Hilton Garden Inn Baytown

Let me start off by saying that housekeeping was amazing. The room was immaculate. I have no concerns at all regarding that. Customer Service is severely lacking. Check in was a debacle. The young lady at her desk could barely pry her eyes from the phone in order to acknowledge me. Then she said I couldn't check in until 1pm, and there were no rooms available, and then proceeded to check in other people while I was waiting in the lobby. When I asked her why others were allowed to check in, she said her "boss had put a note in the system" for them. I asked if her boss could put a "note in the system" for me and she said "I'll ask." She fired off a text message (cause her phone was already in her hands) and literally 15 seconds later, I was "approved" to check in. YOU COULDN'T HAVE DONE THAT 45 MINS AGO?! Then she proceeded to ask me what floor I wanted because there were several options on EVERY FLOOR.... Mind you, 45 mins ago there were no rooms available. Breakfast was an equal disaster. The food itself was fine. I'm a Diamond Member and get a food and beverage credit. This was not honored at breakfast. The wait staff said I had to "select the option" for the daily credit (which has happened at no other Hilton I've ever been to) and that I didn't select it when I made the reservation (It didn't give me that option) and they can't change it to provide me with the credit. (This was after the consulted with check in chick that emerged from her phone long enough to answer their question, I suppose). I tried emailing the hotel manager since no one present seemed to know what was going on, but to no avail. Maybe the person running housekeeping needs to be in charge of everything else. It's the only Department that ran well.

Have stayed at this property several times last year ... it is ALWAYS excellent. To Mike the GM. I want to personally thank Olga Brenda and Shubby, they went above and beyond to make me feel appreciated, and attentive to any need I may have. A good staff is always reflective of its leadership. Shubby was so nice I even shared some of my dessert with her at lunch. F&b food also is always reflective of leadership. To Olga thank you for your kindness and above and beyond service needs as well, management doesn’t always get acknowledged working behind the scenes so hats off to you . Guests please tip Brenda well, she has a servants heart. Shubby keep being kind and expressing your great personality. Very comfortable bed and pillows.Plenty space ! Fabulous breakfast (receive $10/per person) F&B credit - Diamond Member. So many options. If I’m ever in Baytown again I will always stay here hands-down.

Have stayed at this property several times this year ... it is ALWAYS excellent. Very comfortable bed and pillows. Great shower pressure with lots of hot water. Super quiet property ... lots of free parking ...wish their television in the room was more updated though! Fabulous breakfast (receive $10/per person) F&B credit - Diamond Member. So many options. Very delicious omelets, french toast, etc. Delicious coffee!

Rooms are so clean! Brenda, works breakfast in the morning and she is the sweetest person ever! I don’t remember the cooks name but the food/breakfast is amazing! Everyone here is so nice, highly recommended if you’re looking for a nice, quiet hotel!

First time back in about 6 months ... still just as lovely. Very clean property and bright. Amazing Staff -- was wonderful seeing you again Julia. Was upgraded to the King Premium. So many wonderful snacks, etc. One of the best showers - so much hot water and water pressure, which is such a plus when travelling. Bed was comfortable. As most of hotels having soft pillows, these pillows were soft. Being a HH Diamond member, was offered cooked to order breakfast. Great omelet and french toast. Fabulous coffee and so many choices. Glad that they have a microwave .. had to reheat the bacon to make it hot and crispy. Highly recommend this property.

This hotel was great. Extremely clean which is always my number one. People were nice. Breakfast was good. Beautifully decorated for Christmas Only complaint was lighting in the room was not sufficient for getting ready. Not a deal breaker just made putting make up on a little hard but not a huge deal

Brenda and Julia always brighten my mornings. They truly know the definition of southern hospitality. They need a raise! Olga has been such a great asset to the Hilton Garden Inn team! All three of these ladies go above and beyond for all the guest and their team members!!!

Initially we were pleased with our stay with decent clean rooms with warm courteous staff. Here’s what put me off. We came back to the hotel around 11pm, tired and parched from a very hot day out. Naturally we passed by the area where cold water bottles are and grab enough for a fam of 4. The lady at the reception, asked what room we are in and very rudely and unapolegtically told us that the water bottles are not free and that it will be charged since we are not gold members and only blue members (something to that effect) First of all, my husband was told a day prior its complementary. I asked just to be sure at a separate time, and was informed that it is indeed free. Otherwise we would have paid or have bought outside esp that I have 2 small kids. This is a simple thing. But I felt really bad and put off on how unkind, unwelcoming and rude your staff is. Inefficiency is one thing (giving guests the incorrect information) but the lack of basic human courtesy and consideration is just inexcusable and a major let down.

Overall outstanding stay and experience! The staff were friendly and welcoming. The check in and out process was great and smooth. The atmosphere was relaxing and the hotel is located in the right spot if you have to go to the city.