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Extended Stay America - Houston - Sugar Land
- Hotels
- Sugar Land, TX
About this business
Location details
13420 Southwest Fwy., Sugar Land, TX, 77478, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
The room I was given had a broken tv and the refrigerator/freezer were locked. I tried calling to have my room switched and the phone was broken. I went downstairs and had my room changed (staff was very friendly) but my next room had a/c issues and reeked of smoke, the phone in the second room was broken as well.
Business response:
Chelsey, thank you for choosing our hotel. We apologize for the maintenance issues you faced in your initial and second room. We have shared your concerns with the maintenance team so that they can take the necessary actions. We are also sorry for the smoke odor you encountered in your second room. Your feedback will help us enforce our no-smoking policy more effectively to ensure our future guests do not encounter such problem again going ahead. We understand the frustration and sincerely hope you will provide us another op... read more
We are lie to.... no breakfast provided
Business response:
Olufemi, we apologize for falling short of your expectations for a perfect stay. Your feedback regarding our breakfast offerings is shared with the appropriate individuals in an effort to deliver better guest experiences going ahead. We understand the frustration and sincerely hope you will provide us another opportunity to serve you. Sincerely, Hotel Management
No electricity for JOURS!! Issues with electricity. Staff unhelpful and unfriendly.
Business response:
Jean, thank you for being our guest. We are sorry for the unexpected power outage during your stay and would like to offer our apologies for our staff not being able to resolve it to your satisfaction. Your feedback will be shared with the appropriate team members to improve our service going forward. We hope this unfortunate incident does not deter you from choosing us again. Sincerely, Hotel Management
The hotel is disgusting. It says a supplied kitchen. That means a clean dish towel. No dishes. Nothing. No coffee pot. The elevator did not work for three days we were there. Imagine if we couldn't manage stairs! The wi-fi was not good. It didn't work after the first day. The hall lights were off in parts of the hall. There was NOTHING good about this hotel. Do not stay here.
Business response:
Thank you for being our guest. We are sorry for the disappointing internet service you had and regret the lack of an elevator was an inconvenience for you. We have taken note of your comments and we are working on it. Also, we apologize you were not aware of our kitchenware policy. To ensure the cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk, and our team gladly delivers them to your suite. We hope you will consider a future stay as we would welcome the op... read more
Woke up to roaches on the walls & a bug on my bed!!!
Business response:
Thank you for the review of your stay. We are sorry for the insects you encountered in your suite and regret the inconvenience it caused. We have informed our pest control provider regarding this and are working to ensure procedures are being followed to prevent such problems in the future. Thank you once again, and we hope to have the chance to serve you better on your next visit. Sincerely, Hotel Management
I would not recommend this hotel to anyone. When I arrived at the hotel I was met with a wonderful woman by the name of Felicia she had a great personality and has great customer service skill but I felt that she could use a little bit more information because when I asked her about the location and if there were any good places she would recommend eating she told me she didn't know any places because she wasn't from the area and left it as such no effort in looking or trying to look for something nearby also too as I went u... read more
Business response:
We would like to offer you our sincerest apologies for our hotel not living up to your expectations during your stay. We do not take cleanliness issues lightly, and we will be addressing this with our head of housekeeping. We have checks and balances in place to double inspect every suite before a guest checks in, or returns back to their suite. We are redoubling our efforts to make sure we adhere to these procedures. We appreciate you bringing the key card issues to our attention, and we sincerely apologize. We are constant... read more
A shithole Dirty and filthy are an understatement. They need to gut the entire building and remodel this place. Sheets, pillows, blankets, kitchen were dirty and smelled horrible. Bathtub was cracking and shower had low water pressure.the only clean part of this place was the room key, it was new. My wife refused to stay and left.
Business response:
Murtaza, thank you for choosing our hotel. On behalf of the entire housekeeping team, please accept our sincerest apologies for the service issues you had during your stay. We have processes in place where our housekeeping leaders double-check every room prior to its occupancy by the next guest, but we apparently fell short in our processes. We are reviewing them so that we do not have this happen again in the future. Thank you again for bringing this to our attention, and we hope we are given the opportunity to redeem ourse... read more
I liked the fact room rates were low; however, cleanliness was a concern. I found a cockroach next to my bed on the first day.
Business response:
Thank you for being our guest. Although you liked our affordable rates, we are sorry for the cleanliness issues you encountered in your room and regret the inconvenience it caused. Our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent any future issues. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the future. Sincerely, Hotel Management
Frequently asked questions about Extended Stay America - Houston - Sugar Land
How is Extended Stay America - Houston - Sugar Land rated?
Extended Stay America - Houston - Sugar Land has a 2.9 star rating with 2,804 reviews.
When is Extended Stay America - Houston - Sugar Land open?
Extended Stay America - Houston - Sugar Land is open now. It will close tomorrow at 12:00 a.m.