Extended Stay America - Houston - Sugar Land

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 

Business response:

Dear Hafiz,We're sorry to learn that your experience did not meet expectations this time. We strive to provide consistent quality and comfort for all our guests, so it’s disappointing to know we fell short during your visit. Please know that your feedback is taken seriously and will be used to make improvements. Thank you again for your feedback. We hope you will reconsider and give us an opportunity to provide you with the hospitality you deserve in the near future.Sincerely,Hotel Management 

Business response:

Dear Lynette,Thank you for sharing your feedback on Extended Stay America. It is concerning to learn about the challenges you encountered, and we sincerely regret the inconvenience caused. Cleanliness and properly maintained amenities are vital, and the concerns you raised, including the tub, appliances, and room features, will be thoroughly reviewed to ensure necessary improvements. Your input is invaluable in helping us enhance the guest experience. We look forward to the opportunity to provide you with a much improved and... read more

Business response:

Dear Briana,We appreciate you acknowledging the cleanliness of the property, as we take pride in maintaining a welcoming environment for all our guests. We understand that the age of the hotel and the odor may not have met your expectations, and we will be looking into these areas for improvement. We also value your feedback regarding the comfort of the beds and will work to address this with our team. Thank you again for your feedback, as it helps us improve the experience for all of our guests. We hope we have the opportun... read more