Extended Stay America - Houston - IAH Airport

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 

Business response:

We are very disappointed that we failed to deliver the exceptional stay you deserved. We never want to disappoint our guests in any way, and we would like to extend our sincere apologies for your experience. We hope you will return so we can make it up to you. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We are sorry for the unclean toaster you received and for service issues you experienced while you were here. Your concerns will be shared with our team in an effort to improve our service delivery. We hope you will reconsider a return visit as we would love the opportunity to make it up to you. Sincerely, Hotel Management 

Business response:

Thank you for your review. We are sorry for the disappointment you had with our housekeeping service. We also apologize for the inconvenience you had with the refrigerator and that it was not resolved to your satisfaction. We will share your feedback with the appropriate teams for review and action. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel. Sincerely, Hotel Management 

Business response:

Candace, thank you for taking the time to review your experience and letting us know how we can improve. We are sorry for the disappointing stay and for the smoke and cleanliness issues you experienced. Our housekeeping team is doing a full inspection of all our suites as a precaution, and we have relayed your comments with the team. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel. Sincerely, Hotel Management 

Business response:

Thank you for your review. Please accept our sincere apologies for the cleanliness issues in your suite. Your comments have been shared with our housekeeping team to ensure your experience is not repeated. Please know, our housekeeping service is provided once a week for guests staying eight or more nights. For those who are staying for shorter periods of time, services are available for a minimal fee, and linen exchange is available at the front desk at any time and complimentary. Also, we are sorry for the noise issue you ... read more