This profile has been claimed by the business owner or representative.
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:
Abid, thank you for your rating. Our team strives to ensure an exceptional experience for all our guests, and we are so sorry we did not meet your expectations. We hope you will give us another opportunity to show you our hospitality and to prove we truly value your patronage. Sincerely, 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
Bad place to stay The place did not have sufficient utensils for us to use the kitchen. I had to go out and buy things to use. They gave me one fork for four people with only two plates. The telephone didn’t work, either. Staff was not helpful.
Business response:
Rosalie, thank you for your feedback. We are sorry your stay was not up to your expectations and for your disappointment with the in-suite amenities. Your comments have been shared with our entire staff to ensure our focus remains on exceptional service. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, Hotel Management
This was by far THE WORST experience I’ve ever had with a hotel. Traveling from Michigan to Houston I booked this room in advance. I checked in and saw no immediate signs but when I left and came back to turn on the light there were Cockroaches flying around my room. I was totally disgusted and very unhappy. I was moved to another room and found that they were all over. The hotel is completely infested with cockroaches! So here I am at 1:30am trying to find a place to sleep comfortably. I am furious and very disappointed.
Business response:
We sincerely apologize for the situation you described. You are absolutely correct to expect a comfortable, clean and bug free environment when staying with us. Although we treat regularly, to uphold our company's high standards, we have contacted our pest control provider to address the issue as quickly as possible. Thank you for bringing this to our attention. We work hard to make our guests happy, and we obviously failed in this case. Hopefully you will consider us as your hotel of choice if you are in the area again. Si... read more
So bad because the front desk he don’t know witch room exactly it’s
Business response:
Thanks for choosing us for your recent visit. We are truly sorry for the experience you had with our front desk. We strive to provide excellent service from each member of our team, and we are grateful for feedback that helps us improve our services. We have shared your concerns with the appropriate individuals to ensure this does not happen again. We appreciate your patience and hope you will consider staying with us again. Sincerely, Hotel Management
Toilet extremely filthy & the air didn’t work properly
Business response:
Please accept my sincere apology for the difficulties you encountered in your room. Your review will be taken as a tool to ensure that all procedures within our housekeeping and maintenance departments are being followed. We truly regret the inconvenience it caused. We hope you will consider and give us an opportunity to serve you in the near future. Sincerely, Hotel Management
This hotel was disgusting that I couldn't even stay there the full time. I booked for two nights but the room was so smelly and stained, I thought if I stay there another day it would make me and my child sick. The cleaniness if the hotel was not up to par where the order smelled of mildew and cigarettes smoke even though they claimed it is a non-smoking establishment. I wanted a refund but since I booked online the receptionist said that is not possible.
Business response:
Thank you for being our guest and for sharing your feedback. We apologize for the smell of smoke you experienced on your stay. We work hard to provide a clean and comfortable environment and I am sorry if the smell compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. Thank you again for your feedback, and we hope to welcome you back in the future. Sincerely, Hotel Management
Breakfast was false advertised. Continental breakfast was oatmeal & nutrition bars smh
Business response:
Thank you for being our guest. We are sorry for the disappointment you had with our breakfast. Your concern will be shared with our Brand Leaders to assist them when determining new breakfast offerings for future implementation. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the future. Sincerely, Hotel Management
No staff at hotel. Reserved hotel on Travelocity 3 days prior to staying at hotel. Arrived at 1 a.m. after issues during travel on interstate 10 and discovered the hotel closes at 11 p.m. after attempting to contact anybody on the hotel phone outside, I was unsuccessful and left about 30 mins after. I called hotel the next day and the first time the clerk hung up on me. I called back, explained what happened and the clerk stated I was a no show, would not be receiving a refund and that it wasn’t her problem and to contact th... read more
Business response:
Thank you for bringing this to our attention. We take guest feedback very seriously. As a result, please allow us some time to look into this matter further so that we can properly address your concerns. 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.