nancymH7091IN
Family · October 20252/10
⭐️ 1 out of 5 stars — Very Disappointing Stay
DoubleTree by Hilton – Houston Galleria
We just checked in today, and I have to say the experience has been frustrating from the start.
I called the hot...⭐️ 1 out of 5 stars — Very Disappointing Stay
DoubleTree by Hilton – Houston Galleria
We just checked in today, and I have to say the experience has been frustrating from the start.
I called the hotel two days before our arrival to confirm a few things — that we would need a crib in the room, that we preferred to be near the elevator since we have small children, and that we wanted to check in early. The representative told me they would note the request, assured me that a crib wouldn’t be an issue since I called ahead, and also said they would waive the $50 early check-in fee because I’m a Hilton member.
When we arrived around 12:30 p.m. after a 5-hour drive with two infants, my husband went in to check us in. The staff told him we’d have to pay the early check-in fee. When I went in and explained that I had already confirmed the waiver, they finally found the note and apologized — but it was a frustrating start.
They placed us on the 24th floor, and there were no luggage carts available. The front desk said they only have three carts for the entire hotel (which has around 26 floors), so we had to carry all our luggage upstairs with two small children.
When we got to our room, it had a strong, unpleasant odor — something between mold and old carpet. I called the front desk about the missing crib, since they’d confirmed they would have it ready for us. The front desk said they would “check and call back,” but no one ever did. I called again later, only to be told they had no cribs left and that the hotel only has three in total.
After all the back-and-forth, the staff apologized and offered us breakfast vouchers for the inconvenience. When we went downstairs to pick them up, no one knew about them, and we were sent back and forth until someone finally figured it out.
To make matters worse, the hotel environment feels chaotic and unsafe — people smoking marijuana outside near the valet, and several guests drinking openly in the lobby.
For the rate we paid, we definitely expected better. The DoubleTree name usually means quality and comfort, but this experience has been anything but that. We’re only here for one night, so we’re trying to make the best of it, but I wouldn’t recommend this location — especially for families with small children.Show More
