Extended Stay America - Houston - Med. Ctr. - Greenway Plaza

Business response:

Dear Guest,We apologize for not meeting your expectations and understand your frustration. Concerns about odors and the overall condition of the room will be addressed with our team to ensure a better experience for future guests. We appreciate you taking the time to share your feedback and for giving us the opportunity to host you. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again.Sincerely,Hotel Management 

Business response:

Dear Guest,We appreciate you taking the time to share your experience. We’re glad your stay met the basics, though it may not have stood out. We're always working to improve the overall experience for our guests, from comfort and cleanliness to service and amenities. Ensuring the comfort and satisfaction of our guests is our unwavering commitment. We would welcome the chance to demonstrate our dedication to exceptional experiences on your next visit to the area.Sincerely,Hotel Management 

Business response:

Dear Guest,We’re very sorry your arrival experience was so disappointing. Walking into a space that hasn’t been properly prepared is never what we want for our guests. The condition you described is far from our standards, and we regret the impression it left. We will ensure our team addresses your concerns to prevent them from happening again. Thank you for bringing it to our attention. 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:

Dear Adriana,We're very sorry to learn of your experience. A situation like this is taken seriously, and your comments will be shared with our appropriate team for further attention. We understand how distressing this must have been and regret that your stay did not reflect the standards we work to maintain. Thank you for giving us the opportunity to address this. We hope you will give us a chance to provide you with the hospitality you deserve on a future visit. Thank you again for your feedback.Sincerely,Hotel Management 

Business response:

Dear Guest,We appreciate you recognizing the upkeep of the exterior, but we regret that the interior did not meet expectations. A fresh and well-maintained environment is important, and we apologize for any unpleasant atmosphere and cleanliness concerns you encountered. Your feedback is valuable, and we will address these matters with our team to improve the experience for future guests. 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:

Dear Stephen,We appreciate your kind words about our staff and are glad they made a positive impression. However, we’re sorry that the overall condition of the hotel and the unpleasant atmosphere impacted your stay. A fresh and well-maintained environment is important for guest comfort, and we recognize that improvements are needed. Your feedback is valuable, and we will address these concerns to enhance the experience for future guests. Thank you for sharing your thoughts. We hope to have another opportunity to welcome you ... read more

Business response:

Dear Jamison,We sincerely apologize for the distress caused by your experience. The comfort and well-being of our guests are important to us, and we understand the seriousness of this situation. Our team is taking immediate steps to inspect the room thoroughly and ensure proper treatment is conducted to address this matter. Please know that we are committed to maintaining a clean and comfortable environment for everyone. Thank you for bringing this to our attention. We would like the opportunity to serve you better in the fu... read more

Business response:

Dear Taylor,We sincerely apologize for the experience you described. The comfort and well-being of our guests are important to us, and we regret the inconvenience and discomfort you experienced. We take reports of pests very seriously and have strict protocols in place to address such issues. Your feedback is valuable, and we will share it with our team to ensure we take the necessary steps to maintain a clean and safe environment. Thank you for bringing this to our attention. We hope to have another opportunity to welcome y... read more