Extended Stay America - Houston - IAH Airport

Business response:

Valerie, it was disappointing to read your comments concerning your stay at our hotel. Please accept our apologies for the service and cleanliness issues you encountered, as we never mean to disappoint our guests in any way. We can assure you that what you experienced is not acceptable by our standards, and we will be taking the proper action to ensure a more wonderful experience for every guest entering our doors. Thank you again for your candid feedback, as this helps us to improve the experience for future guests. We hope... read more

Business response:

Thank you for your review. We are sorry we were unable to accommodate you in the room of your choice and regret the disappointment it caused. On your next visit, we will try our best to allocate you the suite which best meets your needs. We hope you will give us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Lisa, thank you for your review. We are sorry we were unable to accommodate you this time and regret the inconvenience caused. We are reviewing this situation from our end to ensure a comfortable experience for every future guests’. Meanwhile, for any unresolved financial queries, feel free to reach out to our front desk, as they will be happy to assist you further. We understand the frustration and truly hope you will offer us another opportunity to serve you. Sincerely, Hotel Management 

Business response:

Caroline, thank you for your recent stay with us. We are sorry you were disappointed with our service. We genuinely take pride in our guest service, and the feedback we receive, good or bad, helps us improve our services. We have shared your concerns with our team, and we will address the concerns you outlined. We hope you will give us another opportunity to serve you in the future. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We are sorry we were unable to accommodate you in the room you booked and regret your disappointment with some of our amenities not being available during your stay due to the current circumstances. We understand the frustration and truly hope you will offer us another opportunity to serve you. Sincerely, Hotel Management 

Business response:

Thank you for the review regarding your visit. We are extremely sorry to read about your experience and apologize for the disappointment you had with the condition of our property. We take your concerns seriously and will promptly address them with the appropriate individuals. Once more, we do apologize. We hope you will allow us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for your feedback. We were very disappointed to see that your feedback referenced the description of our hotel as "filthy." Our promise to our guest includes a commitment to providing a clean, fresh environment, and we are very sorry that did not happen when you were here. We are concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Mana... read more

Business response:

We apologize for the situation you described. You are absolutely correct to expect a bug-free environment when staying with us. Although we treat regularly, we have contacted our pest control provider to address the issue as quickly as possible. Thank you for bringing this to our attention. Please consider choosing us again so we can make your next stay pleasant in every respect. Sincerely, Hotel Management