Extended Stay America - Houston - Sugar Land

Business response:

Thank you for choosing our hotel. 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 for the unpleasant odor you had in your suite. We have asked our housekeeping team to deep clean the room to improve our future guests’ experiences. Also, we wish we had the opportunity to address the noise problem you experienced while you were here as we would have done our best to ensure you were comfortable. 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 

Business response:

We are very sorry for the issues you went through due to the on-going construction and for the odor issue you had. This is not the impression we like our guests to leave with. Your feedback will be used to make sure our future guests aren’t impacted similarly. We hope that you will have the opportunity to enjoy our new accommodations at a later date. Sincerely, Hotel Management 

Business response:

Brian, thank you for being our guest. Although we try to strive to deliver guests with a fresh environment, we apologize as this wasn't your experience. Your feedback for the odor is shared with the housekeeping team to do a deep cleaning of our property ensuring we are well-poised on your next visit. Please consider giving us another chance to provide you with a much better stay on a future date. Sincerely, Hotel Management 

Business response:

Amit, thank you for evaluating your stay. We apologize that you were not happy with our complimentary grab-and-go breakfast offerings. Your feedback will be shared with our Brand Leaders to assist them when determining new selections for future implementation. We hope you will consider giving us another chance so we can provide you with a better experience in the future. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel. 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:

Kenneth, thank you for choosing to stay with us. We apologize for the inconvenience you had while connecting to our internet and for the trouble, you experienced due to our hotel policy. Please be assured that we have contacted our service provider and are happy to report that everything is now up and operating as it should be. Also, know the items such as kitchenware and toiletries are kept at the front desk and are always complimentary. We would like to regain your trust and hope you will give us that chance in the future.... read more

Business response:

Thank you for taking the time to review your stay. We apologize for the average condition of our hotel and for the service issue you experienced while you were here. Please know we will share your feedback with the people in our organization who are responsible for formulating plans for future renovations. We have also discussed your concerns with our associates to remind to our main goal is to provide outstanding customer care to our guests. We would like to regain your trust and hope you will give us that opportunity in th... read more

Business response:

Thank you for your feedback. We apologize for the inconvenience you had due to our hotel policy. Please know to ensure the cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the rooms. We're also sorry for the difficulty you experienced due to the shortage of in-room amenities. We are reviewing this situation with our staff to ensure these items are always well stocked. We hope you will stay with us another time so we can provide yo... read more