Extended Stay America - Houston - Sugar Land

Business response:

Dear Jessica, We sincerely apologize for the condition you encountered during your visit. Situations like this are far from what guests should expect, and it's troubling to know cleanliness and service fell so short. The concerns you raised will be reviewed by our team to make the necessary changes. Thank you for bringing these matters to our attention. We are committed to continually improving and going above and beyond to exceed our guests' expectations. Your review is invaluable to us, and we extend our heartfelt thanks f... read more

Business response:

Dear Elizabeth, Please accept our sincerest apologies for the distress and inconvenience you encountered. What you described is unusual, and we deeply regret that you were left without assistance after your reservation and were not able to get a room. We understand how frustrating and exhausting it must have been to spend hours trying to resolve the situation. We take this matter very seriously and ask that you give us some time to investigate this matter. You have our assurance that we will address this appropriately. We va... read more

Business response:

Dear Guest, Thank you for taking the time to share these concerns. We sincerely apologize for the experience you described and understand how upsetting this must have been after a long trip. What you encountered does not reflect the standards we aim to uphold, and we understand your frustration. Your feedback will be shared directly with our team so we can address each of the issues mentioned. Situations like this deserve serious attention, and we’re committed to preventing similar experiences in the future. We greatly appre... read more

Business response:

Dear Guest, We’re sorry for the inconvenience you experienced during your stay. A bathroom that isn’t adequately prepared, along with the lack of available guest amenities, can significantly diminish comfort. These concerns will be shared with our team so we can enhance the quality of both our housekeeping efforts and the services we offer. We appreciate your feedback and the chance to do better moving forward. We hope to have the chance to welcome you back so we can provide you with the flawless experience you deserve. Sinc... read more

Business response:

Dear Guest, We're sorry to hear about the unsettling experience you encountered upon arrival. No guest should ever be placed in a situation that raises concerns for their well-being. Your comments have been taken seriously and will be shared with our dedicated team. We will review the incident thoroughly and take all necessary steps to address the situation involving your reservation. Thank you for bringing this to our attention. We regret that your experience began this way and appreciate the opportunity to make it right. W... read more

Business response:

Dear Guest, We're very sorry the room condition was unacceptable and left you with such a negative impression. We understand how upsetting that must have been. Your comments are being taken seriously, and our team will address the concerns you raised to prevent this from happening again. We appreciate you bringing it to our attention. We are committed to continually improving and going above and beyond to exceed our guests' expectations. Your review is invaluable to us, and we extend our heartfelt thanks for your feedback. S... read more

Business response:

Dear Guest, We’re very sorry you encountered such an unpleasant situation. We understand how upsetting that must have been. Pest control measures are in place, but we recognize that more needs to be done, and we’re addressing it with our team. We regret that your experience was so disappointing and appreciate the opportunity to correct these concerns. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again. Sincerely, Hotel Management