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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 |
Great staff, they did the seat they could Our first room smelled like sour milk that a cat had urinated in a month after a dozen rats drowned in it. That may be too generous, but I’m a forgiving guy. We asked for another room and were given one that just smelled musty, a HUGE improvement. That room, however, didn’t have sheets for the pull-out (which was blood stained), toilet paper or towels and the office closed before we noticed. The staff was AWESOME. They were obviously embarrassed by the state of things and did the be... read more
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
Floor has lots of red spots, dirty and smell. Not clean at all. Lots of dark red big spots on floor. Kitchen is in really bad condition.
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. Please accept my sincere apology for the difficulties you encountered with y... read more
Very dissapointed Both of my rooms were dirty at check-in. Limited amount of bedding and towels. Housekeeping is horrible! These are images of the second room we moved to after the first was dirty. This room was worst!
Business response:
Ricky, on behalf our team please accept our apologies for the housekeeping issues you encountered in your rooms. We strive to provide a great experience, but we obviously failed this time. We are concerned about your experience and have immediately brought this to the attention to our housekeeping team to reiterate the importance of our daily checklists ensuring this isn't repeated. We hope you will give us another opportunity to provide a better experience on your next stay. Sincerely, Hotel Management
Terrible!!! Don’t stay here Absolutely terrible!!! This hotel should close down. There were roaches, room was broken down and outdated. Front desk staff was never there. I checked in and found a hat from a previous guest under my bed!!! Gross which means housekeeping didn’t clean thoroughly. Hotel should close.
Business response:
Laura, please accept our sincere apologies for not living up to your expectations. We strive to provide wonderful hospitality to all of our guests, but we obviously let you down. We value your feedback and will use it to ensure we are more consistent with our service levels going forward. Please give us a chance to create a better impression on your next stay. Sincerely, Hotel Management
Customer service not a priority Older room but nice lay out..no amenities including toiletries..called down was told to come down and get it..toilet paper or towels either..trash outside rooms in all hall ways and dirty towels too..was still there when we left the next day..supposed to be..no smoking..cigars smell through out hallways..very noisy..kids running all morning up stairs.
Business response:
Lisa, we apologize for the issues you experienced while being here and for not explaining our policy to you upon arrival. Being an extended stay property, we are designed for home-like living and our guests often bring their own bath amenities. Hairdryers and other toiletries are always available at the front desk. With regard to odor and cleanliness, we are taking remedial steps to eradicate such problems. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, Hotel Management
It was fifthy! Horrible customer service...rude just ugh
Business response:
Melanie, thank you for your candid feedback. We want to apologize for failing to provide the level of service and cleanliness you should have received. We have shared your concerns with our front desk and housekeeping teams to prevent this from happening again. We value your feedback and will use it to ensure we are more consistent with our service levels. We hope we have the chance to make it up to you at a future date. Sincerely, Hotel Management
The tub was rusty. The refrigerator also was rusty. The coffee table had stained water marks. Needless to say a roach ran across the table. The health department needs to inspect the whole hotel for any other violations.
Business response:
Please accept our apologies regarding the negative experience you had during your stay at our hotel. We work hard to provide our guests with a pleasant experience, and obviously we fell short of this. Thank you for bringing the in-suite unwanted guest situation to our attention. We have our pest control company scheduled to treat the room and the property today. We hope to have the opportunity to make your next stay perfect in every respect. Sincerely, Hotel Management
Nasty hotel , i will never stay there again For a company like hotels.com to be puting ur name upfront with this type of nasty bussiness talks really bad about u as a company
Business response:
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
Room was not clean, no coffee maker in room, TV had very bad screen. Cook too were not working
Business response:
Thank you for evaluating your stay. We want every guest who stays with us to have a comfortable experience and to depart with a lasting favorable impression. We fell short in making that happen for you, and we are truly sorry. Although your experience is not typical of our service delivery, we obviously have room to improve, and I assure you we will. We truly regret the inconvenience caused, and please give us another opportunity to serve you with the hospitality you deserve. 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.