Sherri, the director of sales is the rudest person I have ever met. I called the front desk to ask about something, she answered the phone. Apparetnly, she wasnt happy covering the desk. As a former Hilton manager for years. I honeslty dont understand how someone liker her could work in the hospitality field and go all the way up to director? She hung up on me. I thought we got disconneced cause there is no way she would hang up on me when I am just asking a simple question, it rung, she picked up and hung up again right away without even answering. I would like to see her reaction when this goes on the SALT results. I am an assistant general manager at an IHG hotel and I would never hang up on anyone unless they were literally cursing me out and I had asked them a couple of times to calm down and they wont, then I would have the right to hang up. But to do what she did, is just plain rudeness and she is not worthy of the job she has right now. People come to hotels to escape their busy lives, to relax and enjoy, to get pampered, to find their needs met before they even ask for it not to get hung up on. This hotel is rated 10 out of 12 hotels in the area. Now you now why. Please choose the people you hire especially if you are representing Hilton. I would be more than happy to provide my phone number privately if you would like to confirm this incident from the phone records. Thank you!
D Lashae Davis
-
February 23, 2026
So we got here Friday evening and check in was fine. Then we got upstairs and it was instantly humid in the hallways but we tried to ignore because we had ac in the room. The room was clean but there was nowhere to put our luggage. My mom came here for family but also business and could not use her WiFi. We asked about the WiFi several times and was told they had someone working on it Friday, then Saturday, now Sunday. I asked for a late check out because of the amenities inconvenience I was told the WiFi was “Hilton’s issue not ours” and late check out would be a charge. Every other hotel is 12p for check out. Also the two times our rooms were cleaned there was blonde straight hair found, room half cleaned, and no replacement of what we use. Our phone was offline the ENTIRE STAY. So we had to use the app which wasn’t working the best. When people come to stay they pay to have amenities not to be told there’s nothing you can do or expect for us to use our networks which barely worked in the hotel. Staying with Marriott is the best way because we get taken care of better. We expected more from Hilton and we hate that this has dampened our view.
simzie03
-
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.
Roses Tx
-
February 15, 2026
I recommended this hotel for its lively location near HEB, Walmart, and restaurants, but the management was HORRIBLE. Room phone didn't work, and front desk staff gave dismissive 'it'll be fixed tomorrow' responses. WiFi was also down (they were working from the hotel!) and wasn't fixed in 5 days. Not good for international guests without local sims. Would've been better off at Hilton Garden which is another parking lot. Bad service, dirty rooms and very bad breakfast. Please dont be fooled by the location or look if this hotel😔
Matthew Whalin
-
December 16, 2025
Do yourself a favor and pick an odd room. Then you are looking out at green space behind the hotel instead of the road and restaurant. Great location to get to many things quickly. Rooms are great, breakfast is good and the staff is awesome! Great quality for the price. I've stayed here 40 plus nights this year.
Our Address
218 Promenade Wy, Sugar Land, TX 77479, USA
Claim Listing: Hampton Inn & Suites Houston/Sugar Land
Please Login or Register an Account to Claim Listing
Sherri, the director of sales is the rudest person I have ever met. I called the front desk to ask about something, she answered the phone. Apparetnly, she wasnt happy covering the desk. As a former Hilton manager for years. I honeslty dont understand how someone liker her could work in the hospitality field and go all the way up to director? She hung up on me. I thought we got disconneced cause there is no way she would hang up on me when I am just asking a simple question, it rung, she picked up and hung up again right away without even answering. I would like to see her reaction when this goes on the SALT results. I am an assistant general manager at an IHG hotel and I would never hang up on anyone unless they were literally cursing me out and I had asked them a couple of times to calm down and they wont, then I would have the right to hang up. But to do what she did, is just plain rudeness and she is not worthy of the job she has right now. People come to hotels to escape their busy lives, to relax and enjoy, to get pampered, to find their needs met before they even ask for it not to get hung up on. This hotel is rated 10 out of 12 hotels in the area. Now you now why. Please choose the people you hire especially if you are representing Hilton. I would be more than happy to provide my phone number privately if you would like to confirm this incident from the phone records. Thank you!
So we got here Friday evening and check in was fine. Then we got upstairs and it was instantly humid in the hallways but we tried to ignore because we had ac in the room. The room was clean but there was nowhere to put our luggage. My mom came here for family but also business and could not use her WiFi. We asked about the WiFi several times and was told they had someone working on it Friday, then Saturday, now Sunday. I asked for a late check out because of the amenities inconvenience I was told the WiFi was “Hilton’s issue not ours” and late check out would be a charge. Every other hotel is 12p for check out. Also the two times our rooms were cleaned there was blonde straight hair found, room half cleaned, and no replacement of what we use. Our phone was offline the ENTIRE STAY. So we had to use the app which wasn’t working the best. When people come to stay they pay to have amenities not to be told there’s nothing you can do or expect for us to use our networks which barely worked in the hotel. Staying with Marriott is the best way because we get taken care of better. We expected more from Hilton and we hate that this has dampened our view.
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.
I recommended this hotel for its lively location near HEB, Walmart, and restaurants, but the management was HORRIBLE. Room phone didn't work, and front desk staff gave dismissive 'it'll be fixed tomorrow' responses. WiFi was also down (they were working from the hotel!) and wasn't fixed in 5 days. Not good for international guests without local sims. Would've been better off at Hilton Garden which is another parking lot. Bad service, dirty rooms and very bad breakfast. Please dont be fooled by the location or look if this hotel😔
Do yourself a favor and pick an odd room. Then you are looking out at green space behind the hotel instead of the road and restaurant. Great location to get to many things quickly. Rooms are great, breakfast is good and the staff is awesome! Great quality for the price. I've stayed here 40 plus nights this year.