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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 |
When we checked in we were given the wrong room. When we did get to the correct room, there were roaches, there were stains on the walls, the sheets on the bed were visibly dirty when we asked for new sheets and blankets the blankets had hair all over them. There were only 4 pillows in the room that we booked for 6 people and we were told that they did not have anymore pillows even though the room we originally came from had pillows and no one was in there. I had to personally move the furniture to connect the cable so we co... read more
Business response:
Thank you for the review of our hotel. We sincerely apologize that you experienced so many difficulties during your stay with us. This is not the level of service we generally provide, and it certainly does not meet our standards. Your comments have been shared with the appropriate team members, so we can take action to prevent these sort of issues from happening again. We hope to have another chance to show you our true hospitality the next time you return to this area. Sincerely, Hotel Management
Very bad staff , stay 3 nights , keep requesting for 2 more pillows , never got it , no one clean our room , i ask her , she said we clean once a week .
Business response:
Rana, we regret your disappointment. Our first priority is to make sure you receive outstanding service, so we are sorry we fell short during your visit. We will step up our efforts and revisit our training procedures to ensure we do not repeat what you experienced. 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. Once more, we apologize and hope you will give us another chance to provide you with a better experience.... read more
Business response:
Kay, 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
Cleaning issue Room full of crawling bugs. No hanger, no cup in the room including kitchen
Business response:
On behalf of our entire team, please accept our sincere apologies for the inconvenience caused to you due to unacceptable suite conditions. Steps were apparently missed in our inspection procedures, so we regret that we dropped the ball. Our housekeeping team have identified where mistakes were made and corrected it immediately. We would like to inform you that to ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites.... read more
overbooked hotel overbooked, 7/27 lobby was not open, i waited 10 minutes to learn overbooking in the middle of the night
Business response:
Huseyin, please accept our sincere apology for not having your suite available when you arrived at our hotel. We certainly understand your frustration and regret the inconvenience this caused you. While we made every effort to correct the matter prior to your arrival, we were unsuccessful and we are sorry. We hope to have the opportunity to make it up to you on a future visit. Sincerely, Hotel Management
Wasn’t what I expected The room looked like it was a drug hangout the comforter had some type of stains on it and it wasn’t any phone access the stove and refrigerator looked ran down overall I was very disappointed
Business response:
Brandy, thanks for being our guest. We are sorry for the difficulties you experienced and have shared it with our appropriate team members to make sure this is not repeated. We usually check our rooms thoroughly, but we sincerely apologize this was not the case during your stay. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel. Sincerely, Hotel Management
there was blood on the mattress I complained to.tje office but they could not do anything about it next day I complain to the manager and she switched it to a different room but then be continuously had problems with the key. I.will not stay at extended again. We ended up sleeping on the floor.
Business response:
Rizwan, please accept our sincere apologies for the issues you encountered and the inconvenience caused. We regret not meeting all of your expectations and rest assured that corrective actions are being taken within the respective departments. We are committed to making sure that we don't repeat what you experienced. Thanks for your feedback, and we hope to have a future opportunity to restore your confidence in us. Sincerely, Hotel Management
Never stay again. Too expensive, and not worth it I did not have a good experience. The burner wasn't working properly, elevator barely worked (only from the 1st floor whenever it did work, trash had the 3rd floor smelling, house keeping never cleaned my room since I've been here. This was not worth 446 dollars, then 462 dollars. I stayed a Inn Suites extended stay, and it was cheaper, and better. The only thing was the commute.
Business response:
Kelvitte, please accept my sincere apologies for the issues you encountered and regret the inconvenience it caused. We regret not meeting all of your expectations, and please be ensured that corrective actions are being taken. We are committed to making sure that we don't repeat what you experienced. Thanks again for your feedback, and we hope that you'll give us another chance and consider staying with us again in the future. Sincerely, Hotel Management
Do not stay here if you're looking for a "Hotel" On this trip I learned that "Extended Stay" really means extended stay. The people staying here are not your everyday travelers. The hotel was full of people who actually live there, have their dogs onsite, bring groceries and cook there, etc. The whole place smelled like marijuana... not my cup of tea. The staff was very friendly and the gym on the 3rd floor was clean but the the TV remote was MIA.
Business response:
Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We will take the necessary actions to ensure these issues are properly addressed. 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.