Extended Stay America - Houston - Galleria Westheimer

Business response:

Thank you for being our guest. Our number one priority is to make sure you have a comfortable stay, so we sincerely apologize for the cleanliness and service issues you experienced during your stay. Your comments will be shared with the appropriate teams to improve our accommodations and services moving forward. Please give us another chance so we can make it up to you. Sincerely, Hotel Management 

Business response:

Jose, thank you for your review of your stay. We apologize for the cleanliness issues you encountered. We will share your feedback with our housekeeping team for review and action. We are also sorry for the poor service you experienced. Your feedback is important to us, and we will use it to improve our services going forward. We will also share your valuable comments regarding the updates with our Brand Leaders so that they can take the necessary steps to make our future guests experience a better one. We hope you will cons... read more

Business response:

Thank you for leaving us a feedback. We regret knowing how uncomfortable you felt in your room, and we would like to inform you that your concern has been relayed with the team to look into this matter. Please consider giving us another opportunity to replace this experience with a much more positive memory. Sincerely, Hotel Management 

Business response:

We apologize for your disappointment with our location and your room. We have made a note of your comment and shared it with our housekeeping team to ensure we are more diligent in our efforts to maintain the cleanliness of our rooms. Thank you for being our guest, and we hope to see you again so we can provide you with the exceptional stay you deserve. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. On behalf of our entire housekeeping team, we would like to offer our sincerest apologies for the issues you had with your room during your visit. Corrective action has already been taken in the appropriate department to ensure that this doesn't happen again. Also, our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent any future issues. We hope that you will choose us again so that we can provide you with a more satisfactory stay... read more

Business response:

Thank you for being our guest. We are disheartened to read your review. Please accept our sincere apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. We assure you that what you experienced is not acceptable, and we will take immediate action to identify why we failed so we can prevent these issues from occurring again. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the fut... read more