Extended Stay America - Houston - Westchase - Westheimer

Business response:

Dear Amber, We are disheartened to see your comment as this is far from what we want our guests to experience. Our promise to our guests includes a commitment to providing a clean and well-maintained environment, and we are very sorry that did not happen when you were here. We are committed to providing each guest with a seamless, outstanding stay, so we hope you will revisit so we can show you the experience you deserve. Sincerely, Hotel Management 

Business response:

Dear Destenee, Thank you for your feedback. We understand our guests have multiple hotel choices, so our mission is to provide clean, comfortable suites at an affordable price so guests will want to return again and again. We are sorry to disappoint you with the cleanliness of the hotel, which is unacceptable and not representative of our quality standards. We will address this with our staff and reiterate the importance of impeccable customer service and attention to detail. We invite you back to experience the stay you exp... read more

Business response:

Dear Mark, We regret that we couldn't give you a better impression from the moment you checked in, and we apologize for any frustration this undoubtedly caused. We wish we could have had the opportunity to address your concerns while you were still here, and we're sorry you had to cancel with us. Nothing is more important than ensuring our guests have a comfortable and relaxing stay, so we are sorry we could not make this happen for you. We hope this unfortunate situation will not prevent you from staying with us again. Sinc... read more

Business response:

Dear Subash, thank you for your feedback regarding your stay with us. We appreciate reading about the items we do well and the areas we can improve. We regret that you were unsatisfied with some areas during your stay with us. Please accept our most sincere apology for the inconvenience you experienced. We will be sure to follow up with the departments mentioned to reinforce our high standards. Thank you once more for your review and for allowing us the opportunity to improve. We hope to welcome you again in the future. Sinc... read more

Business response:

Dear Taylor, first of all, we apologize for the behavior of our associate and thank you for informing us of this incident. We understand your disappointment, and your feedback is being reviewed with the team member to see what went wrong. The security and safety of our guests are of utmost importance, and it is concerning for us to read your comments about theft at our property. Please be assured that we are doing everything possible to examine this matter and resolve it as soon as possible. If we may be of any further assis... read more

Business response:

Dear Kiandra, please accept our apologies for not meeting your expectations during your visit. We want to reassure you we do everything possible to discourage the entrance of outside insects mentioned. Our pest control provider does service our hotel on a routine basis. However, we will address this with them to guarantee any future issues. We regret the frustrations you experienced, and we are very grateful for your patience. Thank you for choosing us and for taking the time to leave your feedback. We hope you will consider... read more

Business response:

Dear Harvey, thank you for taking the time to review your stay with us. We are concerned about your experience and have immediately brought this to the attention of our concerned team for review and action. Our staff's top priority is to provide a home-like environment for our guests, and we are sorry that did not happen during your stay. We are also sad that you did not thoroughly enjoy our complimentary breakfast. We will certainly follow up with our food and beverage team to see where we can do better. Thank you for your ... read more

Business response:

Robin, thank you for evaluating your recent stay with us. We regret not meeting your expectations and apologize for the cleanliness issues you experienced. We will address this with our housekeeping team and take steps to ensure we are more diligent going forward. We will also share your comments with our team regarding the unpleasant experience you had with one of our associates, and rest assured, we will take the necessary actions to elevate our service levels. On a positive note, we are happy our location worked well for ... read more