This profile has been claimed by the business owner or representative.
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 |
smelled, like cate urine. horriblr never again. no pots, musty, bare minimum and dirty. smelled. do not go there.
Business response:
Please accept our apologies for providing a less than perfect experience during your stay. We are sorry for the cleanliness issues you experienced. Our housekeeping director has been informed and will take whatever action is needed to prevent a future occurrence. We would also 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 them upon request. I hope you will afford us an ... read more
Just - bad - Stinks - This place is just bad. It is not clean, it's almost like they don't care. The elevator stop lowers and you trip getting out on first floor. The hallways smell like mold, I had Mold in my shower stall, they have kitchens but can't use them, My room had two chairs, but another room had couch and tables.. The other room had phone, mine didn't, the trash in lobby is not emptied each day, it piles up. The place is 3rd rate if not 4th rate - nothing - repeat nothing like other extended stays I have visited. ... read more
Business response:
Ray, I apologize for the disappointing stay you had with us. Your feedback is important to us as it will help us to improve our facilities and amenities going forward. Your review will be taken as a tool to ensure that all procedures within our housekeeping and maintenance departments are being followed. I will personally follow up on your concerns to ensure we are well poised to serve you better during your next visit. Sincerely, General Manager
Roaches, elevators broken , rude staff Roaches in room ! EVERY single elevator broken and I was alone and had no help with carrying my luggage up 6 flights of stairs ! ONLY ONE luggage cart in entire hotel , which was broken ! Rude staff could care less ! He also didn't care that I told him I had a car full of luggage to carry , having to live here for a month due to Hurricane Harvey flooded me out of home ! ( I stayed 4 days , then left)! Door did not close unless you locked from inside . I felt as if I were in the worst pa... read more
Business response:
Sonja, please accept my apology for not living up to your expectations during your visit. We're sorry you experienced so many difficulties during your stay with us. Our management team is taking steps to ensure future guests do not encounter the same issues. I truly hope this unfortunate situation will not prevent you from staying with us in the future and you will give us another opportunity to make your next stay worthwhile. Sincerely, General Manager
Would Not Stay Again This review was written when many people were evacuating their homes from nearby areas so staffing was below optimal. I tried to keep this in mind and I was very grateful to have gotten the last room available. However, I requested dinnerware and flatware twice at the front desk and was told someone would bring it to me. I was there for three nights and it never arrived. The room had two flat screen televisions but only one remote which did not work. The second TV may or may not have worked but we will n... read more
Business response:
We are sorry to read about the disappointing experience you had at our hotel. I apologize and regret the inconvenience caused due to lack of attention and the maintenance issues you experienced in your room. I have shared your concern with the respective teams to ensure they step up their game and deliver better services. Everything we do is aimed at providing you with an excellent hotel experience. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, General Manager
The rooms need updating.
Business response:
We apologize that our facility fell short of your standards. We have shared your feedback with the appropriate individuals in our organization who are finalizing our future refresh. We regret the inconvenience caused, and please consider giving us another opportunity to restore a favorable impression of our hotel in the future. Sincerely, General Manager
Business response:
thank you for your rating. Our team strives to ensure an exceptional experience for all our guests, and we are so sorry we did not meet your expectations. We hope you will give us another opportunity to show you our hospitality and to prove we truly value your patronage. Sincerely, General Manager
Horrible Horrible
Business response:
Sparkle, we are disappointed to read that we did not live up to your expectations, and we are truly sorry your stay was anything less than positive. We hope you will consider giving us another chance to prove we are up to the task of delivering better service and accommodations. Sincerely, General Manager
DO NOT STAY HERE! DO NOT STAY HERE!! This is one of the worst hotel experiences I've had. When I checked in I was initially given a room that was not cleaned. There were multiple towels on the bathroom floor, the bed wasn't made & there was trash on the floor. I went back downstairs & told the guy at the desk & he gave me another room. When we got to the "clean" room, as soon as I opened the door we were hit with the smell of cigarettes, although it's a 'non-smoking' room. At first we couldn't get the TV working, but it was ... read more
Business response:
Ashlie, we sincerely apologize for the service and housekeeping issues you experienced. We have procedures in place so these types of situations do not occur. Regrettably, we failed during this process and for that I am sorry. We can absolutely do better and will share your feedback with our team to ensure this is not repeated. We hope you will give us the opportunity in the future to prove that to you. Sincerely, General Manager
Very bad place Would never stay there again
Business response:
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, General Manager
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.