Holiday Inn & Suites Houston West - Katy Mills by IHG — Hotel in Katy

We stayed at this Holiday Inn located in Katy for convenience and it’s in a great location. Although this is a new hotel that is the only good thing about it. We were traveling from 3 hrs away and arrived late at night. During check in we were told that guests cannot park at the back of the hotel. Although later the next day we saw other hotel guests parked in the back. We drove to the back the next day and the signs are clearly posted for guest parking. The following morning we left to get breakfast and noticed the door didn’t secure. We let the front desk know and they didn’t seem concerned. I had to call them again and was told they would “try” to get a maintenance person to fix it. I let them know we had a family occasion to attend and didn’t want to leave our room unsecured. I shouldn’t have to explain why I want a room that I paid for to be secured. Breakfast is $8 per person and only includes specific breakfast items. If you want to add pancakes or fruit you have to pay an additional price. Non-complimentary breakfast is not an issue, but this hotel should consider a buffet style for the same price. The dining area was empty our entire stay and it’s due to the prices for the small amount of food you get. There is not even complimentary coffee in the lobby; which I was surprised. I’ve stayed at many Holiday Inns and never experienced such a horrible stay. It only gets worse. This hotel has night club events in a conference area connected to the hotel and below the rooms. We returned from our family occasion on Friday night to a teenage party at the hotel and very loud music. The guest rooms are above the conference room so it sounded like we were at a night club. It gets worse. One hour after we got settled the fire alarms went off and we had to evacuate. We waited outside for about 10 min. A front desk staff came out and told us that a fog machine from the party set off the alarm. My 90 year old grandpa left his room for safety reasons which took him 10 min just to exit. There were other families with young kids waiting outside late at night while the hotel staff determined what set the alarm off. The hotel apologized but didn’t stop the party. We returned to our rooms and when I called the front desk about the music I was told it would stop at midnight. I was beyond shocked!! Then we go to plug in our phones to charge overnight and the outlets didn’t work. At this point I was so fed up I didn’t bother calling the front desk. We had a long day and I was traveling with a young child that needed to sleep. We learned the next morning that all the outlets are controlled by a switch; which is not identified on the wall. This Holiday Inn has a lot of work before they can even compete with other hotels in the same chain I have stayed at. Don’t waste your time at this night club hotel. There are many other brand new hotels in the area that will offer a...

Sorry for the long review, but it has to be told. I arrived for my reservation in the evening of 5/21/24 and was exhausted from a long drive . Initially, my 12-year old daughter and I were very impressed at the cleanliness of the entry area of the hotel and the friendliness of the front desk attendant. We were initially also satisfied with the cleanliness our room when we finally entered. As we began to settle in, we noticed the sink’s handle in the bathroom was broken, so we were unable to wash our hands or brush our teeth at the sink. I called the front desk and the front desk attendant immediately came up and took pics and video and was very apologetic. She advised us that they were booked for the night and would give us a discount for our inconvenience. We agreed to this and decided not to make a fuss about it. We would just use the shower water to wash our hands and brush our teeth.

About an hour later, we decided to go and get something to eat. As we left the room and attempted to close the door to our room, the door wouldn’t close completely. So, we forcefully pulled it again and it closed. However, I slightly pushed the door with my hand just to make sure it was securely closed and locked, and the door swung open. I did this about 2 more times to be sure I wasn’t mistaken before reporting it to the front desk. We walked downstairs and told her about the other issue, and she followed us upstairs again and went right to the door and pushed it open. The door was broken. She was embarrassed, well, she appeared to be. She apologized again and explained again that there were no more rooms available, but she would report the matter to the manager and ask for a full refund to be given to us for our inconvenience. Because we were tired and it was late, I decided to stay there, but pulled the the top door latch across the door to securely lock us in for that one night. We were leaving early the next morning anyway. Upon checkout, a new desk attendant was on duty, so I explained to her about the 2 safety issues we experienced and asked for a receipt showing that we would not be charged for the room. She said the manager had not said anything about the matter, but she would have her contact me. No contact was ever made, but after checking my credit card account, there was only a $45 refund issued from the $159 rate. I’ve called the hotel on 2 occasions attempting to speak with the manager but she is never there.

I feel we were treated very unfairly and although I decided to stick it out for that one night in an unsecured room, we should not be charged for the hotel room as we were told by the 1st attendant on duty. I could have been an irate customer and caused a big scene, but that’s not my character. A minimal $45 discount is a slap in my face!

I have videos of both the sink and door if needed!

I will call back everyday until a speak with...

We stayed at this Holiday Inn located in Katy for convenience and it’s in a great location. Although this is a new hotel that is the only good thing about it. We were traveling from 3 hrs away and arrived late at night. During check in we were told that guests cannot park at the back of the hotel. Although later the next day we saw other hotel guests parked in the back. We drove to the back the next day and the signs are clearly posted for guest parking. Breakfast is $8 per person and only includes specific breakfast items. If you want to add pancakes or fruit you have to pay an additional price. Non-complimentary breakfast is not an issue, but this hotel should consider a buffet style for the same price. The dining area was empty our entire stay and it’s due to the prices for the small amount of food you get. There is not even complimentary coffee in the lobby; which I was surprised. I’ve stayed at many Holiday Inns and never experienced such a horrible stay. It only gets worse. This hotel has night club events in a conference area connected to the hotel and below the rooms. We returned from our family occasion on Friday night to a teenage party at the hotel and very loud music. The guest rooms are above the conference room so it sounded like we were at a night club. It gets worse. One hour after we got settled the fire alarms went off and we had to evacuate. We waited outside for about 10 min. A front desk staff came out and told us that a fog machine from the party set off the alarm. My 90 year old grandpa left his room for safety reasons which took him 10 min just to exit. There were other families with young kids waiting outside late at night while the hotel staff determined what set the alarm off. The hotel apologized but didn’t stop the party. We returned to our rooms and when I called the front desk about the music I was told it would stop at midnight. I was beyond shocked!! Then we go to plug in our phones to charge overnight and the outlets didn’t work. At this point I was so fed up I didn’t bother calling the front desk. We had a long day and I was traveling with a young child that needed to sleep. We learned the next morning that all the outlets are controlled by a switch; which is not identified on the wall. This Holiday Inn has a lot of work before they can even compete with other hotels in the same chain I have stayed at. Don’t waste your time at this night club hotel. There are many other brand new hotels in the area that will offer a...