Wyndham Garden Katy — Hotel in Katy

My stay was not satisfying from the moment I arrived to check in. My family drove in from another state, arriving after 8pm tired and hungry. Our plan was to check in to put our bags in the room then go out for dinner. I had 2 rooms and neither were ready after 8PM when we arrived. After waiting to get to the counter for 15 mins, I was told we had to wait another 10 mins for our room to be clean. I have worked in hotels before and she did not do anything to accommodate me AT ALL....We were not offered anything and we were just sitting in the lobby watching others being checked in. After waiting, we finally get to the room and we have 1 big towel and 1 little towel in a 2 Queen room for 4 people. My brother checked in the other room and the A/C was not working properly in that room. The next morning my husband went down to get towels and was given 2 pool towels and told there were no towels at this time. I went down 10 mins later to ask for towels and was given 4 sets of towels for my room. While down at the front desk, I asked if both of my rooms could be accommodated with a discount since they were not ready at check in at almost 9pm, one of the rooms had no A/C and my room with 4 people only had 2 towels. I was told she would speak with the manager and let me know. She called my room and told me the manager was only willing to discount the room with no A/C $25 and that was it. They were not willing to do anything else to make sure our stay was enjoyable. I spent $410 for my stay and was not treated well. Each day we had to go ask for towels. On Sunday, I went to ask for towel and was told there were no towels at the time, she took my room number and told me that she would put the towels in my room when they came available. When we got in that night, there were no towels. There was no hot breakfast. Only cereal, yogurt, milk and a waffle iron. One of the reasons we booked was because of the breakfast. There was running up and down the halls all hours of the day and night. When we came back on Saturday night, there was a police officer on our floor handling a domestic disturbance call in the hall after 2am. The man was talking loudly and people were trying to sleep. My family was really displeased with the hotel. I am a member with IHG brand hotels but decided this time I wanted to try a new hotel to see what they had to offer. NEVER AGAIN. I learned my lesson and will never stray from IHG hotels again. Lack of customer service, lack of making the guests feels at home away from home and a lack of accommodation plays poorly when trying to get guests to come back. Its a nice hotel and the rooms are spacious, however in my case, the bad outweighed the good. If the manager would've take 10% of each room and been sympathetic to our situation, maybe we would look past having to ask for towels every day we stayed there. NEVER AGAIN. This was a One and Done. I travel to Katy alot. I will take my money elsewhere. BEWARE.... You...

My uncle & his family had to leave their home during & after Hurricane Harvey due to flooding. When my uncle tried to extend his stay due to the fact that he lost everything & his house was flooded. He has no where to go because his house is not accessible yet & even if he could get to his house there is still water so cant live there. Even if the water had receded, the house is not livable. With that being said, we called & spoke to the front desk & they said that the Mgr had called & expressly said that in no way are they to extend the stay of any guest staying in the hotel. I spoke to the Mgr....Raju. Once I explained how upset we were about him not allowing my uncle to stay when he had no where to go & considering my uncle is a paying guest. After a long conversation that included me threating to write a letter to customer service, facebook, the media , etc he agreed to look at his inventory to see what he could do. The next day he spoke with my uncle & extended his stay to Sept 5th. My uncle called me this morning, Sept 1st & asked me to help him find a place to stay. I asked him what happened that I thought the Mgr extended his stay. He said he did but that the employees kept going back & forth about him staying to the 5th & giving him a hard time about it. Basically pressuring him to leave. I called & found out that their current rates have gone up to about $170/night, and they had a group come in to help with the recovery on a corporate rate. So basically, the pushed my uncle out who was staying on a rate of $99/night so they could free up rooms to charge a higher rate. A man who lost his home & had no where to go. So basically the motto of this hotel is to make money during a disaster rather can care & provide for their guests. The Mgr lied by saying he would take care of my family because their guests are their #1 priority & they completely understand that the disaster of Hurricane Harvey caused. He lied. He went back on a promise to make more money. In the midst of a disaster, he chose money over customer service & integrity. I will never recommend this hotel. I will let everyone one know how this hotel "takes care" of...

My family with children stayed for 3 nights. The facility itself was promising and seemed nice but they appear to be operating on a skeleton crew. They have a single worker at the front desk—the several we interacted with were friendly but limited in their ability to be helpful. Our room (two queens with a pull out couch) only had 2 bath towels. It was nearly impossible to get towels for 3 days. The front desk was always “working on it.” Excuses included “the dryer is locked until 10” and “the manager is coming” which the next morning became “he must have forgot” or “they’re about to get out of the dryer.” Pretty sure that the towels we did end up getting came from unused rooms they had to raid.

We were not alone in our frustration for the lack of towels as I witnessed many other guests also asking for towels and frustrated by the lack of availability. The pool was full, but the pump is not working and is dirty (there were a few cigarette butts in the water). The hot tub jets do not work. And, again, there are no towels.

There was also the frequent smell of marijuana on the our floor: the elevator intermittently, the hallway, and in the stairwell. This is not the hotel’s doing, but there seemed to be some seedy activity with a lot of foot traffic in and out off the street and the side door.

Several outlets in the room did not work. They turn the lights off in the common areas off the lobby after breakfast which is sad because they are quite nice (though the trash cans in said common areas were overflowing).

Breakfast is mediocre and the waffle machine is broken. The citrus-infused water in the lobby for guests has fruit that must have been days old because the water was rancid. The QR code on a white board requesting feedback takes you to a link to book a room, not provide feedback. The printer in the office area was out of ink.

Overall, the facility is very nice but it is poorly managed and is basically run by a single person at the front desk which, unfortunately, creates an environment ripe for illegal activity. I would not recommend staying here based on...