Extended Stay America - Houston - Galleria Westheimer

Business response:

Maria, we're sorry we missed meeting your expectations. I will share your feedback with the maintenance team to ensure its review & action. We hope you will consider staying with us again so that we can make it up to you. Sincerely, General Manager 

Business response:

Mathew, we sincerely apologize for the service and cleanliness issues you encountered during your visit. We have room inspection processes in place, and we are working with our Housekeeping team to see where we dropped the ball. We are reviewing the situation as a training tool to improve our procedures and to ensure this does not happen again. We hope to have the opportunity to welcome you back in the future so we can provide a better experience. Sincerely, General Manager 

Business response:

Michael, on behalf of our entire team, I would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We truly regret the inconvenience caused, and please give us another chance to make it up to you on your next visit to our area. Sincerely, General Manager 

Business response:

Our team strives to ensure an excellent experience for each guest, and we are very sorry for disappointing you. We sincerely apologize that your room was not cleaned to the level it should have been. Please be assured your concerns have been communicated to our housekeeping team to take corrective actions immediately. We would like to inform you that to ensure cleanliness of kitchenware upon check-in and as per our brand standards, these items are available at the front desk rather than leaving them in the room, and our team... read more

Business response:

On behalf of our entire team, I would like to offer my sincere apologies for not living up to your expectations or ours. Although we make every effort to be perfect, sometimes we fall short. I hope you will consider giving us a second chance in the future, so we can provide you with the better hospitality you should always expect from us. Sincerely, General Manager 

Business response:

I am sorry to read you were not happy with your stay with us. Your feedback is valuable to us and will be used as a tool to make improvements to our amenities and service. That being said, we apologize for all the inconvenience you had while here. We hope you will consider giving us another chance to better meet your expectations. Sincerely, General Manager 

Business response:

Thank you for your candid evaluation. Although you liked our associates, we are sorry we failed to provide you a clean room you expected when you selected our hotel. What you encountered should not have happened as we have regular treatments from a professional service to ward off the type of unwanted visitors you mentioned. Thanks for bringing this to our attention. We have scheduled additional treatments so our goal of providing comfortable rooms can be achieved. We are confident you will have a better experience the next ... read more

Business response:

Thank you for the constructive comments. The issues you have encountered with our staff and service is very concerning to read. This is certainly not the type of service our hotel is known for, and I extend my sincerest apologies. Be assured I am personally following up on this to ensure we are well poised to serve you better during your next stay. We hope you will give us an opportunity to make this up to you on a future stay. Sincerely, General Manager