Extended Stay America - Houston - Sugar Land

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 

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 

Business response:

Dear Martin,We’re sorry that your stay did not meet expectations. Our goal is to provide a comfortable and welcoming environment for all guests, and it’s disappointing to know we fell short. We take guest concerns seriously and will share your feedback with our team to ensure improvements are made. Ensuring the comfort and satisfaction of our guests is our unwavering commitment. We would welcome the chance to demonstrate our dedication to exceptional experiences on your next visit to the area.Sincerely,Hotel Management 

Business response:

Dear Mary,We’re sorry you didn’t feel treated with the respect and kindness you deserve. That is never our intention, and we deeply regret if anything came across that way. We value all our guests and aim to always provide respectful and welcoming service. Your feedback is important to us, and we will work to ensure that every guest experience is positive and courteous. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again.Sincerely,Hotel Management 

Business response:

Dear Javier,We sincerely apologize for the issues you encountered during your stay. Cleanliness is one of our top priorities, and it's concerning that both the room and bathroom did not meet your expectations. Your feedback is valuable, and we will address this with our housekeeping team to ensure these issues are corrected. Please accept our apologies, and we hope you will give us another chance to provide you with a better experience.Sincerely,Hotel Management