Extended Stay America - Houston - IAH Airport

Business response:

Dear Maliek, We regret that we couldn't give you a better impression from the moment you checked in, and we apologize for any frustration this undoubtedly caused. We wish we could have had the opportunity to address your concerns while you were still here, and we're sorry that these issues compromised your plans with us. Nothing is more important than ensuring our guests have a comfortable and relaxing stay, so we are sorry we could not make this happen for you. We hope you will give us another opportunity so we can leave yo... read more

Business response:

Dear Willie, We are sorry for not meeting your expectations during your visit and understand your concerns about outside insects. Please know that we take measures to discourage their entrance, and our pest control provider services our hotel regularly. However, we will address this with them to ensure they do everything to prevent future issues. We appreciate your patience and regret any frustration you may have experienced.Sincerely,Hotel Management 

Business response:

Dear Tinisha, We regret the inconvenience you encountered in your suite. We want to reassure you that we do everything possible to discourage the entrance of outside insects mentioned, and we follow the most rigorous industry standards regarding our suites' cleanliness and pest control. Still, we will inspect your room professionally and treat it as a precaution. We are sorry that this issue compromised your stay. We will follow up on your concerns to ensure we are well-poised to serve better in the future, and we hope you w... read more

Business response:

Dear Danielle, Thank you for the feedback. We aim to deliver an exceptional experience for our guests that exceeds their expectations. Therefore, we apologize for any frustrations or inconveniences you may have had during your visit. If you wish to discuss your experience in detail, please reach out to our hotel directly. Thank you again for your business, and we hope you will revisit us for the flawless hospitality we strive to provide every guest.Sincerely,Hotel Management 

Business response:

Dear Matthew, Please accept our apologies for your disappointment during your stay. Providing an exceptional experience to every one of our guests is always our top priority; however, we are genuinely sorry to learn that we could not make that happen for you. We understand your frustration regarding the various issues you described and apologize for the inconvenience. We do hope to have the opportunity to regain your trust and welcome you back the next time your travels bring you to Houston.Sincerely,Hotel Management 

Business response:

Dear Dustin, Thank you for sharing your feedback. We want every guest to know how important they are to us and that outstanding hospitality is our goal; therefore, we apologize that this was not your experience. Your comments have been shared with our team to ensure a better experience as we advance. Thanks again for your feedback, and we hope you will stay with us again soon. Sincerely,Hotel Management 

Business response:

Dear Francisco, Thank you for taking the time to review our hotel. We were disappointed to read about the issues you encountered with your room, and we sincerely apologize for not meeting your expectations. We have discussed this appropriately, and steps are being taken to ensure this is not repeated. We hope you will revisit us and allow us to provide you with a more seamless stay.Sincerely,Hotel Management