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“Expensive Hotel in poor condition”

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Hilton Garden Inn Houston / Sugar Land
Ranked #3 of 9 Hotels in Sugar Land
Certificate of Excellence
Downingtown, United States
1 review
“Expensive Hotel in poor condition”
Reviewed December 11, 2013

Although we had four rooms booked as a group, only three sparcely furnished handicap rooms on the noisey highway side were available at check in. The shower diverter in my room was hanging off the wall and did not work. I stay in hotels over 150 nights a year; this was the worst in years.

  • Stayed December 2013, traveled on business
    • Value
    • Location
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Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Barry D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HotelGM10, General Manager at Hilton Garden Inn Houston / Sugar Land, responded to this review, December 12, 2013
Dear Sir-

I was disappointed to learn that you were less than pleased with your recent visit. I was especially concerned since, in the time our hotel has been open, we have never recieved a comment like the one you posted. Our positiveTrip Advisor ranking and other comments from satisfied guests bear this out. Our hotel is in like-new condition and just celebrated it's 5th aniversary!

Our rates are higher during the peak days of Monday-Thursday, as are all hotels located in Houston. With that said, our guests frequently comment about the tremendous price-value offered by our hotel. We were sold out the evening you stayed. Expedia booked three rooms for you instead of four and we didn't have that extra room available. I apolgize for that.

Again, I was sincerely concerned by your remarks, I personally inspected all three rooms that your group occupied to insure there had not been a lapse in quality. I found everything in perfect working order, including the showers. You were in handicap suites (our last three rooms) and the shower is detachable. Perhaps that confused you. The suite is larger to allow for easier access for someone with a wheelchair or walker. The suites have all the furniture and features required, including two bathrooms, mircowave and refridgerator. The suites are tastefully appointed.

We're located in the very quiet, modern suburb of Sugar Land away from traffic. Your rooms were all located on the backside of the building facing the beautiful, quiet Telfair Community. There is no traffic and it is impossible to hear any.

Again, I'm so sorry that you were not pleased with your stay. I do appreciate your feedback and have shared it with our team.

All the best.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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523 reviews from our community

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Rating summary
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English first
Level 2 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed December 8, 2013

Very quick check-in/-out; very comfortable and clean rooms; bed was wonderful; gracious staff. Would like a free breakfast included, but loved the k-cup coffee server in the room - much easier than having to brew an entire carafe of coffee

  • Stayed November 2013, traveled with family
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    • Location
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Review collected in partnership with Hilton Garden Inn

Helpful?
Thank 306sherryw
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York, United States
1 review
Reviewed December 8, 2013

The Hilton Garden Inn was an excellent choice for a recent trip to attend my nephew's wedding. Conveniently located close to Houston and to the church and wedding venue, the accommodations were more than adequate. The courtesy van and easy access to eating spots allowed us to take advantage of the immediate area. The only draw back, the expense of getting into Houston to enjoy the sights.

  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Felicia G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dallas, United States
Level 3 Contributor
10 reviews
10 hotel reviews
Reviewed December 4, 2013

Just a very nice place to stay. Breakfast was superb. The location was nice. Staff was excellent and friendly. Easy to recommend. A good place to stay. What else can be said? One can recommend this without qualification.

  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Darrell B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richardson, TX, United States
1 review
Reviewed December 3, 2013

We were in the Sugarland area to attend a family wedding. The hotel was very conveniently located from the wedding venues and also from our relayives place at new territory. I am a hiltion honors reward member and always prefer Hilton gardens for our stay during holidays

  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Qadir Q
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Scotland
Level 5 Contributor
46 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
Reviewed November 23, 2013

I stay here a couple of times a year and would not go anywhere else in this area. Compared to other HGIs it is of a high standard. You cant fault the rooms, cleanliness and facilities. The restaurant has a decent breakfast and a good evening menu (if a bit limited). Location allows a walk to a few restaurants and a bar and the shuttle bus will take you anywhere else you fancy.
What sets this hotel apart is the general manger, Curtis. He is a true pro who goes to extraordinary lengths to ensure his guests are happy. If you have any issues, he will do everything he can to solve them.
If you are in the area for a few nights (or longer) then i thoroughly recommend this hotel - the staff will make you feel right at home.

  • Stayed November 2013, traveled on business
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Helpful?
1 Thank BigEdo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brenham, Texas
1 review
Reviewed November 20, 2013

I stay at this hotel whenever I am in the Houston area. I travel every week and have stayed at hotels all over the US and this is one of the best. The rooms are very nice and well kept. The staff is excellent . The breakfeast is very good. Of all the chains I have stayed at Hilton is by far the best and this property is one of Hilton's best..

  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Robert4100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn Houston / Sugar Land

Property: Hilton Garden Inn Houston / Sugar Land
Address: 722 Bonaventure Way, Sugar Land, TX 77479-4520
Phone Number:
Location: United States > Texas > Texas Gulf Coast > Sugar Land
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Sugar Land
#3 Romantic Hotel in Sugar Land
#4 Family Hotel in Sugar Land
Price Range (Based on Average Rates): $
Hotel Class:3 star — Hilton Garden Inn Houston / Sugar Land 3*
Number of rooms: 202
Official Description (provided by the hotel):
The Hilton Garden Inn Houston/Sugar Land hotel is in Southeast Houston close to big companies like Texas Instruments, Baker Petrolite, and Fluor Daniel. Every hotel room and suite has a comfortable adjustable bed, free WiFi, 32-inch flat screen HDTV, refrigerator, and microwave. The onsite restaurant, Great American Grill, serves breakfast, dinner, and evening room service. The hotel also offers an outdoor pool and whirlpool, fitness center, business center, and 6700 sq. ft. of meeting space. ... more   less 
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Also Known As:
Hilton Garden Inn Houston / Sugar Land Hotel Sugar Land

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