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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 |
Terrible experience So many things wrong and I didn’t complain except for air not working and the door not locking when shut. No dishes as advertised. Fire at 12am. No notice the next day or at all. Trash in hallway. No ice machine in building. No breakfast two of the days. Double charged without my knowledge. Woken at 2am from woman throwing rocks at my window because her husband had phone off ringer. After she drove around parking lot honking her horn. Couple fighting several days constantly. Smell of weed in hallway. Air ... read more
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
Hotel on the way As we entered the Hotels main door lobby area smelt like kitchen, Elevator had a bad odor and seemed like had not been cleaned for some time. Saw a roach by the bed side wall. Room phone was not functional. Asked for wake up call that never happened . There was no coffee maker or cups in the room. We had room on the third floor, due to lack of air conditioning floor was smelling like a basement. They must not advertise free breakfast or breakfast included in the amenities or facilities,frankly it was ... read more
Business response:
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, Hotel Man... read more
Seemed run down Our toilet stopped up maintainable never came. Smoke detectors kept beeping. Sleeper sofa had springs sticking out of it. Holes in couch cushions
Business response:
Thanks for being our guest. We apologize that you experienced so many difficulties during your stay with us. We are meeting with the housekeeping and maintenance teams to discuss this situation and reiterate the importance of impeccable customer service and attention to detail. Please consider a return visit to our hotel so that we can provide you with a better stay on a future date. Sincerely, Hotel Management
Muy sucia la habitacion y el toilet no funcionaba.
Business response:
We apologize and regret the inconvenience you encountered in your room. Your feedback is of utmost importance, so it has been discussed with our housekeeping and maintenance department in an effort to improve our service and facilities moving forward. We urge you to choose us again as we are confident your next stay will be a much better one. Sincerely, Hotel Management
Business response:
Thank you for your rating. We are disappointed to know you had an unpleasant experience. We hope you will consider staying with us again as we would love to provide you with an excellent visit in the future. Sincerely, Hotel Management
Roach motel Stood at the desk 10 minutes waiting to check-in before an employee showed. The cold water in the bathroom sink didn't work. No small ("face towels") were provided. No trash receptacle was provided. Not to mention, I had unexpected guests... Roaches!
Business response:
Jonathon, please accept our apologies that our hotel did not live up to your expectations. We also regret the unpleasant experiences you had while here. Rest assured steps have been taken within our housekeeping and maintenance departments to ensure impeccable attention to detail in all areas of our property. We hope to have the opportunity to make it up to you on a future visit. Sincerely, Hotel Management
Pay the extra money for a good hotel Worst experience I've ever had in a hotel. I've never seen so many roaches/waterbugs in one room before I came here. Staff is also below average as well.
Business response:
Sharonda, I apologize for the service issues you experienced during your stay. We are also sorry for the "uninvited visitors" you reported in your room. Your review will be taken as a tool to ensure that all procedures within our housekeeping department are being followed. We hope to have the opportunity of welcoming you back soon. I hope you will give us a chance to impress you on a future visit. Sincerely, Hotel Management
Very disappointed When we initially arrived at the hotel there was trash and debris all on the premises. Then our room was not ready, once we finally got into our room we had to move because the sink had a leak. The next night we had to move again because our room toilet had a severe leak. They eventually put us into another room which seemed to be okay, however all the rooms had no smoke detector covers on them, there were ants in the night stands, the rooms were not clean, trash dumpsters outside were over flowing, there w... read more
Business response:
Thank you for being our guest and for taking time to leave feedback. We apologize for the issues you experienced during your stay with us. Our management team has been made aware of your concerns, and we will be sure to properly investigate and follow up as needed. Additionally, we apologize if there was a mixup regarding your bill. If you are still in doubt, please contact our General Manager to further discuss your charges. Thank you again for being our guest, and we hope you will consider giving us another chance to make ... read more
Terrible
Business response:
Marcus, 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. We hope you will 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
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.