Extended Stay America - Houston - Sugar Land

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

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