Extended Stay America - Houston - I-10 West - CityCentre

Business response:

Angela, we appreciate your gracious rating about your stay at Extended Stay America. It means a lot for us to learn that we were on par with your expectations. Thank you for being our guest, and we look forward to your future visit. Sincerely, Hotel Management 

Business response:

Please accept our sincere apologies for the unfortunate incident and regret that our associates weren’t at their best. This is not the way we would like our guests to leave with, and we are reviewing this incident to ensure we deliver better service and treat every guest with the warmth they deserve. Please consider a return visit so that we can provide you with a better stay on a future date. Sincerely, Hotel Management 

Business response:

Dear Ciara, thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We hope to have the opportunity to provide you with a better stay in the future. Sincerely, Hotel Management 

Business response:

Isaac, 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 being our guest. We are sorry for the cleanliness issues you experienced and for the unpleasant stay you had. We have asked our housekeeping team to be more diligent going forward. Please accept our apologies, and we hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management 

Business response:

Amanda, thank you for reviewing your stay. We are sorry for the odor issue you encountered and apologize for the discomfort you had with our mattress. We wish we would have known about these problems as we would have done our best to ensure you are comfortable. Once more, we do apologize and hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Linton, please accept our sincerest apologies for the service issue you encountered and truly regret as you were unaware of our hotel policies. Please know, to respect the privacy of our guests staying for long periods of time, our housekeeping service is conducted on a weekly basis, although we are always happy to provide you this service at your request for a minimal fee. Also, to ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk, and our team gladly... read more

Business response:

Larissa, we 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 hope you will consider giving us a second chance in the future so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Thank you for reviewing your stay. We are sorry our associates were not able to help you with your request and that you left us feeling unsatisfied. Regarding your concern about the receipt we would like to mention that while making the reservation through the third party website, a guest usually gets the receipt at the same point of time. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management