Extended Stay America - Houston - Galleria Westheimer

Business response:

Thank you so much for your review. We were so sorry to read your comments regarding our associates' lack of response to your requests. We take great pride in providing the hospitality one expects from our brand and realize that your experience is totally unacceptable. We have shared your comments with our department heads so that they can take the appropriate steps so that this does not happen again. We appreciate your feedback and hope that you will give us a chance to redeem ourselves on your next visit. Sincerely, Hotel ... read more

Business response:

Thank you for sharing feedback about your stay. We know that a fresh, clean hotel sets the tone for a wonderful stay, and we regret this was not your experience. Our hotel is committed to ensuring cleanliness for all of our guests, and we are concerned that this did not occur. Your feedback has been shared with the housekeeping team to be more attentive in their work. We hope you both will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to post your feedback. It is disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. We hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management 

Business response:

Thank you for evaluating your stay with us. We apologize for not meeting your expectations and that you were inconvenienced due to our hotel policy. Please know our housekeeping is done on a weekly basis to respect the privacy of our guests and offer minimal intrusion, but we are always happy to provide fresh linens and whatever you need during your stay. We’re sorry if this was not explained at the time of your arrival. We hope to have a future opportunity to restore your confidence in our hotel. Sincerely, Hotel Managemen... read more

Business response:

Thanks for choosing us for your visit. We are truly sorry for the experience you had with our front desk. We strive to provide excellent service from each member of our team, and we are grateful for feedback that helps us improve our services. We have shared your concerns with the appropriate individuals to ensure this does not happen again. In regard to the charges, please feel free to reach out to our hotel as they will be happy to provide you with a detailed explanation. We appreciate your patience and hope you will consi... read more

Business response:

Mirna, thanks for choosing us. We offer our sincere apologies for the cleanliness issue and poor service you received from our associates. We consider your feedback very important, and thus it has been shared with the appropriate individuals of our organization in an effort to improve our future guest experience going ahead. 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 future. Sincerely, Hotel Management 

Business response:

Please accept our sincere apologies for not living up to your expectations. Cleanliness is a top priority for all of our employees, and we do not take these issues lightly. We will address this matter with our housekeeping team in order to ensure changes are made immediately to solve these problems. We truly hope you will consider giving us another opportunity to serve you better in the future. Sincerely, Hotel Management 

Business response:

Dawna, please accept our sincere apologies for the issues you experienced in your rooms. We are meeting with the housekeeping and maintenance teams to discuss this situation and reiterate the importance of impeccable customer service and attention to detail. Please give us another opportunity to provide you with a better experience on your next stay. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We are disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management