Hampton Inn & Suites Houston Medical Ctr Reliant Park

I'm a Hilton Honors Gold Member and have never had an issue with Hilton, however, if I could rate this property 0 stars I would. worst experience I've ever had with Hilton. Property is in really bad shape, carpets are old, smelly and stained; the whole property needs a complete renovation urgently. Cleaning during our stay was non-existent, I texted the hotel to have them clean our room and they told me cleaning staff was gone for the day, that they could clean it the following day which was our check out. But the most aggravating part is that I was double booked due to a glitch in Hiltons system, when I realized this happened I tried to cancel to which they said a big NO. I called corporate and they kept throwing the ball between Hilton and the property management. They charged me a cancellation fee of $160.00 on the booking I could not cancel. I opened a case with Hilton and requested a refund which did not happen. ended up paying the price of a Luxury stay and was given a Motel 6 experience. I should have paid the more expensive rate at the Hyatt Place, pretty sure I would not have had any issue. The only good thing about this property is it's location. Hilton shouldn't be associating their name to this type of properties. Shame.

a month ago

We stayed here to be close to World Cup game. Upon arrival, there is a sign on the door that say it's locked, and to use your key card. Since I had checked in and had a digital key, I tried that, but they don't work on front door. It turns out the door wasn't locked anyway - that's only after hours; however the sign doesn't say that. There is another sign at the front desk that gives some kind of mandate, but I can't remember what it said. The front desk said to ignore it and the sign outside. So meanwhile, Houston is hosting international guests for World Cup, and have signs everyone is supposed to ignore? I found this completely ludicrous as guests without fluent English will be very confused. When I asked about it, the front desk said they had just got on shift. This seems to be a common excuse with Hilton brands these days. Since the signs outside showed that they had been quite weathered in place, it's not like the first shift just post it. There are simple solutions to these problems and require only very basic customer service. When I arrived in my room, there was no water and snack awaiting me as per my preference in the app as a diamond member. That was disappointing since it was very hot in Houston. I ended up ordering water delivered from a local store for a significant markup plus fee plus tip. The hotel is in a great location for the medical center or NRG stadium, but do not expect more than just a place to sleep. Definitely do not expect any customer service.

2 weeks ago

Unfortunately, the experience was not at all up to our expectations or the price paid. Upon entering the room, we noticed a serious lack of hygiene: the beds were full of hair and the room had a persistent dirty odor. Given this situation, we decided to report the issue immediately. ​However, the most disappointing part was how our complaint was handled by the female manager on duty. Far from offering an efficient solution or an appropriate apology, her treatment of us was inattentive, unprofessional, and lacked the courtesy expected in the hospitality industry. The problem was not resolved satisfactorily, which completely ruined our stay. ​On a positive note, I consider it fair to highlight that both the hotel's location and the breakfast service were proper and to our liking. Nevertheless, a good location does not compensate for a lack of cleanliness, let alone poor customer service. ​Given the price of the rate, next time we will choose to look for alternative accommodation where the staff is more hospitable and a minimum standard of hygiene is guaranteed.

a month ago

Hotel was on par with most other Hamptons and consistent with our expectations. Location was convenient for accessing nearby hospitals, which was the reason for our stay. Rooms and lobby were very clean and the beds and suite furniture were also clean and comfortable. Ground level parking was secured by fencing and a motorized gate along with onsite security… which I appreciated. Would stay here again.

2 months ago

The worst hotel I have stayed in so far. We travel 8 plus hours to take my disabled son to Texas Children’s for his medical appointments, we have stayed In multiple different locations close to the hospital and this has been the worst of them all. 1st let’s start off by how they refused accommodation for the disabled and completely went against the. ADA rules. I asked multiple times to switch our room which they expressed they had larger rooms available but no handicap. Even when I explained to them that a larger room is what I needed because my son wheelchair couldn’t fit in their tiny spaced room, so it took 2 of my family members to pick up and carry my son out his wheelchair onto the EXTREMELY hard and uncomfortable bed. The staff (Caucasian pregnant lady) and (male foreigner) were rude and was determined to not accommodate us. The rooms are filthy and old, dogs barking and scratching and shaking all around the food and coffee area. It was a complete circus. They do not care about disabled people and only want the money for the room price posted, I will never in my life recommend or come here again. We have over 8 trips needed booked for Texas and not 1 will ever be here again.

a month ago