Name: Hampton Inn Houston-Brookhollow
Address: 12909 Northwest Fwy, Houston, Texas, 77040, 12909 Northwest Fwy, Overseas, United States
Rating: 4

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Hampton by Hilton

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Non-Smoking King Study

2 Queen Accessible Roll-in Shower Non smoking

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King Studio Suite with Sofa Bed - Non-Smoking

I stayed at this Hilton from 04/20 - 23. I tried to use the app to choose my own room, but the hotel pre-selected the room. Tried many times throughout the day, but was offered the same room each time. My reservation stated I was to receive a king room with sofa. No sofa in my room. Finally accepted. The room/hotel had a bad remodel. They repainted and put in new carpet and furniture, but there are still holes in the walls, a bad shower head (albeit new), and fixtures in the bathroom are broken or falling off the wall. The good: the TV was new and larger. The bad: the front desk. Getting towels is like pulling teeth. Called multiple times, but no towels. Finally tracked someone down, and he was almost rude telling me to leave my old towels outside the room in the hall. I even requested extra towels on my reservation. I walked by the housekeeping room on my way to my car and there were hundreds of freshly folded towels in there. I had 1 hand towel and 2 bath towels in my room. No washcloths. I went to walmart and bought a shower loofah. My garbage was so full by the time I left, I had to leave garbage on the desk. Sorry housekeeping. Management has opted not to provide housekeeping services so I guess you get what you get.  My brother came to the hotel at 6:30 on Saturday to take me golfing. The front door of the hotel was locked and the lady at the desk only pointed to a room key. He called me, and I had to go down and let him in. Ridiculous. I get that they need security features, but it's odd that she only pointed to a room key. He was dressed well and didn't look to be a homeless guy looking to use a bathroom.  I was left with only decaf coffee in the room. They serve coffee downstairs, but the cups are terribly small, so I would have had to walk several trips. No thanks. I drove to Starbucks each day. I never ate breakfast at this hotel.  Dear Hilton Corporate. The parking lot has designated spots for Diamond members. No other 'perk' for being a Hilton rewards member. And even if I weren't a Hilton rewards member, there's no benefit to staying at this property. With so many other options, stay somewhere else. There's a Marriott just north of this property on Hwy 290.

This was the worst experience we've ever had with a Hampton property. The young man who checked us in was nice.  But we picked rooms through the app to have 2 rooms adjoined and the other next to that room- and we did receive 2 adjoining rooms and one room down the hall.  We were OK with that as we just wanted to get in our rooms and rest as we were traveling with children.  The room that was down the hall had a strong cigarette smell, which we dealt with, and just switched rooms within our group.  We did not want to add to the work load of the front desk people as they seemed overwhelmed, the elevators weren't working, and they stated they were short on cleaning staff.  We let the kids rest a bit and then we went out to enjoy some entertainment that was near the hotel.  Upon coming back, we noticed that one of the  adjoining rooms was locked from the inside.  The latch was preventing us from opening the door even though we were able to unlock the door with the key.  We called the front desk to inquire if there was someone who could help us with opening the inside latch.  I explained what had happened and the lady who answered said ”so are you saying you don't know how to open the door using the key card?”.  I then spent some time explaining that we could unlock the door but we couldn't open the door due to the latch being locked.  She then asked me ”what are you expecting me to do?”  I responded that I would like to know if the hotel had a specific tool they use in  the event that the latch locks the door from the inside.  She said ”nope.”  So I asked her what my options were, how could I get my things out of the room, etc.  She responded ”you can forget your things and I can look to see if there is another room.”  I explained I had my clothes and medicine inside the room that I needed and she said ”oh well.”  I said ”so there is no way to retrieve my things at least?” and she said ”nope” and hung up on me.  So we started YouTubing solutions to open hotel doors that have an inside latch and just couldn't quite reach that latch.  After an hour (trying to avoid the lady at the front desk) at about 1 am, I realized I had no option but to try again to have a conversation with the lady.  I went down to the front desk and she moved me to a room on the 1st floor.  In person, she was a little more polite than on the phone.  We went to breakfast the next morning and asked the day shift front desk representative about the original room situation that was locked.  She said ”oh, that was unlocked this morning when our maintenance man got here.”  The night shift front desk representative never mentioned that maintenance would be able to open the door within a few hours.  We then were able to get into our room and enjoyed the good location of the hotel.

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Discover 106 reviews of Hampton Inn Houston-Brookhollow, rated 4 by real travellers on Trip.com. Explore what previous guests loved about the hotel, including its services, amenities, location, rooms, and more!

Hampton Inn Houston-Brookhollow Reviews: 106 Verified Reviews Latest 2024 | Trip.com

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