Holiday Inn Hotel & Suites Houston West - Katy Mills by IHG

I’ve been an IHG member for years, mostly staying at their properties, and have held Elite status for a long time. Especially since Covid, I’ve noticed hotels and staff being managed less well day to day. This Holiday Inn in Katy sets a standard for how every guest should be treated. The staff were professional, friendly, and engaging from the moment I entered the lobby. They greeted me by name and thanked me for staying. Check-in was quick, and they upgraded my room because my extra guest ended up not coming. Dinner in the hotel restaurant with my son and his buddy went well. The staff were accommodating, which helped with two 10-year-old boys and their dinner choices. The room was exceptionally clean and quiet, even beside the elevator. The whole hotel was spotless, and every staff member said hello as they passed. I used points, so I can’t judge the price, but the smaller property felt comfortable. There’s a large back deck and a clean, inviting indoor pool, though I didn’t use it. Parking is right outside or near the back entrance, and it felt safe and well lit. There’s plenty of shopping and entertainment within a quarter mile. I appreciate this place and will stay again when I’m in the area. The staff’s professional appearance says a lot about the culture and management.

The room was clean, and the hotel’s right by the mall, which makes for a great location. We stayed with our grandsons just before Christmas, and everyone was helpful and friendly, from the front desk to housekeeping and maintenance. We’ve been here twice before and haven’t been disappointed.

The staff were mostly very good, but on Christmas morning the front desk worker was on her phone. I said Merry Christmas, and she barely looked up to return the greeting before going right back to it. The rest of the team was good. The room’s colors and decor were terrible: dookie-brown carpet with orange and off-white triangles, and the same pattern framed on the walls as artwork. You couldn’t escape it. The shower pressure was weak enough that rinsing shampoo out of your hair was a chore, and the coffee maker was broken. It wasn’t a terrible stay, though it could’ve been better. I probably wouldn’t recommend it, but sadly this hotel was better than most near Katy Mills Mall, and I’ve tried them all.

Alex, the bartender, looked after us both nights. The drinks were great, and we had a good chat. We also loved the burger at the restaurant. Staff were helpful and always around, and the hotel was very clean and mostly quiet. A great stay, and we’ll definitely be back.