This profile has been claimed by the business owner or representative.
Extended Stay America - Houston - Sugar Land
- Hotels
- Sugar Land, TX
About this business
Location details
13420 Southwest Fwy., Sugar Land, TX, 77478, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Shower was cracked, frig dirty on the outside, TV didn’t work and was not even plugged in, cord missing. Nearby parking did not feel safe.
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
One terrible experience. Let's go through it: 1) 27 minute wait upon our check in time for night shift to unlock door to get in check in 2) at check in, informed about false advertisement and that from Hotels.com that room has breakfast included. There is no breakfast anymore 3) none of the doors worked with room key when I went to get bags. Was locked out another 19 minutes. Now it is already 1 am 4) room had no coffee maker 5) woke up for business meetings by 6.15.... roaches in bathtub (YUCK) 6) showered - had someones ha... read more
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
needs to be renovated bad Front desk man was amazing, kind and supportive but the room was just not it. Some weird mold like black spots on the ceiling of the bathroom, no metal on stove tops so you can’t heat anything up, fridge was all dented and hints of orange like no one cleaned it, drawers in the kitchen didn’t even have a border so you could see into every drawer without opening it.
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
No free breakfast - false advertising
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
We booked this hotel because we needed a kitchen, but it wasn't stocked with anything. The microwave is so old and small. The renovations done in the room were very sloppy. The room wasn't clean.
Never Again Room had a stench the quote pullout bed we did not used it had no sheet it was dirty yellow with roach droppings roaches microwave disgusting refrigerator nasty bathroom was just as bad as everything else pool was closed not sure how this place is running but when you don’t have lots of money they give you trash.i work hard for my money to be able to go back to hometown and this what we get unbelievable FYI how dirty and filthy these rooms are shows what type of employees in housekeeping probably keep they home d... read more
Business response:
Dear Jessie,We sincerely apologize for the cleanliness issues you encountered during your stay. Please know that we take these concerns seriously, and we are sorry that our standards were not upheld during your visit. This will be addressed with our housekeeping immediately, and corrective action will be taken to ensure our hotel meets the high standards our guests deserve. We also offer other amenities and complimentary linen exchange service at the front desk. We truly hope this unfortunate situation will not prevent you f... read more
Nothing they provide nothing that was stated in add I have been here a week and rooms haven’t been cleaned by staff no free breakfast rooms smelled old renovations being done wasn’t anything I expected
Business response:
Dear Paula,Thank you for reviewing our hotel. We sincerely apologize for any inconvenience you experienced during your stay. Our top priority is to provide a clean and fresh environment for all our guests, and we regret that we fell short of meeting your expectations. We are also sorry you were disappointed with the breakfast items we served. Your comment is valuable to us, and we will address this with our team to ensure that we offer a more satisfying experience for all our guests. We appreciate your understanding and hope... read more
disgusting hotel was dirty, room was dirty, towels had other people's hair on it, cockroaches in the room.
Business response:
Dear Emily,Thank you for sharing your feedback about your recent stay. We sincerely apologize for not meeting your expectations. Please know that we take the cleanliness issue seriously, and we are sorry that our standards were not upheld during your visit. This will be addressed immediately, and corrective action will be taken to ensure our hotel meets the high standards our guests deserve. We are committed to providing outstanding service, and we hope you will give us another opportunity to show you our dedication.Sincerel... read more
Frequently asked questions about Extended Stay America - Houston - Sugar Land
How is Extended Stay America - Houston - Sugar Land rated?
Extended Stay America - Houston - Sugar Land has a 2.9 star rating with 2,803 reviews.
When is Extended Stay America - Houston - Sugar Land open?
Extended Stay America - Houston - Sugar Land is open now. It will close tomorrow at 12:00 a.m.