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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:
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
Not clean The first room we got was dirty, bed was slept in, dirty towels in the bathroom.
Business response:
We truly care about delivering well-appointed rooms to all of our guests and thus apologize for the cleanliness issues you had when staying here. Your feedback has been shared with the housekeeping department, and we are working hard to deliver a better experience that you should always expect from us. We hope you will re-evaluate us on your next visit. Sincerely, Hotel Management
The place was in terrible shape. shower head broke off and hit me in the face
Business response:
Dear Lawrence, Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed. Sincerely, Hotel Management
bad hotel cockroaches walking inside bathroom. soap residue all over inside shower tub. frayed carpet outside lobby elevator.
Business response:
Lorfy, we apologize for the cleanliness issues you had in your room. We have checklists in place to inspect every suite after it has been serviced. We are working with our housekeeping and pest control teams to reiterate the importance of our daily checklists to ensure this isn't repeated. Please give us another opportunity to provide you with a better experience on your next stay. Sincerely, Hotel Management
Filthy The hotel was filthy. I found a curly hair in my bed and a stain on my sheets. The kitchen area and sink were dirty as well. The experience left me unnerved. I felt uncomfortable during my one night. I laid towels on the bed to sleep that night. I can’t believe they charge a $25 per fee. The hotel was disgusting.
Business response:
Pamela, we apologize for disappointing you and are sorry to know we couldn't deliver you with a perfect stay. We are very disappointed to see that your feedback referenced the description of our hotel as "filthy". Your feedback regarding the cleanliness is shared with the concerned team to ensure that remedial steps are taken immediately to ensure such problems aren’t repeated going ahead. Please give us a chance to regain your trust and earn your highest marks in the near future. Sincerely, Hotel Management
The staff was very rude at Checkin. The room I reserved and paid for was not available.
Business response:
Thank you for being our guest. We sincerely apologize for the reservation issue you encountered at the time of check-in and the poor service provided to you while dealing with the situation. Your comments have been discussed with our team, and we are working to ensure this does not happen again. Please give us a chance to regain your trust and earn your highest marks in the near future. Sincerely, Hotel Management
I didn’t sleep in the hotel, I was very disappointed. The hotel is clearly a very old building & needs a lot of upgrading. Mostly the fact that it was very dirty, walking in for the first time, to our assigned room,hallways trash were over filled and smelled horrible, the rooms restroom was dirty, hair on the walls of bath tub and towels. The ac unit did not cool We left without even saying word to management Clearly just by walking in the building and seeing the conditions reporting any complaints wouldn’t have made a diffe... read more
Business response:
Frederick, thank you for your recent stay. Your feedback with regard to the condition of our property will be discussed when we are in the process of finalizing our renovation plans. So till these plans are formulated our housekeeping and maintenance teams will try their best to keep our facilities clean and well-maintained. Please consider staying with us again so we can provide you with a comfortable experience. Sincerely, Hotel Management
Worse hotel experience of my life The stay was absolutely HORRIBLE. The room was filthy! There was hair in the shower and a cap full of salsa underneath the bed! The entire reason for booking this hotel was because they advertise having cooking utinsels available for use. I had stayed at one previously in another state so I had no reason to doubt this and decided to grocery shop prior to checking in. Bad idea! There was only one eye of the dirty little stove that actually turned on and they had one pan that broke while washi... read more
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 these 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
room was nothing like the pictures on the website very old falling apart staff want around for breakfast it was coffee now granola bars no hot breakfast now no towels just the one set we had in when we check in Friday none for sat or sun or room service to fix the bed until check out sun
Business response:
Thank you for being our guest. We are sorry your room was not your expectations and that you were unhappy with our grab-and-go breakfast. Your feedback will be shared with our brand leaders to determine new breakfast offerings. Also, know our housekeeping service is designed for long-term guests, offering minimal intrusion to their home-like stay, we are happy to provide this service to you at a minimal fee. Towels and linens may be exchanged at the front desk anytime and are complimentary. Please accept our apologies, and w... read more
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.