Spark by Hilton Galveston

Walked in and the smell of mold immediately hit me. I told myself I’d give it a try. Get to my room and the back door is wide open. The floor had sand all over it and there were little black hairs all over the toilet and bath tub. I left the hotel and stayed somewhere else, much cleaner!

3 weeks ago

I was skeptical of staying at Spark when I read the reviews but I couldn’t have been more pleasantly surprised. There was no odor in the hotel, the staff was above and beyond helpful and friendly, and our room was huge! The location is walking distance from anything you need- the beach, Walmart, nail salon, grocery store, banks, and restaurants. The added bonus was parking was free! If the weather had been nicer, our visit to Galveston would have been perfect. I have nothing but good things to say about our stay at Spark by Hilton Galveston. I was traveling with my husband and one year old daughter.

a week ago

I am writing to bring to your attention several issues I encountered during my recent stays at your hotel, from December 18-20 and December 27-29. Unfortunately, my experience was far below the standards I expect from a Hilton property. During my first stay, I found the following issues in my room: 1. Hair in the bathtub and stuck to the shower wall. 2. Construction tape covering the shampoo and conditioner holder. 3. Only four bath towels were provided. 4. The soap in the bathroom was used prior to my stay, as it was wet when I took it out of the box. This made me question cleanliness and attention to detail. 5. More hair was found on the floor next to the bed. 6. A small dead roach was found in the bathroom. 7. The breakfast offering was severely lacking compared to other Hilton properties. I was disappointed to see only bread, muffins, and prepackaged items, with no hot breakfast options such as eggs, meat, or oatmeal. When I returned for my second stay, I encountered further issues: 1. At check-in on December 27th, there was confusion regarding my reservation. The front desk agent informed me that one of my reservations was canceled, despite having both reservations visible in the Hilton app. This staff member was getting short and snippy with me when I tried telling her I have two reservations (I wasn't going to mention her attitude until the most recent interactions I had with the rest of the front desk. The lack of customer service seems to be a running issue at this property). After several minutes of back-and-forth, she acknowledged that I had checked in online but did not apologize for the confusion or inconvenience. I believe additional training for front desk staff is needed to ensure smooth check-ins. 2. My second room also had a small dead roach in the bathroom. While I was provided with all the towels this time, there was still hair on the floor. 3. The room was slightly better than the first but still not up to Hilton standards. 4. Additionally, I encountered an even larger roach in the hallway wall. Furthermore, my attempts to contact the hotel to address these concerns were met with additional challenges: - Monday, I called around 3:30 PM, I requested the general manager’s email address. I was told the hotel did not have it because they had run out of business cards. The staff member also stated that they couldn’t provide the email address because they were new and didn’t know it. - Tuesday, I called at 2:20 PM, and someone answered the phone but immediately hung up. When I called back, the phone rang without being answered. - When I finally reached someone at 4:00 PM, they provided the general manager’s email address. - Wednesday night around 7:30 PM, I had to call back again to confirm the email address as the one provided didn't work. The staff member put me on hold for almost 10 minutes. I hung up and called back to which they had declined my call. - When I called again and asked for the general manager’s first and last name, the person asked why I needed that information. I explained that I wanted to file a complaint, to which they replied, “You need to do that at 8 o’clock at night?” and then hung up on me. This behavior was highly unprofessional and added unnecessary frustration to an already poor experience. I can't believe this is a Hilton property because the customer service is absolutely disgusting. I have been nothing but nice to the staff members and I am being met with hostility. I have no idea why the general managers first and last name are being kept secret. Now I know, the front desk staff is reprehensible. They must receive a lot of complaints if they aren't willing to provide the general managers name nor email address.

a month ago

This hotel was such a disappointment and I can’t believe it is a Hilton. The staff were overall friendly and helpful, so my negative review has nothing to do with them. When I booked this hotel a few months back, it hadn’t opened yet so there weren’t any reviews to guide me. The hotel smells weird and strange as soon as you walk in. Dirt and hair on the floor in my room when I first arrive. No outlet by my bed. Bright porch light outside my window that I have no way to turn off. Breakfast offering is literally a prepackaged muffin or a bagel (seriously??). I could never get hot water in my room. The front desk lady told me to “run the water for at least 30 minutes and it will get hot”. I ran it for an hour…ice cold. At 10PM I had another guest try to get in my room because the front desk gave them a key. Apparently that guest also couldn’t get hot water, and the front desk girl forgot I was in my room, and I tried to give this guest access. The only positives I give this place is comfy bed. Stay elsewhere!!

3 months ago

This uswd to be a Comfort Inn. Total glow down. 1. No microwaves in the rooms when there were before. 2. They took away the fitness room. 3. They took away the awesome breakfasts they used to have, now its a bagel. 4. The pool and hot tub were not hot. The service was great tho, Michelle is always cool! But wont be going back.

2 months ago

We arrived late, so we really only needed a place to sleep. A single king size bed was reserved. At check in, i was told there was a problem with the room and offered 2 queen bed room. The rooms are big, but lack character. Pretty much all hotels have a bench, shelf or stool to put your luggage. I did find a single small folding bench in the closet. Also, no cups in the room, so I had to get cups from the lobby coffee station. Breakfast is bagel and packaged muffins (empty basket in attached photo), not even eggs. I would expect more from a Hilton hotel.

2 months ago

I can't believe it's a Hilton and has such bad service. The front desk people don't help at all. We rented for 6 days and I never saw a person go to my room to clean. I told the front desk lady that I had cockroaches on the floor and trash that needed to be picked up apart from changing my towels and the only thing she said was that they hardly had any staff and since it was almost the end of the year, the maids wouldn't come (it was obvious they had staff problems) and even when I asked them they never went to do it. During my entire stay I never saw a single person cleaning. The hallways smelled musty. The breakfast is 3 types of bagels, juice and yogurt. I would recommend that the managers of the Hilton hotels take a look around the place and talk to their staff so they change the way they are running this hotel.

2 months ago

Staff was friendly. Rooms were clean and I enjoyed the balcony. The bed was a little too soft for me but still comfortable. Not much for breakfast other than a bagel buffet with juice and coffee options. Over all I would stay again.

3 months ago