Extended Stay America - Houston - Sugar Land

Business response:

Dear Brenda,We sincerely apologize for the discomfort caused during your stay. The condition of the linens, room fixtures, and amenities does not reflect the standards we strive to maintain. We understand how frustrating it must have been to deal with these inconveniences, especially during the colder months. Rest assured, your concerns will be addressed with our team to ensure a better experience for all future guests. Thank you again for your feedback, as it helps us improve the experience for all of our guests. We hope we... read more

Business response:

Dear Guest,Thank you for sharing your thoughts. We're glad to know your stay was relaxing and comfortable. While there's always room to enhance the experience, we're grateful for the opportunity to have hosted you. We hope to have the chance to welcome you back so we can provide you with the flawless experience you deserve.Sincerely,Hotel Management 

Business response:

Dear Leslie, Thank you for sharing your feedback. We regret that your stay did not meet expectations. We have noted the issues you mentioned regarding the property’s condition and are taking steps to address them immediately. We are focused on enhancing our guest services with thoughtful and seamless hospitality. We hope you will return and stay with us again.Sincerely,Hotel Management 

Business response:

Dear Mauricio, Thank you for sharing your feedback. We sincerely want to apologize for the issues you encountered during your stay. What you’ve described is not the experience we aim to provide, and we regret that we fell short in so many areas during your visit. The cleanliness concerns you mentioned are unacceptable, and we are addressing this with our housekeeping team to ensure all rooms meet the highest standards. Additionally, we are investigating the noise issues to prevent future disturbances for our guests. Please c... read more

Business response:

Dear Patricia, Thank you for choosing us. Providing a clean and comfortable hotel experience is always our motto. However, we are sorry for the oversight by our housekeeping staff and the condition of the room during your recent stay. It is disappointing to learn that your experience did not meet our high standards. Your feedback has already been shared with our staff. Further, regarding the refund, allow us to discuss it with the team. Unfortunately, all the reservations and refunds made through online sites are handled by ... read more

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