Home2 Suites Home Suites By Hilton Rosenberg Sugar Land Area

Ronald Downs

I’m leaving this review to share a positive follow-up experience and to acknowledge that a recent issue ultimately came down to a misunderstanding, not poor intent or bad service. My partner has stayed at the Home2 Suites in Sugar Land regularly over the past several months, and until this one incident, his experiences had consistently been great. The location is convenient, the staff is friendly, and it had become a reliable place for extended stays. After a stay, we noticed a smoking charge that genuinely confused us, as no one in our household smokes cigarettes — and we would never smoke anything inside a hotel room. That said, after the hotel followed up, it became clear that timing and communication gaps played a big role in how the situation unfolded. A staff member named Roger reached out directly and let me know he was actively working on the issue. He explained that the team members who approve reversals were temporarily out on vacation, which clarified why things felt stalled initially. Unfortunately, because we needed the matter resolved before our credit card statement closed, we did move forward with disputing the charge through American Express, which was ultimately successful. That decision was purely time-driven. What I appreciated most was the follow-up itself. Roger was professional, transparent, and clearly invested in addressing the concern. That outreach went a long way in restoring confidence and reinforcing that this situation was an honest mix-up rather than a reflection of how this property typically operates. Overall, this has been a well-run hotel and a place my partner has trusted for months. I’m comfortable saying this was an isolated misunderstanding, and I appreciate the effort the team made to follow up and provide clarity.

a month ago

mark sykes

We checked in late by Tony who was most helpful And friendly 😎. We met Roger during the day and he was very helpful and kind as well. The room was very clean and tidy, the AC worked perfectly. Thank you for a pleasant stay. I would recommend this hotel to anyone staying in the area based on our experience.

a month ago

Lashuna Bledsoe

Knowing that it was holiday season, Thanksgiving to be exact, I booked ahead of time almost 2 weeks before my actual stay. My family and I were visiting a family member that stayed in the area so decided to book at this hotel due to it being close to the location we were celebrating. We made it into town late so immediately went to the function. I checked in through hilton app because I didn't know what time we'd be leaving our previous location. Upon arrival to the hotel, we enter the room and it was not what I was charged for. I immediately contacted the front desk and the young lady explained that her manager had moved me into that room and left for the day as she had no knowledge as to why this happened after reviewing my original reservation. I asked could she call the manager and she agreed asking me could I come to the front desk so she could call him. The moment I spoke a few words to the manager ROGER, as to why this happened, he immediately was rude stating if I wasn't happy with his decision I could get a refund and leave. WOW....you move me into a much smaller room, take my money for the larger room, and now that I'm questioning why, without even contacting me, because obviously you've given a room I requested weeks ago away on the day I'm supposed to be arriving l, I'm the problem. Being that I dont know the area and my funds were exhausted and couldn't afford to shell out almost $300 more dollars on top of it being late me and my family were forced to sleep cramped up because ROGER felt as if it was up to make this decision for my family.....Moral of the story reserving at this location is a waist of time because obviously ROGER doesn't understand what a RESERVATION is and your hard earned money will be taken for something less than what you were expecting and your left with whatever ROGER think is fit.

2 months ago

veronica gomez

We have always, always used Home2 Suites while traveling if it’s available. This past weekend we stayed at Home2 Suites in Richland, Tx. and it was the worst experience EVER. First of all, there is road construction around the Hotel and Hospital that was a nightmare when we arrived. The check in clerk must have not wanted to be there on this particular Friday because she was not pleasant at all. As we made our way up to our room, that halls were musty and the carpet was filthy! It was almost unbearable in the hallway. We get into our room and no sooner had we set our belongings down and made our way to the restroom, I spot a scorpion on the floor! With a newborn baby with us my first instinct was to swat it and kill it and flush it down the toilet to make sure it was dead. We called the front desk to inform them and they sent up a guy to check the restroom. He obviously did not believe us as he wanted proof of the scorpion! Kept asking for a picture, the scorpion or any proof of the scorpion. Dirty hand towel in the drawer with the blow dryer. The room itself was musty and also reeked of dirty carpet. Upon returning back after dinner, we arrived to our door being opened. The latch that should lock the door must have opened before the door closed allowing it to stay open??? Thank goodness, nothing was missing. In the morning we asked a housekeeper on the floor to have our room serviced and she did not understand what was telling her. (Only spoke Spanish) when I get downstairs for breakfast I explained to the clerk we’d like our room serviced because even the linen didn’t smell fresh, she guaranteed us to have room serviced (they did, however, stay tuned) The breakfast area was dirty and it was only 8 am! Only an hour after opening. Trash was overflowing, counters were dirty with cereal, syrup and other gunk all over them. The waffle mix was so think and ice cold that it would not even dispense properly. No butter and no ketchup. Ketchup not a big deal but butter for a biscuit would have been nice. I asked the attendant who was stocking and again no English but managed to understand me and said they didn’t have any. My daughter happened to find it in the fridge with the milk where I failed to look. The attendant should have known it was there. The same lady tending to the buffet was the same lady taking the trash out and cleaning the bathroom, not good. The food was horrible. We threw away our entire plate. Remembering said to stay tuned? Well, as my daughter was waiting for me to come down to the lobby to get our day stared, she overheard the clerk speaking (She’s Hispanic) to the housekeeper to service our room because we had been complaining since we arrived! We did get our room serviced but they only gave us sheets! NO BLANKETS! The housekeeper was going to make sure to find a way to get back at us one way or another! The male clerk that worked Saturday night (9/20) was the only friendly staff member we came across. He had to bring us blankets and towels up to our room as the housekeeper did leave any either. I know this is a long and unruly review but as I said from the get go, we’ve always used this chain when traveling. Other minor details we noticed, No social hour on Friday and the TV did not welcome us with our name on the screen.

5 months ago

Sam Vargas

Female employee at check in sitting in lobby talking with a friend not paying attention and double charged for a previously prepaid night stay on Hilton website. I was only supposed to be charged the incidental security deposit. The next morning I spoke with front desk “ROGER” about the double charge and couldn’t even speak as he blamed it on Hilton reservations side and just stood there unwilling to listen or help. The review below about “ROGER” is completely correct. My guest asked him to descalate as he made me out to be a fool in the lobby talking loudly making accusations and pointing fingers. My guest stated that (ROGER) “He’s a little prick” condescending, unprofessional, unwillingness to help and point fingers while calling me out in the lobby as he talked over me was humiliating. “ROGER” and the night shift girl at check outs need to understand that they work in the hospitality industry and get paid to work as such! I shouldn’t be humiliated and talked down to by the front lines representing the “Hilton” brand who are supposed to be there helping guest not making accusations and again the review below of “ROGER” is precise and he is a walking liability to the “Hilton” brand and family. Thank you, Sam Vargas

2 months ago