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Reviews of Hilton Garden Inn Houston NW America Plaza

3.5 out of 5
Hilton Garden Inn Houston NW America Plaza
14919 Northwest Fwy, Houston, TX

Reviews

9.0

Wonderful

Rating 10 - Excellent. 665 out of 1019 reviews" "
Rating 8 - Good. 218 out of 1019 reviews" "
Rating 6 - Okay. 61 out of 1019 reviews" "
Rating 4 - Poor. 41 out of 1019 reviews" "
Rating 2 - Terrible. 34 out of 1019 reviews" "

9.4/10

Cleanliness

9.2/10

Staff & service

7.8/10

Amenities

9.2/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

10/10 Excellent

Natural

Liked: Amenities
This was my first time staying at the Hilton Garden Inn and I immensely enjoyed my stay. The staff was very nice and welcoming. I would also say that the beds were so comfortable and cozy. I will definitely stay here again on my next visit.
Stayed 3 nights in May 2024

8/10 Good

Michael

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Everything was good, the only issue is that when booking there is a touchless option available that allows you to pick your room but when i arrived the digital key was not sent to my device resulting in having to go to the front desk for assistance. So much for "skipping the line" as it is stated on the app.
Stayed 2 nights in Apr 2024
Response from Arman Shaikh on 2024/5/2
We sincerely apologize for any inconvenience you experienced during your recent stay with us at Hilton Garden Inn America Plaza. Your comfort and satisfaction are our top priorities, and we regret that we fell short of meeting your expectations. Please know that we take your feedback seriously, and we are actively addressing the issues you encountered to ensure they are not repeated in the future. We truly appreciate your patience and understanding, and we hope to have the opportunity to welcome you back for a much-improved experience. If there is anything further, we can do to make amends or assist you, please do not hesitate to reach out to us. Regards,

10/10 Excellent

Harold, Cartago

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
A pesar de la satisfacción de las instalaciones no puedo dejar de llamar la atención por lo complicado que fue realizar el cambio de una habitación con cama king a otra de dos dobles, a pesar de que tenían sobrada disponibilidad, más de una hora para lograrlo,mostrando poca consideración al servicio al cliente aún cuando tenía claro que debía pagar una diferencia.
Stayed 1 night in Mar 2024
Response from -Courtney Front Desk Supervisor on 2024/4/1
Thank you so much for your feedback! We look forward to seeing you again.

10/10 Excellent

Lorna

Stayed 2 nights in Mar 2024
Response from Courtney- Front Desk Supervisor on 2024/4/10
Thank you for sharing your experience.

10/10 Excellent

Alexis

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
It was clean and quiet
Stayed 1 night in Mar 2024
Response from -Courtney Front Desk Supervisor on 2024/4/1
Thank you so much for your feedback. We look forward to seeing you again!

8/10 Good

Sally

Traveled with family
Liked: Cleanliness
Only one elevator working the whole time and construction
Stayed 3 nights in Mar 2024
Response from -Courtney Front Desk Supervisor on 2024/4/1
Thank you so much for your feedback. We look forward to seeing you again!

2/10 Terrible

Bernard

Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Arman Shaikh on 2024/3/9
We deeply apologize for the inconvenience you experienced during your stay at our hotel. It is unacceptable that the room did not meet your expectations, and we regret any discomfort this may have caused. Please rest assured that we are taking immediate steps to address the issue and ensure that all our guests receive the high standard of service they deserve. As an apology we would like to give you 1000 Hilton Honors points to your reservation.

10/10 Excellent

rohan

Stayed 1 night in Mar 2024
Response from Courtney Rogan, Front Office Supervisor on 2024/3/7
Thank you for your review. We look forward to seeing you again.

4/10 Poor

Estela

Traveled with family and small children, Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Seems to have changed in management/owners. We have visited this location many times due to travel baseball. This will be our last time. Rude staff, rooms not cleaned properly.
Stayed 3 nights in Mar 2024
Response from Courtney Rogan, Front Office Supervisor on 2024/3/6
Estela-Thank you so much for your review. We do apologize for your stay not meeting your expectations. We strive to ensure all our guest needs are met. We will use your review for upcoming training purposes. We look forward to being able to serve you again.

2/10 Terrible

Brandon

Stayed 2 nights in Mar 2024
Response from -Courtney Front Desk Supervisor on 2024/4/1
Thank you so much for your feedback. We look forward to seeing you again!

10/10 Excellent

Marcos

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Everything was perfect
Stayed 1 night in Feb 2024
Response from Courtney Rogan, Front Office Supervisor on 2024/2/22
Thank you for taking the time to share your experience. We look forward to seeing you again.

10/10 Excellent

Dianne M

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Clean, quiet, comfortable, and safe at a bargain price.
Stayed 1 night in Feb 2024
Response from Courtney Rogan, Front Office Supervisor on 2024/2/22
Thank you for taking the time to share your experience. We look forward to seeing you again.

6/10 Okay

Walter

Traveled with family
Nobody in the breakfast area spoke English and A basic bowl of Oatmeal and toast was $10.00 which is free at most hotels.
Stayed 2 nights in Feb 2024
Response from Arman Shaikh on 2024/2/14
We apologize for the inconvenience during your stay. As a gesture of apology, we would like to offer you 1000 Hilton Honors points. Please note that continental breakfast is only complimentary for the guest who have added breakfast to their reservation, as per our hotel's policy. It's worth mentioning that each Hilton Garden Inn may have its own policies. However, we would like to take the opportunity to host you again at our property.Regards,Arman Shaikh

2/10 Terrible

Leonardo

Disliked: Cleanliness, room comfort
Stayed 1 night in Jan 2024
Response from Courtney Rogan, Front Office Supervisor on 2024/2/10
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we're very sorry you were unhappy. We will share this feedback with our team so that we can continually improve our guest experience. We understand how important it is to have a clean and comfortable stay. We hope to have the opportunity to welcome you back for a more enjoyable stay in the future.

8/10 Good

Roger

Business traveler
Liked: Cleanliness, amenities, property conditions & facilities
Bathtub was slow to drain.
Stayed 1 night in Jan 2024
Response from Arman Shaikh on 2024/2/6
Thank you so much for your feedback. We apologize for the inconvenience you experienced during your stay. The issue has already been resolved by our maintenance team. I would like to offer you the opportunity to be our guest again at our property.Regards

10/10 Excellent

BLANCA E

Stayed 2 nights in Jan 2024
Response from Courtney Rogan, Front Office Supervisor on 2024/2/10
Thank you so much for your positive feedback. It was a pleasure hosting you. We look forward to seeing you again

8/10 Good

Kenny

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Great place little expensive but worth it
Stayed 1 night in Jan 2024
Response from Courtney Rogan, Front Office Supervisor on 2024/2/10
Thank you so much for your positive feedback. It was a pleasure hosting you. We look forward to seeing you again

10/10 Excellent

Ashley

Traveled with family and small children, Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
It was very clean and had a beautiful view from our room very close to a lot of stores and restaurants. My family already wants to go back!
Stayed 1 night in Jan 2024
Response from Courtney Rogan, Front Office Supervisor on 2024/2/10
Thank you so much for your positive feedback. It was a pleasure hosting you. We look forward to seeing you again

2/10 Terrible

Robert

Disliked: Cleanliness
Stayed 1 night in Jan 2024
Response from Courtney Rogan, Front Office Manager on 2024/1/22
Thank you for the feedback about your recent stay. We are very sorry your experience did not offer you the quality of service you deserve. We strive to give exceptional service every day, for every guest; I am very sorry to hear that we did not meet your expectations. We hope you will consider staying with us again in the future.

8/10 Good

Paul

Business traveler
Liked: Cleanliness, amenities, property conditions & facilities
Good, clean rooms. Breakfast was solid. Great deal for the price.
Stayed 2 nights in Jan 2024
Response from Arman Shaikh on 2024/1/13
Thank you very for taking time to share your experience with us. I hope to host you as our guest again very soon. Regards,

8/10 Good

Shawnteka

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Arman Shaikh on 2024/1/13
Thank you so much for sharing your experience with us. We hope to see you soon.Regards,

8/10 Good

Linda

Stayed 1 night in Dec 2023
Response from Courtney Rogan, Front Office Manager on 2024/1/22
We are glad to hear your positive feedback! We look forward to welcoming you back as our guest at the hotel. If you have any further questions or requests, feel free to let us know.

10/10 Excellent

Isaac

Liked: Room comfort
Stayed 2 nights in Dec 2023
Response from Arman Shaikh on 2023/12/29
Thank you for sharing your experience with us. Its pleasure to host you as our guest and I hope to have the opportunity again to host you as our guest again.Regards,Arman

10/10 Excellent

Victor

Liked: Cleanliness, amenities, property conditions & facilities
Exente muy limpio desayuno perfecto
Stayed 1 night in Dec 2023
Response from Arman Shaikh on 2023/12/29
Thank you for taking your time and sharing your experiences with us. We would love to have an opportunity to host you as our guest again.

10/10 Excellent

Joseph, Devine

Liked: Cleanliness, property conditions & facilities
They stay was amazing
Stayed 1 night in Dec 2023
Response from Arman Shaikh on 2024/1/4
We are glad to hear your positive feedback! We look forward to welcoming you back as our guest at the hotel. If you have any further questions or requests, feel free to let us know. Regards,

2/10 Terrible

Aaron Terrell

Horrible location, management staff horrible. Won’t be back at all.
Stayed 4 nights in Dec 2023
Response from Arman Shaikh on 2023/12/29
We apologize for the inconvenience which cause during your stay. You can directly reach out to us at your hotel's customer service number. I would like to request to you to gives us another opportunity to host you as our guest at our hotel. Regards, Arman

10/10 Excellent

Brittney

Traveled with family
Liked: Property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Courtney Rogan, Front Office Supervisor on 2023/12/12
Thank you for taking the time to share your experience. We look forward to welcoming you back to our property.

10/10 Excellent

Wade

Business traveler
Liked: Cleanliness, room comfort
Stayed 3 nights in Dec 2023
Response from Courtney Rogan, Front Office Supervisor on 2023/12/12
Thank you for taking the time to share your experience. We look forward to welcoming you back to our property.

10/10 Excellent

Boris

Business traveler
Liked: Cleanliness, amenities, property conditions & facilities
The company I work for, Ecolab, hosted a conference dinner. Iffah, in charge of organizing the event, did an excellent job.
Stayed 3 nights in Nov 2023
Response from Courtney Rogan, Front Office Supervisor on 2023/12/12
Thank you for taking the time to share your experience. We look forward to welcoming you back to our property.

10/10 Excellent

Brianna

Liked: Cleanliness, amenities, property conditions & facilities
The property was very nice and clean. The staff was polite and helpful. I would definitely stay here again in the future
Stayed 1 night in Dec 2023
Response from Courtney Rogan, Front Office Supervisor on 2023/12/12
Thank you for taking the time to share your experience. We look forward to welcoming you back to our property.

6/10 Okay

Amy

Traveled with pets, Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Rooms were not very clean, this hotel is run down and needs an update. Bathroom counter is not very spacious.
Stayed 5 nights in Nov 2023
Response from Courtney Rogan, Front Office Supervisor on 2023/12/12
Thank you for taking the time to share your experience. We look forward to welcoming you back to our property.

8/10 Good

ELIO

Traveled with family
Liked: Amenities, property conditions & facilities
The carpet and bathroom floors were dirty and in need of vacuuming.The ice machines were turned off on every floor, We were unable to locate a luggage cart on any of the seven floors I was then informed that the hotel only had two carts .
Stayed 2 nights in Nov 2023
Response from Courtney Rogan, Front Office Manager on 2023/12/4
Thank you for taking a moment to share your experience. I am happy to hear you found our property to your liking. We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Veronica

Stayed 3 nights in Nov 2023
Response from Courtney Rogan, Front Office Supervisor on 2023/11/12
Thank you for taking a moment to share your experience. I am happy to hear you found our property to your liking. We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Jennifer

Traveled with family
Liked: Cleanliness, room comfort
Great stay
Everything was fine just didn’t like that the breakfast was not included
Stayed 2 nights in Nov 2023
Response from Courtney Rogan, Front Office Supervisor on 2023/11/6
Jennifer,Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback, and we are very sorry to hear you were disappointed with a lack of a free continental breakfast. Hilton Garden Inn hotels offer a full cooked to order hot breakfast at a cost specified by our property instead of a free limited continental breakfast that other brands may offer. If you would like for the cost of our cooked to order breakfast to be included with the room rate during future stays, please know that you can inquire about our Bed and Breakfast package.

10/10 Excellent

Shelley

Stayed 2 nights in Nov 2023
Response from Courtney Rogan, Front Office Manager on 2023/12/4
Thank you for taking a moment to share your experience. I am happy to hear you found our property to your liking. We look forward to welcoming you back to our hotel in the future.

8/10 Good

Justin

Stayed 1 night in Nov 2023
Response from Courtney Rogan, Front Office Supervisor on 2023/12/4
Thank you for taking a moment to share your experience. I am happy to hear you found our property to your liking. We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Elioenai

Stayed 1 night in Oct 2023
Response from Courtney Rogan, Front Office Manager on 2023/11/27
Thank you for taking the time to share your experience about your recent stay at our hotel.

8/10 Good

John

Business traveler
Liked: Cleanliness, room comfort
Overall, excellent. My dry cleaning was very delayed but not the fault of the hotel. The Hotel manager personally delivered this to me, after I had to check out. This was very much appreciated.
Stayed 3 nights in Oct 2023
Response from Courtney Rogan, Front Supervisor on 2023/10/28
Thank you for taking the time to rate your experience. We apologize for any inconvenience you experienced regarding your dry cleaning; we are glad the issue was resolved for you. We look forward to welcoming you back to our property in the future!..

8/10 Good

Teresa

Traveled with family and small children
Liked: Amenities
Excellent services and property
Stayed 2 nights in Oct 2023
Response from Courtney Front Office Supervisor on 2023/10/22
Teresa, Thank you for taking a moment to share your experience. I am happy to hear you found our property and your stay to your liking. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter. If something isn't just the way you like it, simply let any Team Member know, and we will make it right. Guaranteed.

10/10 Excellent

Enrique

Liked: Cleanliness, room comfort
It was very clean and the bathroom was nice. Initially i was placed on a connected room which i didn't request but the front office worked with me and managed to switch me to a different room.
Stayed 2 nights in Oct 2023
Response from Courtney Front Office Supervisor on 2023/10/20
Thank you for taking a moment to share your experience. I am happy to hear you found our property to your liking. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter. If something isn't just the way you like it, simply let any Team Member know, and we will make it right. Guaranteed.

6/10 Okay

Satish

Traveled with family and small children
Liked: Cleanliness, property conditions & facilities
The Room was big and spacious. It was clean. However there was nobody to help with luggage. With a Kid and large luggage I would expect that with the amount of money paid. There was no water in the room. Downstairs there was free coffee which was ok. Parking was easy and ample.Checkin and Checkout was easy and quick.
Stayed 1 night in Oct 2023
Response from Courtney Front Office Supervisor on 2023/10/20
Thank you for the feedback about your recent stay. We are very sorry your experience did not offer you the quality of service you deserve. We strive to give exceptional service every day, for every guest; I am very sorry to hear that we did not meet your expectations. Please contact me direct at the email or phone number below if there is anything else we can do for you at this time. We hope you will consider staying with us again in the future. Our goal is to make your stay better and brighter. If something isn't just the way you like it, simply let any Team Member know, and we will make it right. Guaranteed.

6/10 Okay

Robert

Traveled with family and small children
I don't like the 30.06 concealed carry sign at the front entrance that keeps me from entering being licensed to carry.
Stayed 1 night in Oct 2023
Response from Courtney Front Office Supervisor on 2023/10/20
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience.

8/10 Good

Keith

Liked: Cleanliness, property conditions & facilities
Stayed 4 nights in Sep 2023
Response from Courtney Rogan, Front Supervisor on 2023/10/11
Thank you for taking a moment to share your experience.

10/10 Excellent

Jarret

Business traveler
Liked: Cleanliness, room comfort
Stayed 1 night in Sep 2023
Response from Courtney Rogan, Front Supervisor on 2023/10/11
Thank you for taking a moment to share your experience.

4/10 Poor

Eboni

Traveled with family
Liked: Cleanliness
Disliked: Property conditions & facilities
I was disappointed in my stay this time around. We come to Houston for cancer treatment every three months and we always stay here. This time the air conditioner stopped working in the middle of night and we woke sweating. The front desk did not seem helpful about the situation. Also, there was light on in the room that would turn off. This is the first time we stayed on the second floor and we’re not sure if that is why it was different experience for us.
Stayed 1 night in Sep 2023
Response from Courtney Rogan, Front Supervisor on 2023/10/11
Thank you for taking a moment to share your experience. We are so sorry we did not meet your expectations with the issues regarding your room and stay. We appreciate your loyalty when visiting and we hope to welcome you back to your property in the future.

10/10 Excellent

Jerrold

Liked: Cleanliness, property conditions & facilities
All personnel were very friendly and professional
Stayed 2 nights in Aug 2023
Response from SHK on 2023/9/12
Thank you so much.

10/10 Excellent

Verified traveler

Liked: Cleanliness, room comfort
HOT trip to Houston.
From perfect location for our trip to friendly staff and clean room would definitely recommend this hotel to others.
Stayed 4 nights in Aug 2023
Response from SHK on 2023/9/12
Thank you so much.

6/10 Okay

Eduardo

Traveled with family
Liked: Property conditions & facilities
Disliked: Cleanliness
the hotel was fine, but needs to step up on cleanness, and also staff on weekends should have their hotel tags so you can identify them.
Stayed 7 nights in Jul 2023
Response from Courtney Rogan, Front Office Manager on 2023/8/11
Thank you for taking a moment to share your experience. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter. If something isn't just the way you like it, simply let any Team Member know, and we will make it right. Guaranteed.

4/10 Poor

Joao

Business traveler
Liked: Cleanliness, room comfort
Run away from this hotel
The hotel was empty and I was not able to check in at 12h, which is before official check in time but pretty standard thing to do. When I checked in at 15h, there was a line of 5 people in front of me and just one staff working, so I needed to wait 30+ minutes in line. My a/c was not working and Houston was on a 105 degree day - no response from the front desk and they just sent out a technician on my third attempt. They also charge for water bottles... Not recommended AT ALL
Stayed 2 nights in Aug 2023
Response from Courtney Rogan, Front Office Manager on 2023/8/11
Thank you for taking the time to share your experience about your recent stay at our hotel. As a Hilton Honors member, you are among our most valued guests. We sincerely appreciate your feedback, and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience. We hope you will consider staying with us again in the future.

2/10 Terrible

Yi Chuan

Liked: Cleanliness, room comfort
Stayed 1 night in Jul 2023
Response from Courtney Rogan, Front Office Manager on 2023/8/1
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations.