Home2 Suites by Hilton Houston Pearland

We had a family reunion and a block of rooms were reserved. We all put credit cards down to secure our rooms. There was some confusion with one of the rooms as prior guests extended their stay so the hotle changed my aunt's room from a queen room to a king room. I consider that an issue with the hotel because her room was already reserved and there was no reason to move her out of the room that she reserved to accommodate another guest. They should not have allowed the other guests to extend their stay if there was NOT room availability. That is something that needs to be reviewed. Then, there was some confusion when I checked in because they looked up my reservation incorrectly they used my sister-in-law's name instead of my name but I had already handed them my driver's license so my name was right there. Otherwise the rooms were clean and breakfast was great. Overall staff was friendly. Paying better attention to detail and customer service would make this rating a five!

We stayed on two different Saturdays in our vacation week in early July. The room and hotel seem new and we enjoyed that part of our stay. The stays varied widely in the level of customer service. The first stay we arrived around 1 AM and were not welcomed in any way by the young man at the front desk when we arrived. I had chosen a room online in the AM and over 15 hours later there was no digital key. The young man said something about "the system being down." Then when we later asked for our Hilton gratuity (water), he looked us up on the computer before providing it. In addition, when we returned from getting some to go food, we were greeted by two raccoons. They seemed friendly and came to the porch where we were standing. We surmised hotel guests may have been feeding them. However, wild animals can carry rabies and other diseases. They need to be relocated. When we went to check out on the app, it wasn't available so we had to check out at the front desk. This whole visit defeated Hilton's system of digital check-in and checkout. On our second stay, the young woman at the front desk in the afternoon was welcoming and recognized me as a Honors member and gave us our water. However, the digital system was still down and despite our making the reservation online with a credit card, I had to fill out a paper form giving name, address, and credit card info. My husband asked if this would be destroyed later. She told us "when you checkout, you can watch it being shredded." However, the next day, despite having checked out at the front desk, we were told by two different women sitting at the desk that the paper had to be held to verify acceptance of the room charges. Even when I explained that in checking out the bill was paid, they refused to return the form stating "it was kept safe in another area." We did see some kind of index card system on the front desk. Because of all this, I am strongly thinking of booking a different hotel chain on return trips.

needed a local room as a/c stopped working over the weekend. location was convenient for me and easy to reach (easy on and off of 288). Lobby was clean and well lit and check in went smoothly. Room still had that "new" smell and was comfortably cool when I arrived. Great suites layout - sorry that I wasnt staying for a few day. Breakfast buffet was well stocked and offered yo go containers! Will definitely recommend to family and friends.