Embassy Suites by Hilton Houston West - Katy

The room and breakfast was great!

I was profoundly disappointed and disgusted with the level of customer service my husband and I received during our recent stay at this location. Our experience was far below the standards we have come to expect from Hilton. On our recent stay, we were unable to get a quality night’s sleep due to the presence of a baseball team on our floor (Floor 15). The noise was incessant and made it impossible for us to rest. When I brought this issue to the attention of the manager, Stephanie Vesaquez, the next day, I was met with a shocking lack of empathy. Instead of offering an apology or a solution, she blamed me for booking during a time when, according to her, "we always have several teams staying with us during the summer," as though I should have been aware of this. As we were checking out, I mentioned that we would need some service recovery points. Instead of addressing my concerns professionally, Stephanie seemed surprised that I knew about service recovery points and questioned whether I worked for Hilton. When I explained that I did not but had been a Hilton Honors member since 2012, she then berated me for being a Silver member, rudely asking why I wasn't a Gold member then. This line of questioning was completely inappropriate and none of her business. There is absolutely no issue with being a Silver member, and her condescending manner was appalling. This encounter was particularly disheartening as I chose this location to celebrate my husband’s birthday, expecting the high standards of excellence that Hilton is known for. Instead, Stephanie’s lack of professionalism and empathy turned an already unpleasant situation into a deeply negative experience. As a manager, she should possess strong conflict resolution skills and a customer-focused attitude, both of which were glaringly absent. If you are considering staying at this hotel during the summer, be aware that, as Stephanie mentioned, they often host teams, which means your peace and sleep may be compromised. If you value rest and a peaceful environment, I recommend looking elsewhere. Embassy Suites in Spring, for instance, has excellent reviews and might offer the kind of experience one would expect from a Hilton property. I read a review where someone said staff constantly TEXTED HER to make sure she was enjoying her stay...WHAT???? This is definitely not standard service as not everyone gets this treatment, I PUT MY LIFE ON IT. I did not and would not imagine if you booked you would either. Given this experience, I will not be returning to Embassy Suites - Katy location and will advise others to avoid it as well. I hope this feedback will lead to improvements in customer service training, particularly in empathy and conflict resolution, to prevent such disappointing experiences in the future.

This is a brand new hotel, and I found that things were not well constructed. Underneath my sink a board had fallen off and just laid under the sink. Upon exiting the elevator. There was an exit sign hanging from the ceiling. For the amount of money that I paid for the room, I feel like there would’ve been a decent clientele staying there. The people that were staying there would literally trash the lobby and outside of the building. Seemed a little odd to me. There were plates and napkins all over the sidewalk out front. Every morning there were stepped on free loops that littered the lobby and elevators. They did have a group of students though, so I imagine this contributed to the mess. The iron didn’t work properly. Other than that the accommodations were fine I guess. I was just taken aback by the price paid for the hotel compared to what I expected. I could’ve stayed downtown in a really nice place for less money.

Irma at the bar/restaurant in the lobby was wonderful! Great service!! She was attentive and quick, despite a very busy bar. Our entire baseball team/families were staying here, and we were all impressed with the hospitality here. We will definitely stay here again next time in town.

I had check in for 2 days and I have to admit that this hotel it’s super amazing very huge parking lot and very beautiful entrance are room was super clean and spacious and the front desk are very friendly and welcoming & very attentive specially ulvy & Jennifer& the other young lady’s I will definitely come back no doubt. 👍🏻

This was a good 2-day stay for us as our family celebrated our Aunt's 90th birthday. The small, but significant complaint that we have is with our room. The shower was overlooked with some hair (obviously not ours, we found it before entering the shower!), and a hand towel and bath towel were stained with makeup or "Who really knows" - it was light brown in color! It made us question the quality check in the sanitation of the towels and bathroom inspection. There is no small makeup mirror or a bathroom towel to step on post showering. We appreciate the clean bed (thank goodness), the welcome TV screen, the clean building and areas in general. Lastly, when ordering room service, no one ever answered so that we could take advantage of it (we arrived for late check-in), and the online menu doesn't match the menu provided during meals. Great Happy Hour each evening, good food, staff was polite. We'd go again for another opportunity to experience a better personal experience. I am a Hilton Rewards Member.

This is our 2nd time staying at the Embassy. The front desk staff is very friendly! My kids enjoyed the indoor pool. The breakfast is plentiful and great options. Our room was clean and spacious enough for a family of four. We will definitely book again!

Nice property and staff.