The Woodlands Resort, Curio Collection by Hilton

I'd like to call my first experience here, "A Tale of Two Halves". This could have been a 5, but unfortunately it could have also been a 1. We are saddened to even contemplate about rating this hotel low. We love the features, amenities, and especially the location of this hotel. We are from Austin, we frequent Houston, especially the Woodlands. We visit 1-3 times monthly, mostly business and some pleasure,w/ family living in the area. Happy to say, we are proud Hilton diamond members. As we usually try many Hilton hotels in the Houston and Woodlands area, we do certainly have our favorites. On our first time, we checked in the hotel last December. We were excited and looking forward to experience this hotel. So here it goes, I am rating it a 5 for its accommodating friendly service from Kristen. She graciously accommodated our complimentary upgrade and 1pm late check out the next day. We truly felt the value of being a Diamond member. We kindly requested for both on the app before checking in, as we were driving from Austin and would have a late business dinner meeting. We requested the late check out to have a little bit more time to enjoy the room (which we love), since it was our first time, and because we were tired from our drive and late meeting the previous night..... We are truly happy to commend Kristen with her gracious and exemplary service. Unfortunately, here is the tale of the other half. Like we mentioned earlier, we requested a comp upgrade on the app. Tarwanda, who is also from front desk, replied to say there is no availability and to check when we physically arrive at the hotel. We totally understood, as we know it is based on availability. However, although the reply was not disrespectful, it could have been more courteous and empathetic. It goes without saying, it is the proper expectation for an exceptional customer service to all patrons/guests. It actually got worst the next morning when we contacted the front desk to double check our late 1pm check out. Sadly, all of the good experiences we felt from Kristen had now vanished to the overwhelming, not caring demeanor of, coincidentally, the same person who did not give us an ideal treatment the first time. Tarwanda who replied said she didn't see that we had a late 1pm checkout. She continued by adding that they were not giving late checkouts that day. She even made a quick side comment when she realized that we had a complimentary upgrade-- she said we weren't even supposed to have a room upgrade in the first place, together with the late check out. All of these were said, again, without any apologies, courtesy, nor empathy. So here we are, not really feeling the value of being a Diamond member from her. We can only imagine the treatment towards other guests who are not Diamond members. Fortunately for us, we did the request through the app. Based on our past experiences, we have learned to screenshot all important information. First, we mentioned to Tarwanda that she should see it through the notes or chat that we were given the upgrade and late check out. She quickly replied that she doesn't see any of that information. As I was now agitated and frustrated with the whole situation, I then replied that I have a screenshot of what she was not seeing. Then I requested to speak with the manager or someone else. Suddenly, after that, she saw our late checkout. It almost seemed like she enjoyed giving us a hard time and showed zero ability in good customer service, as one would expect in the hospitality business especially if you're at the front desk. Wondered her job title? This alone, clearly would have been rated a 1, if not a 0. We feel bad for Kristen and her exemplary service, that we had to experience this horrible other half of the tale. As they say, you're only as good as your weakest link. Although inspite of the good first half we experienced it is unfortunate the latter negative half leaves us great anxiety to come back.

If you want to come here to do absolutely nothing, then yes this is a great place. Cute and quiet but there were several things that were very annoying. 1) i booked a room with a king bed, balcony and on the adult floor. I get there and was told they were “overbooked and that room wasn’t available”. I could get a room on the adult floor with no balcony or have a balcony but it wasn’t on the adult floor (it was thanksgiving weekend and kids were everywhere). Annoying but i chose no balcony and adult floor because i was also told if i chose the room with a balcony i would lose access to the lounge on the adult floor (that’s important for later). I was given free breakfast for the inconvenience so ok, fine. 2) i LOVE to play pool. It was another reason i booked here because they had a pool table. I ask the staff where is the pool table ……. It got flooded. Alright. They can’t help that but again, annoying. 3) i was told i wouldn’t have access to the adult lounge if i booked the room with the balcony because it wasn’t on the adult floor. I go up to my room for the night and who’s in the ADULT lounge?? 2 kids. Were they disruptive? No which is why i didn’t complain and get that family in any trouble but at this point it’s the principle. I don’t have kids. I booked an adult floor. Why am i looking at kids in the very place i was told i couldn’t be if i booked on the other floors?? 4) if breakfast wasn’t free, there’s no way i would’ve paid for that. Again, free so how much can we really complain but the service? Absolutely terrible. The staff seems…… overwhelmed and all over the place. The wait was 30+ minutes for a restaurant that had PLENTY of tables open. Idk what goes on behind closed doors but it seems like they need some help. Overall, it was alright. Ok enough to not complain, bad enough to not come back.