Hampton Inn & Suites Houston-Bush Intercontinental Aprt
🏨 Hotels & Travel · Houston
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Front desk staff was rude and unhelpful during the check-in process.
Business reply on Google
Thank you for your feedback. I apologize that your arrival experience did not meet your expectations. To clarify, if your online check-in had been completed, you would have received a digital key. Since a digital key was not issued, your check-in still needed to be completed at the front desk, including the standard incidental authorization. Regarding the Diamond member benefit, the MyWay amenity includes two complimentary market items or two bottles of water. While our team followed the program guidelines, I apologize that the interaction left you feeling unappreciated. We have shared your feedback with our team as a coaching opportunity to ensure every guest receives the warm, welcoming service they deserve. Thank you for your loyalty to Hilton.
Rude staff and room provided with a flooding toilet
Business reply on Google
Ms. Jones, Thank you for your feedback. After reviewing your reservation, the room was booked through a third-party agency and our team was working to verify the payment authorization provided. Additionally, the card presented at check-in for incidentals and the required pet fee declined when authorization was attempted. We regret any frustration this caused and apologize that the first room assigned required attention. Your comments have been shared with hotel leadership for review. Sincerely, Arthur Chapman General Manager
excessive noise from aircraft overhead prevents sleep
Hotel room was dirty with a dead insect on the wall.
Business reply on Google
Thank you for sharing your feedback. We are very sorry to hear about the condition of Room 402 and understand how unpleasant this must have been. While it appears, the issue may not have been reported during your stay, we still appreciate you bringing it to our attention so it can be properly addressed with our housekeeping team. Cleanliness is extremely important to us, and we regret that your experience did not meet expectations.
The hotel room was infested with bedbugs.
Business reply on Google
We take concerns like this very seriously and appreciate you bringing it to our attention shortly after check-in. Our front desk team immediately apologized and offered to relocate you to another room to resolve the situation. As a precaution, the room was taken out of service and thoroughly inspected. Our internal inspection found no evidence of bedbugs, and a licensed third-party pest control provider also completed a follow-up inspection confirming no activity was present. We understand how concerning this can be, and we respect your decision to depart. Since your reservation was booked using Hilton Honors points, any refund or adjustment had to be handled directly through their team, and we’re glad to hear it was ultimately resolved. We appreciate your feedback and remain committed to addressing all guest concerns promptly and thoroughly.
Hotel is located near runway and requires in-person check-in.
Business reply on Google
Thank you for your feedback—we’re sorry to hear your stay did not meet expectations. As an airport hotel, we are located near active flight paths, which can result in aircraft noise at times. We do offer earplugs at the front desk for light sleepers and are always happy to assist with room placement requests when availability allows. Regarding digital key, for security purposes all guests are required to stop by the front desk for verification prior to key activation. We understand this may differ from other Hilton properties and appreciate your understanding as we prioritize guest safety. We appreciate you sharing your experience and hope to have the opportunity to provide a more comfortable stay in the future.
Vehicle was vandalized on hotel property due to inadequate security measures.
Business reply on Google
Thank you for sharing your feedback. We are sorry to hear about the incident involving your vehicle. While we certainly understand how upsetting this situation can be, the hotel cannot be responsible for criminal acts committed by third parties in the parking area. As with any incident of this nature, we recommend contacting local law enforcement so an official report can be filed. Law enforcement may then contact the hotel directly if they need to request any available surveillance footage as part of their investigation. We take guest concerns seriously and will cooperate with any official inquiry.
Hotel staff allegedly stole luggage and falsely accused guest of theft.
Business reply on Google
Thank you for your feedback. We are very concerned by the seriousness of the claims described. After a thorough internal review, we found no record or evidence supporting the events as stated. Our hotel does not withhold guest belongings, and any lost items reported are handled according to established procedures. We regret that you feel this way about your experience. This matter has been reviewed in line with hotel policy.
The hotel unilaterally cancelled a confirmed reservation due to renovations.
Business reply on Google
Thank you for sharing your feedback. We sincerely apologize for the inconvenience and disappointment caused by your reservation cancellation. Due to scheduled renovations, some future reservations were impacted. To minimize disruption, we proactively sent notification emails to affected guests well in advance so they would have time to review their options and make alternative arrangements if needed. We completely understand how frustrating unexpected changes can be and regret any stress this may have caused. If you would like to discuss your experience further, please contact the hotel directly — we would welcome the opportunity to assist you.
multiple unresolved service issues during hotel stay
Business reply on Google
Hi Brian, we're sorry you've had negative experience at our hotel. We strive to provide top-notch service and hospitality for all of our guests. Your feedback is important to us, and we encourage you to reach out to https://help.hilton.com/s/contactsupport or call (281) 442-4600 so we can look into this further. Thank you, and we hope to serve you better in the future.
General manager observed yelling at and distressing a staff member.
Business reply on Google
Hi there - This is concerning to hear. We’re so sorry that your experience did not match our high standards of service and hospitality. We would like the opportunity to investigate this further. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (281) 442-4600? Thank you for bringing this to our attention.
unhelpful staff, poor cleanliness, and malfunctioning digital key system
The hotel was noisy, rooms were worn, and staff were unhelpful.
Business reply on Google
Hello Jeff, we're sorry to hear about the noise, room condition, and staff interaction. We strive to provide exceptional service and pleasant accommodation for our loyal guests, and it seems like we missed the mark. We will look into this with our team for future improvements. We appreciate your loyalty and hope to have the opportunity to serve you better next time. Thank you.
hotel room infested with bugs and contained hair in bedding
Business reply on Google
Thank you for taking the time to share your experience with us. I want to sincerely apologize for the discomfort and inconvenience you encountered during your stay. It is absolutely unacceptable that you found insects in your room and experienced issues with cleanliness—this is not the standard we strive to uphold. Please understand that sometimes insects can enter through AC units, which is why we immediately moved you to another room and called Ecolab to address the situation thoroughly. However, I realize this does not change how unsettling your experience was, and I regret that our response fell short of your expectations. We truly appreciate your feedback, as it helps us improve. Your concerns have been escalated to our management and housekeeping teams to ensure stricter cleanliness standards and faster, more effective resolutions in the future. Thank you again for your feedback, and I hope we have the chance to restore your trust in our hotel.
The hotel charged for parking despite advertising it as free.
room water temperature issues and unhelpful front desk staff
The hotel room carpet was dirty and lighting was inadequate.
Business reply on Google
Hello Ayanna, thank you for sharing your feedback. We're sorry to hear about the condition of the room and the lighting issues you experienced. It's great to know that our staff was helpful and that you appreciated the breakfast and shuttle service. Your concerns about the carpet and noise are being looked into. Please reach out to https://help.hilton.com/s/contactsupport or call (281) 442-4600 to discuss your experience further. We hope to provide a better experience at Hampton Inn & Suites in the future.
Unreliable shuttle service, poor maintenance, and inadequate breakfast provisions.
Business reply on Google
Thank you for your feedback. I sincerely apologize for the many issues you experienced, from the shuttle service to the condition of the property. This is not the level of service or quality we strive to provide. Your comments have been shared with our team to address the concerns you've raised and make necessary improvements. I appreciate you bringing these matters to our attention and hope we have the opportunity to better serve you in the future.
hotel rooms had mold and pest infestations
Business reply on Google
Thank you for your feedback. We’re very sorry to hear about the issues you experienced during your stay. This is not the standard we strive for, and we’ve addressed your concerns with our housekeeping and maintenance teams. Please know that we have never had a report of pests like this before, and we’re taking your comments seriously to ensure it remains an isolated incident. We truly appreciate your kind words about our staff and hope you’ll give us another opportunity to provide the experience you expected.
Hotel refused refund after failing to provide functional air conditioning
Business reply on Google
Hello Mindy - We are so sorry to hear about these issues you had to deal with while staying with us. We are looking into this internally. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (281) 442-4600 so we can connect with you. Thanks for taking the time to share your feedback, and we look forward to hearing from you.