Extended Stay America - Houston - Med. Ctr. - NRG Park - Kirby

Business response:

Dear Charles, Thank you for choosing us. We are sorry about your disappointing experience. Cleanliness and maintenance are top priorities, and we fell short during your stay. Your concerns about the property's overall condition will be addressed as soon as possible, as this differs from the standard we strive for. On a positive note, we are glad our staff made a good impression. We value your feedback and are committed to making the necessary improvements. We hope you’ll consider giving us another chance to provide a better ... read more

Business response:

Dear Dora, Thank you for choosing us. Providing a clean and comfortable hotel experience to all the guests who enter our door is always our aim. The cleanliness and condition of the room you described do not meet our standards. Allow us to check with the concerned team to find out what went wrong. We are sorry for the disappointment. We take this matter very seriously and will ensure that such oversights are not repeated. Your patience during this time is greatly appreciated. We value your patronage. Our front desk team is a... read more

Business response:

Dear Tatjana, Thank you for being our guest. Please accept our apologies for any discomfort caused. We have taken note of your observations regarding the need to update and renovate, and we are currently having the same conversation with our brand leaders. In the meantime, our staff is committed to keeping our property clean, fresh, and up-to-date throughout our hotel. Smoking is never allowed inside the hotel premises. We will address this on a priority. On the positive side, it is nice to know you were pleased with the fri... read more

Business response:

Dear Christine, Thank you for taking the time to share your experience. We are glad you enjoyed an overall satisfactory time at the hotel, were pleased with the clean room, and enjoyed the comforts of the bed. However, we sincerely apologize for the issues you encountered that disappointed you. Thank you for bringing these issues to our attention, and we hope to make meaningful improvements moving forward. We will instruct our front desk to inform us about all the hotel policies during check-in so that no guest is disappoint... read more

Business response:

Dear Marvin, Thank you for taking the time to share your feedback. We want our guests to have a clean and comfortable hotel experience. However, we sincerely apologize that our hotel did not meet your expectations upon arrival. Our commitment to cleanliness is of utmost importance, and we will review the areas to address your concerns with our housekeeping team to maintain the highest standards throughout the property. Also, we regret the breakfast choices were not to your expectations. We will share these notes for improvem... read more

Business response:

Dear Le, Thank you for taking the time to share your feedback. We want our guests to have a clean and comfortable hotel experience. However, we sincerely apologize that your room did not meet your expectations. Our commitment to cleanliness is of utmost importance, and we will review your room to address your concerns with our housekeeping and pest control team to maintain the highest standards throughout the property. Please give us another opportunity to provide you with a better stay in the future.Sincerely,Hotel Manageme... read more