Embassy Suites by Hilton Houston West - Katy — Hotel in Jersey Village

I was profoundly disappointed and disgusted with the level of customer service my husband and I received during our recent stay at this location. Our experience was far below the standards we have come to expect from Hilton.

On our recent stay, we were unable to get a quality night’s sleep due to the presence of a baseball team on our floor (Floor 15). The noise was incessant and made it impossible for us to rest. When I brought this issue to the attention of the manager, Stephanie Vesaquez, the next day, I was met with a shocking lack of empathy. Instead of offering an apology or a solution, she blamed me for booking during a time when, according to her, "we always have several teams staying with us during the summer," as though I should have been aware of this.

As we were checking out, I mentioned that we would need some service recovery points. Instead of addressing my concerns professionally, Stephanie seemed surprised that I knew about service recovery points and questioned whether I worked for Hilton. When I explained that I did not but had been a Hilton Honors member since 2012, she then berated me for being a Silver member, rudely asking why I wasn't a Gold member then. This line of questioning was completely inappropriate and none of her business. There is absolutely no issue with being a Silver member, and her condescending manner was appalling.

This encounter was particularly disheartening as I chose this location to celebrate my husband’s birthday, expecting the high standards of excellence that Hilton is known for. Instead, Stephanie’s lack of professionalism and empathy turned an already unpleasant situation into a deeply negative experience. As a manager, she should possess strong conflict resolution skills and a customer-focused attitude, both of which were glaringly absent.

If you are considering staying at this hotel during the summer, be aware that, as Stephanie mentioned, they often host teams, which means your peace and sleep may be compromised. If you value rest and a peaceful environment, I recommend looking elsewhere. Embassy Suites in Spring, for instance, has excellent reviews and might offer the kind of experience one would expect from a Hilton property.

I read a review where someone said staff constantly TEXTED HER to make sure she was enjoying her stay...WHAT???? This is definitely not standard service as not everyone gets this treatment, I PUT MY LIFE ON IT. I did not and would not imagine if you booked you would either.

Given this experience, I will not be returning to Embassy Suites - Katy location and will advise others to avoid it as well. I hope this feedback will lead to improvements in customer service training, particularly in empathy and conflict resolution, to prevent such disappointing experiences...

Strike 2 against By Hilton Hotel I’ve stayed at hope the General Manager reads these posts. Or considers an undercover boss, and also critically considers health inspectors and throughly cleans ducting, either clean and steam carpets or replace the carpets, fixtures replacements, in the rooms. That said… First impression nice place clean decorated and even pet friendly as they had a water bowl and dog biscuits placed by the door. Just behind that had a snack and last minute things (medicine, microwave meals, drinks, ice cream.) Indoor pool in first floor with towels, chairs to relax on and I believe had a handicapped crane to aid getting in the pool. Bar, dining on first floor, nice tall water fall decor. Complimentary tea and lemon water. Now off to the room… I’ve been to a few hotels and learned a lil what to look for to make the stay comfortable and also what may or may not affect length of stay or swap rooms. Got to the room first impression was good was excited for a brief moment, unloaded the bags and relaxed from the long drive. Noticed the vent doesn’t clear out shower steam, shower head is rusted, and wall splatter of who knows what!! Cleaning staff I know your job is miserable but if ya hate it that bad why chose that profession?!? I talked to the front desk mentioned my discrepancies and it was handled professionally by Megan Garcia later after breakfast and going site seeing we came back to the room noticed the shower head was replaced, the vent was “cleaned” not not really. Maybe I’m overthinking it but a shop vac and a thin screwdriver clean that right up and removing the vent plate of course…. The carpet looked very old and stained didn’t trust walking barefoot around. Breakfast was amazing made to order omelette delicious! Choice of items excellent! Staff awesome! My daughter likes to watch tv that was another downside tv was blue never seen that before but the tv stayed off and used our phones to watch movies… replace that tv Costco has good deals all the time for the cost of the rooms should be easy enough. Pillows need replaced. Next time I’m there I’ll be looking elsewhere to stay and not from a by Hilton not sure if the name supposed to mean something but if I hear the name Hilton attached to something I think prestigious and classy tons better then like a super 8 or motel 6 by huge margin. And Embassy suites should be big name brand in itself. Overall I’d say retain the staff for cleaning or get contract cleaners that do weekly deep cleaning. Get duct cleaners for the building maybe every...

PLEASE READ BEFORE BOOKING!!! The room that I stayed in was 1505 and it was extremely dirty. Check-in was quick and easy since I already have the Hilton app, I was able to check-in from there. Although I still had to go to the front desk to get extra key cards made for the room, the front desk staff were welcoming and kind. During my stay, I did take advantage of the evening reception and the staff there were great as well. Gustavo was very polite and friendly. I believe he’s the reason this hotel has such high ratings because he was giving out a card with his name on it and a barcode to scan so guests can leave a review for him. And since he does such a great job and gives excellent customer service, guests will rate this hotel based solely off of the experience they received from him. Which is why I was misled into believing this was a 4.7 star rated hotel. Even though I received great service from the front desk staff and the bar staff, your maintenance and housekeeping staff is lacking that service. Once I got to my room I seen multiple deficiencies in the way housekeeping cleans and the way maintenance repair things around the facility. There were brown “splatter looking” stains on the wall by the toilet. Stains on the carpet. There was an oily hand print on the wall in the bedroom, it looked like the person had motor oil on their hand and touched the wall. Dirt and dust on the bathroom floor under the sink. The shower head had a leak/constant drip whenever you used it. Also, the room had some patches of paint on the wall that maintenance didn’t bother matching to the paint color that’s already on the wall. I had NO REMOTE CONTROL for the television in the living room. The sofa bed had the worst thin mattress I’ve EVER seen! IT HAD A HUGE REDDISH/BROWN STAIN ON IT!!! ...