Extended Stay America - Houston - Galleria Westheimer

Business response:

Thank you for sharing your feedback. We apologize that your room was not ready upon your arrival and for any frustration and inconvenience this caused. In times of high occupancy, slight delays may occur, although we do everything possible to keep this from happening. We are grateful for your patience and also your constructive feedback. It is our hope that we will have a future opportunity to restore your confidence in us. Sincerely, Hotel Management 

Business response:

Thank you for being a guest at our hotel. We are sorry for what transpired and appreciate you bring this matter to our notice. As your review is anonymous, we would appreciate additional information to properly investigate and follow up. Thus, we humbly request you to reach us at our hotel. We highly appreciate your patience in this situation. Sincerely, Hotel Management 

Business response:

Thank you for being our guest and for appreciating our location. Our focus is on providing our guests with an exceptional experience, so we appreciate all of your comments. We have taken note of the concerns you raised as we are continually striving to ensure a perfect visit for every guest. Thank you again for sharing, and we hope to see you soon. Sincerely, Hotel Management 

Business response:

Thank you for sharing your comments. We are sorry your suite had a smoke smell. Your comments have been shared with the housekeeping team to make sure this room receives a deep clean. We only wish we had the opportunity to resolve this issue while you were here and would have moved you to another room upon request. We hope you will consider giving us a second chance the next time you are in the area. Sincerely, Hotel Management 

Business response:

Miriam, thank you for evaluating our hotel. We let you down in the most basic ways by not providing clean and comfortable accommodations, and we apologize for these mistakes. Please be assured that we take our suites' cleanliness seriously, and we will address the concerns with our team to take corrective actions. We regret the inconvenience caused and hope you will give us another opportunity to serve you in the future. Sincerely, Hotel Management 

Business response:

Thank you for your review. We apologize for the unpleasant smell and cleanliness issue you encountered during your stay. Your feedback has been discussed with our housekeeping team, and we have asked them to be more diligent going forward. We are also sorry you found the mattress uncomfortable. We wish we had the opportunity to resolve this while you were. We truly hope you will give us another chance to prove we are committed to providing outstanding accommodations and service. Sincerely, Hotel Management 

Business response:

Tony, thank you for sharing your rating. We strive to offer quality service to our guests; therefore, we are disappointed if we did not meet your expectations. Please accept our apologies for any frustrations or inconveniences you may have had during your stay. We hope you will return and allow us to show you the hospitality we are known for providing. Sincerely, Hotel Management