Extended Stay America Suites- Houston - I-10 West - CityCentre — Hotel in Houston

😑 My partner and I checked in Room #309 at 3:00pm Sunday 10/04/2020

• Mind You Their Elevator Was Broken.. and the room was on the 3rd Floor

My partner and I carried our belongings up the stairs (completely dirty by the way) once inside, we thought we entered a decent room as we began to unload our things. Around 4pm I decided to take a shower. It wasn’t until I felt a sore pain in my throat, my eyes were feeling irritating and itchy, to where I began to cough and sneeze while also having a hard time breathing to where I found very strange. I am very familiar with toxic mold symptoms. I could not believe what I was experiencing. I called the front desk about the situation and what I experienced, expecting that my partner and I would be accommodated and taken care of. The attendant at the front desk seemed a little confused by my complaint due to his long pause. Giving them another chance, I went ahead and asked him if we could be given another room and to assure us that there wouldn’t be the same problem or at best a refund. He told me that he would give me a call back when he found one. After about 20 minutes we get a call back, telling me to come down and pick the second key card (No Courtesy To At Least Bring IT And Check Out The Current Issue) I go down just myself to pick up the the second room key to #324 as I returned the first one given to us. He seemed some what “Apologetic” yet I was already having my doubts by his unsureness. I checked the second room #324 only to find out it was worse than the first room #309, there is a grotesque stench as soon as you open the door. Unsatisfactory.. before trying to attempt to call him again, I went ahead and had my partner and I bring our stuff down to first floor and to speak to the attendant once again but on this new matter. As we explained of the horrible smell, he said there was nothing else he could do or offer.. so then we ask for at least a refund and tells us he has no power or authority to do so. Then I tell him I want to speak to a manger, he tells us there no one here, it’s just him and that he can have his manager call us Monday morning.. Seriously, so if we needed the refund so we can spend the night somewhere else, we couldn’t?? Our only options was to what.. spend the night at this mold invested facility they proudly call a hotel??.. I’ve never experienced such a mishandled situation as this. I finally ask him again, “can we get a hold of a manager please?” I must have said the magic words for him to finally comply and see how upset we were.. he finally agrees to call and steps to the back to dial (more than likely to have a few words first) as we “Out of Respect of Other Potential Clients” we move our belongings out of the walk way while we patiently waited. As he retuned back to the front desk (while on the phone with Nancy Ramirez - General Manager) I could slightly hear her ordering him that he tell us we couldn’t receive a refund, and that we would receive a call in the morning...

{ Hints & Tips } - It becomes your obligation to take forth such responsibility once a manager is requested so that you can resolved with your best intentions and capabilities.

She did not want to speak to us, even when the attendant was trying to hand the phone to us, I heard her reorder him no and that we will hear from her the next day.. with such disappointment and hope to see some kind of redemption from their management.. we leave.

[ It’s now Monday - 10/05/2020 ]

They have both phone numbers of my partner and I

They had all morning including this afternoon to call us and no attempt were done

So she lied..

My partner just recently called, and was told no refund would at least be done..

Claiming that because we didn’t experience the symptoms right away they think we’re lying.

I’m still experiencing it..

• BEWARE!!! *

• Horrible service please don’t spend your money here unless you plan to risk your health.

Nancy Ramirez (General Manager???) Management Requires...

If I could give this place 0 stars, 👎🏽 I would. My wife, 2 small kids, and our loving service dog were seeking refuge from the weather in NOLA. Every encounter with staff was horrible. 1-the woman at the front desk was rude, unapologetic and gave us a hard time about our dog, “doesn’t matter she is a service dog, we still have the right to charge a $25/day pet fee.” Despite violating ADA, she would not back down. I asked to speak w/a manager, she claimed that a manager would not be in until Monday night (it was Friday), and that she is the only person working tonight. Then, walked away from the desk and out the front door. We felt so discriminated and uncomfortable that we just wanted to cancel the reservation and go elsewhere. But the hotel had already insisted they could not do anything and we would have to call Priceline. So, we stepped out to call Priceline and they told us since it was prepaid they could not refund us but the hotel could choose to issue a refund based on the circumstances. Okay, someone is lying. Either way, I swallowed my pride and walked back up to the front desk to respectfully request a cancellation and refund. But still, no one was at the front desk. I waited at least 20 minutes for someone to come to the front desk. Meanwhile, my wife, kids and dog are hungry, tired and stuck in the car waiting to get checked-in. When a guy finally came to the front desk it seemed as if he had been eating in the back office avoiding me (and several other guests). He was still chewing food when he claimed that Priceline is the one lying and that the hotel could never refund us since it was booked through a 3rd party. But somehow, they could “waive” the pet fee since we had paperwork for her. Feeling defeated, I gave in. While I was waiting for him to program the keys, another couple came to the front desk and said that they were just mistakenly checked into a room that was already occupied. What in the world?! I was too tired to do anything but unload the car, and get everyone fed and to bed. The room was just okay, it was unoccupied which was good. But it was not super clean and had a slight water/mildew smell when we turned on the AC unit. Fine, whatever. There was only 1 big towel in the bathroom so when my wife asked the front desk for a few, she was told to bring one to get one. So, after we used the one towel, she took it back up there and then, he tells her he has no clean towels to give her. What the?! We had to use the “floor mat” and hand towels for the kids, that night. We packed food to make since there is at least a kitchenette and our kids are picky, lol. My wife asked for some dinnerware and he told her she would have to come get it. She was so annoyed that she didn’t realize until she got back to the room, that the plates and utensils were dirty! She marched back to the desk to get some CLEAN dinnerware and he told her there were none! Okay... she asked for some dishwashing soap so we could clean them ourselves. And AGAIN, he claimed they have none! No wonder the dinnerware is dirty!Then, the next day we were trying to make the best of a bad situation and visit the Children’s museum. While we were there with 2 small kids running around, a different guy from the hotel calls my wife stating we were going to incur extra charges since we were supposed to have already checked out. We prepaid through Monday! He insisted that he had no such reservation and that we would have to come vacate the hotel room, or get charged! I got on the phone and told him the Priceline confirmation #. He said that was good I had it but I would have to call Priceline and get them to confirm our dates. I told him this was their error and they would have to call Priceline to verify since we would not be able to make it back for several hours. The only positive about this place was the location. It was convenient to other spots we went. Luckily, our trip was short but we will NEVER stay at an Extended...

My gf and I initially checked in for a four-day stay (until Fri till Mon 11am), and made the reservations online. We then (while on a city bus Sunday at 2:18 pm) called what I believe to be the front desk of the actual location (on-site management/property management). We extended our stay to the 12th (Wednesday) and were told explicitly that we would be asked to pay upon checkout, since we had already paid $168.80 for our initial four-day stay, which worked great because we're getting a check on the 12th that would have covered the two-day extension (which was an over-the-phone upsell, and which Guest Services tells us we were blatantly lied to during). Tried to work it out with Guest Services and on-site staff, who were shockingly hostile and standoffish given that we're just in a difficult circumstance and trying to make the best of it.

After a lengthy call with Guest Services, during which we were on-hold for nearly a half-hour and were told that, 'yes, whomever booked your extension made a mistake in telling you what they told you, but sorry,' and were given a half hour to get our stuff and get out.

After being told yesterday at approximately 2:30pm by on-site staff that our reservation was extended, taken care of and we would pay when we checked out Wednesday the 12th, we were startled by an insistent rapping on the door, a very irate front-desk receptionist demanding a card from my girlfriend (who was still in her nightgown), and then were told by customer service when we called, 'yes, we messed up, but there's really nothing we can do. Please get out.'

I understand that mixups occur and I, myself, have miscommunicated a company policy or fact before, but when I've been in a customer service role, I've always made every effort - within the scope of my authority and purview - to satisfy the customer, help the customer, at least not leave them in active distress.

We're now contemplating what, exactly, we do for the next two days - which we could have done all day yesterday if we were told the right information. Somehow, this doesn't seem to distress or bother anyone connected with Extended Stay on any level, on-site or corporate. That's just their business model, we were told, and if we don't like it, we can stay somewhere else. That's fine for someone coming off the street, I suppose (it's not, but whatever), but we were actively rousted from a room we had been assured was ours through Wednesday, treated like vagrants and offered absolutely no aid, apology or even human decency or connection.

Based on what my gf, Rebekah, and I have experienced with these people (and we've dealt with probably six or eight now), their corporate philosophy is rotten to the core and the idea of serving their clients/customers doesn't seem to drive them, or even occur to them. After paying for a four-day stay ($168.80), and being explicitly told we wouldn't be hassled until we checked out on the 12th, we were not just hassled, but mistreated and dehumanized, accused of lying and forced to pack under duress (my gf, bless her heart, is a bit sensitive and anxious and she was sobbing throughout the process, and it broke my heart).

I doubt I'll receive any kind of apology or communication from the organization - it's evidently against company policy, and I can't imagine someone affiliated with this dishonest, abusive chain having the courage or decency to break rank and make some kind of gesture.

Would...