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 |
Filthy Everything about it was filthy no human staff after certain hours horrible experience
Business response:
Dear Guest, It is disappointing to learn that your experience did not meet our high standards; therefore, please accept our sincerest apologies for our hotel not meeting your expectations. We take cleanliness concerns very seriously and will ensure that such oversights are not repeated. Your patience during your stay is much appreciated. We hope to have the privilege of hosting you again in the future, providing you with a flawless and memorable experience that reflects our commitment to excellence.Sincerely,Hotel Management
The staff was very kind. Other than their good attention, not much to write about this property. Property was dirty and rooms had a foul smell.
Business response:
Dear Guest,We’re grateful our team made you feel welcome with their kind and attentive service. That said, we regret that the overall condition of the property and the odor in the room left such a disappointing impression. Cleanliness and comfort are priorities we take seriously, and your comments will be shared with our housekeeping team to address these concerns directly. While we’re glad the staff stood out positively, we understand the stay didn’t meet expectations and appreciate the opportunity to improve moving forward... read more
Dirty, smelly
Business response:
Dear Guest, Thank you for staying with us and for taking the time to leave your comments. Please accept our apologies if our hotel was not spotless. Our housekeeping staff works hard; therefore, we regret not catching the concerns you described. We have shared your remarks and will use them as an opportunity to improve our guest experience. We hope you will revisit the next time you are in the area to show you our commitment to exceptional hospitality. Sincerely,Hotel Management
This was the worst hotel I’ve ever stayed in. It was dirty, the toilet did not flush, I called twice about that to the front desk. We were given one towel for 2 people. The shower sprayed everywhere. I’d like my money refunded.
Business response:
Dear Guest,We’re sorry for the condition of your room and the lack of response from our team. We also understand how frustrating it must have been to deal with a plumbing issue that was not resolved. Your concerns will be reviewed with our team to ensure follow-through and better preparation of guest rooms moving forward. We regret that your visit left you feeling disappointed, and we appreciate you bringing these matters to our attention. Your feedback is invaluable, and we are dedicated to providing you with the exceptiona... read more
Me and my kids been at this hotel checked in since March 11 and we haven’t had our room cleaned yet. I guess when you’re on a certain day they only clean the room once every two weeks you have to buy extra towels every week or every day as needed, there’s dog poop on every piece of the grass out here from the guest just letting their dogs poop everywhere. The staff is very nice, but some stuff is out of their hands. I’ve never seen an extended. Stay do what they’re doing so I’m not sure if this happens at every other locatio... read more
Business response:
Dear Guest,We appreciate you taking the time to share your experience and recognize our staff’s kindness. We understand how frustrating it can be to go so long without a room cleaning and to have to purchase extra towels. While the housekeeping schedule may vary by room type, we always want guests to feel comfortable and well cared for during their stay. The outdoor conditions you mentioned are certainly not the experience we want for our guests, and we will ensure the appropriate steps are taken to address these concerns. T... read more
the pictures look way different. the motel was super old and dirty. there were roaches everywhere. I didn’t even want to take a shower for the night.
Business response:
Dear kc vasquez, We sincerely apologize that your stay did not meet expectations. It's disappointing that the property's condition did not align with what you anticipated. Cleanliness and comfort are important, and we regret that you encountered issues that made you uncomfortable. Your concerns will be shared with our team to ensure improvements are made. We appreciate your feedback and regret not providing the experience you deserved. We would like the opportunity to serve you better in the future and hope you will consider... read more
The lobby closed at 10 and they didn’t say anything about it.
Business response:
Dear Trenita, We apologize for any inconvenience caused by the lobby closing earlier than expected. Clear communication is important, and we regret that this detail wasn’t mentioned beforehand. We appreciate your feedback and will work on ensuring guests are better informed about our lobby hours. Thank you for sharing your experience. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again. Sincerely, Hotel Management
Very disappointed
Business response:
Dear Jazbell, Thank you for being our guest and for your valuable feedback. Please accept our apologies for your experience at our hotel. Our goal is to provide every guest with an exceptional stay, and we are sorry this was not your experience. We hope you will give us another chance to provide 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 2,765 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.