Residence Inn by Marriott Houston Katy Mills

Our family stay, booked for December 4-8, 2025, fell apart because of fleas and the hotel’s failure to handle the situation. We couldn’t continue staying there, and our family weekend turned into stress, sleeplessness, and unexpected last-minute lodging costs. I’m writing because I’m deeply disappointed and want other families to know what happened. On the night of December 5th, after working past 11 PM, my husband and I returned expecting to rest and found fleas in the bed. We were both bitten several times, and his bites caused significant swelling. Our one-year-old daughter was with us, and we panicked about keeping her safe. There was only one front desk agent on duty at that late hour. She was polite but had no solution, so we had to gather our sleeping baby and belongings and search for another hotel in the middle of the night. After we formally reported it, management never followed up or apologized. This was far beyond a minor inconvenience. We documented everything. The conditions were uninhabitable and unhygienic, and the experience broke our trust in the hotel’s safety. I urge management to address this serious hygiene problem, and families with young children should be cautious.

At 11:55 am, five minutes before checkout at noon, they were knocking on my door and saying they were completely booked. We’re members, and this was the worst hotel experience I’ve ever had. My wife, three daughters, and I had a two-bedroom suite, but the TV and internet didn’t work. They moved us to another suite where the AC was broken, then we had to move back to the first room at 1 am. They also charged me a 100$ pet fee without telling me. They claimed I hadn’t checked in with my dog, which is a lie. Please, I beg you, don’t stay here.

I came from far away and needed to get to work, so I’d called ahead to ask if I could leave my luggage before check-in. They told me I could. But when I arrived, the general manager refused to keep it at the desk until check-in. I explained that I’d called earlier, and the answer was that the employee had made a mistake and there was nothing they could do. I’d expect that from a front desk employee, but not a general manager, or Marriott, where I usually book.

There was lots of room for work and studying, and plenty of shops and restaurants nearby. We stayed almost two weeks while my daughter was at a horse show and I had business meetings in the area. It was a perfect setup for us.