Avoid this place and go to any other hotel in town. There are several good places in the Houston Sugarland area. First we checked in October 31 for a two day stay and the person who checked us in assured us we were good for 3 days as we had a separate reservation for a 3rd day.
Nobody acknowledged us as loyal Hilton honors members, offered us no water or asked us if we needed anything.
The room did not have a working telephone or TV, the sink was missing a stopper and when told about these issues the next person at reception said someone will come fix it. Today is the 3rd day and nothing has been done/
To top it all off, nobody responded to my chat or telephone calls made to reception with our cell phone. When I went down to reception today, I was told to vacate the room because the receptionist said we did not pay for the 3rd day. When I told her I had already checked in on the app, she said the hotel was only holding the room for us and I would have to pay anyway. Also, after an hour after I got my key card validated once again a strange lady walked in our room not realizing that we were in it. We have very expensive jewelry and clothes here as we are attending a wedding.
I told her I that the first person at reception had told me it would be seamless with our two reservations and we would not have to leave our room, she said that’s not possible and when I said I would complain to upper management she said go ahead it does not affect my pay, I’m only part-time.
Appalling behavior from a customer service oriented perspective.
I am considering suing Hilton and if I have to move out today, I don’t even want my money back but also compensation for all the hassle this place has put me through.
Worst experience ever!
This is the worst experience I have had with a Hilton property.
Annisha Robertson
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September 28, 2025
I always put positive reviews when a hotel accommodates us with no issues. Even if there are minor issues. This hotel don’t even deserve one star!! We got to this hotel at 4:30pm to check in the rooms were not cleaned yet. (Rooms suppose to be ready at 3pm for check in) We had an event at 6 so asked if we could come back after the event to check in. They said yes, we have until 4 AM. Went to the event came back at 10 PM and they had no more queen suites available. They gave our room away. Along with another family that was standing behind us. They were going to move us to a king suite. Okay, we said no problem. They then couldn’t figure out their system how to move us to the other room. The lady behind the desk tried numerous times to call her boss that didn’t answer the phone. She finally got a hold of someone else that was extremely rude on the phone and started arguing with me even over the phone. They couldn’t figure out how to charge us an additional $20 for the cleaning. (Yes they charge $20 more once you arrive to the property) They finally charged our card and then said they still couldn’t change the reservation because we booked with Expedia. So instead of just giving up the $20 when they had already messed up our booking all they told us is next time go straight through Hilton and don’t go through Expedia. They blame it on Expedia for overbooking the rooms. Mind you, we had two little ones with us and had to drive 4 1/2 hours back home because they could not accommodate us. Nor were they willing to try. I could maybe understand if we showed up at 10pm and tried to check in. But like I said we showed up at 4:30 when they had rooms available, but the rooms were not clean. The absolute worst experience I’ve had in 50 years with any hotel.
Phillip Guevara
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January 23, 2026
let me preface by saying i did reserve a non-refundable hotel. I did this because my guests were supposed to be 100% coming in, but national weather advisory made it impossible for my them to make it down from their respective location due. the hotels response was "well its nice here in houston." they kept sending me to booking.com to request a waive of the fee. then booking.com kept sending me to them. and then again, sent to booking, and again back. then they cancelled my booking without me even approving of that option. i wouldve stayed there myself just bc i had already paid, but couldnt even do that?
Thiravat ChooJitarom
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January 06, 2026
The cleanest and best kept Hampton Inn we have ever stayed at! My only complaint was that when the room was serviced we didn't have enough towels or toilet paper.
They are also very prompt at breakfast. Closed at 10 AM on the dot.
simzie03
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January 11, 2026
I wanted to highlight Adam, the evening front desk concierge. Even though it was only his first week on the job, he carried himself like a true professional. He greeted us with a genuine smile, was friendly, welcoming and attentive. It’s clear he takes pride in his work and cares about the guest experience. Adam is a wonderful addition to the team, and his positive attitude really stood out.
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Avoid this place and go to any other hotel in town. There are several good places in the Houston Sugarland area. First we checked in October 31 for a two day stay and the person who checked us in assured us we were good for 3 days as we had a separate reservation for a 3rd day. Nobody acknowledged us as loyal Hilton honors members, offered us no water or asked us if we needed anything. The room did not have a working telephone or TV, the sink was missing a stopper and when told about these issues the next person at reception said someone will come fix it. Today is the 3rd day and nothing has been done/ To top it all off, nobody responded to my chat or telephone calls made to reception with our cell phone. When I went down to reception today, I was told to vacate the room because the receptionist said we did not pay for the 3rd day. When I told her I had already checked in on the app, she said the hotel was only holding the room for us and I would have to pay anyway. Also, after an hour after I got my key card validated once again a strange lady walked in our room not realizing that we were in it. We have very expensive jewelry and clothes here as we are attending a wedding. I told her I that the first person at reception had told me it would be seamless with our two reservations and we would not have to leave our room, she said that’s not possible and when I said I would complain to upper management she said go ahead it does not affect my pay, I’m only part-time. Appalling behavior from a customer service oriented perspective. I am considering suing Hilton and if I have to move out today, I don’t even want my money back but also compensation for all the hassle this place has put me through. Worst experience ever! This is the worst experience I have had with a Hilton property.
I always put positive reviews when a hotel accommodates us with no issues. Even if there are minor issues. This hotel don’t even deserve one star!! We got to this hotel at 4:30pm to check in the rooms were not cleaned yet. (Rooms suppose to be ready at 3pm for check in) We had an event at 6 so asked if we could come back after the event to check in. They said yes, we have until 4 AM. Went to the event came back at 10 PM and they had no more queen suites available. They gave our room away. Along with another family that was standing behind us. They were going to move us to a king suite. Okay, we said no problem. They then couldn’t figure out their system how to move us to the other room. The lady behind the desk tried numerous times to call her boss that didn’t answer the phone. She finally got a hold of someone else that was extremely rude on the phone and started arguing with me even over the phone. They couldn’t figure out how to charge us an additional $20 for the cleaning. (Yes they charge $20 more once you arrive to the property) They finally charged our card and then said they still couldn’t change the reservation because we booked with Expedia. So instead of just giving up the $20 when they had already messed up our booking all they told us is next time go straight through Hilton and don’t go through Expedia. They blame it on Expedia for overbooking the rooms. Mind you, we had two little ones with us and had to drive 4 1/2 hours back home because they could not accommodate us. Nor were they willing to try. I could maybe understand if we showed up at 10pm and tried to check in. But like I said we showed up at 4:30 when they had rooms available, but the rooms were not clean. The absolute worst experience I’ve had in 50 years with any hotel.
let me preface by saying i did reserve a non-refundable hotel. I did this because my guests were supposed to be 100% coming in, but national weather advisory made it impossible for my them to make it down from their respective location due. the hotels response was "well its nice here in houston." they kept sending me to booking.com to request a waive of the fee. then booking.com kept sending me to them. and then again, sent to booking, and again back. then they cancelled my booking without me even approving of that option. i wouldve stayed there myself just bc i had already paid, but couldnt even do that?
The cleanest and best kept Hampton Inn we have ever stayed at! My only complaint was that when the room was serviced we didn't have enough towels or toilet paper. They are also very prompt at breakfast. Closed at 10 AM on the dot.
I wanted to highlight Adam, the evening front desk concierge. Even though it was only his first week on the job, he carried himself like a true professional. He greeted us with a genuine smile, was friendly, welcoming and attentive. It’s clear he takes pride in his work and cares about the guest experience. Adam is a wonderful addition to the team, and his positive attitude really stood out.