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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 |
Found two roaches in the middle of the floor. Continental breakfast is a joke. Hallways smell like air freshener trying to cover up vomit.
Business response:
Thank you for choosing us for your stay. We are sorry you were disappointed with our grab-and-go breakfast offerings and for the cleanliness issue, you experienced. Your feedback has been shared with the housekeeping team in an effort that our future guests never encounter a similar issue. Also, your concern will be shared with our brand leaders to determine new breakfast offerings. We hope to have an opportunity of hosting of you back so that we can make it up to you. Sincerely, Hotel Management
Disappointed! The room smelled of cigarette smoke & dirty.
Business response:
Brian, thank you for being our guest. We are sorry for the cleanliness issues you had in your room and that the smell of smoke compromised your stay. Your feedback has been discussed with our housekeeping team to be more diligent going forward. Also, we have asked them to deep clean the room to remove the smoke odor. We hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management
Used to be excellent hotel in 10 years ago I stay two days in two different rooms , room 110 , has water in toilet leaking . No plastic cups , has kitchen no plates or noting , kitchen cabinets hinges are broken .
Business response:
Thank you for returning back to our hotel. We are sorry for the issues you had in both the rooms and that our kitchenware policy was not explained to you at the time of check-in. Please know, to ensure the cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk, and our team gladly delivers them to your suite. Also, your feedback has been shared with the appropriate team so that we can improve our service and facilities moving ahead. We hope you will reconsider a f... read more
Don't Waste Your Time!! The hotel was awful. Furniture in the room had holes in it. Bathtub was unclean. I wouldn't let a dog from the pound stay in this hotel. This hotel to should be removed as an option off hotels.com. Worst hotel I've ever booked through hotels.com.
Business response:
Thank you for sharing your thoughts about your stay with us. We're sorry that you had cleanliness issues in your room, and we agree this is unacceptable. We have already followed up with the housekeeping team to investigate where we missed a step and will take corrective action so that this does not happen again in the future. Please visit us again so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Hotel Management
This hotel has a non smoking policy but the room wreaked of smoke. The bed was on the wrong size frame and they had no maintenance to come change it out. The bathtub was peeling, the screen was broken on the window, the bed skirt had stains all on it. Just felt very unclean. I will never stay at an Extended Stay again.
Business response:
Tonisha, thanks for taking the time to review our hotel. We apologize for all the difficulties you experienced in your room and regret the inconvenience it caused. We have made a note of your feedback and have shared it with the respective team to enhance our future guests experience. Please visit us again so we can restore your faith in our hotel and provide you all with the hospitality you should always expect from us. Sincerely, Hotel Management
Roach infested. We had came to the hotel to stay for one night cause of construction at our house. When we got to our room there was a baby roach crawling on the counter. Then there was water leaking from the ceiling. Called front desk and asked to move to another room. She did but the other room was infested by dead roaches and new ones crawling all over the counter and sofa. I got so disgusted, we ended up leaving the hotel and finding a new one. I will never go back.
Business response:
We sincerely apologize for the cleanliness issue you experienced in both your rooms. Although we have regular pest control service in our hotel, we are sorry 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. Once more, we do apologize and hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management
Business response:
Thank you for taking the time to post your feedback. It is disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. We hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management
I paid for a room I didn’t get so my husband and I slept on the floor, no housekeeping unless paid for, managers made promise to fix issues then forgot. Shower leaked into kitchen and there were bugs, pool was green.
Business response:
Thank you for sharing your experience. We are truly sorry for the issues you encountered during your stay and that your problems was not resolved to your satisfaction. Please know, to respect the privacy of our guests staying for long periods of time, our housekeeping service is conducted on a weekly basis, although we are always happy to provide you this service at your request for a minimal fee. Also, your concerns has been shared with the respective team so that we can improve our future guests experience. We hope we have... read more
Don’t go They said they’d charge $25 dollars for and early Check in!!! There was hair on the bed, bathroom didn’t have shampoo nor soap. Toilet wasn’t clean and old and damaged. Only gave us 2 pillows which didn’t even feel Like decent pillows. No cups in the kitchen, no coffee maker, no tea bags, no water, no tea, no nothing!! I’d rather pay 20 more dollars to get a better place with better services.
Business response:
Thank you for being our guest. We are sorry for the difficulties you had during your stay and that you were disappointed with our in-room amenities. Your comments have been discussed with the concerned teams to make sure this was an isolated event. Also, kitchenware for your suite is also available and kept at the front desk to ensure cleanliness, and our team gladly delivers it upon request. We hope you will give us a chance to redeem ourselves the next time you are in this area. 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.