DoubleTree by Hilton Hotel Houston - Greenway Plaza in Houston

Very secure, clean and safe location. However my interaction with some of the front desk staff was less than ideal. The overall environment of this hotel is awesome. I felt safe and secure. Yet the negative interactions I had with the front desk staff did affect my experience. Out of respect for the Hilton brand I will not go into detail. I also invest in this brand. So hopefully management will invest time in their front desk staff in regards to proper communication skills or the true meaning of southern hospitality. Note to the front desk staff, " if you are black and you have black guest it is okay to be nice and professional."

Let me start of by saying this is our 1st time staying at the Doubletree Hotel and it will be our last. During the reservations the customer service representative that we spoke to we made it very clear that we were trying to do a little family getaway for this Christmas, do to the fact that my husband is expecting to be out of the country on active orders next Christmas. We expressed to them that we would like to booked wconnecting room on the high flood because the kids loves to look at the view at night. However, upon arrival that was not the case.We checked in to this hotel around 6pm today, disappointed isn't even the word. The lack of communication between the reservations team and the hotel staffs is unbelievable. When i asked why the reservation team and the hotel staff have different information the young lady said because they just do the rooms reservations and they dont know the actual rules and regulations of each hotel. The young lady that checked us in was decent. As if that experience wasn't bad enough, upon entering the connecting rooms that we booked we became disappointed all over.The rooms that are on the website and the rooms that we got was like day and night. The pictures on the website are nowhere close to what you get. The bathroom is out dated rustic and somethins dont work. The carpets are outdated, tv remote barley work. The only only good thing about this room that made us stay is the view and the kids are excited that they have their own room. Currently due to it being Christmas Evealot of hotels doesn't have connecting rooms available for last minute.

Why a my staying in a hotel and paying money for elevators and escalators to stop working at a certain time? I should be able to go in and out as I feel and comfortably. I can’t come back from work and be tired then have to walk up escalators that aren’t working because they want to save a penny on electricity. I have to walk up and down escalators to access the parking because they have times on it? What kind of bullshit service is this? What if someone slips on this escalators? Or has an injury?

On top of that I stayed for 10 days and they won’t even give you water. You get 2 waters at check in for your entire stay. But I can check out and check in everyday and get 2 free waters. Then they charge you a $75 / day deposit.

Hot water must have a timer or limit on it also.

Hilton honors member and never stay here again.

Very horrible & disgusting experience. I have been meaning to do this full review but have been so busy. Here are a few pictures before I forget. I will be elaborating further. The service as was horrible. Roaches in room. Disgusting coffee makers. Showers wasn’t working properly. Toilet broken. Desk hasn’t been cleaned. Apparent dust in a lot of places. It smelled musty. Rat in kitchen. No accountability. This was the very worst hotel experience I ever had in my life. This was the only double tree I ever visit with this poor of quality. But as mentioned I will elaborate further when I get a little more time. I would not suggest anyone to go there. Hunt at why it was only like 10 percent of the hotel occupied & hint why the restaurants could barely stay open the whole time because of labor cost. The workers were very unwelcoming. Only person I could say that had excellent customer service was OZZY out front, but I believe he was hired by third part valet service.