Extended Stay America - Houston - The Woodlands

Business response:

Dear Alexandra, thank you for providing candid feedback about your stay. We apologize for the mix-up with your room and the inconvenience this caused you. Our goal is to provide exceptional service to our guests; therefore, we are sorry this was not your experience. We will address this appropriately to be more consistent in our service delivery. We hope we have the opportunity to make it up to you on a future visit. Thank you again. Sincerely, Hotel Management 

Business response:

Becky, thank you for being our guest and taking the time to share your review. Please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially with the cleanliness of our guest rooms, as this is an essential priority. We will address this matter with our housekeeping associates to ensure that it does not happen again. If you should have any concerns during a future visit, please feel free to reach out to our front desk. We always want to resolve any issues ... read more

Business response:

Trenette, thank you for evaluating your stay. We sincerely apologize for any service issues you faced while here and the frustration you felt. We assure you this is not normal for us, and we will work with our front desk staff to ensure we better serve our guests. We are also sorry for the cleanliness issues you encountered in your suite. Please be assured we will address this with our housekeeping team to ensure this is not repeated. We also want to mention that we are a non-smoking hotel, but on a rare occasion, we have vi... read more

Business response:

Rosie, thank you for taking the time to share your feedback. We regret not meeting your expectations and are sorry for the maintenance issues that inconvenienced you. We apologize for this, and rest assured, we will share your comments with our engineering team and make sure we prevent such reoccurrences. We hope you will consider this as an isolated incident and allow us the opportunity to welcome you back. Sincerely, Hotel Management 

Business response:

Kimberlee, thank you for sharing your review. We apologize that we did not have any available rooms when you arrived at our hotel. We also regret learning that our front desk staff member was not available during the time mentioned. Please accept our sincere apologies for any inconvenience or frustration this may have caused you. We will look into what transpired so this lapse in service is not repeated. We are terribly sorry for this inconvenience and hope you will choose to book a room with us in the future. Sincerely, Hot... read more

Business response:

Beverly, thank you for reviewing your experience. We sincerely apologize for the situation you described. You are absolutely correct to expect a comfortable and bug-free environment when staying with us. Although we have regular pest control service at our hotel, we have informed them of an immediate visit to address the issue quickly. Thank you for bringing this to our attention. We hope you will give us another opportunity to provide you with a better experience. Sincerely, Hotel Management