Hilton Garden Inn Houston NW America Plaza

Nada

Disgusting experience, both the cockroaches in my room and the hotel's response. I am copy-pasting my correspondence with General Manager Syed H. Kazmi below, which contains the details. He claims "housekeeping and engineering teams have been retrained on enhanced inspection and sanitation protocols" in just 24 hours, so he clearly acknowledges that the infestation is real (whether or not he is lying about an impossibly fast full-staff retraining). I have been offered absolutely no compensation from Mr. Kazmi or Hilton. I paid $241/night through Chase Travel.

I am contacting Texas Department of Health and Human Services with full details and additional evidence (that I will not send directly to Mr. Kazmi, who is in full CYA mode).

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CORRESPONDENCE
Nov 8, 2025

GM of Hilton Garden Inn Houston NW America Plaza:

I just had a a 2-night stay in room 207 (Nov 5-7). As I hope your staff has now informed you, I woke up on Friday morning to see a large roach crawling above the window. I then saw another on the curtain itself. I quickly sealed my belongings, took a very fast shower, and walked out of the bathroom to see 2 more crawling across the floor towards the curtains. I left more than 2 hours before necessary for my travel, obviously not eating breakfast (for which I paid extra) or otherwise staying on the property.

I am repulsed and horrified...and shocked that I have heard nothing in the 24 hours since I left. I booked this particular stay through Chase Travel (rather than directly, as with 3 other Hilton stays this year including the Canopy at Baltimore Harbor that I'm currently in), so your front desk staff did nothing more than apologize for the "inconvenience" and say that they would pass it on to you.

I lived in Houston for 7 years, I am aware that roaches are an issue city-wide, but I have never experienced such an open, daylight infestation at any hotel or home. Not even close. I shudder to think how many roaches were crawling around the room at night while I was sleeping on both nights. There was no open food in my room, no food in the hallway. No open windows, no weather event or adjacent construction. This is a massive failure of maintenance, abatement, and cleanliness at your property.

Upon my return home, I will be addressing this matter with Hilton, Chase, and DSHS; and protecting others with my experience on Yelp, Google, and TripAdvisor. No one else should pay $500 for 2 nights in a roach-infested hotel on the side of a highway in a city full of options. Your failure to proactively contact me same-day is a huge mistake, which I assume means that you do not consider roaches in your hotel rooms to be a problem. We'll see what others think.

I look forward to hearing from you no later than end-of-day Monday, November 10 with your complete proposal to make things right before I proceed.

RESPONSE FROM GM
Nov 8, 2025

Dear ******,
Thank you for taking the time to share your recent experience with us. I want to sincerely apologize for the distress and discomfort you encountered during your stay. What you described does not reflect the standards of cleanliness, maintenance, or hospitality that we hold ourselves to at the Hilton Garden Inn Houston NW America Plaza.

Immediately upon receiving your report, our engineering team inspected Room 207 and the surrounding area, and found nothing in the room as described. If you can please provide some pictures for reference.

Please know that we take such matters extremely seriously. Our housekeeping and engineering teams have been retrained on enhanced inspection and sanitation protocols.

While I understand how upsetting this experience was, I do appreciate you bringing it to our attention. Feedback like yours allows us to identify and correct issues quickly, ensuring a better experience for all future guests.

Thank you again for your feedback and for your loyalty to the Hilton brand. Warm regards,
Syed H. Kazmi
General Manager
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REPLY (NO RESPONSE FROM KAZMI)
Nov 9, 2025

Mr. Kazmi,

• Specifically, what time did your "engineering" staff enter the room?
• What did they inspect?
• Were you present?
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I have been a loyal Hilton Honors member for many years. The hotal staff and management are completley aware of the situation with the airlines and Air Traffic Controllers. I called today to let this poor excuse for a Hilton property know I was on a cancelled flight and would not be able to make it. I didnt want the additional no show fee added and would have liked a discount or some type of reparation. Nothing, nada,zip. The employee I spoke with was less than helpful. He went right into "there is nothing I can do for you. What a joke of an excuse and a property that obviously doesnt want business and I sure would not stay at this place on a pleasure trip.
Beware of the poor business practices. I will be sure to let our travel company know NEVER to let an employee stay here again

The food and bar area was great. Staff also good.

There was an unpleasant odor throughout the hotel and there was hair in my shower.

The biggest turnoff was the bathroom wasn’t the cleanest. There were hair stains stuck to the wall of the shower and shower floor was also dirty.

ROACHES! Never again.

It was very relaxing and the staff are very friendly and helpful.

Air conditioning wasn't working properly
Before check out time housekeeping came to clean the room

The best

Staff was professional and friendly.

Room was very neat and clean

The staff was professional, friendly and helpful.

Room was very clean.

Great hotel, with great Staff! Shout out to Mr. James my family and I appreciate the hospitality!