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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 |
Not a good hotel to stay at There was black mold on the toilet seat. There was purple wax and other liquid substances on the bathtub.
Business response:
Please accept our sincere apologies that we failed to provide you with the clean and comfortable room that you deserved and regret the inconvenience caused. We take the cleanliness of our rooms very seriously and steps are already underway with our housekeeping team to ensure this does not happen again. We hope you will consider a return visit so we can make it up to you. Sincerely, Hotel Management
The room was decent but it had a smell of urine once we came in. It was really late when we checked in and according to the desk lady we had gotten the last room available so no other option.
Business response:
Andrea, we sincerely apologize for the service and cleanliness issues you encountered during your visit. We have room inspection processes in place, and we are working with our Head of Housekeeping to see where we dropped the ball. It's our goal to provide an excellent customer experience and we hope you will give us another opportunity to prove this to you on your next visit. Sincerely, Hotel Management
Unclean Sheets were stained and overall appearance of room was terrible. Will never stay there again!
Business response:
Please accept our sincere apologies that we failed to provide you with the clean and comfortable room that you deserved and regret the inconvenience caused. We take the cleanliness of our rooms very seriously and steps are already underway with our housekeeping team to ensure this does not happen again. We hope you will consider a return visit so we can make it up to you. Sincerely, Hotel Management
Never Again... First off the service was uncaring and unfriendly when I checked In. Had to wait forever for the attendant to come open a side door so i could come in. Finally get to my room where they olny provided one face towel, and it was a over used, off color white, shkuld have been thrown away. After I settle down to relax, i go to use the restroom and there is NO toilet paper. When i call fron desk for toilet tissue she inforns me that they couldnt bring it to me. Did i not pay for that level of service at least. The ... read more
Business response:
Love, we strive to provide excellent hospitality to all of our guests, but we are sorry this wasn’t your experience. Please accept our sincere apologies for the difficulties you encountered while being here. Your feedback is important to us, so it has been discussed with the concerned team in an effort to deliver better service and facilities 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 area. Sincerely, Hotel Management
Hotel is filthy. Sheets were stained. Will not return.
Business response:
Thank you for staying with us. We never want our guests to leave unhappy, and from your review, 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:
Ana, on behalf of our entire team, we would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. Please consider giving us a second chance in the future, so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management
Horrible At arrival at 11.45 PM, first a security guy in rhe parking lot showing off in a black bmw but could barely speak english to be able.to show me the main entrance.. Then, a phone to lift and dial 0 for front desk. After he picked up and i told him i have a reaervation, i had to wait for 13 minutes before the door was finally open. Room had no towels at all, no face bath or body towells, nothing and i m told to go to reception and go pick up myself all.the way down after so tiring day. Won't stay again.
Business response:
Alvin, we would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We will be reviewing our guidelines to provide a better experience for every guest entering our doors. We truly regret the inconvenience caused, and please give us another chance to make it up to you on your next visit to our area. Sincerely, Hotel Management
Bad hotel Horrible hotel. Dirty room. No sheets on bed. No receptionist to check in late at night.
Business response:
Please accept my sincerest apologies for the cleanliness and service issues you encountered while here. We have shared your concerns with the Housekeeping and front desk teams, and we have taken actions to ensure that we do not repeat these issues in the future. We are reviewing the situation as a training tool to improve our procedures and to ensure this does not happen again. We understand the frustration and truly hope you will consider giving us another opportunity to serve you. Sincerely, Hotel Management
A.c. was not working .carpet wet. Fro t desk immediately changed me to an other room. Hear service. But disappointed in room. Bloodied tissue next to nightstand. Office chair missing and remote control. Had to walk up to front desk 2 times. It was hard since I'm on walker. Furniture were beat up looking.needs work. But ok for a short 2 day stay.front desk clerk wonderful. She did her best to acomodate my needs
Business response:
Please accept my sincere apology for the difficulties you encountered with your room. We appreciate you bringing these issues to my attention and assure you that corrective measures have been taken. Our team's first priority is making sure that every guest has a comfortable stay, and this time we really missed the mark. 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
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.