Extended Stay America - Houston - Sugar Land

Business response:

On behalf of our entire team, we would like to offer our sincere apologies that the air conditioner was not functioning properly. As with most mechanical and technical equipment, maintenance issues do arise from time to time. Once identified, we work as quickly as possible to get everything fully operational. We're sorry this inconvenienced you, but hope it did not detract from your stay. Sincerely, Hotel Management 

Business response:

Thank you for being our guest and for taking time to leave feedback. Please know that we have strict policies and procedures in place to prevent issues of this nature. As your review is anonymous, we would appreciate additional information to identify the room you occupied so we may properly investigate and follow up if needed. Thank you again for your feedback, and we hope you will consider giving us another chance to make a better impression in the future. Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

We apologize that our staff didn’t action your complaint regarding the maintenance issue in your room and that impacted your stay. Also, we regret the housekeeping issues. We value your feedback so we are meeting with our staff members to discuss these situations to reiterate the importance of customer impeccable service and attention to detail. Please consider giving us an opportunity to make it up to you on a future date. Sincerely, Hotel Management 

Business response:

We are sorry for the issues you experienced while staying with us. This is indeed not the type of service our hotel is known for, and we extend our sincerest apologies. Your feedback will be discussed with the concerned team to ensure we are well poised to serve you better during your next stay. We hope you will give us another opportunity to deliver the service and hospitality you deserve. Sincerely, Hotel Management 

Business response:

Thank you for staying with us. We never want our guests to leave unhappy, and from your rating, it is clear that we let you down. We are very sorry your stay did not live up to your expectations, and we hope you will give us another opportunity to regain your trust. ​ Sincerely, Hotel Management 

Business response:

Thank you for being our guest and for taking the time to leave feedback. We apologize for the unpleasant experience. You deserved a comfortable and stress-free stay, and we assure you that what you experienced is not typical. We are sorry for the issues you had regarding your bill. Unfortunately, financial inquiries on reservations made through a third party, pre-paid booking site, must be made through them, and we suggest you contact them directly. Thank you again for being our guest, and we hope you will consider staying w... read more

Business response:

Ray, thank you for your feedback. Please accept our apologies for the roaches in your room. Our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future infestation. We are sorry and hope you will consider staying with us again. Sincerely, Hotel Management 

Business response:

Tomora, 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