Extended Stay America - Houston - The Woodlands

Business response:

Richard, thank you for choosing our hotel for your stay. We were disheartened to see the rating and sincerely apologize for not living up to your expectations. Your feedback is appreciated, and we will be sure our front desk communicates our policy more clearly going forward. We do hope you will stay with us another time so we can provide you with a much more enjoyable experience. Sincerely, Hotel Management 

Business response:

Thank you for sharing your thoughts. We are glad you liked our front desk associates and the comfort of your bed, but we regret the inconvenience caused due to the odor issue in your room. We have strict policies where we prohibit smoking, so we appreciate you bringing this to our attention as we can address it appropriately. We hope the positive aspects of your stay will help you choose us again on your next trip to our area. Sincerely, Hotel Management 

Business response:

Thank you for choosing Extended Stay America while you were here for the business trip. The needs of our guests are indeed our top priority, and we are glad this is apparent in the quality of service you received. It was a pleasure hosting you, and we hope to do so again the next time you are in the area. Sincerely, Hotel Management 

Business response:

Linda, thank you for taking the time to share your warm feedback regarding your stay at Extended Stay America. Your compliments were a pleasure to read, and we are delighted that our associates helped to make your stay extraordinary. We will share your gracious remarks with our front desk team. Thank you again, and we look forward to welcoming you back very soon. Sincerely, Hotel Management 

Business response:

Jaime, thank you for being our guest. You are correct to expect a comfortable, clean, and bug-free environment when staying with us. Our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent any future issues. Everything we do is aimed at providing you with an excellent hotel experience. We would like to regain your trust, and we hope you will give us that chance in the future. Sincerely, Hotel Management 

Business response:

Thank you for your review of your recent visit. We apologize for the housekeeping service issues you experienced. We will share your feedback with the appropriate team so that they are more diligent going forward. We are also sorry you were unable to take advantage of your grab-and-go breakfast. We are reviewing this situation with our staff to ensure these items are always well-stocked. We value your comments and hope you will return so we can make it up to you. Sincerely, Hotel Management