Extended Stay America Select Suites - Houston - Willowbrook - HWY 249

Business response:

Dear Guest, Thank you for sharing your experience. We are very sorry to hear about the delays during your arrival and the inconvenience with your room access, as we understand how frustrating this must have been. While occasional system or training-related challenges can arise, they should never impact the ease of your stay. Please accept our sincere apologies for the inconvenience caused. Your feedback has been shared with our team to reinforce procedures and improve service efficiency. We are committed to providing a smoot... read more

Business response:

Dear Guest, We sincerely apologize for the serious concerns you experienced during your stay. Issues related to cleanliness, pests, and room conditions are unacceptable and do not reflect our standards. We also regret any confusion regarding breakfast, kitchen amenities, and ice availability, as clear communication is very important to us. Your comments have been escalated to our housekeeping and management teams. We understand how disappointing this must have been, especially during such a special time for your family. Your... read more

Business response:

Dear Gary, Thank you for taking the time to share your feedback. We regret that your expectations regarding the morning offerings were not met and sincerely apologize for the disappointment this has caused. Clear communication about available amenities is very important, and we appreciate you bringing this to our attention so we can improve how this information is shared. Your comments are valuable to our ongoing efforts to enhance the guest experience. We hope you will consider returning in the future for a more satisfying ... read more

Business response:

Dear Guest, We’re very sorry to hear about your upsetting experience and understand how distressing this must have been. Cleanliness and guest comfort are always top priorities, and we sincerely regret that your visit did not reflect those standards. Your comments have been shared with our leadership team so the matter can be thoroughly reviewed and addressed to ensure this situation does not recur. We take this feedback seriously and appreciate you bringing it to our attention. We hope to have the opportunity to restore you... read more

Business response:

Dear Jacinto, We’re sorry to hear that your stay did not meet expectations. We regret that the overall cleanliness of the property and the service you received were not up to our usual standards. Your feedback has been shared with our team to ensure immediate attention and improvement. We truly appreciate your comments and hope you’ll allow us another opportunity to provide a more pleasant and attentive experience. Sincerely, Hotel Management 

Business response:

Dear Edsel, We’re very sorry to hear about the unpleasant experience you had during your stay. We regret that the condition of your room and the difficulty in reaching our team caused frustration. Your comments have been shared with the appropriate teams to ensure prompt attention to cleanliness and communication concerns. We understand how disappointing this must have been and appreciate your feedback, as it helps us improve. We hope you will allow us the opportunity to welcome you back in the future for a more seamless and... read more

Business response:

Dear Jacqueline, Thank you for updating your thoughts. We regret that your interactions with our team did not feel genuine and left you with such disappointment. It is never our intention for a guest to feel misled, and we take your feedback seriously as it highlights the importance of authentic care and professionalism at all times. We apologize for the unfavorable impression this created and appreciate you bringing it to our attention. Sincerely, Hotel Management