Where to begin... I was getting married and chose this hotel for our guests as well as myself, THE BRIDE, for our wedding. While most of my guests had an overall satisfactory experience, it was EXTREMELY UNSATISFACTORY that the hotel staff messed up my own reservation and room accommodations. My husband made my reservation via internet months in advance, and noted during the reservation process that it would be the room for THE BRIDE. My husband called to confirm the reservation at roughly 5:30 pm the day of my arrival, and a woman named Claudia confirmed that reservation and also confirmed that it was the room for THE BRIDE. Then 3 hours later the same employee he talked to, Claudia, left a voicemail saying the room was given away!?!?! We were told there was a leak, and that's understandable, but when something like that happens how in the world do they decide to ditch the bride's room on the night before her special day!?!?! Furthermore, when I attempted to check in Claudia said there was NO NOTATION ABOUT ME BEING THE BRIDE. That's mind boggling!!! How can one person say one thing and then something totally different mere hours later!?!?! Totally unacceptable. When this problem was made aware to me, the initial compensation was moving to a room with 2 double beds, NOT A KING BED AS THE ORIGINAL RESERVATION STATED, and Hilton Honors points towards a future stay. Seeing as how this is my first experience with a Hilton Garden Inn, I have absolutely no intention of having ANY future stays. The fact that that was the only compensation offered was frankly offensive. Finally, after my husband spoke with a manager named Mike, they agreed to comp my room and the room of one other guest instead of the future night's stay, and they also included a bottle of champagne. MUCH too little MUCH too late if you ask me... The main sticking point to me and my husband was the fact that Claudia flat out LIED to us about the situation, and at one point even placed my husband on hold to deliberately avoid the situation as she attempted to "locate the manager" when in fact my husband hung up the phone and called back and the manager was mysteriously made available immediately... The lack of service, lack of professionalism, lack of integrity, etc. of Claudia was deplorable and despicable. If it weren't for Mike, who knows how the situation might have ended. TERRIBLE SERVICE!!! Good luck with your business if that's how you treat THE BRIDE OF A WEDDING STAYING AT YOUR HOTEL...
- Official Description (provided by the hotel):
- Stay at the Hilton Garden Inn Houston NW/Willowbrook hotel, steps from shops, restaurants and corporate offices. Nearby attractions include Willowbrook Mall, Vintage Park Plaza, Gleannloch Farms Golf Club and the Sam Houston Race Park. Hewlett Packard Invent corporate offices are a three-minute drive from the hotel, and George Bush Intercontinental Airport is 20 minutes away. Take advantage of our complimentary Yukon XL shuttle that provides service within a 5-mile radius. The hotel is located at the intersection of FM 1960 and State Highway 249, and offers easy access to US Highways 290, 99 and 45. Relax and stay connected while traveling with complimentary high-speed internet access in all of our renovated guest rooms and public areas. The hotel boasts 3,000 sq. ft. of function space that is ideal for business meetings, social events and weddings. Allow our professional meeting planners to assist you with your next corporate or social event. Work out in our on-site fitness facility, and receive complimentary VIP access to Lifetime Fitness- see the the front desk for details. Purchase snacks, drinks, ice cream and sundries at our Pavilion Pantry or chillout at the Chateau Wine Bar for some much needed relaxation. Happy Hour specials Monday-Friday and Nightly specials offered. ... more less
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- Also Known As:
- Hilton Garden Inn Houston Northwest Hotel Houston
- Hilton Houston
- Houston Hilton