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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 |
sink and bathtub cracked. no shower curtain
Business response:
Dear Choe Yam, Thank you for choosing us and sharing your feedback. We sincerely apologize for the maintenance issues in your suite. Our guests deserve a clean, well-maintained, and comfortable suite and the best service while staying with us. Therefore, we hope you will accept our apologies that this was not your experience. We would love another opportunity to show you the great visit that you deserve. Take care, and thank you for this valuable feedback. Sincerely,Hotel Management
There were so many roaches in this place. They never had towels ready when we needed them. No dishes for us to use. Understaffed. The entire place needed to be updated. Broken dirty pull out couches. Do not waste your money and stay here. Definitely the worst place I’ve ever stayed.
Business response:
Dear Doretha, Please accept our apologies for the disappointing experience you had with us, as this is far from what we want our guests to experience. We want every guest who stays with us to have a fulfilling experience and to depart with a lasting favorable impression; however, we sincerely apologize that this was not your experience. Your concerns will be shared with the appropriate individuals to address them promptly and ensure our guests receive the best experience they deserve. We hope you will stay with us again for ... read more
The staff was great. Property has roaches and smells awful. In need of full renovation.
Business response:
Dear Celia, Thank you for taking the time to provide feedback about your recent experience at our property. We appreciate your kind words about our staff and apologize for any inconvenience you may have encountered during your stay. We take all feedback seriously and strive to improve our services continuously. We understand the importance of maintaining a clean and comfortable environment for our guests. Our pest control provider does service our hotel on a routine basis. However, we will address this with them to ensure th... read more
No available towels at one point. My family and I had 4 rooms and 3 had either live or dead roaches. One of our rooms had a constant water leak from the a/c. Several areas had a bad smell. My room key stopped working on several outside doors. One day the breakfast was put away 20 mins early leaving one of our family members not able to get any.
Business response:
Dear Ronnie, Thank you for staying with us and sharing your review. Please accept our apologies, as we never mean to disappoint our guests in any way. We always aim to provide every guest with the excellent experience expected of us. However, we are genuinely sorry to learn that this was not your case, and we understand your frustration regarding the issues you described. We assure you that what you and your family experienced is unacceptable by our standards, and we will address this with the concerned team for improvement.... read more
Upon arriving at the property we checked in and went to our room, as we got into our room our door handle fell off. The side door exits and entries wouldn’t read our keycards a majority of the time, and they charged my partners card a extra $72 while we were still in the hotel. When inquired about it they shifted blame else where when it was their business that pulled the funds. Upon sending an email complaint about that issue there was no response. I would not recommend this hotel to anyone.
Business response:
Dear Symantha, We sincerely apologize for the maintenance issues in your suite. We have a duty to follow the processes in place to ensure each guest suite is well maintained. Additionally, we have a responsibility to place a suite in an out-of-order status when it does not meet our standards. Our guests deserve a clean, well-maintained, and comfortable suite while staying with us. Therefore, we hope you will accept our apologies that this was not your experience. Please reach out to us if you wish to discuss this further. Si... read more
The toilet are broken no water I want my money back
Business response:
Dear Hoang, We appreciate your choice to stay with us, and thank you for taking the time to leave a review. Our goal is to ensure every guest has a memorable and enjoyable experience. We apologize that we fell short of meeting your expectations. Your feedback allows us the opportunity to improve our guest experience continuously, and we will look into this further. If we may be of any further assistance, please reach out to us directly at the hotel. We hope you will give us another chance to exceed your expectations on your ... read more
Toilet no water I was so disappointed I want my money back
Business response:
Dear Hoang, Thank you for choosing our brand. Please accept our apologies for your experience with us and allow us to rectify and improve. You are our valued guest, and we will do whatever possible to regain your trust. Our housekeeping team is working to review the room and check the missed areas. We hope this unfortunate situation will not prevent you from returning. Please give us another opportunity to make your next stay worthwhile.Sincerely,Hotel Management
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.