Ratings based on 347 Verified Reviews

2.8 out of 5
49% of guests recommend
3.0 Room cleanliness
3.2 Service & staff
2.9 Room comfort
2.8 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler

Not nice

Posted Mar 11, 2018
Check in went by the book, check in time is 3pm and staff not accepted a single minute early check in. That is ok because it is their right to do so. Despite the reservation to be done with a cheaper rate, tried to charge more and I shall prove it should be lower. The room, early morning, nearby some grass, entered a small snake that made us leave the room quickly. The breakfast area is, indeed, a grab and go, that is ok, but when passes by to grab something to the trip, surprised with the information that today we don’t have breakfast. I asked why, and answer is, we don’t have today. Not even a sorry for that. I did the reservation through Expedia and planning to open a complain with Expedia for giving me some wrong information when booked this hotel.
Comment from Hotel Management
Mar 13, 2018 by Hotel Management, Hotel Management
Carlos, please accept our apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. We want to assure you that we are taking appropriate action to avoid such problems in the future. We hope you will give us another chance to provide you with exceptional service in the near future so we can regain your confidence. Sincerely, Hotel Management
2 out of 5
by A verified traveler from Houston, Texas

Trash

Posted Mar 7, 2018
The room had holes in the carpet. The bathroom tub was disgusting and not to mention our room had roaches!! It was a terrible experience and II had 2 small children.
Comment from Hotel Management
Mar 9, 2018 by Hotel Management, Hotel Management
Thank you for your candid feedback. We sincerely apologize for the housekeeping issues you encountered which resulted in a disappointing stay. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process and for that, we truly regret the inconvenience it caused. We are working with our housekeeping team to reiterate the importance of our daily duties to make sure this isn't repeated. We hope you will give us another opportunity to provide a better experience on your next visit. Sincerely, Hotel Management
1 out of 5
by A verified traveler from Houston

Roaches in the room

Posted Mar 1, 2018
Very bad experience staying here.. wouldn’t recommend it at all to anyone!!
Comment from Hotel Management
Mar 3, 2018 by Hotel Management , Hotel Management
Craig, we apologize and regret the inconvenience caused due to the cleanliness issues you encountered in your room. We have checklists in place to inspect every suite after it has been serviced. We are working with our housekeeping and pest control teams to reiterate the importance of our daily checklists to ensure this isn't repeated. Please give us another opportunity to provide you with a better experience on your next stay. Sincerely, Hotel Management
1 out of 5
by A verified traveler from Dripping Springs, TX

Good Location

Posted Feb 28, 2018
Pros: area, proximity to restaurants.
Cons: Housekeeping
The hotel is in a good area with security which is a plus. The front desk workers are great and work hard, I actually feel bad for them. The one working when I was there was even doing the laundry because it hadn't been done by housekeeping. If everyone worked liked the front desk employees it could be a great hotel. The bed was new and very comfortable. My other experiences were terrible. The first room I was given hadn't been cleaned and the bed was completely unmade even though housekeeping said it had been cleaned. The second room, the bed had been made but the sheets didn't fit. and wasn't fully made due to that fact. Front desk again came to rescue and got me the correct sheets. The room had not been vaccumed, the counters were dirty, beer bottle behind the nightstand, the refrigerator hadn't been emptied or cleaned, the toilet and tub were dirty. I bought clorox wipes so that I could clean the room and make it smell better. We spoke to other guests who have had the same complaints.
Comment from Hotel Management
Mar 2, 2018 by Hotel Management, Hotel Management
Natalie, please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Feb 21, 2018
Zayd was extremely nice and helpful. He greeted me with a friendly smile and was a pleasure to be around!
Comment from Hotel Management
Feb 22, 2018 by Hotel Management, Hotel Management
Thank you very much for taking time to share your comments regarding your stay. We are so pleased to read that Zayd went out of their way to attend to your needs. Your review will be shared with him to acknowledge a job well done! We appreciate your kind remarks, and we look forward to seeing you the next time you are in the city. Sincerely, Hotel Management
5 out of 5
Recommended
for Everyone
by A verified traveler from williowbrook

I love staff

Posted Feb 14, 2018
I love this place I can’t remember his name but he has no he dread locks he needs to be promoted he was extremely helpful
Comment from Hotel Management
Feb 14, 2018 by Hotel Management, Hotel Management
Romond, it was a pleasure reading your review of Extended Stay America. We have an exceptional team whose top priority is making sure every guest is comfortable and satisfied, so we look forward to sharing your compliments with them. We appreciate your business and hope to have the opportunity to welcome you back soon. Sincerely, Hotel Management
3 out of 5
by A verified traveler from New Orleans, LA

Extended my stay

Posted Feb 5, 2018
After my first stay and having been given a dirty room, I was contacted via email by the general manager who stated that she would look into why the room was not clean and that she would have it cleaned. Upon returning to my room that night, it had not been touched. By then I had booked to stay until Monday, Feb 5th. I did not want to go through the hassle of awaiting to get my money back so I stayed. I spoke with the Assistant GM and she apologized and stated she would send someone to clean the room. By then I was really done and disgusted because I stayed in a room that had roaches and was not cleaned. I was not told about the facility, there were no pots to cook, dishes or silverware. I just was truly disappointed because of the brand name.
Comment from Hotel Management
Feb 7, 2018 by Hotel Management, Hotel Management
Tara, thanks for evaluating your experience at our hotel. Although you liked certain aspects of our hotel, we sincerely apologize for the cleanliness issue in your room and that your complaint wasn't actioned timely while being here. Also, we apologize for not explaining our kitchenware policy to you upon arrival. We are meeting with the concerned staff members to discuss this situation and reiterate the importance of impeccable customer service and attention to detail. Please consider a return visit so that we can provide you with a better stay on a future date. Sincerely, Hotel Management
3 out of 5
Recommended
for Personal Event
by A verified traveler

Posted Jan 31, 2018 on Hotels
Comment from Hotel Management
Feb 2, 2018 by Hotel Management , Hotel Management
Robert, thank you for staying with us and taking the time to share your rating. Our goal is to maintain the highest standards, and we apologize for falling short of this. We hope to have the opportunity to make your next visit perfect in every respect. Sincerely, Hotel Management
1 out of 5
by A verified traveler

Don’t go to this nasty place!!

Posted Jan 24, 2018 on Hotels
We had to get a room because it was New Year’s Eve and our apartment complex had no water for 2 days.. we wanted to enjoy somewhere nice and relaxing and to shower! Well when we went in.. there were roaches all over it was so gross my husband spoke to someone in the office we got a second room disgusting roaches roaches and dirty. We wanted a refund and got a paper that had no ink they just said we would get refunded. Still no refund.. my husband called and they said we had to call a customer service number they should have told us that in the beginning. So unprofessional!!!
Comment from Hotel Management
Jan 27, 2018 by Management, Hotel Management
Thank you for your valuable feedback about our hotel, as it enables us to pinpoint areas for improvement and better enhance our services. We follow the most rigorous industry standards when it comes to the cleanliness of our room, including pest control. However, our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future issues. Additionally, we apologize for the unsatisfactory service you received from our front desk team regarding your bill. Your comments have been shared with our front office manager. We hope you will give us another chance to prove ourselves and show you that we take great pride in providing wonderful service. Hotel Management
5 out of 5
Recommended
for Personal Event
by A verified traveler

Aishah

Posted Jan 20, 2018 on Hotels
Time was good biz was ok...
Comment from Hotel Management
Jan 21, 2018 by Hotel Management, Hotel Management
Aishah, thank you for staying at Extended Stay America and sharing your wonderful review. We are happy we met all your expectations and hope to have the pleasure of hosting you again when your travels bring you back this way. Sincerely, Hotel Management