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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 |
The hotel had bed bugs and roaches. Everything was filthy. I was exhausted and did not sleep but maybe 4 hours due to the bugs freaking me out. I ordered dishes and by check out the next day I still did not have them. I checked out and they refused to refund the next night saying Expedia had to refund me. Breakfast was an oat bar and coffee. Nothing else! Worst stay I have ever had.
Business response:
Thank you for being a guest in our hotel. We were extremely sorry to read about your experience. We follow the most rigorous industry standards when it comes to the cleanliness of our rooms, but we would appreciate additional information to identify the room you occupied so we may properly investigate and follow up on your concerns. Additionally, we apologize for the inconvenience, but all changes to reservations made through third party websites, including refunds, must be made through them directly. Thank you again for you... read more
Terrible hotel, terrible management We have been using Hotels.com for years and have never had any problems, but with this Extended Stay America, it has been a terrible experience. My employee checked on on Sunday and today (Thursday) he is locked out of his room. He went to the front desk, and they said that he had not paid for his room and for 2 hours made him wait until they would let him into the room to get his laptop and show them the confirmation number again. It made no sense! Even then, they said that he would have ... read more
Business response:
Nathan, we want every guest to have a comfortable stay and I am truly sorry we fell short in making that happen for your employee. We apologize for the issues your employee encountered and the inconvenience it caused. We would like to inform you that to ensure cleanliness of kitchenware and as per our brand standards, these items are available at the front desk rather than leaving them in the room and our team gladly delivers it to your room. We hope you will return to experience the hotel as we would have liked you to exper... read more
ugh The hotel did not have a mirror in the bathroom, had to wait till the next day for a remote. Housekeeping was not working on the weekend so my room was not cleaned. Did not have a trash can in the kitchen or living area. It was a disappointing stay. I could have stayed at the Hampton Inn for the same money , but here was closer to the hospital.
Business response:
We sincerely apologize for the difficulties you experienced while being here. This is not the level of service we generally provide, and it certainly does not meet our standards. Your comments will be shared with the appropriate team members, so we can take action to prevent these issues from happening again. It was good to have you here, and we hope you will give us another chance to provide you with a much better experience. Sincerely, Hotel Management
NEVER AGAIN Front desk clerk was nice. I was not pleased with the lack of basic amenities. There was only 1 small garbage can, no cups for drinks, ice machine not working therefore NO ice anywhere on the grounds. And pee stained toilet seat. And to top things off, ants on the counter. Will NEVER stay here again.
Business response:
It is disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. We are taking appropriate steps to ensure future guests do not encounter the same issues. Please accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide. Sincerely, Hotel Management
very unhappy, no amenities, hotel was falling apart, dirty, had to rent dishes, pay to clean your room, go to desk to get clean towels..... smelled dirty yuk
Business response:
Margaret, we sincerely apologize for the problems you encountered over here. As we are an extended stay delivering a home-like living experience so we certainly understand why you may have found our amenities a bit different than traditional hotels. We do our best to share all of the information about our hotel and our policies to each and every guest, but we can always improve, and we will do just that. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, Hotel Management
Horrible hotel We arrived and the room we had booked was never cleaned so we were down graded but still had to pay the price of the original room. Then the bathtub was so disgusting we refused to use it. I spoke to the manager about our issues but she seemed not to care
Business response:
Thank you for your feedback. We're truly sorry your room was not in the spotless condition it should have been when you arrived. We take the cleanliness of our rooms very seriously, so what you experienced is not typical for us. Our staff is 100% committed to providing fresh, clean accommodations for all of our guests, and we're sorry this was not the case for you. We take the cleanliness of our rooms very seriously, and steps are already underway to ensure this does not happen again. We can absolutely do better, and we hope... read more
Worst Trip of my Life Honestly i can say this was the worst hotel i have ever stayed at. From the first second i got there to my last they found more and more ways to disappoint me. My room wasn't cleaned when i got there, my shower was in such a state of dis-array i was afraid to shower. For three straight days, my key card reset and for three straight days when i went to the front desk, i had to wait 30+ mins for the person at the front desk to return from break. When it came time to check out, which was 4 in the morning, ... read more
Business response:
Sean, we are extremely sorry you encountered so many difficulties during your stay with us. This is not the type of review we are accustomed to receiving, and it is very disappointing to read. Be assured your concerns have been shared with the responsible teams to take necessary steps immediately. We regret the inconvenience caused, and please consider coming back so we can make you next trip pleasant in every respect. Sincerely, Hotel Management
Business response:
Thank you for choosing our hotel for your stay. I was disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management
Worst Stay I had two little boys for a daddy visit. I have a medically fragile little boy who just had a kidney transplant and has open wounds and a feeding port. I have to be very sanitary and hygienic with this little guy. My negative points: * The room wasn't clean and smelled badly like mold. Did this room flood during the hurricane>???!!! * The carpet was frayed in multiple places * The inside of the refrigerator was dirty and had old food crusted on the shelves. The outside of the refrigerator was rusty on the wall p... read more
Business response:
Thank you for taking the time to write a review. We take guest feedback seriously, as it allows us to continue to improve our guest experience. Unfortunately we did incur some water damage due to the Hurricane, and we are currently working hard to repair and restore various areas of our property. We thank you again for your feedback, and we hope to have the opportunity to provide you with a better stay in the future. 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.