SpringHill Suites Houston Katy Mills3.0 out of 5.0
Recent guest reviews
I am a Platinum member with Marriott. When i couldn't make my reservation at Springhill Suites in Katy Mills(I stayed at another Marriott property), i called the 800 line and received a cancellation confirmation email. The charge showed up on my cc statement and when i called the FIRST time, i was told a credit was coming. A week later, no credit so i called Marriott back and was told that Cassandra the Manager at Springhill Suites rejected my cancellation. Marriott confirmed my cancellation and a local manager has the rights to decline the cancellation. BUYER BEWARE. Why did i call Marriott in the first place? NO TRUST
I have never been treated so poorly at a hotel by staff. When I explained to her that I would be escalating the issue her comment was "I look forward to it". We where a victim of Hurricane Harvey. We took out all our items at 8 in the morning each day out of the room as we never knew what our days would entail or when we could find a home... The last day unfolded like this ....we had a group of volunteers come and help us and we found out we found a home . We called at 4:00 and apologized for not calling sooner but with the unexpected volunteers showing up and finding we had a place time slipped by. I asked her if there was anything she could to to help with that nights cost, as well as letting her know all our items where out of the room and maybe someone else that is still homeless would be able to take the room....everyone working together to help each other. She was very cold and said no it was after 4 and that was the end of the story.... We have received so much support from other places during this time and the one place that we have given thousands of dollars to over the years would not reach out to help. Many other institutions ie. Home Depot staff approached us in an isle and offer us 10% off all our items out of compassion. I STRONGLY RECOMMEND THAT YOU DO NOT SUPPORT THIS UNCARING LOCATION.
This place is filthy. There are way too many other options in Katy that have to be far better. If you're a Marriott member go to the Courtyard right down the street because you will be very disappointed with this place. From trash in the parking lot and cigarette butts all over to roaches by the ice machines and stained carpets to air filter grates covered with dust. Stains on the walls, dust everywhere, stained and used notepad from previous occupant. I could go on and on. The roach sat on the floor by the ice machine the entire time we were there. Not once removed. How housekeeping never saw it was beyond me. I saw a couple moving their room as we checked in due to filth and should've gone elsewhere at that point. Stupid me who didn't want the hassle of getting the cancellation fees waived. I had to request the tv be fixed as well as a copy of my receipt because it wasn't under the door at check out. Both times I tried using the room phone and the static was so intense I had to hold it away from my ear. See pics below for proof. The owner should be ashamed of himself.
Three rooms switches in less than six hours. The first room had soiled linens with holes burnt in them. I requested to be moved. I was placed in another room which was bug infested. Bugs in between the linens, bugs on coming out of the air conditioner when turned on, bugs on the nightstand. Needless to say not the room to rest at ease so I requested to be moved, showed the management the bugs all over. Third time really is a charm. They put in a room with a single bed when the original accomodation was two queens. They said this was all they had by this point. Third room was on the first floor, suite immediately next to pool exit. Was fed up and finally left, had to get another Uber and other accomodations after playing hotel hop.Unacceptable.
Stayed on the night of July 24th with checkout on the 25th. Front desk service was horrible. Was not greeted upon arrival, as apparently there were some technical issues that night within their computer system. While front desk was looking for the room, the manager (Cassandra Liendo) mentioned room 209 was vacant, to which the front desk person in TRAINING said that she thought the room was occupied. Did not pay much attention to this, but went along with it, as the MANAGER said that the room reservation was fine. Upon arriving to the room, an embarrassment... The room was occupied and had to apologize profusely for the entry authorized by front desk. Went back to front desk to mention this mishap and once we made it to front desk, we only received a half apology, as the technical issues took precedent over customer service. After the quick apology with some mentions of dirty rooms, which we had to make sure to say NO DIRTY ROOMS PLEASE, because we thought they were going to put us in one! At this point, there was no telling whether what kind of room we were going to get. Next go around, we made sure to ask someone from front desk to come with us to enter the room and LUCKILY we got a decent room. Typically, this kind of situation would cause us to go to next best hotel next door, but we were too tired to jump around. We made sure to put the top lock on the door, in case front desk decided to send someone else to the room by mistake of the manager... The front desk service left us so sour of our experience that we found breakfast to be average at best... Upon checkout, we mentioned the bad experience we had because of what happened the other night and was only given a 10% discount and an apology. Frankly, we thought we should have been given a free night due to the horrible experience we experienced. This is a shame the Marriott would allow this kind of service at their hotels. I have traveled to many other Marriott properties around the world and never had this kind of experience in their other properties. This was our first time and last time staying at this property and the manager (Cassandra Liendo) could use some retraining in the area of customer service, when there are technical issues present at the hotel... Book this property at your own risk!
The staff are very friendly and attentive and the property was very clean and up to date, The rooms are spacious and very nice. I normally have a back ache after a nights sleep in a hotel bed but not with this bed. It was the most comfortable hotel bed I ever slept in. Free breakfast was also a nice bonus! Will definitely stay here again!
The only reason I didn't give more stars are for 2 reasons GFI plug in bathroom had been painted and the plug no longer worked. Tried the test & reset buttons but wouldn't work. As everyone knows, funding another plug that isn't behind the bed or tv is difficult. Plus no mirror 2nd reason, lobby smelled of smoke. Smoking area was by front door instead of 25' or more thus smoke came into the lobby. We are not smokers and have never been smokers so our sensitivity to smoke is heighten. The room was clean, the small living area was just right with a large sofa bed & work desk. TV was located so you could watch tv in the bedroom or living area. Small refrigerator and sink area with microwave
Myself and my wife stayed at Springhill for 1 night and I had the best night sleep ever. The air conditioner in our house stopped working and the house became uncomfortable so we decided to look for a hotel around. Springhill popped up and we checked in that same day. We want to do Springhill again anytime soon. Very quiet, clean and refreshing environment. Free wifi, breakfast and we even had complimentary bottles of water.
In town for one night stay. Room was clean & comfortable. Good bed & pillows. Check in was quick & easy. Staff was nice. Free breakfast & evening snacks. Non-smoking property. Good location close to Katy Mills Mall, other hotels, Denny's & Wal-Mart for any forgotten items Only complaint was room #115 located next to elevator. I would stay here again.
We checked in Sat to visit with family in town. Awesome desk clerks, very clean and quiet rooms. Plenty nice clean towels. Breakfast was good and the area spotless! We will definitely stay there again!
Reviews from Trip Advisor
58% of guests recommend this hotelTotal of 106 reviews