Hilton Americas Houston

“Best of the best”

I had an amazing experience at the bar at the Hilton Americas, and I want to recognize Lely and Karen for their exceptional service. From the moment I sat down, they were warm, welcoming, and genuinely attentive. They made me feel like more than just a guest—they made me feel valued. Their recomme… more

I had an amazing experience at the bar at the Hilton Americas, and I want to recognize Lely and Karen for their exceptional service. From the moment I sat down, they were warm, welcoming, and genuinely attentive. They made me feel like more than just a guest—they made me feel valued. Their recommendations were excellent, the drinks were perfectly crafted, and they consistently checked in to make sure everything was just right without ever being intrusive. Their professionalism, kindness, and positive energy truly elevated my visit. Outstanding employees like Lely and Karen are a huge asset to the Hilton Americas. They exemplify what genuine hospitality looks like, and I look forward to returning because of the incredible experience they provided. Thank you both for making my visit so memorable!

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“Dine in”

Katherine R. Waitress was awesome. Above and beyond, deserves raise in my opinion.

“Great”

Rocio was our server, she provided great service and was attentive to our needs.

“Lovely hotel if you're not 'different'”

I do not typically submit reviews or complaints; however, after reflecting on these incidents for the last month, I decided to do so. I'm a local and I stayed here with my sister for a convention. Mainly laziness with not wanting to drive back each day but also because I've wanted to stay here fo… more

I do not typically submit reviews or complaints; however, after reflecting on these incidents for the last month, I decided to do so. I'm a local and I stayed here with my sister for a convention. Mainly laziness with not wanting to drive back each day but also because I've wanted to stay here for a while. Lovely hotel, great layout, perfect distance from the convention center (across the street plus there were 2 sky-bridges). But they have an employee issue. Not all but enough to leave a bad taste in my mouth. On July 10, I observed conduct by an employee in the breakfast area that I found discourteous and unprofessional. The employee was rude toward several guests and as I continued to witness her behavior- looked guests up and down, pointed at them, and spoke about them in a manner that made the environment feel uncomfortable and unwelcoming. This behavior was particularly disappointing in a guest-facing area of the hotel. Maybe even more so as she was a Black woman (as am I) and she was doing it to other Black guests. Now, there was a rule to have a key to access this area and it made sense to enforce it but she didn't care about the guests. Especially the children that were quietly waiting for an adult after she denied their entry. Everyone was very quiet and polite but seeing her be rude to them and giving ugly glances to others was awful. I would also like to recognize a positive experience. On July 12, Monica Sylvest provided excellent service. She was open, welcoming, and genuinely kind. Following the previous interaction, her professionalism and warmth made a meaningful difference in my experience, and I believe her service deserves acknowledgment. Sadly, my sister witnessed a concerning workplace interaction near the bellhop and bag-drop area. She observed Edwin Chow confronting and following a coworker, Jayla, while she appeared to be attempting to perform her duties. The interaction seemed unnecessarily escalated, and guests were left waiting as it continued. Our understanding was that he was not her supervisor but a lateral colleague, which made the conduct appear especially inappropriate. We brought this matter to the attention of a manager, but I still feel like I need to bring it up. Finally, while I support security staff enforcing hotel policies regarding filming or streaming in the lobby, my other sister and her husband (that were at the Marriott came over to have drinks a few nights) witnessed with us - behavior that appeared to involve pointing and chuckling at guests. Hotel employees and security personnel should be able to enforce policies without making guests feel singled out, embarrassed, or ridiculed. I hope management will review these concerns carefully and take appropriate action. The hotel clearly has employees capable of providing excellent hospitality, as demonstrated by Ms. Sylvest. However, the conduct I witnessed in other areas fell short of the professional, respectful guest experience that visitors should be able to expect.

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