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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 |
Business response:
We are very sorry your stay did not live up to your expectations. We never want any of our guests to leave unhappy. We apologize for not delivering the experience you expected and the inconvenience caused. We would like to regain your trust and hope to serve you again in the future. Sincerely, Hotel Management
I didn’t not like the smell in the room... it smelled really old like wet mildew and also the bathroom tub has hair in it, i only had one small towel the lady on the phone told me i would have to trade in towels for more small towels which was dumb... the she said it was gone be 20 mins until the small towels was done washing..... then the air conditioner was not working properly it was hot and i was fed up i will not be attending this location again
Business response:
Our number one priority is to make sure you have a comfortable stay, so we sincerely apologize for the cleanliness and service issues you experienced during your stay. We truly regret the inconvenience this caused. We never want our guests to leave unhappy, and we are sorry for letting you down. We appreciate the feedback as it will help us to improve our future guest experiences. We hope you will give us another chance to demonstrate the excellent service we strive to provide every guest. Sincerely, Hotel Management
The trip to Extend Stay was the worse I've experienced. The unavailable working Elevator.near my room , only 1 working in the very front near service desk, ,having to walk to far end of property, was very disappointing. Being a guess with limitations of long walks, created more challenges. No working Elevator for guess in back of property Thursday evening when I arrived, Friday all afternoon. There were no proper kitchen accessories, no cook ware as advertised on the guess greeting.card. Horrible experience.
Business response:
Thanks for the feedback. We apologize for problems with the elevator. Your comments were shared with our engineering department, and the problem has since been corrected. Thank you for your valuable feedback, and taking the time to post a review. We hope to have the opportunity to be of service to you the next time you are in the area. Sincerely, Hotel Management
Business response:
We would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We hope you will consider giving us a second chance in the future so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management
This property opened my eyes to the real world of extended stay facilities. The exterior looked nice and we'll kept. That was as far as it went. The front desk agent was nice but not necessarily attentive. The entire building had a heavy smell of marijuana, the first room didn't have heat (it's February), but did come with roaches and wall pounding wrestlers next door. Within in 15 minutes and a decent contact high I requested another room. The second room I heard the wall mounted A/C-Heater unit two doors away. I could only... read more
Business response:
Dear LeVern, thank you for giving us a go for your trip to the area. We apologize your stay was less than perfect and that ultimately you left us earlier than you had hoped. Your experience is not representative of our usual performance, and your accommodations not up to the standards you deserved. We regret falling short of your expectations. Your valued feedback has been shared with our management team for further review. Your satisfaction is number one and we would like to invite you back. We welcome any opportunity to le... read more
The hotel double charged me even though there were NO hotel incidentals!! There is NO ice makers,or media center with computer use, as well
Business response:
Dear Guest, thank you for taking the time to share your feedback with us. We are so very sorry you were missing a few amenities and that your expectations were not met on the visit. Please know our staff is always available to assist and help in any way. Also, since your review is anonymous, please reach out to us directly at the hotel. We will be happy to take a closer look at your billing details. Thank you again and we look forward to speaking with 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
Worst hotel ever The hotel staff was courteous and friendly, but that was the only good thing about this stay. The hotel was generally run down, dingy and gross. There were mystery smells everywhere, along with small damage to carpets, walls, doors, elevators at every turn. There was major renovation being done on the third floor where we were staying complete with fans and machines in the hallway with the extension cords taped to the floor. In the room, the fridge looked beat up, the microwave and stovetop were dirty. There... read more
Business response:
Mark, we are disheartened to read your review. Please accept our sincere apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. Our team's first priority is making sure that every guest has a comfortable and relaxing stay, and this time we really missed the mark. Your feedback has been shared with every department involved. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management
Business response:
Myesha, we are very sorry your stay did not meet your expectations. We never want any of our guests to leave unhappy; therefore, we apologize for not delivering the experience you deserve. We would like to regain your trust, and we hope to host you again 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.