Extended Stay America - Houston - Sugar Land

Business response:

Dear T, We always want our guests to leave with a favorable impression of our hotel; therefore, we truly apologize for not meeting your expectations. We are sorry for the inconvenience you encountered with the room reservation and the billing issues. We completely understand the frustration you must have experienced and would assure you this will be looked into and addressed. Your patience and understanding during this time would be greatly appreciated as we review the charges. Please revisit us for a better experience.Since... read more

Business response:

Dear Umair, Thank you for your review of our hotel. We appreciate learning the things that could amplify your stay. We apologize for any inconvenience our lack of room service option caused. Our front desk is always here to assist you. We hope to see you again on your next visit to the city.Sincerely,Hotel Management 

Business response:

Dear Alalibo, Thank you for being our guest. Please accept our apologies for any discomfort caused. We have taken note of your observations regarding the need to update and renovate, and we are currently having the same conversation with our brand leaders. In the meantime, our staff is committed to keeping our property clean, fresh, and up-to-date throughout our hotel. Thank you again for sharing your sincere remarks, and we hope to have the opportunity to welcome you back soon! Sincerely,Hotel Management 

Business response:

Dear Berlain, Thank you for taking the time to share feedback about your recent stay. In light of the issues you faced, we are deeply sorry and extend our apologies for the frustrations you encountered while with us. We value our guest's feedback and are grateful for comments that can help us identify areas where we may need additional attention. We will address this appropriately, and we hope you will revisit and allow us to give you the outstanding experience that we are known for providing.Sincerely,Hotel Management 

Business response:

Dear Joe, Thank you for your recent stay with us and for taking the time to post your review. We sincerely apologize for the service and housekeeping issues you experienced. We have procedures in place so these situations do not occur. Therefore, we are very disappointed that we did not meet these expectations. We can absolutely do better, and we hope you will allow us to prove that to you in the future. Sincerely,Hotel Management 

Business response:

Dear Guest, Thank you for choosing us and sharing your comments. We apologize for not providing you with a good hotel experience. It is very understandable how these events detracted from a relaxing and seamless visit. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. Our concerned team is already at work t... read more

Business response:

Dear Grace, Thank you for being our guest with your family. It is nice knowing you were pleased with the quick check-in process and found the front desk team accommodating. However, we want to offer our sincere apologies for the cleanliness and condition of your room. This falls well below the high standard of service we aim to provide, and we take your concerns seriously. Rest assured, we will address these issues with our housekeeping and pest control team to prevent their recurrence. Considering this a rare incident, plea... read more