Hilton Garden Inn Houston/Bush Intercontinental Airport

Nice

Saved from what started to be a terrible night with 2 other hotels 1 having cockroaches and bad driver and the other driver not showing up to pick me up at terminal and 1 hr later he said he had other guest...Thank you Hilton for a wonderfully ending and a rest of 4 hrs but i felt safe clean and definitely stay there again.

After delayed flights led to my missed connection at Houston/Bush Intercontinental, I decided to book this Hilton Garden Inn. Finally taxiing up to our gate in Terminal E, I called the hotel to see if, by some chance, there was a shuttle still running to the airport. I'll just refer to the girl that picked up the phone as "A". After explaining I was booked there that night and asking if the shuttle was still operating, "A" asked me what terminal was I at. I told her Terminal E and she said the only terminal they operate to is C. I told her I would make my way to Terminal C right away. I get to Terminal C and find the hotel pick up location. I see two Holiday Inn and one Sheraton shuttles go through before calling back for an update. "A" picks up the phone again and I remind her who I was and I was at the hotel pick up at Terminal C. She immediately snaps back saying the driver waited 20 minutes and had left and was back at the hotel. I questioned her, "20 minutes? There's no way! What time is it?" She said "you called me at 11:59pm." It was now 12:19am. I told her I had been there for 5 minutes before I called her. "A" then started to backtrack. She said she was going to put me on hold and see if the driver could make another trip. 14 minutes later, her colleague picks up the phone like I was a new caller. (I had a feeling this was going to happen and had requested an Uber while earlier on hold) "Thank you for calling Hilton Garden Inn....." I told him "A" had me on hold, that she was checking on if the driver could make another run to the airport. He proceeds to tell me that the shuttle stops running at midnight. If that was the case, why didn't she tell me that from the start? "A" gave me the runaround at midnight after a hellacious day of airline travel! Her cockiness, snapping back telling me the driver waited 20 minutes for me before leaving is mathematically impossible. You see, in today's day and age, there's a beautiful thing with these phones called timestamps and call durations. "A" said I called at 11:59pm (only to give her the 20 minutes she was claiming because my second call was at 12:19am). Timestamp on the first call was 12:02am. Second call was in fact at 12:19am, only after waiting for 5 minutes at the hotel shuttle area at Terminal C (that's 12:14am when I started waiting in the hotel shuttle area). 12:02am to 12:14am, that's 12 minutes that it took me to walk from Terminal E to Terminal C. I checked Google Maps at 1:00am after FINALLY walking into my room, and Google was showing it was currently a 10 minute drive from the hotel to Terminal C at 1am. So first call was at 12:02am, 10 minute drive, that's 12:12am when the driver pulls up and I walked up at 12:14am. So the driver waits 2 minutes, not 20. And this is even taking into account the driver started driving IMMEDIATELY after me calling. That usually never happens. It'll take a few minutes for the driver to get in the shuttle and pull away from the hotel. Additionally, "A's" explanation of the driver waiting 20 minutes for me is impossible due to the drive time. 10 minutes to the Terminal, 10 minutes back to the hotel, and the driver waited 20 minutes; that's 40 minutes!!! Even if my first call came at 11:59pm like "A" stated (it was 12:02am from the timestamp), that means my next call would have been at 12:39am, not 12:19am as it currently was!! I spoke to the manager at checkout; she was apologetic but I felt like she was blowing the whole situation off. She said she would add some bonus points for the trouble and I haven't seen anything as of this article (a week later), further leading me to believe the manager blew the whole situation off. "A" should not have given me the runaround if the shuttle was never running in the first place, and then putting me on hold to check on the driver with no intent of ever coming back on the phone having her colleague pick up the phone when they realized I wasn't hanging up. I am a Diamond member at Hilton and Lifetime Platinum at Marriott. I don't say this to brag, but to make the point of how frequent I stay in hotels; and I have NEVER experienced anything like this!! Terrible customer service at this Hilton Garden Inn Bush Intercontinental!

Free airport shuttle

Found two dry, dark colored spots around the base of the toilet which I believe were there when I checked in. Icky!

The hotel was clean, comfortable and well run. I enjoyed my stay there and would definitely stay there again in the future.

The lady at the reception was amazing and extremely helpful.

We stay here every time we are going to the airport

Pésimo trato hable para avisar que iba a reservar el hotel porque mi hija de 20 años perdió la conexión avise que venía de un vuelo que llevaba retrasándose 11 horas y que iba a llegar tarde que no podía yo controlar el horario del vuelo me dijeron que no había problema hice la reservación llame otra vez para decir lo mismo avisé al dron y desk y les pedí que le conserven el cuarto hasta la hora que llegue , no solo llego cansada y sola con la noticia que el cuarto que pedí respeten estaba cobrado la trataron MUY mal y el manager la sacó del hotel en la madrugada a una joven de 20 años no la dejo ni esperar en el lobby mientras buscábamos un hospedaje por suerte un policía que no sé si es el de vigilancia del hotel a quien también se le hizo injusto me ayudó llamando a un holifah inn para ver si había lugar ella afuera sola y yo en México no solo lo lo recomiendo tengo foto del manager grosero y esto no lo pienso dejar así hagan llegar ustedes mi queja al hotel porque por todos lados voy a quejarme de esa persona que dejó Ani hija llorando afuera en la madrugada sin un cuarto ya pagado y en la calle le dijo que se saliera porq no tenía cuarto y que si no se salía del hotel iba a llamar a la policía NO RECOMIEBDO ESTA BASURA DE HOTEL SI TRATO ES UN ASCO SI TIENEN ESE TIPO DE GENTE TRABAJANDO AHÍ ES PORQUE EL HOTEL ES UNA BASURA