Extended Stay America - Houston - Galleria Westheimer

Business response:

We sincerely apologize for not meeting your expectations which led to a disappointing stay. While it’s always our attempt to deliver a pleasant visit for every guest, sometimes we fall short. We regret the inconvenience caused, and please consider staying with us again for a much-improved experience the next time your travels bring you this way. Sincerely, Hotel Management 

Business response:

Ricardo, thank you for staying with us. We never want our guests to leave unhappy, and from your rating, it is clear that we let you down. We are very sorry your stay did not live up to your expectations, and we hope you will give us another opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Titoria, thank you for being our guest. We are sorry you did not enjoy your stay, and we apologize for failing to live up to your expectations. We hope you will return so that we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management 

Business response:

Nicy, I am very sorry we failed to deliver the exceptional stay you deserved. Please accept my apologies for your suite not being totally ready for occupancy when you checked into our hotel. We also apologize for any miscommunication regarding our housekeeping policy. Your concerns will be shared with the appropriate team members to take corrective actions. I truly hope this unfortunate situation will not prevent you from staying with us again. Sincerely, Hotel Management 

Business response:

Thank you for your review. We are truly sorry the condition of your room was not up to par and we did not meet your expectations. We appreciate you bringing this to our attention, and we want to let you know we are already working to address the problems you mentioned. Our team conducts routine maintenance throughout the hotel on a regular structured program basis. Your review highlights where we need to refocus our efforts, and I assure you we will. We hope you will consider giving our hotel another chance so we can leave y... read more

Business response:

Thank you for staying with us. We appreciate your feedback, and apologise for any inconvenience, as well as for any frustration this may have caused you. We hope you will give us another opportunity to serve on your next visit. Sincerely, General Manager 

Business response:

I am terribly sorry about the issues your workers encountered with the reservation, and even more so that we did not appropriately correct the situation. Your comments have been discussed with the front desk team, and we are reviewing our procedures so this does not happen again. We would love to welcome the opportunity to restore your confidence in our hotel on your next stay. Sincerely, General Manager 

Business response:

Lillian, please accept our sincere apology for not having your suite available when you arrived at our hotel. We certainly understand your frustration and regret the inconvenience this caused you. We occasionally have guests who stay over without prior notification, and this is what happened on the day of your arrival. While we made every effort to correct the matter prior to your arrival, we were unsuccessful and we apologize. We hope you will consider us again. Sincerely, General Manager 

Business response:

The staff interaction you mention in your review concerns us very much. We pride ourselves on providing excellent hospitality to each of our guests, and we are sorry this was not your experience. Rest assured we will follow up on your concerns to ensure we are well poised to serve you better during your next stay. Once again, we regret the inconvenience caused and hope you will consider giving us another chance so that we can make it up to you. Sincerely, General Manager