad service. I told them to check on the people staying in that room now because they could catch the lice too. They laughed at me. Stay someplace else. This place is dirty dirty dirty, and if they mess up your stay, they do NOT CARE about making it right.

2 months ago

Hilton Post Oak has an excellent reception and staff — super helpful and welcoming. The location is perfect, and the complimentary shuttle service within a certain radius is a big plus. Mr. JJ at the reception was especially very kind and made our check-in experience wonderful. We stayed here for almost three weeks and overall had a good stay. That said, the rooms, bathrooms, linens, mattresses, pillows, furniture and parking area needs some updating. Before the guest checks in it’s very basic to check that the shampoo and body wash are not empty. The breakfast buffet should be better flavored & be replenished more promptly, and especially right after it opens, and the staff bringing food at the buffet counter could be a bit more courteous and attentive. The servers at the buffet, I must say all were very kind but then small improvements like these would make a big difference in bringing guests back. Overall, a good stay with excellent service and great potential to be even better!

5 months ago