Ratings based on 221 Verified Reviews

2.7 out of 5
41% of guests recommend
2.7 Room cleanliness
3.1 Service & staff
2.9 Room comfort
2.5 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler from Sugar land TX

Worst Stay

Posted Oct 3, 2017
Pros: Proximity to restaurants and shopping.
Cons: See above notes.
Location: Five guys restaurant rocks!
I had two little boys for a daddy visit. I have a medically fragile little boy who just had a kidney transplant and has open wounds and a feeding port. I have to be very sanitary and hygienic with this little guy. My negative points: * The room wasn't clean and smelled badly like mold. Did this room flood during the hurricane>???!!! * The carpet was frayed in multiple places * The inside of the refrigerator was dirty and had old food crusted on the shelves. The outside of the refrigerator was rusty on the wall panels like it had spent some time underwater. I HAVE EXPENSIVE MEDICINE I HAD TO STORE IN THE REFRIGERATOR - HOW CAN I TRUST THE SANITATION? * The towels smelled musty and not clean. * The outside hallways were in process of some kind of renovation and had workmen and tools to go around and it smelled like some kind of antiseptic cleaner in the halls. * Either some guests were extremely amorous next door or the workmen were doing some loud repairs down the hall. Either way - my little guys got woke up during their naps. * Worst of all - the fire system kept going off at all hours and I had to evacuate my room with the two little boys (with one on a feeding tube and pump) multiple times. A truly terrible experience. .
Comment from Hotel Management
Oct 6, 2017 by Management, Hotel Management
Thank you for taking the time to write a review. We take guest feedback seriously, as it allows us to continue to improve our guest experience. Unfortunately we did incur some water damage due to the Hurricane, and we are currently working hard to repair and restore various areas of our property. We thank you again for your feedback, and we hope to have the opportunity to provide you with a better stay in the future. Hotel Management
1 out of 5
by A verified traveler from St Louis MO

Just - bad - Stinks -

Posted Sep 11, 2017
Pros: Nothing
Cons: Clean the place - re-train staff - if privately owned - fire the owner - take away franchise.
Location: Plenty to fdo
This place is just bad. It is not clean, it's almost like they don't care. The elevator stop lowers and you trip getting out on first floor. The hallways smell like mold, I had Mold in my shower stall, they have kitchens but can't use them, My room had two chairs, but another room had couch and tables.. The other room had phone, mine didn't, the trash in lobby is not emptied each day, it piles up. The place is 3rd rate if not 4th rate - nothing - repeat nothing like other extended stays I have visited. This place is disgrace.
Comment from Hotel Management
Sep 13, 2017 by General Manager, Hotel Management
Ray, I apologize for the disappointing stay you had with us. Your feedback is important to us as it will help us to improve our facilities and amenities going forward. Your review will be taken as a tool to ensure that all procedures within our housekeeping and maintenance departments are being followed. I will personally follow up on your concerns to ensure we are well poised to serve you better during your next visit. Sincerely, General Manager
1 out of 5
by A verified traveler from Sugarland, Texas

Roaches, elevators broken , rude staff

Posted Sep 9, 2017
Roaches in room ! EVERY single elevator broken and I was alone and had no help with carrying my luggage up 6 flights of stairs ! ONLY ONE luggage cart in entire hotel , which was broken ! Rude staff could care less ! He also didn't care that I told him I had a car full of luggage to carry , having to live here for a month due to Hurricane Harvey flooded me out of home ! ( I stayed 4 days , then left)! Door did not close unless you locked from inside . I felt as if I were in the worst part of the GHETTO ! Very scary !
Comment from Hotel Management
Sep 11, 2017 by General Manager, Hotel Management
Sonja, please accept my apology for not living up to your expectations during your visit. We're sorry you experienced so many difficulties during your stay with us. Our management team is taking steps to ensure future guests do not encounter the same issues. I truly hope this unfortunate situation will not prevent you from staying with us in the future and you will give us another opportunity to make your next stay worthwhile. Sincerely, General Manager
3 out of 5
by A verified traveler from V

Decent hotel, smelled funky

Posted Jul 16, 2017
Things were unappealing from the moment I arrived. I checked in around 9 in the evening and arrived to an empty front desk. I waited for longer than 10 min waiting for someone to come and called the hotel thinking someone would show up after hearing the phone 4 different times. The security guard came in as his shift was starting and after minutes went to look for the front desk worker. I think by the time He arrived I was close to the fifteen min mark. His name was Kabien. After walking into a room, a strong smell of pizza permeated the room. No amount of febreeze or Lysol covered the smell for the 2 day stay. The room wasn't the cleanest from the get go. There were hairs in the tub, the floor was sticky, the blanket didn't look clean. In short it was dirty.
Comment from Hotel Management
Jul 18, 2017 by General Manager, Hotel Management
Thank you for sharing your review. I am sorry for the inconvenience you experienced at the time of check-in and with the cleanliness of your room. This is not the type of service we are known for, so I have shared your feedback with my front desk and housekeeping team to we are providing an impeccable customer service. We hope you will consider giving us another opportunity so that we can provide you with an improved visit. Sincerely, General Manager
5 out of 5
by A verified traveler

Posted Jul 10, 2017 on Hotels
Comment from Hotel Management
Jul 12, 2017 by Manager, Hotel Management
Thank you for taking the time to share your perfect rating of Extended Stay America - Houston - Sugar Land. We strive to please all of our guests and your feedback tells us that we are meeting those goals. We look forward to your return visit soon. Sincerely, General Manager
1 out of 5
by kristal from sugarland texas

the worst motel i have ever stayed in...

Posted Jul 3, 2017 on Hotels
i think it was filthy. hadnt been cleaned in months.. it smelled like cigars. There where old room keys on the floor which also indicated it hadnt been clean, the toilet was dirty. i will never go back. These people need to be shut down.
Comment from Hotel Management
Jul 7, 2017 by Manager, Hotel Management
Kristal, I am very disappointed to see that your feedback referenced the description of our hotel as "filthy". Our promise to our guest includes a commitment to providing a clean, fresh environment and I am very sorry that did not happen when you were here. I am 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 in the future. Sincerely, General Manager
2 out of 5
by Paxton

Posted Jul 1, 2017 on Hotels
Room AC was leaking and carpet was completely soaked, the phone was not working, no trash can in room, and room had a horrible smell...like mildew.
Comment from Hotel Management
Jul 4, 2017 by Manager, Hotel Management
Thank you for taking the time to give us your feedback. You are absolutely correct to expect a clean, well-maintained property as your home away from home when traveling, and I apologize for failing to provide that for you. My staff and I are taking steps to ensure every detail from the first impression at check-in to the final at check-out and will focus on providing a better experience for every guest entering our doors. We truly regret the inconvenience caused, and please give us another chance to provide you with the hospitality you deserve. Sincerely, General Manager
2 out of 5
by T. King from Texas

Posted Jun 28, 2017 on Hotels
After being moved FOUR times due to a roach problem, my last night there was decent
Comment from Hotel Management
Jul 1, 2017 by Manager, Hotel Management
We're extremely sorry that you had a negative experience here, and we assure you that all of your concerns are being taken seriously. Although we do have a regular pest control at our hotel, our housekeeping team has been already alerted to check and treat this issue immediately. We apologize for this and hope you will stay with us again for a better experience. Sincerely, General Manager
3 out of 5
by A verified traveler

extended stay disappointing use to be much better

Posted Jun 28, 2017 on Hotels
Customer Service wasn't great didn't have any towels at night because the reception expected me to go down and get them instead of bring them up.Housekeeper never cleaned our room any of the days that we stayed! My girlfriend and I saw a roach in the bathroom each of the days we were there. Only upside was the price was good for the location being Sugar Land and the location was near a lot of great restaurants and stores. Also the pool was open 24 hours and the hotel overall still looked to be in good condition nothing a vacuum and dusting that wouldn't improve to excellent condition.
Comment from Hotel Management
Jul 1, 2017 by Manager, Hotel Management
Thank you for the review. Although we are pleased you were happy with our affordable pricing, we are sorry our hotel fell short of your expectations. Being an extended stay property our housekeeping is designed and done on a weekly basis to respect the privacy of our guests, however, it is also available upon request for a minimal fee and we are happy to offer towel exchange at the front desk. Your feedback is appreciated and we will ensure our front desk communicates this more clearly going forward. I hope you will consider giving us a second chance the next time you are in the area. Sincerely, General Manager
3 out of 5
by A verified traveler

Posted Jun 27, 2017 on Hotels
The first time I stayed here I had no issues; this time (a month later)...roaches. I asked to be moved, they had to move me twice only to still have...ROACHES!
Comment from Hotel Management
Jun 29, 2017 by Manager, Hotel Management
Thank you for staying with us once again. We sincerely apologize for the housekeeping issues you experienced. We have procedures in place so these type of situations do not occur. Regrettably we failed during this process and for that I am sorry. We can absolutely do better, and we hope you will give us the opportunity in the future to prove that to you. Sincerely, General Manager