Hilton Houston Westchase

Perfectly located near a lot of walkable restaurants, great restaurant on property and the pool was beautiful.

The place is extremely outdated for the price and the brand.

Location and security

Being wrongfully accused of being loud when we weren’t even in the building. Returned form a long day and was told the next door people called 3 times. We weren’t asked if it was us, we were accused.

The hotel is clean, room comfortable but the AC should be stronger, and also the bathroom is small

Calm location

Rooms are big

Hotel needs renovation, cleanliness is just ok

To the Hilton Customer Service Team, I am writing to formally express my extreme dissatisfaction regarding my recent stay at your hotel located at 9999 Westheimer Rd, Houston, TX 77042-3802, from July 23rd through July 28th. Unfortunately, my experience at this property was unacceptable and has left me deeply disappointed with the Hilton brand. Room Assignment & Guest Placement Upon check-in on Wednesday, July 23rd, my profile preferences—which clearly indicate a room on a higher floor away from the elevator—were not honored. While I understand that requests are subject to availability, it was particularly disheartening to be placed on a floor filled with children, away from my fellow attendees of the Heavy Hitters Pride (HHP) event. This placement not only disregarded my preferences but also contributed to a disruptive stay, with children repeatedly running through the hallways, knocking on doors, and causing significant disturbances. Lack of Microwave Access A key issue that compounded my frustration was the lack of a microwave in the lobby, which was available during my stay last year. This amenity was removed under new management without informing guests at check-in that microwaves could be requested for in-room use. By the time I learned of this option, I had already discarded nearly $50 worth of food. When I approached the front desk, a staff member named Ty informed me microwaves were available on a first-come, first-served basis and at a $10 nightly fee—a policy I accepted. However, I later discovered that a peer who checked in after me had a microwave in their room without requesting or paying for it, leading me to believe that this policy was inconsistently applied. I brought this issue to the attention of General Manager Jay Haratsis, who listened passively and offered no meaningful resolution. His response came across as indifferent, if not dismissive. Hygiene Violation: Soiled Bed Sheets The most disturbing part of my stay occurred on Saturday, after returning from the pool. After lying down for a nap, I woke up feeling itchy. Upon checking the bed, I found dried fecal stains on the sheets—an appalling and unsanitary discovery. I was horrified and immediately showered, though even that did not ease my discomfort. When I reported this to the front desk the following day, three managers came to my room. Instead of addressing the issue with professionalism, one of them shockingly insinuated that we were responsible for the stains. This accusation was not only false but deeply insulting. Fortunately, I had taken photos of the stained sheets (though I am hesitant to share them due to their graphic nature). Thanks to my routine of requesting extra linens, I was able to handle the situation myself in the moment. To date, I have not received any follow-up communication from Mr. Haratsis or anyone on the management team regarding this serious issue. Unprofessional Conduct by Staff Furthermore, Ty, the front desk staff member, called my room after I mentioned her name to Mr. Haratsis regarding the microwave policy. She questioned and argued with me about what I had said, which I found completely inappropriate and unprofessional. She even confronted me again in person when I returned to the front desk for a wake-up call. Final Thoughts While there were a few staff members who treated me with kindness and respect—particularly a young African American woman at the front desk whose name I unfortunately did not catch—this does not overshadow the overall horrific experience I endured. I have stayed at Hilton properties for years and have never experienced such disregard for basic hospitality, cleanliness, and guest service. This was without a doubt the worst hotel experience of my life. I will never stay at this property again, and I will strongly advise others in my network, particularly within the HHP community, to avoid this location as well. I hope Hilton takes this complaint seriously and conducts a thorough investigation into the conditions and conduct at this property. Sincerely, Jonathan Austin #478631519 – Hilton Honors Reginaldl520@gmail.com