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 |
Good location. Everything else was terrible. Garbage in the halls for days, fleas, restroom was not clean, housekeepers had nasty attitudes. Will definitely choose a different hotel when I go back to Houston.
Business response:
Wyatt, we are disheartened to read your review. Please accept our sincere apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. We will personally address these issues with the appropriate teams to ensure happy guests is our number one priority. We truly regret the inconvenience caused and please consider us again so that we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Ho... read more
You get what you pay for!!! Staff was very friendly and helpful. However, the hotel is old and my room is dusty. No housekeeping service during my stay (no new towels, no make bed, no clean room, etc.). When I stayed at other Extended Stay hotel - I had all the above services.
Business response:
Ricky, we apologize our facilities and services were not up to your expectations and the inconvenience these caused. We can assure you that what you experienced is not acceptable, and we will be reviewing our guidelines to provide an improved experience for every guest entering our doors. Please note, our housekeeping is done on a weekly basis to respect the privacy of our guests, but we are happy to offer this service to you at a minimal fee. We regret and hope to have a future opportunity to restore your confidence in us. ... read more
The worst ever experience! The elevator was out of service, ice maker was out of service and tub was so old and dirty that it made me feel so scared of landing in a room downstairs! There was no breakfast served during the 3 days of my stay, and the explanation of the staff was that they're out of stock and the food truck will come next week! Really the worst ever experience.
Business response:
Joe, thanks for being our guest. We sincerely apologize for the difficulties you encountered while you were here and regret that we couldn’t deliver a perfect stay of your desire. Your feedback holds a lot of importance as it highlights areas of improvement, so it has been discussed with the concerned individuals in an effort to deliver better service and facilities to our guests moving forward. Counting on your kind generosity to accept our apology, we hope you will consider returning to our hotel on your next visit to this... read more
Nothing nice about it. Dirty and broken This is enough. Nothing works. Dirty and broken bathroom and old and dirty bedding.
Business response:
Please accept our sincere apologies for not living up to your expectations. Cleanliness is a top priority for all of our employees, and we do not take these issues lightly. We will address this matter with our housekeeping team in order to ensure changes are made immediately to solve these problems. We truly hope you will consider giving us another opportunity to serve you better in the future. Sincerely, Hotel Management
Roaches
Business response:
Please accept our sincerest apologies for the cleanliness issues you encountered while here. Please be rest assured that your comments have been taken as a learning tool and have been shared with the housekeeping team in an effort to improve our service. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management
Worst experience will never stay again Had roaches would never recommend it, nothing worked filthy filthy
Business response:
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 your room as "filthy". Your feedback regarding 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
Nice hosts. Rooms a bit too warm. Shortage of towels and pillows . .
Business response:
Thank you for being our guest. Although you liked our service, we are sorry for falling short of your expectations for a perfect stay. Your feedback has been shared with the appropriate staff, and we are taking immediate steps to ensure our team is fully equipped to be more responsive. Please consider giving us an opportunity to make your next stay a better one. Sincerely, Hotel Management
The room smelled like a wet towel We stayed there just for a couple hours and the room was really smelly and I think the carpet was wet, rhe place is old and screams for maintenance. Never again
Business response:
Thank you for your feedback. We apologize for not living up to our commitment to clean, fresh accommodations during your stay. We are working with our housekeeping department to make sure all procedures are being followed so this does not happen again. We hope you will give us another chance the next time your travels bring you back this way. Sincerely, Hotel Management
Request not Grant And I asked the room was dirty Ended on the first floor when I requested second Smell like tabacco and HOUSEKEEPING unless you studying for a week need to request clean towels at the front desk Offering breakfast and what a Jock coffee and a small piece of sweet bread
Business response:
Thank you for evaluating your stay. We sincerely apologize for the cleanliness issue you had while here and that you were unhappy with our breakfast facilities. We have room inspection processes in place, and we are working with our Housekeeping staff to see where we dropped the ball. In regard to breakfast, your feedback has been shared with the concerned team members to improve our guest experiences. We hope you will give us another opportunity to prove this to you on your next visit. 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.