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

Business response:

Dutch, thank you for your review. We apologize that our facility fell short of your expectations and have shared your comments with our team as we work on updating and refreshing our hotel. We appreciate your patience and would love for you to return for a much better experience. Sincerely, Hotel Management 

Business response:

We appreciate you taking the time to provide feedback, and we are sorry our hotel was overbooked and unable to accommodate you. We also apologize you did not find our staff at their best. Your feedback is important to us, and we will use it to improve our services going forward. 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:

Thank you for being our guest. We are sorry you were unhappy with our grab-and-go breakfast. Your comment will be shared with our brand leaders to determine new breakfast offerings. We also apologize your non-smoking room had a smoke odor and regret the inconvenience it caused. Your feedback has been discussed with our housekeeping team, and we have asked them to deep clean the suite to remove the smell. Please revisit us so we can make it up to you. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We were disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. 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:

Denise, thanks for taking the time to review our hotel. We apologize as your stay was not to your expectations and for the smoke odor you encountered. We have asked our housekeeping staff to make sure each and every room receives a deep clean to remove the smell and also to thoroughly inspect the suite before accommodating to our guests. We hope you consider staying with us again; we would welcome the opportunity to restore your confidence in our hotel. Sincerely, Hotel Management 

Business response:

We know a well-maintained room sets up the tone for an excellent stay, but we apologize as this wasn’t your experience. Please, be assured we take the cleanliness of our rooms very seriously so your feedback is shared and remedial steps within our housekeeping department are underway to ensure this issue does not happen again. Please consider giving us another chance to showcase you our improved side. Sincerely, Hotel Management 

Business response:

Thank you for being our guest and informing us about the maintenance issue. Your concern regarding the front door has been addressed to the concerned team for review and action. Please also know our top priority is the safety and security of our guests and employees so we are sorry to know that you felt unsafe here. Our team is well trained to handle any situation and maintains a good environment. Please consider a return visit to our hotel so that we can provide you with a better stay on a future date. Sincerely, Hotel Man... read more