Hilton Garden Inn Houston West Katy 2409 Texmati Drive, Katy, TX 77494

"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 hotel setting."

"Room was clean and in general hotel looked clean and well maintained. People were kind and helpful. For me it was not breakfast included, but I think you can add that to your reservation if you prefer. Hotel is located near the highway and just a few minutes away from the mall, so you have a lot of options to eat around. It has enough parking spaces."

"Our car needed emergency services while we were on a trip. This was a last-minute stay. The clerk who checked us in was very nice. I was surprised to find that Garden Inn did not have the same amenities and specials I have enjoyed at Hilton Inn and Suites."

"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 October 7-9."

"I’ll never forget my wedding night because Hilton absolutely screwed it up in every way possible. I arrived to check in before our rehearsal dinner and my reservation dates were wrong even though my confirmation was right so I had no room which meant my wife the bride could not get ready for rehearsal. They treated several if not all of our guests in the wedding block horribly, including refusing to let my wife’s little sister into the building after she left her room key in her room on accident. Staff was rude to my wife, told her to “tranquila” and called her names when my wife was well within her right to be upset and had only given the employee a “look” for showing up to our room before checkout time. My wife has been in communications with Hilton for nearly two years while planning our wedding and there was absolutely no excuse for how they treated us."