Hilton Houston NASA Clear Lake

Our server at Luna, Rachel, was excellent, very accommodating and welcoming. Her recommendations were spot on.
Apr 10th, 2024

Rooms outdated and need to be cleaned more thoroughly to be a Hilton front desk people were very friendly
Apr 5th, 2024

The hotel is beautiful, the staff is cordial, very polite, always available, and they solve all wishes and requests efficiently. I would especially like to point out Lakisha, who made our stay even more beautiful. The rooms in the hotel are very spacious, bright, clean and pleasant to stay in. The hotel has a nicely decorated environment and a swimming pool that we enjoyed using. It is located near the NASA center, which is very richly equipped and must be seen. Downtown Houston is easily accessible. All in all, the hotel, the staff and the location of the hotel are highly recommended. Food & drinks: The hotel serves a very varied and rich breakfast. The staff is helpful and fast.
Apr 5th, 2024

Apr 1st, 2024

My rating for this location is based on the poor customer service Theresa gave this morning, April 6, 2024. The rating for the room stay and cleanliness was a 5 out of 5. The breakfast was highly recommended by the front desk male supervisor so we decided to try it and would have been a 5 out of 5. Theresa attended our table this morning and was visibly bothered when I asked for another apple juice although she asked if there was anything else she could bring. Theresa is a representation of Hilton and what she also did was charge our table incorrectly. When it was brought to her attention she chose to question us about who the other child was with a tone that matched her visibly bothered demeanor and then stared at my daughter for an awkward amount of time, then proceeded to make negative comments to her coworkers about our table not knowing we could hear her and her coworkers making it obvious by staring at us. Instead of trying to deflect from her error, now Hilton will receive this poor rating because that is exactly how we felt after this encounter. She ruined a nice breakfast we had and ruined our stay, I really wanted to check out. I highly recommend for Theresa to educate herself on the importance of customer service, manners, and taking accountability for her error in charging guests incorrectly. In this case instead of asking how we were doing, she chose to talk poorly about her table, make us uncomfortable for how she acted over her error, and then took it out on a 12 year old and stare as though she was observing my daughter, although my father and I stated that she was 12. We came to Texas Childrens in Houston, TX for my daughter who is diagnosed with Marfan's Syndrome which is a connective tissue disorder that affects the heart and is a diagnosis that is common in unusually tall children (my 12 year old). She will require heart surgery so the purpose of the stay was to get her mind away from our visit to the doctors and the news she received. So that Theresa knows, we were in room 1007 and because my daughters enjoyed the hotel so much and because the breakfast buffet was recommended we stayed another day/night and were moved to room 1024. Instead of acting unprofessionally, careless with words, and acting as though she was paying our bill, Theresa should have focused her attention on remaining professional, focus on providing excellent customer service and understanding she is a representation of the Hilton instead of belittling a 12 year old in front of the parent. That is why she did not receive a tip, and I would like this review shared with Theresa, Hilton's management or customer service team so she can refer to this in the future before acting like this with other guests or being the reason Hilton receives poor reviews.
Apr 5th, 2024