Hilton Garden Inn Houston/Bush InterContinental Airport

After delayed flights led to my missed connection at Houston/Bush Intercontinental, I decided to book this Hilton Garden Inn. Finally taxiing up to our gate in Terminal E, I called the hotel to see if, by some chance, there was a shuttle still running to the airport. I'll just refer to the girl that picked up the phone as "A". After explaining I was booked there that night and asking if the shuttle was still operating, "A" asked me what terminal was I at. I told her Terminal E and she said the only terminal they operate to is C. I told her I would make my way to Terminal C right away. I get to Terminal C and find the hotel pick up location. I see two Holiday Inn and one Sheraton shuttles go through before calling back for an update. "A" picks up the phone again and I remind her who I was and I was at the hotel pick up at Terminal C. She immediately snaps back saying the driver waited 20 minutes and had left and was back at the hotel. I questioned her, "20 minutes? There's no way! What time is it?" She said "you called me at 11:59pm." It was now 12:19am. I told her I had been there for 5 minutes before I called her. "A" then started to backtrack. She said she was going to put me on hold and see if the driver could make another trip. 14 minutes later, her colleague picks up the phone like I was a new caller. (I had a feeling this was going to happen and had requested an Uber while earlier on hold) "Thank you for calling Hilton Garden Inn....." I told him "A" had me on hold, that she was checking on if the driver could make another run to the airport. He proceeds to tell me that the shuttle stops running at midnight. If that was the case, why didn't she tell me that from the start? "A" gave me the runaround at midnight after a hellacious day of airline travel! Her cockiness, snapping back telling me the driver waited 20 minutes for me before leaving is mathematically impossible. You see, in today's day and age, there's a beautiful thing with these phones called timestamps and call durations. "A" said I called at 11:59pm (only to give her the 20 minutes she was claiming because my second call was at 12:19am). Timestamp on the first call was 12:02am. Second call was in fact at 12:19am, only after waiting for 5 minutes at the hotel shuttle area at Terminal C (that's 12:14am when I started waiting in the hotel shuttle area). 12:02am to 12:14am, that's 12 minutes that it took me to walk from Terminal E to Terminal C. I checked Google Maps at 1:00am after FINALLY walking into my room, and Google was showing it was currently a 10 minute drive from the hotel to Terminal C at 1am. So first call was at 12:02am, 10 minute drive, that's 12:12am when the driver pulls up and I walked up at 12:14am. So the driver waits 2 minutes, not 20. And this is even taking into account the driver started driving IMMEDIATELY after me calling. That usually never happens. It'll take a few minutes for the driver to get in the shuttle and pull away from the hotel. Additionally, "A

Pleasantly surprised…… great customer service, facility well maintained. Keep up the great work.

Good overall.