Extended Stay America - Houston - Sugar Land

Business response:

Dear Joshua, Thank you for staying with us and sharing your concerns. Please accept our apologies for the issues you encountered in your room. Regarding insects, please know we do everything possible to discourage the entrance of outside insects. Our pest control provider does service our hotel on a routine basis. However, we will address this with them to prevent any future issues. We regret the frustrations you experienced, and we are very grateful for your patience. Thank you again; we hope you will give us a second chanc... read more

Business response:

Dear Michael, We appreciate your feedback and 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. We have taken note of your feedback for immediate improvement. Considering this a rare incident, please return, and we will ensure a better experience for your next visit.Sincer... read more

Business response:

Dear Bill, Thank you for your feedback. We are sorry to learn that your stay didn’t fully meet your expectations. While we are glad the cleanliness of the sheets met your standards, we regret that other aspects, such as the absence of shampoo, fell short. Your input is valuable as we continue to improve our offerings. Our front desk team is always here to help you; never hesitate to reach out to them. Please feel free to reach out directly during future stays, and we will ensure a more comfortable experience.Sincerely,Hotel ... read more

Business response:

Dear Juan, It is disappointing to read your comments about your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests. We can assure you that what you experienced is not acceptable by our standards, and we will address each of your concerns as we are committed to providing every guest with a wonderful experience. Thank you again for your feedback, as it will help us improve the experience for future guests. We truly appreciate your feedback.Sincerely,Hotel Management 

Business response:

Dear Guest, We completely understand how the events you experienced detracted from your stay and made it less relaxing and seamless. Our goal is to create exceptional and memorable experiences for every guest, so we sincerely apologize that we fell short in your case. We can assure you that what you experienced is not acceptable by our standards, and we will address each of your concerns as we are committed to providing every guest with a wonderful experience. We genuinely hope you will consider giving us another chance in t... read more

Business response:

Dear Guest, Thank you for taking the time to share your experience. While we’re pleased to hear that our front desk team provided excellent service, we apologize for the condition of your room. Your comments about the bathroom, appliances, and overall upkeep highlight areas needing improvement, and we are addressing these concerns with our maintenance team. Guest comfort is important to us, and we appreciate your feedback as it guides us in making necessary updates.Sincerely,Hotel Management 

Business response:

Dear Beverly, Thank you for your feedback. We regret any confusion regarding breakfast offerings and understand how this impacted your stay. Our goal is to provide transparent information about our amenities, and we apologize if this was not communicated effectively. We offer a Grab and Go Breakfast to ensure our guests have a convenient start to their day. Your feedback is valuable, and we appreciate you bringing this to our attention.Sincerely,Hotel Management