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

Business response:

Dear Jose, We sincerely apologize that your visit did not meet expectations and that you encountered multiple issues during your time with us. Please accept our apologies, 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 your feedback has been shared with the appropriate teams to address these concerns and ensure greater attention to cleanliness, presentation, and guest service. We regret that your experience was far from what you antici... read more

Business response:

Dear Eliane, We are very sorry to hear that your visit did not meet your expectations and that you were dissatisfied with the condition of our property. The condition and upkeep of our hotel are essential to the experience we aim to provide, and your comments will be reviewed with our housekeeping teams to ensure greater attention to overall cleanliness and presentation. We hope you’ll consider giving us another opportunity to deliver the comfortable and pleasant stay you rightfully expected. Sincerely, Hotel Management 

Business response:

Dear ROSE, We are truly sorry to hear that the condition of your room fell short of your expectations, particularly regarding the carpet, and that it impacted your visit so significantly. This is not the impression we want for any guest, and your feedback has been shared with our housekeeping team to ensure greater attention to room cleanliness. We understand your frustration and hope you will allow us another opportunity to provide you with a much-improved stay. Sincerely, Hotel Management 

Business response:

Dear Courtney, We’re truly sorry to hear that the interior condition and cleanliness of the hotel did not meet your expectations. We understand how important a fresh and welcoming environment is for a comfortable stay, and we regret that this was not your experience. Your feedback regarding the overall ambiance and décor has been shared with our team as we continue working on updates and improvements. We appreciate you bringing this to our attention and hope you’ll consider giving us another opportunity to provide a more ple... read more

Business response:

Dear Bryce, We’re very sorry to hear about the challenges you experienced during your stay. We regret that some of the room features were not functioning as expected and that the overall condition did not provide the comfort you deserved. In addition, we apologize for any discomfort you may have experienced and appreciate you bringing this to our attention. Your comments have been shared with our team for careful review, and we hope to provide a much-improved visit in the future. Sincerely, Hotel Management 

Business response:

Dear Ethel, Thank you for sharing your feedback following your stay. While we’re glad to know your overall experience was positive, we regret the oversight you encountered with the kitchen trash not being removed prior to your arrival. Cleanliness is a top priority for us, and your comments have been shared with our housekeeping team to ensure closer attention in the future. We appreciate you bringing this to our attention and hope to welcome you back for a more seamless stay. Sincerely, Hotel Management 

Business response:

Dear JONGHOON, Thank you for sharing your feedback with us. We sincerely apologize that the condition and upkeep of the property did not meet your expectations. Ensuring a clean, comfortable, and restful environment for our guests is of utmost importance to us, and we regret falling short during your stay. Your input is invaluable to our improvement efforts, and we hope you’ll consider giving us another chance to provide a better experience. Sincerely, Hotel Management 

Business response:

Dear Jose, Thank you for sharing your feedback. We are sorry to hear that your stay did not meet your expectations. We genuinely value guest input, and your comments will be shared with our team to help improve future experiences. We hope you will consider staying with us again so we can provide a more enjoyable visit. Sincerely, Hotel Management 

Business response:

Dear Jimmy, Thank you for sharing your feedback. We sincerely regret that your stay did not meet your expectations and that you experienced issues with the room’s appliances, hot water, and power outlets. We understand how frustrating this must have been and apologize for the inconvenience. Housekeeping is provided every two weeks, but additional cleaning is available upon request for a nominal fee. We apologize that this was not made clear during your stay. Your comments have been shared with our maintenance and housekeepin... read more