Extended Stay America - Houston - Sugar Land

Business response:

Thank you for being our guest. We sincerely apologize for the cleanliness issue you encountered. A clean, fresh suite is our top priority, and we will work with our staff to ensure that this was an isolated issue. Everything we do is aimed at providing you with an excellent hotel experience. We would like to regain your trust, and we hope you will give us that chance in the future. Sincerely, Hotel Management 

Business response:

Vero, thank you for being our guest. Please accept our apologies for the cleanliness and maintenance issues you encountered here. Your feedback has been shared with every department involved. We are working hard to deliver the type of hospitality that you should always expect from us, and we hope you will consider giving us another chance on your next visit to the area. Sincerely, Hotel Management 

Business response:

Dear Michelle, Thank you for your review and for choosing our hotel. We certainly apologize for the issues you encountered with your reservation, which led to your disappointing experience with our hotel. We regret we did not have any rooms available to offer when you arrived, and we can understand your frustration. Since 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 conc... read more

Business response:

Edmund, we are disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management 

Business response:

Thank you for rating your stay with us. Our goal is to provide an enjoyable experience for all our guests, and we apologize for letting you down. We hope you will consider giving us another opportunity to provide you with the outstanding service you should have had this time. Sincerely, Hotel Management 

Business response:

Judith, thank you for your feedback. Please accept our apologies for the "uninvited visitors" you reported in your room and assure you we do everything possible to discourage their entrance to our hotel. Our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future infestation. We hope this unfortunate situation will not prevent you from staying with us again. Sincerely, Hotel Management 

Business response:

Thank you for rating your stay with us. Our goal is to provide an enjoyable experience for all our guests, and we apologize for letting you down. We hope you will consider giving us another opportunity to provide you with the outstanding service you should have had this time. Sincerely, Hotel Management