Hilton Garden Inn Houston NW America Plaza

Reviews

• MM

  Marco Meier

  Dec 17, 2025
  5.0
  Wenn man es ruhig haben will, sollte man ein Zimmer auf der andern Seite des Highway wählen.
• JG

  Jon Garr

  Dec 9, 2025
  2.0
  I would not stay here except it's very close to work. So I've been at this hotel for weeks, long enough to see the good and the bad. Staff are usually nice enough and try to be helpful, but rooms are often not clean, pillows are way too soft, TV settings are blocked and set in a way that gives me motion sickness. The continental breakfast add-on for $10 is super-basic. There are only breads, cereal, and fruit, but no protein at all. Much cheaper hotels usually offer waffles, eggs, and a meat.
• CG

  Candace Gabriel

  Dec 6, 2025
  1.0
  My vehicle was targeted by security guard who took photos prior to me checking in, later on through the night my windows was smashed out. Security guard was dressed with sandals on. I notified property manager and there was no compassion or understanding. I still haven’t heard back from management. Do not sleep here!
• AL

  Angie Lynch

  Nov 26, 2025
  1.0
  I’m a frequent business traveler, and my stay at this property was one of the most disappointing I’ve experienced. The primary issue—and the reason for this review—is a fraudulent $24 charge for purchases I did not make. Despite multiple calls and repeated assurances that the hotel would contact me to resolve it, no one ever followed up. That lack of accountability is unacceptable. The stay itself came with several avoidable problems. At check-in, I was told the hotel was experiencing hot water issues and to “give it time.” My toilet didn’t flush, requiring maintenance to come to the room. After the repair, they left spare parts scattered in the bathroom and did not clean up after themselves. Housekeeping never replenished basic items like coffee or toilet paper, which forced me to go back to the front desk to ask for supplies. For a property under the Hilton flag, this is well below standard. As a career traveler, I strongly recommend reconsidering this location until the hotel addresses its service, housekeeping, and billing issues.
• CK

  Christine Kramer

  Nov 14, 2025
  1.0
  Disgusting experience, both the cockroaches in my room and the hotel's response. I am copy-pasting my correspondence with General Manager Syed H. Kazmi below, which contains the details. He claims "housekeeping and engineering teams have been retrained on enhanced inspection and sanitation protocols" in just 24 hours, so he clearly acknowledges that the infestation is real (whether or not he is lying about an impossibly fast full-staff retraining). I have been offered absolutely no compensation from Mr. Kazmi or Hilton. I paid $241/night. I have contacted DSHS with full details and additional evidence (that I will not send directly to Mr. Kazmi, who is in full CYA mode). -- CORRESPONDENCE Nov 8, 2025 GM of Hilton Garden Inn Houston NW America Plaza: I just had a a 2-night stay in room 207 (Nov 5-7). As I hope your staff has now informed you, I woke up on Friday morning to see a large roach crawling above the window. I then saw another on the curtain itself. I quickly sealed my belongings, took a very fast shower, and walked out of the bathroom to see 2 more crawling across the floor towards the curtains. I left more than 2 hours before necessary for my travel, obviously not eating breakfast (for which I paid extra) or otherwise staying on the property. I am repulsed and horrified...and shocked that I have heard nothing in the 24 hours since I left. I booked this particular stay through Chase Travel (rather than directly, as with 3 other Hilton stays this year including the Canopy at Baltimore Harbor that I'm currently in), so your front desk staff did nothing more than apologize for the "inconvenience" and say that they would pass it on to you. I lived in Houston, I am aware that roaches are an issue city-wide, but I have never experienced such an open, daylight infestation at any hotel or home. Not even close. I shudder to think how many roaches were crawling around the room at night while I was sleeping on both nights. There was no open food in my room, no food in the hallway. No open windows, no weather event or adjacent construction. This is a massive failure of maintenance, abatement, and cleanliness at your property. Upon my return home, I will be addressing this matter with Hilton, Chase, and DSHS; and protecting others with my experience on Yelp, Google, and TripAdvisor. No one else should pay $500 for 2 nights in a roach-infested hotel on the side of a highway in a city full of options. Your failure to proactively contact me same-day is a huge mistake, which I assume means that you do not consider roaches in your hotel rooms to be a problem. We'll see what others think. I look forward to hearing from you no later than end-of-day Monday, November 10 with your complete proposal to make things right before I proceed. RESPONSE FROM GM Nov 8, 2025 Dear ******, Thank you for taking the time to share your recent experience with us. I want to sincerely apologize for the distress and discomfort you encountered during your stay. What you described does not reflect the standards of cleanliness, maintenance, or hospitality that we hold ourselves to at the Hilton Garden Inn Houston NW America Plaza. Immediately upon receiving your report, our engineering team inspected Room 207 and the surrounding area, and found nothing in the room as described. If you can please provide some pictures for reference. Please know that we take such matters extremely seriously. Our housekeeping and engineering teams have been retrained on enhanced inspection and sanitation protocols. While I understand how upsetting this experience was, I do appreciate you bringing it to our attention. Feedback like yours allows us to identify and correct issues quickly, ensuring a better experience for all future guests. Thank you again for your feedback and for your loyalty to the Hilton brand. Warm regards, Syed H. Kazmi General Manager -- REPLY (NO RESPONSE) Nov 9, 2025 Mr. Kazmi, • Specifically, what time did your "engineering" staff enter the room? • What did they inspect? • Were you present?

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