Residence Inn by Marriott Houston Katy Mills

"We loved Residence Inn by Marriot Katy Mills! Then they ruined it. “Loved”, past tense. Short version: The moral of this review is, if you have long hair, make sure you invite management and housekeeping into your room several times during your stay. That way, they can verify for themselves that you aren’t secretly harboring pets. If you don’t, they’ll strongly verbally imply that you’re a liar, and charge you $113 for shedding. Because they do, in fact, think you’re a liar. Long version: My parents are elderly and hearing impaired. The two room suite with handicap shower was perfect for us when visiting family in Katy. The kitchen was an excellent bonus, allowing us to prep food to take to family gatherings. It was so nice to find somewhere that really worked and was comfortable! Then they ruined it. On our third stay, Residence Inn by Marriot Katy Mills decided to charge us a $113 pet fee mere minutes after we checked out. For a pet that we did not have. It would have been nice if they had mentioned it to me when I came back after check out; I returned a serving ladle that we had forgotten at my aunt’s house. After manager Kashif Iqbal ignored my email request for the photographs that he said housekeeping took as “proof” of a pet, I spent over a week playing phone tag with assistant manager Carmen Gito. Carmen, who said she would check into it and get back to me. Carmen, who said that she thought maybe housekeeping said there was “a lot of hair” and “dirty towels”, so there must have been a pet there. Still waiting to hear back from you, Carmen! I’d like to know how you keep from losing hair or getting towels dirty. And, of course, I’d like my $113 refund for the pet that was not with us during our stay at Residence Inn by Marriot Katy Mills. As I said, the photos that manager Kashif said housekeeping took were never provided. There are obvious cameras in the hallways of the hotel, and, I think, in the parking lot. I suggested they check those for evidence of the alleged pet when we went in and out of the hotel. Or if, perhaps, there were videos or stills of my husband. My husband who has long, curly, very thick hair. My husband, who sheds constantly, as most people do. Are we charging people fees for their natural hair shedding now? Because that’s ridiculous. It’s also ridiculous that the manager of this hotel ignored me and passed me off to the clearly overworked assistant manager, and that I have received neither a follow up nor a refund. Yes, we do have pets. All of them are short haired pets that do not, and likely will never, travel with us. We have video evidence that they were all at home with my brother during this stay at Residence Inn by Marriot Katy Mills; hurray for Wyze cameras and time stamps. I like to look in on our cats when we’re away. I’ve included a photo of my husband and his abundant hair. I really want to know what kind of pet has hair like that. I have long, dark hair, too. My Dad is bald. Mom also has thick, curly hair, but surely housekeeping knows the difference between silver/white human hair and animal fur? Or not, since they think whatever human hair was in our room was animal fur. Very rude, now that I’m thinking about it, Residence Inn by Marriot Katy Mills! Maybe I should sweep before we check out of hotels. Maybe I should have kept the ladle. Maybe I should take a Wyze camera with us when we travel, to prove that the only hairy shedding things are us humans. Maybe I’ll go back to taking photos when I check out of hotels. Anyhow, my credit card company says they’ll be happy to pursue the fraudulent charge for me. Then I can buy a better ladle, and we can stay at Hiltons!"

"Poor customer service- even as an “Ambassador” member (like it means anything to places that aren’t resorts). Tried to call three times; never even got to a voicemail; then tried chat and after the wait they were just short and rude. Canceled the reservations for two nights and two rooms (just in time) and went elsewhere. If this continues at multiple Marriot brands, considering just taking my money to a different brand altogether - why is good customer service so hard to find these days?"

"Room and cleanliness was fine, only slightly dated. Primary complaint is from poor customer service in dealing with a billing issue. Multiple attempts to contact mgmt yielded no response until I contacted Marriott Elite services. I was charged an extra night stay for departing after 6 days instead of 10, even after giving notice on day 4; may have been in the fine print but generally poor policy. I’d be cautious in dealing with this hotel, especially for any extended stay or business purposes, mgmt felt much more like an adversary than a partner."

"I always try to pick out positives in my reviews and not be harsh but it's kinda difficult with this one. Negatives - Elevator was broken 2 days out of my 4day stay. The room had a stuffy unpleasant smell, tried a second and it was the same. Had to spruce up with my perfumes. Toilet wasn't flushing properly. Old furniture Positives - Breakfast was decent. Spacious room. Hotel Proximity to other amenities"

"Friendly welcome from staff upon arrival. Room was clean. Lobby was decorated for Halloween in October."