Home2 Suites by Hilton Houston Pasadena - Hotel in Pasadena - 5150 East Sam Houston Pkwy S, USA

Clean standard Hilton hotel with friendly staff. Fitness center was not bad and they also have a pool. Ample parking in the area with a gas station nearby. Coming off the highway, it is a quick turn and if you miss it you have to go all the way around to get back to the hotel.

The room itself is very nice and has all the amenities we hoped for but the breakfast left a lot to be desired. The first morning they had little omelets and scrambled eggs bowls with sausage in them. Second day it was just microwavable breakfast sandwiches which kept running out so there was a long line of people waiting for the next batch to be ready. Also completely out of yogurt and had to ask, only to be handed just one instead of them stocking the fridge where other customers could grab one. You could make your own waffle or get cereal but no fruit other than green apples and no diabetic-friendly options once they stopped putting out the omelets and scrambled bowls. Bathrooms in the lobby had no paper towels or hand soap. |Bottom line, it's a nice hotel if you plan on making your own breakfast but horrible if you depend on the lobby food for breakfast

From the looks of the reviews I'm seeing, the Home2 Suite franchise is struggling in general, but here you go... Houston - hurricane Beryl - 2.3 million without power. Ugly all around - Hotels are being slammed by people looking for a better place for their family to wait it out and out-of-town are leaving their families to get the power back-up (like me)... in the end, just doing the best they can given the situation. But this Hotel made a bad situation worse and was unempathetic, unapologetic and even mocking.. ||||I was coming in from out of town and was reserved a room in advance. As disaster response is part of what I do, I knew the drill.. I was calling and emailing every hour on the hour to confirm my room (especially knowing my flight was being delayed). Never an answer. I finally landed but it was 12-hours AFTER my reservation check-in... I kept calling.. no answer... but was finally able to physically get to the hotel - was told "your reservation was canceled. Our policy is if you don't confirm the room on the day of the reservation, we cancel the reservation." -- Of course, I point out I tried - for two days - but no one answer. With a straight face he said, "oh yea, our phones been out for days"...wait - what?.. so I asked "How can I confirm my room if your phones are down?" to which he said "we've been using our personal cell phones"... again, unapologetic.. just standing there blinking at me unaware (uncaring) as to how that sounds to a guest. So the natural next question was "how do I know to call your personal cell to confirm a room?" to which he said, he's been calling unconfirmed reservations and leaving his cell number for call back (I traced that number to the source - our 3rd party company's 24-hour dispatch center -- no evidence that happened..) Having to sleep in my car when a reservation was made in good faith was bad.. but it happens. Any failure to plan will come out in a crisis.. you just have to roll with it... it was really the attendee's attitude that aggravated me.. he didn't even try to act like he gave a crap... he had zero interest in managing the situation and his manager wasn't any better. I'm thinking "At lease appear to care about the situation you created..." In the end, he relayed a message from his manager (who he was just talking to on the phone) "...my manager said to email her". - I just turned and left without saying a word as the attendee mocked me as I walked out the door.. ||||Some recommendations for the Hotel (and the franchisor):||||- Take ownership for what you can control. You can't control that your phones went out, but you can control where incoming calls go. Most hotels in a situation like that, have calls forwarded to call centers that field incoming. There's an entire industry whose business model revolves around answering incoming when you can't. I'd avoid local companies.||- Stop canceling un-confirmed reservations during a crisis in which your phones are down and your guest have no apparent way to reach you. Have a work around.. charge for a one day hold if you need to... If the policy is more important that your guest's imposition, then at least take a hard look at how the policy is enforced in a crisis. If the policy requires they call to confirm and your phones are down, consider a real pause before you turn out your guest who made a reservation in good faith.||- Train your counter staff. They only made a bad situation worse with the flipped and contemptuous tone. My experience -- customer service tends to be a direct reflection of management; broke doesn't happen by accident.||- Your manager. Never tell a guest "email me" that's the universal response for "I don't care..." the correct way to respond would be to get the guest's number and commit to calling him shortly. Don't talk to him in the moment if you don't want.... give yourself some time to explore solutions (if any) and allow the guest to come to terms with his/her new realty.. then call and talk... They may not like what you have to say, but with a small amount of effort, you can give them at lease the allusion that you care and would help if you could. It's the job.. do it correctly however uncomfortable or inconvenient it may be.||- For travelers... be prepared.. have a back-up. your problems are just that - YOUR PROBLEMS they'll remind you of that when you show.||||For me.. I had a back-up-- I try to anticipate others inabilities (including my own)..but again.. it was their lack of professionalism that got the review.

Location is convenient to Hobby airport. Unfortunately the rooms need attention. The desk chair arm rests were all damaged. The cushion on the sofa was extremely damaged. I had to get maintenance to fix toilet paper holder because they kept falling off because the ends were broken off. Hotel notified me they are in process of updating rooms.

Definitely loved our stay here! We always choose Home2 suites but this particular location is one of our favorites! They constantly check on you if you need anything, did see a patrol by the parking at night. If we come back to Houston this is absolutely our go to hotel!

Terrible experience thinking I was booking a nice stay. Definitely feels like a motel 6 that was cheaply remodeled. Rooms were clearly hastely remodeled with paint spots everywhere and wobbly fixtures, Broken down AC units screeching from units all night, terrible frozen food breakfast, dirty halls and no room service even though it says daily (just needed trash taken). Staffing seemed nice but also uninvested.

Positive: We liked the room set up. We chose it mainly for the noon check out. The front desk staff was very friendly. We also appreciated the real cups, plates and glasses. Negative: There is really only one- we would have enjoyed having eggs and sausage or bacon in a heating tray, instead of in a sandwich. It made the breakfast offerings very carb heavy. But it was good nonetheless. Negative: ""

Overall this was not a great experience. The breakfast was pretty limited, the room was dingy, trash was left in the hallway for days, etc. Will not return.