Check in was easy; however, we stood in line for over 40 minutes waiting for a shuttle to take us to the parking lot back to our cars. Ironically, I saw a review from 3 months ago with a picture of a long line waiting for the shuttle and sadly, we had the exact same experience. There were two highly unorganized lines because there is Parking Spot 1 and Parking Spot 2 (different hobby locations). The drivers were working hard, but it’s pretty clear they need more shuttles, stat. Parking Lot 2 line was much shorter, but quickly realized that’s because they had double the amount of shuttles coming to pick people up. Irony is that directly behind us, both of these parking lot shuttles never had a line. Talk about advertisement! I took the pic to remind myself to use them instead. No apologies from employees or anything.

I am a Gold Member (soon to be Platinum) with your franchise. I am writing to file a formal complaint regarding the interaction I had with an employee named Maria today at the Houston Hobby Parking Spot 1 location. On Monday, October 27, I was provided a paper receipt instead of using the usual QR code or app-based entry, as the system was down at the time. Upon returning today, I struggled to locate the small receipt in my purse while trying to exit the lot. I pressed the call assistance button several times and also attempted to reach the location by phone using the number connected to the app. Unfortunately, Maria did not answer. After about 15 minutes, I located my paper receipt and successfully used the QR code to exit the first gate. However, there was a second exit gate, and I misplaced the receipt again while searching through my bag. I continued to press the call button for help as cars began to line up behind me, and I even backed out of the lane to allow others to exit since it was busy and I did not want to hold up traffic. When Maria finally came out, I attempted to explain the situation — including the delay, the system issue earlier in the week, and my difficulty locating the paper receipt. Rather than assisting me professionally, she responded in a passive-aggressive and dismissive manner, questioning why I didn’t keep better track of the receipt. I politely explained that I normally use the QR code through the app without issue, and as a frequent traveler (I’m on the road nearly 50% of the year for work), I have always valued the convenience and reliability of your service. Maria continued to argue with me and stated that she “did not know how to work the system” and that I needed to find my receipt again. When I finally located it and handed it to her, I asked for her manager’s contact information. She refused to provide a phone number and only gave me a name — Hakeem — and stated that I could “try Monday through Friday” to reach him. After exiting the location, I called the number again, and Maria finally answered. She recognized my voice and repeated that she did not know her manager’s schedule. I am extremely disappointed in how this was handled. I spent a significant amount of time stranded at the gate pressing the call button for help while Maria, who I could see inside, appeared to ignore my calls. Only when I reached the final exit gate did she come out, and her tone was unprofessional and discourteous throughout the interaction. As a loyal customer and frequent traveler with your brand, I expect a higher level of professionalism and responsiveness. I would appreciate if this matter could be reviewed and addressed appropriately, and I would like confirmation that it has been escalated to management for follow-up. Thank you for your time and attention to this matter. Please feel free to contact me directly if any additional details are needed.

Edit... I did let them know about the issue. They are working to correct and provided a future 1-day comp. So fingers crossed. Never again... Up to last night I LOVED this place. When we landed at midnight we were greeted with a line of 60-70 people waiting for the #1 shuttle. We ended up taking an UBER to the lot. Called and employee didn't care. They only had 2 shuttles, which can only carry 13 people each trip. Figure maybe 20-30 minutes round trip, dropping off at cars, etc. You do the math. Meanwhile the #2 bus had a driver that was asleep and absolutely no-one waiting. WHY they can't help each other out during times like this is beyond comprehension.

I returned from domestic travel on Tuesday Sept 2, around 8:30pm and the line to wait for the shuttle was very long. They only had 2 drivers shuttling people from the airport to the Parking Spot, and we waited about 35-40 for the shuttle, and didn’t get to our car until close to 10pm. I would not recommend parking at the Hobby Location because they clearly cannot plan for holiday weekends, and do not call on managers or people to step in when they are short staffed. After a long vacation at 10pm, I just want to get home.

Great customer service! The check in machine was not working properly but the staff was able to help me check in fast. Upon check out, my daughter accidentally left her bag in the parking lot but the staff helped us located the bag & we were able to pick the bag up the next day! Very friendly and helpful staff, will definitely use the Parking Spot #1 again!