Property amenity

Reviews of Extended Stay America Suites Houston Galleria Westheimer

2.5 out of 5

Reviews

6.6
Rating 10 - Excellent. 255 out of 1001 reviews" "
Rating 8 - Good. 224 out of 1001 reviews" "
Rating 6 - Okay. 187 out of 1001 reviews" "
Rating 4 - Poor. 142 out of 1001 reviews" "
Rating 2 - Terrible. 193 out of 1001 reviews" "

6.8/10

Cleanliness

7.4/10

Staff & service

6.0/10

Amenities

6.4/10

Property conditions & facilities

6.8/10

Eco-friendliness

Reviews

2/10 Terrible

Elly

Business traveler
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
There was a fire on my floor and the staff did nothing. Provided no guidance or instructions to help ppl evacuate. The alarms started going off just after midnight, there was smoke in the hallway and when I was evacuating the building to wait outside I saw staff in the lobby telling ppl they didn’t know what to do. It took the fire department arriving to have any order or organization. Completely inconsiderate and unsafe. I did not return to my room because of this incident. I was not refunded. Aside from that there were also awful stains on the carpeting and the sink and bath were both chipped so much that I worried about getting cut on it.
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 15, 2024
Dear Elly, Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed.Sincerely,Hotel Management

6/10 Okay

Robert

Stayed 1 night in Feb 2024

2/10 Terrible

Cynthia

Traveled with family
The shower had purple stains all over the tub and floor, it smell dirty in there. Outside was infested with smokers, not a good place for non smokers
Stayed 1 night in Feb 2024
Response from Hotel Management on Feb 22, 2024
Dear Cynthia, Thank you for being our guest. We are a non-smoking hotel, yet we provide designated smoking areas for guests outside the building. Your feedback is important to us as we make every effort to accommodate the needs of all our guests. Thank you again for taking the time to write about your stay; we look forward to your return visit.Sincerely,Hotel Management

8/10 Good

Mary Vernelle

Liked: Staff & service
Stayed 3 nights in Feb 2024

2/10 Terrible

Ryan

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024

8/10 Good

Kathryn

Stayed 1 night in Jan 2024

4/10 Poor

Dennis

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Property did not feel too safe and faucet in bathtub was continually running and would not turn off. Lots of damage and deferred maintenance in the room. Would not stay here with all the other options in the area/Galleria.
Stayed 1 night in Jan 2024
Response from Hotel Management on Jan 14, 2024
Dear Dennis, Thank you for reviewing our hotel. We believe every guest who walks through our doors deserves a comfortable and well-maintained property that feels like a home away from home while traveling. Therefore, we are genuinely sorry to learn that this was not your experience, and we understand your frustration regarding the various issues you described. Still, please know that we are actively working to improve our services and prevent similar situations from occurring in the future. Thank you again for sharing your feedback, and we hope to have the chance to welcome you back in the future to show you the exceptional hospitality you deserve.Sincerely,Hotel Management

8/10 Good

Ramona

Traveled with group
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

S

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Maybe they could leave the coffee and muffins out till 10:00? It’s nice they still have them from 6:00 till 9:30!
Stayed 1 night in Nov 2023
Response from Hotel Management on Nov 26, 2023
Dear S, We are delighted you had a terrific stay at Extended Stay America. Thank you for highlighting your excellent breakfast experience, most notably the availability of the timings. Your feedback is noted, and we will address it appropriately. We hope you will revisit us soon. Safe Travels!Sincerely, Hotel Management

10/10 Excellent

Elbert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The Weekend
I enjoyed it.
Stayed 2 nights in Nov 2023

10/10 Excellent

Elizabeth Ann

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Inlike that I was able to rest and not get disturbed
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 25, 2023
Dear Elizabeth Ann, Thank you so much for your outstanding review. We are glad that everything went well during your stay and that you had a memorable experience. Thank you for including Extended Stay America in your travel plans, and we hope to welcome you back to our location any time you are in the area.Sincerely,Hotel Management

10/10 Excellent

William

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great spot
Great service and attention from staff. Room was clean and AC was cold. Water temp and pressure was perfect. Accomodated my late checkout and would stay here again.
Stayed 1 night in Oct 2023

2/10 Terrible

Cindy

Disliked: Cleanliness, amenities, property conditions & facilities
I chose this place for a little staycation however it smelled like smoke everywhere I went even though there were non smoking signs everywhere. The floor was sticky and the lights in my room weren’t working.
Stayed 2 nights in Oct 2023
Response from Hotel Management on Oct 17, 2023
Dear Cindy, We apologize for the inconvenience you experienced during your stay. We take your feedback seriously and understand the importance of a comfortable environment. Your comments regarding the smell, cleanliness, and lighting issues will be addressed to ensure a better experience for our future guests. We appreciate your input, and we hope you consider giving us another chance in the future. Your comfort and satisfaction are important to us, and we'll work to improve. Thank you for sharing your concerns.Sincerely,Hotel Management

4/10 Poor

NEBOJSA

Business traveler
Disliked: Property conditions & facilities, room comfort
Smell of weed / breakfast
We stayed one week at this hotel and you can smell weed all day in elevator and hallway. Hotel need full renovation. Be careful it say breakfast included but ist only cofe and small muffins.
Stayed 5 nights in Oct 2023
Response from Hotel Management on Oct 11, 2023
Dear NEBOJSA, Thank you for sharing your review. We apologize for the concerns you experienced during your stay. We remain committed to clean and impeccably maintained accommodations and have taken notes for future plans. Moreover, we are sorry our complimentary breakfast did not meet your expectations. Your comments about breakfast selections will be shared appropriately, as we always want to know what would enhance our guest experience. Thank you for sharing your valuable insights, and we look forward to hosting you again whenever your travels bring you this way.Sincerely,Hotel Management

10/10 Excellent

Elizabeth Ann

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was quiet and clean
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 7, 2023
Dear Elizabeth Ann, Thank you for posting your feedback and sharing it with fellow travelers. It is nice to read that you thoroughly enjoyed the comforts of our suites and the quiet atmosphere. Thank you again for taking the time to write about your stay at Extended Stay America. We look forward to your return visit.Sincerely,Hotel Management

8/10 Good

Erik

Stayed 3 nights in Sep 2023

4/10 Poor

Maury

Traveled with partner
Disliked: Staff & service, amenities, property conditions & facilities
No one there for check in for 15 minutes. Many areas in need of repair. Location great. Blunt messaging sent regarding early check in and late check out... thought this was an Extended Stay
Stayed 1 night in Sep 2023
Response from Hotel Management on Oct 2, 2023
Dear Maury, We appreciate you taking the time to share your experience with us. We sincerely apologize for the inconvenience you faced during check-in due to the long wait. Please know that this differs from the standard of service we strive to provide. Your feedback is invaluable in helping us improve and ensure a smoother check-in experience for all our guests. We have taken note of your observations regarding updates in our facility and will share them with the appropriate leaders for future planning. We hope you'll give us another opportunity to serve you.Sincerely,Hotel Management

10/10 Excellent

Kevin

Liked: Cleanliness, staff & service, property conditions & facilities
Good
Stayed 1 night in Sep 2023

8/10 Good

Tiffany

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great
Great stay, no issues. Its in the heart of everything so if you need to go to a local grocery store or even to the mall everything is less then 5 minutes away.
Stayed 1 night in Sep 2023

6/10 Okay

Filmon

Stayed 1 night in Sep 2023

10/10 Excellent

Patience

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good location
Stayed 2 nights in Sep 2023
Response from Hotel Management on Sep 12, 2023
Dear Patience, We're delighted you found our location favorable during your stay at Extended Stay America Suites Houston Galleria Westheimer. Your feedback is greatly appreciated, and we're pleased that you enjoyed our convenient location. Thank you for choosing us, and we hope to welcome you back for another wonderful stay in the future!Sincerely,Hotel Management

10/10 Excellent

Scott

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close to galleria and lots of shopping and restaurants
Stayed 3 nights in Aug 2023

10/10 Excellent

Michael

Business traveler
OK place to stay.
Stayed 4 nights in Aug 2023
Response from Hotel Management on Sep 1, 2023
Dear Michael, Thank you for your recent review. It is great to hear we met your expectations and that your stay was great at Extended Stay America. Our guests often comment about our convenient location to nearby restaurants and shopping. We hope this contributed to a great stay for you, too. We look forward to having you as our guest again whenever your travels bring you back to the city. Sincerely,Hotel Management

4/10 Poor

Ryan

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Mala condición
El estado del hotel esta en mala condiciones.
Stayed 2 nights in Aug 2023
Response from Hotel Management on Sep 1, 2023
Dear Ryan, Thank you for staying with us and sharing your review. We aim to provide an outstanding experience for every guest. Therefore, we apologize for your disappointment with our property as old and outdated. We appreciate your observations and bringing this to our attention. Updating and renovating our hotel is always ongoing; various parts of our hotel are scheduled for renovation soon, and we hope you will revisit us to see our progress. Sincerely,Hotel Management

8/10 Good

Regina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Ms. Charlotte (night attendant)
Overall, fairly quiet, room waa comfortable, TV was a bit difficult to operate (had to do some configurations with the cable wires), bed was comfortable. Ms. Charlotte, (night attendant) was an absolute joy! She was warm, friendly and very helpful!
Stayed 1 night in Aug 2023
Response from Hotel Management on Aug 26, 2023
Dear Regina, Thank you for including Extended Stay America in your travel plans and reviewing your experience with us. We are glad you enjoyed your overall stay and found our suite quiet and comfortable. We are also pleased that you loved the comfort of your bed, and your kind words noting your satisfaction with the gracious hospitality provided by our associate Charlotte are most appreciated. Your compliments are both rewarding and encouraging, and we will share this with her and the team to let them know their efforts are appreciated. Moreover, we will share your concern regarding the TV with the appropriate individual for improvement. It was a pleasure to have you as our guest, and we hope to see you again soon.Sincerely,Hotel Management

10/10 Excellent

Adnan A

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

8/10 Good

Ashley

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023

2/10 Terrible

henry

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jul 2023

10/10 Excellent

crosby

Liked: Staff & service, property conditions & facilities
perfect for our plans
Stayed 1 night in Jul 2023

2/10 Terrible

VICTOR

Stayed 1 night in Jun 2023

6/10 Okay

Pablo

Traveled with partner
Disliked: Property conditions & facilities
Property old and smells
Stayed 3 nights in Jun 2023
Response from Hotel Management on Jun 28, 2023
Dear Pablo, 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 very concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. Please know this is not usual for us, and we hope you give us another chance on your next visit to Houston.Sincerely,Hotel Management

6/10 Okay

Kristina

Traveled with family
Liked: Staff & service
Not ecstatic but I'd stay again
The tv didnt work, the phone in the room didnt work, the bed was hard and not super comfy and i like firm beds. The customer service was amazing. If you want cookware, cups, plates, forks and such you have to request it as they are not in the rooms even though they are kitchenettes. There is no information given that explains this but they will tell you if you ask. I liked the staff they were kind and polite.
Stayed 3 nights in Jun 2023
Response from Hotel Management on Jun 27, 2023
Dear Kristina, Thank you for being our guest. We are glad that, overall, you were pleased with your stay. Our team members are our best asset as they continually strive to create a welcoming and accommodating experience for all our guests. Thank you for acknowledging their efforts. We apologize that your visit was inconvenienced by the tv and phone not working in your room; we will address this with our maintenance team. Also, we certainly apologize for any miscommunication regarding our dishware policy. Our front desk team makes every effort to communicate details on our amenities during check-in. To ensure cleanliness for every guest, we keep the dishware at our front desk, and our team is happy to deliver them to the guest's suite. We have shared your comments with our team for improvement. We look forward to welcoming you soon for a much-improved stay when your travels bring you back to the area.Sincerely,Hotel Management

4/10 Poor

Travis

Business traveler
Disliked: Property conditions & facilities
Stayed 1 night in Jun 2023

2/10 Terrible

Andre

Stayed 1 night in May 2023

4/10 Poor

Morgan

Traveled with group
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
nice staff, dirty room :/
we arrived and the staff was friendly, but when we went to the room we were disappointed. the room had a heavy smoke odor, the floor was sticky, the bathroom had suspicious dark staining throughout counters and the tub was covered in dirt/ mildew stains. overall wouldn’t stay here again, which was disappointing bc our first visit here was a polar opposite experience. also the tenants on the first floor were of questionable character harassing us when we came back from a night out.
Stayed 1 night in May 2023
Response from Hotel Management on May 31, 2023
Dear Morgan, Thank you for posting a review of your stay. It is nice to read that our services met your expectations. However, we do apologize for the cleanliness issues you had with your room. We have shared your comments with our housekeeping staff, and we want to thank you for this valuable feedback. Also, we are disappointed to know of any unpleasant encounter; for future visits, please know our front desk is always available and happy to help make your stay more comfortable. We look forward to having you stay with us again for a much-improved stay.Sincerely,Hotel Management

6/10 Okay

Ahundra

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in May 2023

4/10 Poor

John

Traveled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
This property is in urgent need of renovations and cleaning. It smelled like a senior citizens retirement center. Room refrigerator was very dirty. There were no blankets. The bed was small. The TV didn’t work. We will not be staying there ever again. The only nice part was the friendly front desk staff.
Stayed 1 night in Apr 2023
Response from Hotel Management on Apr 25, 2023
Dear John, Thank you for choosing our hotel for your stay. We were disappointed to read about the various issues you encountered and sincerely apologize for not living up to your expectations. Although this does not change what transpired, we will review your comments with our team to ensure we are well-poised to serve our guests better moving forward. We value your feedback and genuinely hope you will give us another chance to provide the flawless experience you should have received on this visit.Sincerely, Hotel Management

4/10 Poor

Guanhai

Disliked: Amenities, property conditions & facilities
Shower leaking, asked to fix or change a room, still leaking after “fixed” as claimed by staff. Shower head only dispatch 1/3 water, other 2/3 goes to the lower hose. Washing sink clogged hence water is not able to drain freely. There was piece of plastic on the ground when I get in. Fridge sound is very loud. Can clearly hear the noise from neighbors . Elevator missing part of panel so wires are visible . Room temperature set to 60F while local temperature is around 72 and there is no blanket on bed, had to go down stairs to grab instead of sending to room….
Stayed 1 night in Apr 2023
Response from Hotel Management on Apr 23, 2023
Dear Guanhai, Please accept our apologies for your disappointment during your stay. Providing an exceptional experience to every one of our guests is always our top priority; however, we are genuinely sorry to learn that we could not make that happen for you. We understand your frustration regarding the various issues you described and apologize for the inconvenience. We have taken note of all the concerns you raised to address them adequately, and we hope you will stay with us again for a much-improved experience the next time your travels bring you this way.Sincerely,Hotel Management

6/10 Okay

Larry

Traveled with group
Liked: Staff & service
Disliked: Cleanliness
Dirty, cold, uncomfortable!
This is the third time staying at an Extended Stay. I should’ve know from the first two times it wasn’t going to be a good stay. Other than the very friendly front desk clerk, this place was not up to par. The beds were very uncomfortable, the bed sheets were super thin and not enough to keep you warm at night. NO hot water when taking a shower. And last but certainly not least, dirty towels in the in the bathroom. A couple of the towels actually had pubic hairs still stuck to them. I probably will not be staying at an Extended Stay ever again again!
Stayed 2 nights in Apr 2023
Response from Hotel Management on Apr 18, 2023
Dear Larry, Please accept our apologies for not meeting your expectations. We want every guest who stays with us to have a fulfilling experience and to depart with a lasting favorable impression; however, we sincerely apologize that this was not your experience. We assure you that what you experienced is unacceptable by our standards and will take adequate measures to correct this. We hope you will give us another chance so we can leave you with a much better impression on your next visit. Sincerely,Hotel Management

8/10 Good

Michael

Stayed 1 night in Mar 2023

2/10 Terrible

Berta

Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2023

10/10 Excellent

Morgan

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023

2/10 Terrible

Jose

Liked: Property conditions & facilities
Disliked: Staff & service
Stayed 2 nights in Mar 2023

2/10 Terrible

crystal

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Felt very unsafe
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 18, 2023
Dear Crystal, Thank you for sharing your review. We care about delivering excellent service and ensuring the comfort of our guests, so we are sorry for not meeting these expectations. The safety and security of our guests are top priorities, and we take them very seriously. Our front desk team is trained to handle any situation. We hope you will consider giving us another chance on your next visit so we can provide you with a much-improved stay.Sincerely,Hotel Management

2/10 Terrible

Samantha

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
First room.. I could hear puppies barking from the nearby rooms, phone didn't work, water wouldn't go cold and overall, room felt uncomfortable and didn't feel clean/safe. Called down to the very nice front desk associate and she accommodated me nicely by moving me up a floor.. but my employer booked me to stay at this hotel without fully understanding that a lot of the guests of this hotel are almost full time residents and/or off the streets.. and had a close interaction with one of the guests who I think was on drugs and yelling at the front desk associate about her sights/delusions. Definitely not the hotel for one to stay by themselves and/or for anyone who wants to stay comfortably.
Stayed 2 nights in Feb 2023
Response from Hotel Management on Mar 15, 2023
Dear Samantha, Thank you for sharing your review. We care about delivering excellent service and ensuring the comfort of our guests, so we are sorry for not meeting these expectations. We hope you will consider giving us another chance on your next visit so we can provide you with a much-improved stay.Sincerely,Hotel Management

10/10 Excellent

John

Liked: Staff & service, property conditions & facilities
Quiet at a reasonable price. Room was comfortable. Staff was very nice and accommodating.
Stayed 2 nights in Mar 2023
Response from Hotel Management on Mar 17, 2023
Dear John, Thank you for the excellent review. We are glad your stay was enjoyable, and we could exceed your expectations for a great price. We appreciate you leaving your kind remarks about our well-maintained rooms and service. Thank you for choosing Extended Stay America. We hope to welcome you back soon.Sincerely,Hotel Management

2/10 Terrible

nada

Traveled with family
Disliked: Property conditions & facilities
Dirty and smell Maruana
Stayed 2 nights in Feb 2023
Response from Hotel Management on Mar 1, 2023
Dear nada, We apologize for the concerns you experienced during your stay. We work hard to provide a clean and comfortable environment; therefore, we regret that this issue compromised your experience. We will follow up on your concerns to ensure we are well-poised to serve you better during your next stay. Thank you again for your candid feedback.Sincerely,Hotel Management

6/10 Okay

MINLIN

Business traveler, Traveled with family
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Not recommended
Stayed 1 night in Feb 2023
Response from Hotel Management on Mar 1, 2023
Dear MINLIN, Thank you for sharing your review. We truly care about delivering excellent service and ensuring the comfort of all of our guests, so we are sorry for not meeting these expectations. We hope you will consider giving us another chance on your next visit so we can provide you with a much-improved stay.Sincerely,Hotel Management

10/10 Excellent

Rose

Stayed 1 night in Feb 2023

4/10 Poor

Bernadette

Traveled with partner
Disliked: Amenities, property conditions & facilities
The faucet on the bath tub leaked. It was noisy, a dog staying in one of the rooms barked for several hours. The building is dated and has an odor.
Response from Hotel Management on Feb 2, 2023
Dear Bernadette, Thank you for evaluating your stay. We appreciate all feedback - good and bad - and take your comments seriously. Please accept our apologies for the maintenance issues you experienced during your stay. Your review has been shared with the team so we can understand what happened and correct our process to ensure a better experience. We are also sorry about the dog barking. If this happens in the future, please let our desk staff know, as we have a pet policy so our guests are not disturbed. We would appreciate another opportunity to provide you with a better experience on a future stay. Thanks again!Sincerely,Hotel Management