The Sam Houston Curio Collection By Hilton

As a Hilton Honors Diamond member who travels extensively for work, I was extremely disappointed by my recent experience at the Sam Houston Hotel in Houston. I flew into Houston for a last-minute business trip and needed a credit card authorization form processed in accordance with my company’s travel policies. I understand that hotels may have procedures in place due to fraud concerns, and I was willing to work within those constraints. I even offered to personally pay for the first night while allowing time for the authorization paperwork to be completed for the remainder of my stay. Unfortunately, the interaction with Forest, the Operations Manager, became unnecessarily confrontational. Despite explaining that I am a frequent guest who has stayed at this property multiple times and spent thousands of dollars here over the years, I was repeatedly told that he did not know who I was and that the situation was not his issue. What concerned me most was not the hotel’s policy itself, but the manner in which the situation was handled. When I attempted to explain that hospitality is built on relationships and guest experience, I was told I was putting too much energy into the matter and that I could take my business elsewhere. I was also told to book through Expedia or another source, despite explaining that doing so would violate my company’s travel policies. The conversation ultimately escalated to the point where I was told that local non-emergency authorities would be contacted, which felt completely unnecessary and disproportionate given that I was simply attempting to discuss a business travel accommodation issue. I have always chosen this hotel because of its location, comfortable rooms, and previous experiences. However, this interaction left me feeling that guest loyalty, professionalism, and reasonable problem-solving were not valued. I hope Hilton and the property’s leadership review how situations like this are handled in the future. Policies are important, but so is treating guests with respect and professionalism, especially long-time Hilton Honors members who are trying to find a solution rather than create a conflict.

2 months ago

I am a Hilton Honors person and I travel a ton and stay at Hilton properties! This crew at the Sam Houston was amazing! From the welcoming door... to my Check in hosts.. Mary checked me in timely and with the biggest smile! Jeremy recommended great options but did say that The Sam had amazing steak! Yes... I ate it and it was amazing. And Todi a bartender with class and great humor.... also advised me on the great food this place offered!!!! Next time I will visit the Sam and I truly hope that Todi, Mary and Jeremy are still part of this team! Ps. My room is perfect... clean and bed is comfortable! I don't think I have been this happy with a Hilton property since Inverness Castle Scotland( and that was a masterpiece)! Thank you

a month ago

I stayed at the Hilton Sam, Tapestry Collection a few weekends ago to celebrate my birthday with a group of (5) five friends, and unfortunately it was one of the worst hotel experiences I’ve had. Right from arrival, valet service was lacking. There was no greeting, no help opening doors, and no assistance unloading luggage, we had to do everything ourselves despite paying $56/per night valet fees. Later that night (around 3:00 a.m.), valet was again nowhere to be found. The room itself was unacceptable. Dirty sheets, hair all over the carpet, dirty windows, a broken ironing board, and a damaged toilet seat made it feel gross and unsanitary. When I requested housekeeping, I was told it couldn’t be done until 7:00 a.m., not exactly how you want to spend a birthday weekend. When I called the front desk to explain, I felt rushed, interrupted, and dismissed. To make matters worse, one of my guests had a rental electric vehicle and was forced to park it themselves because the valet staff didn’t know how to operate it. If valet is offered and charged, staff should be trained appropriately. We also tried to get brunch on Sunday. At 8:15 a.m. it “wasn’t set up yet,” and when we returned at 1:00 p.m., we were told it had already ended, despite advertised hours of 8:00 a.m. to 2:00 p.m. The experience became so overwhelming that I changed my flight to leave six hours early just to get out of the hotel. Before leaving, I spoke with the valet manager, who said the valet fees would be waived due to the issues. However, I later checked my credit card and saw that the charges were still applied in full. I had to reach out the the hotel a thrid time to have this corrected. Overall, the biggest issue was a complete lack of coordination, accountability, and hospitality. It felt like every department was operating separately, with excuses instead of solutions. This stay did not meet the standards I expect from Hilton, I haven't heard back from management and I won’t be returning. i plan to stick with my IHG and Marriott Hotels.

3 months ago

I have nothing but the best things to say about this hotel. The rooms are beautiful & comfy, the location is so walkable, and the CUSTOMER SERVICE is what truly takes the cake. My company had the privilege of working with Jeremy at the front desk a ton for our work retreat in Houston, and he was the most accommodating, kind, wonderful human being ever who consistently went above and beyond to make our trip easy and memorable. We were so thankful for him (and the rest of the Sam team too!)

3 months ago

I didn’t even stay at this hotel and by far this has to be one of the best places I’ve experienced great hospitality while visiting Houston For an Astros game with a coworker, literally just passing by trying to find a place to grab some food a nice vibe and a drink or two. The Bartender, Todi Jesus she can make a drink!! The Chef I believe his name was Benny , chicken marsala was by far the best I’ve ever had. . From Valet to them, they really made us feel like family. Such a warm welcoming. There was a front desk guy by the name of Jeremy . He was great as well. On my way passing to go to the bathroom. We discussed basket ball and our favorite players . I’ll definitely book this place next time I’m in Houston!

a month ago