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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 |
I didn’t like anything about the property. When I first walked in one of the ladies had an attitude because I wanted to check-in before 3pm. She stated that no room was available because rooms were being cleaned. I knew that wasn’t true. When I stepped out and came back another woman checked me in. My non-smoking room reeked of smoke. One night I went to get fresh wash cloths and towels and the guy at the front desk said he didn’t have any. I also asked for linen for the sofa bed and they had limited linen. I only stayed her... read more
Business response:
Jay, we are sorry for the issues you encountered. This is not the level of service we generally provide, and it certainly does not meet our standards. Your comments will be shared with the appropriate team members, so we can take action to prevent these issues from happening again. Please revisit us so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Hotel Management
Business response:
Zeynep, we sincerely apologize for not meeting your expectations and for not delivering an exceptional experience. While it is always our attempt to deliver an outstanding visit to each guest, we are disappointed that we did not meet this goal during your stay. Please consider giving us another opportunity the next time your travels bring you this way. Sincerely, Hotel Management
Property needs attention Not happy with stay
Business response:
Keitha, thank you for choosing our hotel for your stay. We are disheartened to see the review 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
Room was right next to 59 and I heard the traffic all night long. AC wouldn’t get cold enough
Business response:
Raymond, we are sorry for the unpleasant stay you had with us and for the noise issues you experienced. We wish we had the opportunity to address the problem while you were here as we would have done our best to ensure you were comfortable. Also, we have alerted our maintenance team about the AC, and they are checking it immediately. Please accept our apologies, and we hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management
Business response:
First and foremost, we would like to offer you our apologies for the inconveniences you experienced during your stay with us. We make every effort to be perfect, but sometimes we fall short. We hope you will consider giving us a chance in the future so we can provide you with the experience you should always expect from us. Sincerely, Hotel Management
Charged twice for a night. No refund given Stayed there for 3 weeks. Charged twice for the same day.
Business response:
Dear Diego, thank you for being our guest and for the valued feedback. We loved having you stay with us and are so sorry your stay was overshadowed by a possible double billing on our part. We would welcome a chance to look into this on your behalf and leave you with a more favorable outcome. Please reach out to us directly at our hotel. We look forward to speaking to you and hopefully welcome you back in the new year. Sincerely, Hotel Management
The first thing I noticed about this hotel is the smell. We stayed on the first floor and it may have been limited there, but it smelled like they may have had some water damage which has mildewed. The "kitchenette" is disappointing. There was a refrigerator, two burner stove top, a sink, and an empty hole a microwave must have been at one time. There are no dishes, no utensils, no pots or pans, no coffee maker; not even the cheap disposable drinking glasses with an ice bucket. There is no ice bucket because there is no ice ... read more
Business response:
Thank you for being our guest. We are sorry to know you didn’t like our hotel policies. Also, we apologize for the odor and service issue. Your feedback has been shared with every department involved, and we are working hard to deliver the type of hospitality and well-poised accommodation that you should always expect from us. Please give us a chance to regain your confidence in our brand. 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
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.