Homewood Suites by Hilton Houston Clear Lake

I rarely leave negative reviews, but this hotel was extremely disappointing, especially considering I paid over $300 for just two nights. The entire property felt old, neglected, and poorly maintained. The room had a strong unpleasant odor the moment we walked in, and everything looked dingy and unclean. The tile flooring was cracked and chipped throughout the room, making it feel run down and poorly cared for. The bathroom in the room was one of the worst parts. The tub was essentially unusable due to what appeared to be sloppy patchwork repairs around the drain that looked like they were leaking or had leaked previously. It gave the impression that maintenance issues were being covered up instead of properly repaired. The furniture was also in terrible shape. The couch was heavily worn, frayed, and looked like it should have been replaced years ago. For the price charged, this level of quality is unacceptable. Even the hallways were uncomfortable. They were hot, damp, and suffocating with humidity, which immediately made me question the air quality and potential mold issues throughout the building. What truly pushed this experience over the edge was the downstairs bathroom near the dining area in the lobby. I took my son in there to use the restroom, and what I saw inside one of the stalls was absolutely disgusting. It was honestly horrific and a clear sign of ongoing neglect and poor sanitation standards. In my career, I have traveled extensively and stayed in more hotels than I can count. This is, without question, one of the worst hotel experiences I have had. And before the standard corporate response comes in saying, “We’re sorry to hear about your experience” and asking me to call customer service, understand this: words mean nothing without action. This property does not need another scripted apology. It needs accountability, maintenance, cleanliness, and a complete overhaul. I genuinely do not understand how this hotel justifies charging these prices for rooms and facilities in this condition. I would strongly encourage others to stay elsewhere.

a month ago

DO NOT STAY HERE. I would like to preface this with the fact that I travel frequently. I am constantly in hotels, and have never left a review before. I am a Hilton honors member. The first room I was in had a bathtub where the faucet would not turn off, was stained yellow and brown, and was peeling. I opted to lay a towel down and shower on that so as to not let my feet touch the dirty tub. A few hours later, while brushing my teeth, a cockroach appeared on the bathroom counter. It was about the size of the palm of my hand. I called the front desk and asked to change rooms, which they obliged. I did not sleep most of the night because I detest bugs and felt very dirty. The new room ALSO had a faucet in the shower that does not turn off, was stained yellow, and rusting. The hotel was apparently "struck by lightning" and did not have elevators available for the duration of the stay. The entire hotel, and both rooms, felt dirty and unkept. Dust everywhere, stained wallpaper and couches, stained toilets and tubs, etc. I would never recommend staying here.

3 weeks ago

I'll be honest, there's a lot of cosmetic work that needs to be done; peeling wallpaper, missing trim, broken dishwasher, but the staff were SUPER nice and responsive to guests needs. We stayed for a week and 3 of the nights they had complimentary social hour. They had different options each night: soup and salad, salad bar with potato and chicken salad, nachos and hotdogs, wine and beer each night. It really changed my outlook on the hotel. It was such a nice offering. Location is great as well. Would absolutely stay here again

3 months ago

Considering our previous stay this location was a palace. It is dated and the breakfast was lacking but our room was ok. Hotel staff here was great. Inviting and receptive.

6 months ago

UPDATE**** I called the number in the reply. Reviewed what had happened. Told the person who answered the phone (I have no idea who he was since he didn't identify himself) that I was lied to about a refund for the weekend which he interrupted me to confirm. I told him I felt the equivalent amount in points for a 3 night stay in the 2 bedroom suite we had booked would be fair. I told him I didn't know how many points that would be. He said 30000 points per night. I trusted him. Well, unfortunately HE LIED. That room is 116000 points per night. I can't say I'm surprised. We came for the memorial service for my Brother-in-law from 4/17-4/20. I had a 2 BR suite because my son wanted to come. So this was not a vacation for us and my husband was understandably extremely upset. We checked in around 2:30pm on Friday after a very long drive. We just wanted to relax in the living room and watch a little TV but the screen had a blue overlay on the picture for every channel we tried to watch. I immediately reported it but was told Maintenance was not available but would check on it the next morning. Because there were no chairs in the bedrooms, watching TV while sitting on the bed proved to be too uncomfortable. The next day no ne came to fix the TV despite multiple calls and telling the front desk n person about the problem. That evening, I called to let them know the toilet was stopped up and needed a plunger. I was once again told maintenance was not available. I asked for a plunger. The front desk person apparently ran it up to our room, beat on the door with the wooden handle, dropped it off and ran. I tried plunging the toilet, the cheap plunger inverted, toilet water went all over my shoes, clothes and overflowed onto the floor. I was livid. I called Hilton Honors to complain and they conferenced in the front desk person. I was eventually told he would "comp" the entire stay after offering to move us to a smaller room.. Umm no. We checked out and I stupidly thought he would keep his word. Imagine my surprise when no refund appeared, they just threw 5000 points at my account. I called and was told the rooms had been purchased as no-refundable. Umm ok, I wasn't trying to cancel the stay obviously. I left 2 messages requesting a call back from the hotel manager and have never gotten a call back. If they cannot refund my bank account, you would think they could award a comparable amount of points.. NEVER gain!

a month ago