Exterior

Reviews of Holiday Inn Hotel & Suites Houston West - Katy Mills, an IHG Hotel

3 out of 5

Reviews

8.6

Excellent

Rating 10 - Excellent. 463 out of 762 reviews" "
Rating 8 - Good. 161 out of 762 reviews" "
Rating 6 - Okay. 50 out of 762 reviews" "
Rating 4 - Poor. 40 out of 762 reviews" "
Rating 2 - Terrible. 48 out of 762 reviews" "

9.2/10

Cleanliness

8.6/10

Staff & service

8.6/10

Amenities

9.2/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

10/10 Excellent

Lavera

Love the room and customer service
Stayed 1 night in May 2024
Response from Manager on 21 May 2024
Hello Lavera,We're delighted to hear you enjoyed your room and our customer service during your stay. Your satisfaction is our priority, and we strive to ensure all our guests have a comfortable experience. Should you have any further feedback or suggestions, we'd love to hear from you.

10/10 Excellent

Stephanie, Houston

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was very welcoming and all amenities were up and running.
Stayed 1 night in May 2024
Response from Manager on 22 May 2024
Hello Stephanie,We are delighted to hear that you found our staff welcoming and enjoyed our amenities during your stay with us. Your positive feedback is greatly appreciated and we hope to welcome you back again in the future.

8/10 Good

Heather

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
*NO FREE BREAKFAST* Despite this hotel’s cleanliness, convenience and friendly staff, I may not have booked here had I known breakfast wasn’t included. The wording “breakfast available” is a little misleading. Breakfast can be purchased. I felt like the location was safe and near dining and shopping which was nice. The hotel was very clean and the beds comfortable. The staff were all very friendly.
Stayed 2 nights in May 2024
Response from Manager on 17 May 2024
Hello Heather,We are glad to hear you appreciated our clean rooms, convenient location, and friendly staff. We understand your feedback about the breakfast options and will consider clarifying the information for future guests. We are pleased you enjoyed the safe location and nearby amenities, as well as our comfortable beds and hospitable team members.

10/10 Excellent

Xin Xin

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Not very quite place, but the hotel is nice!
Stayed 1 night in Apr 2024
Response from Manager on 2 May 2024
Hello Xin Xin,We appreciate your feedback on the hotel, thank you for your review. Our team is always working to provide a pleasant stay for our guests. If there's anything else you'd like to share, please feel free to reach out to our management team.

10/10 Excellent

Shelia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All was good. The Bar closed at 10:00 would have liked it to be open later at least until 11:00.
Stayed 1 night in Apr 2024
Response from Manager on 1 May 2024
Hello Shelia,We appreciate your feedback on the bar hours and will discuss this with the management team for future considerations. Your input helps us improve the guest experience for all our visitors. Thank you for your review.

10/10 Excellent

Frank, Carrollton

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was kind and professional throughout the stay.
Stayed 2 nights in Apr 2024
Response from Manager on 28 Apr 2024
Hello Frank,We appreciate your kind words regarding our staff's professionalism. Thank you for choosing to stay with us.

10/10 Excellent

Javier

Liked: Cleanliness, staff & service, property conditions & facilities
The hotel is nice and clean
Stayed 1 night in Apr 2024
Response from Manager on 28 Apr 2024
Hello Javier,We truly appreciate your positive feedback on the cleanliness of our hotel. It was a pleasure to have you as our guest. Thank you for taking the time to share your experience with us.

10/10 Excellent

Derrick

Stayed 1 night in Apr 2024
Response from Manager on 30 Apr 2024
Hello Derrick,We are delighted to hear that you had a wonderful stay at our hotel! We look forward to welcoming you back soon for another fantastic experience.

10/10 Excellent

Natosha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Manager on 5 Apr 2024
Hello Natosha,We're delighted to hear you had a wonderful stay with us! We look forward to welcoming you back again soon for another great experience.

2/10 Terrible

BIANCA

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Manager on 3 Apr 2024
Hello BIANCA, We're sorry to hear that your stay didn't meet your expectations. Please feel free to contact us directly to share any concerns you may have had during your visit. We value your feedback and would like the opportunity to address any issues you experienced.

10/10 Excellent

Chante

Liked: Cleanliness, property conditions & facilities
The front desk was not very welcoming
Stayed 2 nights in Mar 2024
Response from Manager on 27 Mar 2024
Hello Chante,We regret hearing about your experience at the front desk. Guest satisfaction is a top priority for us, and we will address this matter with our team to ensure all guests feel warmly received upon arrival. Your feedback is valuable in helping us improve our services for future guests.

6/10 Okay

Sara

Disliked: Staff & service
Don’t order room service.
Stayed 2 nights in Mar 2024
Response from Manager on 27 Mar 2024
Hello Sara, We appreciate your feedback and will review this with our team for improvement. Should you have further concerns, please contact our management directly.

10/10 Excellent

Melvin, Bryan

Liked: Cleanliness, staff & service, property conditions & facilities
Very clean rooms and nice area. Dining was great as well.
Stayed 2 nights in Mar 2024
Response from Manager on 22 Mar 2024
Hello Melvin,We are thrilled to hear that you enjoyed our clean rooms, the hotel's surroundings, and your dining experience with us. Your feedback is greatly appreciated, and we look forward to welcoming you back in the future.

10/10 Excellent

Braden

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Parking
Stayed 1 night in Mar 2024
Response from Manager on 22 Mar 2024
Hello Braden,Thank you for sharing your feedback on the parking situation. We appreciate your comments and will share them with our team for further review and improvement. Feel free to reach out to our management team for any further assistance with this matter.

10/10 Excellent

sharri

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location/proximity to the mall, restaurants and attractions for kids.
Stayed 1 night in Mar 2024
Response from Manager on 22 Mar 2024
Hello sharri,We're thrilled to hear you enjoyed our convenient location near the mall, restaurants, and family-friendly attractions. Your feedback is appreciated as we strive to offer a well-situated base for our guests to explore the area further. We hope you'll consider staying with us again for another enjoyable visit.

8/10 Good

joy

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked everything about this property EXCEPT that it said complementary breakfast and there was none.
Stayed 3 nights in Mar 2024
Response from Manager on 18 Mar 2024
Hello joy, We appreciate your feedback and apologize for any confusion regarding the breakfast. For any further inquiries or clarifications, please don't hesitate to reach out to our management directly. We value your input as it helps us improve our guest experience.

4/10 Poor

Stefan

Travelled with partner
Liked: Property conditions & facilities
Disliked: Staff & service
Poor customer service
Stayed 3 nights in Mar 2024
Response from Manager on 14 Mar 2024
Hello Stefan, We apologize for any inconvenience you experienced. Your feedback is valuable and will be shared with our team for further improvement. Thank you for bringing this to our attention.

8/10 Good

Anthony Paul, Denham Springs

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Volleyball week end conveniently located close to the gym and dining/shopping options. Comfortable and spacious room. Free parking. No breakfast buffet.
Stayed 2 nights in Feb 2024
Response from Manager on 5 Mar 2024
Hello Anthony Paul,We appreciate your positive feedback regarding our convenient location and comfortable rooms. We regret any inconvenience caused by the lack of a breakfast buffet but hope you enjoyed the nearby dining options. Should you have any further concerns, please feel free to reach out to our management team.

8/10 Good

Jean

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The hotel was clean and modern. It was not quiet. The place was packed with teenagers who were up around and above us until 4 am. They also allowed the teenagers to take the only two luggage carts they had and keep them for over an hour they which left them with zero. That's a first world problem until the person needing it is coming off a knee replacement and has to go back and forth to the parking lot multiple times. They should have more than two.
Stayed 1 night in Feb 2024
Response from Manager on 3 Mar 2024
Hello Jean,We regret to hear about your experience and apologize for any inconvenience caused. We value all feedback and will take your comments into consideration for improving our services. We recommend reaching out to our management team directly to discuss your stay in more detail. Thank you for bringing this to our attention.

10/10 Excellent

hector gabriel

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice
Stayed 1 night in Feb 2024
Response from Manager on 2 Mar 2024
Hello hector gabriel,Thank you for taking the time to share your feedback with us. We appreciate your kind words and are delighted to hear that you enjoyed your stay with us. If you have any further comments or suggestions, please feel free to reach out to us. We hope to welcome you back again in the future.

10/10 Excellent

moses

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing no issues
Stayed 3 nights in Feb 2024
Response from Manager on 29 Feb 2024
Hello moses,We are delighted to hear that you had a wonderful stay with us. Your satisfaction is our priority, and we hope to welcome you back in the future for another fantastic experience.

10/10 Excellent

Kamron

Liked: Cleanliness, staff & service, property conditions & facilities
Everything
Stayed 1 night in Feb 2024
Response from Manager on 28 Feb 2024
Hello Kamron,We appreciate you taking the time to share your feedback with us. We will pass on your comments to the relevant departments for review and improvement. Thank you for choosing our hotel, and we hope to have the chance to welcome you back in the future.

8/10 Good

Keisha

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 4 nights in Feb 2024
Response from Manager on 23 Feb 2024
Hello Keisha,We are delighted to hear you had a great stay with us! Should you have any suggestions or concerns, please don't hesitate to get in touch with us directly. We hope to welcome you back soon for an even better experience.

8/10 Good

Maria

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Had great parking for my 26-foot moving truck.
Stayed 1 night in Feb 2024
Response from Manager on 20 Feb 2024
Hello Maria,We are delighted to hear that our convenient parking worked well for your 26-foot moving truck. Your feedback is appreciated, and we hope to welcome you back for another pleasant stay soon.

10/10 Excellent

Hitcel

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Really love my stay here!!
Stayed 2 nights in Feb 2024
Response from Manager on 15 Feb 2024
Hello Hitcel,Thank you for choosing our hotel for your recent stay! We appreciate your kind words and are delighted to hear that you enjoyed your time with us. We hope to welcome you back again in the future for another memorable experience.

10/10 Excellent

Marques

Liked: Cleanliness, staff & service
Stayed 3 nights in Feb 2024
Response from Manager on 8 Feb 2024
Hello Marques,Thank you for choosing our hotel for your stay! We are thrilled that you had a great experience with us. We look forward to welcoming you back in the future for another enjoyable stay.

8/10 Good

Maria

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was wonderful checking in everything was nice until we go ready to relax in room around 9 pm just saying rooms were not soundproof 😳
Stayed 2 nights in Jan 2024
Response from Manager on 2 Feb 2024
Hello Maria,Thank you for your feedback. We appreciate your kind words about our staff. We apologize for any inconvenience you experienced with noise in your room. We strive to provide a comfortable environment for all our guests and will take this feedback into consideration for future improvements. If you have any further concerns, please contact our management directly.

10/10 Excellent

Cortney

Business traveller, Travelled with pets, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The man at the front desk that helped us was the absolute best and so accommodating! I wish I had remembered his name. Best service ever.
Stayed 1 night in Jan 2024
Response from Manager on 30 Jan 2024
Hello Cortney,Thank you for your positive feedback on the service provided by our front desk team. We're thrilled to hear that they were accommodating and provided the best service. We appreciate your kind words and hope to welcome you back in the near future for another exceptional experience.

10/10 Excellent

Jose

Stayed 1 night in Jan 2024
Response from Manager on 29 Jan 2024
Hello Jose,Thank you for your positive rating! We're thrilled to know that you had an excellent stay with us. We hope to welcome you back for another wonderful experience soon.

10/10 Excellent

Shbrone

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very Good Stay
Very nice property.looks new and its location is surrounded by places to eat, and the Mall is nearby. The staff was professionally also I highly recommend this property !
Stayed 1 night in Jan 2024
Response from Manager on 23 Jan 2024
Hello Shbrone,Thank you for your positive feedback! We are glad that you enjoyed our newly-renovated property and found our location convenient. Our team strives to provide professional and attentive service. We appreciate your recommendation and hope to welcome you back in the future.

2/10 Terrible

Jacqueline

Stayed 1 night in Jan 2024
Response from Manager on 20 Jan 2024
Hello Jacqueline,We're sorry to hear that your experience with us didn't meet your expectations. We value your feedback and would appreciate if you could please reach out to our hotel directly with any specific details so we can address the issues. We strive to provide excellent service and we apologize for any inconvenience caused.

10/10 Excellent

Deborah

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Huge room, very clean and comfortable. There is not a breakfast buffet. But highly recommend.
Stayed 2 nights in Jan 2024
Response from Manager on 18 Jan 2024
Hello Deborah,Thank you for your positive feedback on our spacious and well-maintained room. We appreciate your recommendation and are glad you found it comfortable. While we don't offer a breakfast buffet, we hope you enjoyed other dining options available. We value your support and look forward to welcoming you back soon.

4/10 Poor

joseph

Travelled with family
Disliked: Staff & service
There are better hotels nearby
Well, I’m sorry to say that the morning service for breakfast was totally wrong. It was advertised as being ready at 7 o’clock. We were there at 7:45 and a coffee was cold and no service in sight and when I went to the front to ask the lady What was going on with the breakfast and she says oh I don’t know they’re in the back somewhere. One person finally came out to take care of the already waiting 15 or so people bringing dishes that looked not too appealing to me. My son had coffee and it was lukewarm at best , we mentioned it to the counter lady and she changed a new pot but by then we had lost all appetite and just left to another place. I think the experience was made worse because the lady at the counter seemed pretty nonchalant and acted bothered that I was asking her questions, even though I was very pleasant with her , it’s not the way to run service in a hotel, especially involving food. My bedsheets were pretty wrinkled and I was unsure whether they’ve been changed at all, so I slept with my socks on never going to another Holiday Inn again.
Stayed 1 night in Jan 2024
Response from Manager on 17 Jan 2024
Hello joseph,Thank you for sharing your recent experience with us. We apologize for any inconvenience you encountered during breakfast and for the lack of prompt service. Your feedback is important to us, and we will address this with our staff to ensure better assistance and timely breakfast service in the future. Regarding the bedsheets, rest assured that our housekeeping team follows strict procedures to provide clean and comfortable accommodations. We appreciate your feedback and hope to have the opportunity to welcome you again in the future for a more enjoyable stay.

10/10 Excellent

Chris

Stayed 1 night in Jan 2024
Response from Manager on 2 Feb 2024
Hello Chris,We're thrilled to hear that you had such a wonderful experience during your stay with us! We strive to provide exceptional service and it's fantastic to know that we succeeded in making your stay memorable. If you have any further comments or suggestions, please don't hesitate to reach out to us. We hope to have the pleasure of welcoming you back in the near future.

10/10 Excellent

Charles, Longwood

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 1 night in Jan 2024
Response from Manager on 27 Jan 2024
Hello Charles,After reading about your experience at our hotel, we truly appreciate your feedback. We strive to provide excellent service and apologize if we fell short during your stay. We encourage you to reach out to our management team with additional details so that we can address your concerns accordingly. Thank you for bringing this to our attention and giving us the opportunity to improve.

10/10 Excellent

Alan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very roomy and clean
Response from Manager on 13 Jan 2024
Hello Alan,Thank you for sharing your feedback about our hotel! We are glad to hear that you found our rooms to be spacious and clean. Your comments are greatly appreciated.

4/10 Poor

Sam

Called ahead to let the hotel know I would be arriving at 3am due to plane delay. While they did hold my room for me, when I got to the hotel at 3am, I had to wait outside for 30 minutes because nobody was at the front desk to unlock the door. Called but no answer either.
Stayed 1 night in Jan 2024
Response from Manager on 10 Jan 2024
Hello Sam, We apologize for any inconvenience caused during your late check-in. Our team usually strives to provide prompt service, however, we understand that the delay you experienced at the front desk was unacceptable. We'll address this issue immediately to ensure it doesn't recur. We appreciate your feedback and hope to have the opportunity to better serve you in the future.

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent stay ... will go again!
The room was comfortable and the staff was super-helpful. Their indoor pool was great and my granddaughters and I spent a lot of time there. My ONLY complaint, and it's a minor one, is that the drain in the tub didn't work so I was unable to take a bath (I'm not real keen on showers), but that's minor and isn't enough to stop me from going there again.
Stayed 2 nights in Jan 2024
Response from Manager on 10 Jan 2024
Dear Guest, Thank you for choosing our hotel for your stay and for your positive comments about our comfortable rooms and helpful staff. We're delighted to hear that you and your granddaughters enjoyed our indoor pool. We apologize for the inconvenience with the tub drain and appreciate your understanding that this is a minor issue. We look forward to welcoming you back in the future for another great stay.

6/10 Okay

aracely

Travelled with family
Liked: Amenities
The staff wasn’t to friendly
Stayed 1 night in Jan 2024
Response from Manager on 9 Jan 2024
Hello aracely,Thank you for sharing your feedback regarding your recent stay. We value all guest experiences and apologize for any deficiencies in service encountered during your visit. We appreciate your input and will make sure to address this with our team to ensure a more welcoming and friendly environment for future guests.

10/10 Excellent

Bristy

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, property was updated, very friendly staff, quiet area but also had a lot of shopping next door to the Katy Mills mall. All around was a very enjoyable pleasant stay. Will definitely be back.
Stayed 3 nights in Dec 2023
Response from Manager on 8 Jan 2024
Hello Bristy,Thank you for taking the time to share your positive experience at our hotel. We're thrilled to hear that you found our property clean and updated, and that our friendly staff made your stay enjoyable. It's great to know that the quiet location and proximity to shopping added to your experience. We look forward to welcoming you back in the future.

10/10 Excellent

Kai

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Manager on 3 Jan 2024
Hello Kai,Thank you for choosing our hotel for your recent stay! We are delighted to see that you had a fantastic experience. We appreciate your kind words and look forward to welcoming you back in the future.

6/10 Okay

ha huyen

Travelled with family
Liked: Amenities, property conditions & facilities
Nice parking lot!
Stayed 2 nights in Dec 2023
Response from Manager on 31 Dec 2023
Hello ha huyen,Thank you for your feedback regarding our parking lot. We appreciate knowing that you found it to be satisfactory during your stay. Your input is valuable to us as we continue to improve the overall guest experience.

2/10 Terrible

Autumn

Stayed 2 nights in Dec 2023
Response from Manager on 31 Dec 2023
Hello Autumn,We're sorry to hear that your experience with us was not up to your expectations. We value your feedback and would appreciate it if you could reach out to us directly with any specific concerns you may have had during your stay. We strive to provide exceptional service and would like the opportunity to make it right for you.

10/10 Excellent

JuCoby

Stayed 7 nights in Dec 2023
Response from Manager on 31 Dec 2023
Hello JuCoby,Thank you for choosing our hotel for your stay. We appreciate your perfect rating and are delighted that you had a wonderful experience with us. Should you have any additional feedback or if there's anything else we can assist you with, please don't hesitate to reach out to us. We look forward to welcoming you back in the future.

8/10 Good

Avis

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was good. The only issue I encountered was the toilet seat being loose. Other than that, I would absolutely stay again👌
Stayed 3 nights in Dec 2023
Response from Manager on 30 Dec 2023
Hello Avis,Thank you for choosing to stay with us and for sharing your feedback. We're glad to hear that overall your experience was positive. We apologize for the inconvenience with the toilet seat and appreciate you bringing it to our attention. We're constantly working to improve our facilities and will address this issue promptly. We hope to welcome you back in the future for an even better stay.

8/10 Good

Ray

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Dec 2023
Response from Manager on 29 Dec 2023
Hello Ray,Thank you for choosing our hotel for your recent stay. We appreciate your high rating and are delighted to hear that you had a positive experience with us. If there is anything we can do to make your future visits even better, please do not hesitate to let us know. We hope to welcome you back soon!

10/10 Excellent

Eric

Stayed 3 nights in Dec 2023
Response from Manager on 29 Dec 2023
Hello Eric,Thank you for choosing our hotel for your stay! We are thrilled to hear that you had a wonderful experience. Your satisfaction is our top priority, and we strive to provide exceptional service to all our guests. We hope to welcome you back in the future for another memorable stay.

10/10 Excellent

Weimin

Stayed 1 night in Dec 2023
Response from Manager on 29 Dec 2023
Hello Weimin,Thank you for choosing our hotel for your stay! We're thrilled to hear that you had a fantastic experience with us. It was a pleasure serving you, and we hope to welcome you back again in the future. Safe travels!

2/10 Terrible

Charles

Stayed 2 nights in Nov 2023
Response from Manager on 23 Dec 2023
Hello Charles, We're sorry to hear that your experience at our hotel didn't meet your expectations. We encourage you to please reach out to us directly so we can address any concerns that you may have had. We value your feedback and would love the opportunity to make it right.

10/10 Excellent

Nora

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Dining, shopping, and events were close to the hotel. We didn’t have to drive very far.
Response from Manager on 6 Feb 2024
Hello Nora,We're glad to hear that our hotel's location was convenient for exploring nearby dining, shopping, and events. Thank you for choosing to stay with us.