"I am writing to formally document a deeply disappointing and unacceptable experience at Aloft Katy Mills on **June 2 at approximately 10:50 PM**.
I booked **two rooms at approximately 5:00 PM** the same day and arrived later that evening expecting a standard and professional check-in process. I have stayed at this property before, which makes this experience even more concerning.
Upon entering the hotel, the front desk representative immediately stated, in a dismissive and unprofessional manner, that the hotel was sold out. When I explained that I had booked two rooms several hours earlier, she repeatedly stated that Marriott had overbooked the property. As a guest with a confirmed reservation, that explanation was unacceptable without proper clarification, accountability, or any attempt to assist.
After I provided my last name, her explanation changed completely. She then stated that we would have to wait because the rooms still needed to be cleaned. This sudden change in explanation created serious concern regarding the accuracy, transparency, and handling of our reservation.
When I questioned the situation further, especially since we had booked **two rooms**, her tone became increasingly rude and dismissive. When my friend asked how long the wait would be, she responded loudly and stated that she did not know. There was no apology, no professionalism, no estimated timeline, and no meaningful attempt to resolve the issue.
At that point, we felt extremel"
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