Hilton Garden Inn Houston West Katy — Hotel in Katy

I had a bad experience at this hotel this past weekend October 7-9, 2023. I traveled to Katy to attend a funeral and our extended family had a block of rooms at the Hilton Gardens. The bathroom faucet spewed water all over the countertop instead of flowing naturally. The toilet had no pressure and didn’t flush well at all. The water would halfway flush and take forever to fill back up again. We arrived at 10pm and just wanted to get sleep. I called the front desk to express our room concerns and they said they would send a maintenance person the next morning. The next morning no maintenance person ever came by and we discovered yet another big problem. The shower water was scalding hot, no cold water at all in the shower. My skin was red from trying to take a very quick shower. My wife couldn’t shower under those conditions, but tried washing her very long hair in the sink that spewed water everywhere. She was angry and walked down to the front desk with a towel on her head to express her frustrations and ask for a new room. A guy on the elevator with her said he was having water problems too and was not happy. We did get a new room and everything seemed ok. My family met up for lunch Sunday afternoon, but my wife couldn’t join us because she needed time to shower in the new room and get ready. She missed out on family time due to all the inconveniences. The next day Monday morning the toilet in our new room wouldn’t flush. I had to use the toilet in the lobby. I joined my extended family for breakfast in the hotel lobby and discovered they had been given free vouchers for the buffet style breakfast, however I didn’t get one. As I left that final Monday morning I calmly told the two people at the front desk I had a very bad experience at the hotel and wanted to know who to contact. There wasn’t a manager to speak with but they gave me an email address to contact him. Neither one of them apologized for my bad experience or even asked me why I had a bad experience. I was just given an email address. To me that’s bad customer service. This hotel is very outdated and the beds were not that comfortable. It initially looks good from the outside and the lobby looks ok, but once you get upstairs it’s subpar. The hotel location was convenient, but not worth all the hassles. I do not recommend this hotel.

It is now December 3, 2023, two months since I stayed at this hotel. I still have unresolved business with them. I’ve called the support staff SEVERAL TIMES just like they “kindly” tell you to do in response to these reviews. Every staff member tells me that Kevin is the only one with authority to resolve my business with them. Kevin has never returned my calls for the past 2 months. I’ve asked several times to speak to him. I’m hoping Kevin will see this message and return my call. You have my cell number from the messages I left and you can find it in your system from my stay on...

The wife and I had a room for a night. We were finally getting a date night after our new baby and were looking forward to having a peaceful "sleep" filled night. Idk if this is due to covid or what but we had the worst time. We also were guests of a Hilton Gold member, my Father-in-law, who booked the room for us. The staff was pleasant, I have no faults exept that when asked about the area for local eats that might be open we didn't get much feed back. My wife grew up in the Katy area, and seemed to know more of the area despite having moved away 5 years ago. Starting from the door to the room, there was no "cleaning seel" that many hotels have opted to place on the door to assure freshness. Upon entering, there was a smell of antiseptic, and the room was cleaned to the eye inspection. I'm not a hotel inspector so I take it at face value. The door did not close itself automatically. For safety and security those doors are supposed to close themselves. This did not. The bed was..... Terrible. I've personally slept on concrete that left me feeling more refreshed. It creaked, and groaned at the slightest motion. We attempted to rectify this with pillows. I called down and asked for pillows and was told I needed to go down to receive them. Not a problem, as the FDA (Front Desk Agent) was the only one there, I was absolutely willing to oblige. However when I got down there I was told there were no extra pillows. This is a confusing thing as the hotel was supposedly at 14% capacity. I took the blankets, they didn't make a lick of difference on the bed. Upon awakening from my "slumber" I was exiting my room in the morning, a pair of underwear, men's, were in a bundle on the floor in the hallway. As they weren't mine, I left them where they lay. At the end of the hallway a trash bag near the elevators that had started it's journey in the trash can, was still there having never moved. Apparently there is no cleaning staff at night, again if that's a covid thing then it's understandable per sey. Lastly, due to covid, there is no breakfast unless they break a 30% capacity. This makes sense, however at our check in we received vouchers for breakfast that had the HGI and the Denny's logos on it. Any sane person would see that as a voucher to go to the Denny's owned by the hotel owners for breakfast. When questioned about the voucher, 2 hotel employees and a Denny's employee had no idea what I was talking about or whether the vouchers would be honored. I mean, why did I pay extra for breakfast that was included in the room rate when booked. All in all, the experience was not what it should have been. I don't think I would go back to this hotel and we'll see what Hilton does to make this right for my Father-in-law and us. I am giving it 2 stars as a courtesy to the staff who were pleasant despite the lack of knowledge about hotel protocol and local...

I travel 8 months out of the year and travel extensively. I use the reviews as my way of determining if I will stay at a hotel or not. I read the reviews of this hotel and I will say, I was apprehensive. I should have let my gut tell me otherwise and stay at the Staybridge Suites across the parking lot. The check in was smooth and easy, however, that is where things went south. The toilet had dried urine around the securement screws and clearly had not been cleaned with STEAM in quite some time. The wall next to the sink had dried blood on the wall paper, the sink was not cleaned and had toothpaste in the drain. The shower had 3, assuming pubes, in the shower floor, which tells me they looked in and just left it, without cleaning it. The bathroom floor had what appeared to be urine splatters on the floor as well. When I took a shower - after cleaning it on my own - the towel had a stain consistent to feces that had not been bleached out or cleaned properly. The bed is rock hard and NOT comfortable at all. And the air conditioner ran non stop and sounded like it was getting ready to fall apart - but it lulled me to sleep. I did not partake in the breakfast, however, I am not sure if breakfast was included. The area is very easy to get too, however, sliding east toward Houston, the area turns quite sketchy and on our last trip, one of our colleagues had his windows smashed and his entire suitcase was stolen, with his laptop in it. So, although it looks great from the outside and well lit, it is in need of SERIOUS updating and housekeeping needs a lesson on what infectious diseases can do to people when they do not clean properly. It is not MY job to ensure my health is safe in a...