Extended Stay America - Houston - Northwest - Hwy. 290 - Hollister

Business response:

We are sorry you encountered pest control issues during your stay. It is very unusual for our front desk team to be unresponsive to the needs of a guest when made aware of a problem. We sincerely apologize for not being attentive during your recent stay. We have shared your feedback with the respective team heads and will use this as a training opportunity to improve our service delivery. Thank you for your feedback. Please come back and stay with us again. Sincerely, Hotel Management 

Business response:

Claudia, thank you for your honest comments about your stay with us.We sincerely apologize for the housekeeping issues you encountered which resulted in a disappointing stay. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process, and for thatwe sincerely apologize.We areworking with our Housekeeping team to reiterate the importance of our daily checklists to make sure this isn't repeated. We hope you will give us another opportunity to provide a ... read more

Business response:

Gustavo, thank you for taking the time to evaluate your stay. We regret not meeting your expectations and apologize for the concerns you had with the guest room. We will share your comments with our housekeeping team and with our pest control provider to make sure we prevent such reoccurrences. On a positive note, we are happy you were pleased with the service our associates delivered. We hope to have the opportunity to make your next stay with us outstanding in every respect. Sincerely, Hotel Management 

Business response:

Adriana, we appreciate the valuable feedback about your stay. We are sorry for the inconvenience you experienced due to the concerns with your room. We are a non-smoking hotel, but on a rare occasion, we do have violators of this rule. We appreciate you bringing this to our attention so we can address it right away. Thank you for staying with us, and we hope you will make the same choice the next time you visit our area. Sincerely, Hotel Management 

Business response:

Thank you for choosing Extended Stay Hotels and for taking the time to provide feedback about your experience. We use feedback, such as yours, to continuously make changes to our brand to improve our guest’s experience. I would like to start by apologizing to you for not meeting your expectations. We strive to provide all our guests with a comfortable, “home away from home” experience. I am sorry we failed at that mission. We will take your comments and coach our team to provide better service in the future. I hope you will ... read more

Business response:

Thank you for your review. We certainly apologize for the issues you encountered with your reservation which led to your disappointing stay. Our hotel has a standard cancellation policy that applies in most situations such as yours. If you made a reservation through a third-party, prepaid booking site, you must make financial inquiries through them. We recommend that you contact them directly for the resolution regarding your billing concerns. We appreciate your patience, and we hope you will allow us another opportunity to ... read more

Business response:

I'm sorry you have a bad experience. We strive to make all our guests experiences great. Unfortunately, I don't quite understand what wasn't running and who hit your girlfriend.