Hampton Inn & Suites Houston-Cypress Station

What a dump this place is. Holding Diamond (Hilton) and Titanium Elite (Marriott) status I can stare without a doubt this is one of the five worst hotels I’ve experienced in my 40 plus years of business and casual travel. The room was bug infested, missing things like a toilet roll holder, access doors didn’t work, and there was black spots in the bathroom area that indicate black mold…and this was the SECOND room we were given. I could list more, but I think you get the picture. The personnel were indifferent and spent more time socializing than working. How they keep their franchise is a mystery, must be an investment group bleeding the place for the tax depreciation. On the flip side it was one of the least expensive in the area for name brand rooms, but spend a few extra bucks if you have to stay in this area and choose a different hotel.

This is a nice hotel. Very unusual lobby with a large staircase you would not expect to see. The best part.........Shannon at the front desk. Very friendly and helpful. Wanted to make sure I was comfortable and happy with the room. It was very hot outside, but the room was already nice and cool when I opened it up. Shannon followed up with me again to make sure I was happy.

Very clean and tidy hotel that is extremely well managed. Excellent customer service from Ashley (the manager) to every other employee. The management sets the tone for an excellent stay. If I am ever in Houston again I will return to this property. It is only about 15 minutes from the airport and MUCH nicer than the alternate “airport” properties.

The Front Desk agent, Aaron was professional and polite during check in. Although he was extremely busy, he remained calm. He apologized for the inconvenience due to the room not being ready but also went to check on the status several times while waiting.

The manager, Ashley Is impossible to reach. I’ve been trying to contact her for over three weeks and have not received a call back I left several messages. I called early in the morning. She’s in the meeting. I leave a message and I called back by noon. She has left for the entire day

This was my families second stay here; the first was back in July 2023. That stay as excellent! This stay was beyond terrible. The hotel's new GM is an angel as is all her front desk staff. Housekeeping and maintenance need to be fired--each and every one. They are lazy, inept, and being paid to evidently watch soap operas in the rooms. They sure are not cleaning them. My parents checked into a suite. Dishes in cabinet fully dirty from previous guests meals, and just put into the cabinet. I tried to wash in dishwasher but it was broken. Carpet in this suite broken. We stayed in this suite back in July and had to have dishes and cookware replaced in it due to theft. This time, most dishes and cookware stolen again. Those that were left were dirty. Second suite checked into same thing. Filthy dishes just put in the cabinet. Barstools filthy dirty; if housekeeping even pulled them out from under the bar they would have seen how dirty they were. Carpet filthy; no soap or conditioner in bathroom. Elevator tracks filthy. Hallways filthy. I know I keep using the word filthy but it is the only way to describe the rooms, and hallways. Oh but it gets better. My sister's king room had hair in the sink--about 15 hairs sitting in the sink like housekeeping rinsed a rag and then left the debris in the sink for us. Toilet had poop blowout and stains in it still. Urine residue on toilet seat. If the toilet wasn't cleaned, have the sheets been changed? Just saying. The sweet GM had to personally clean the bathroom herself for my sister. This is ridiculous! As a previous hotel member of management, myself, housekeeping should count their stars this is not my property because that would be immediate dismissal by me. I walked back and forth over dirty hallways the entire time of my visit and I never heard a vacuum cleaner running anywhere in the hotel during my stay. It shows! Elevator tracks are filthy where the door open and closes. Outside the hotel needs dead bushes and trees removed. This hotel is not that old but its fading fast. I don't see it meeting HILTON standards much longer. GM offered us points for inconvenience, but none have showed up in any of our accounts. I don't know if it will be done. Breakfast was not nearly as good as our previous visit. We were looking forward to this visit based on our past visit, but after the horrors encountered in the rooms, we wouldn't stay here again on a bet! A real shame!