Extended Stay America Suites- Houston - Katy Freeway - Energy Corridor — Hotel in Houston

Holy. Moly. I have stayed in some less then stellar places before, but this one takes the cake on a silver platter. ||||1. Their pet deposit is $50 per animal, per night!! That means for my 2 well behaved dogs it costs me an additional $100 per night. That is ridiculous since every other hotel I have stayed at was at most $25 per night. ||2. The receptionist was incredibly rude and unhelpful, then flat out told both myself and our employee’s wife that they did not have rooms with 2 beds, nor explained the room assigned to my husband and I that our room did have a couch inside that their small children could have slept on. So imagine our surprise when once we had all checked in, we found that BOTH of our rooms did in fact have 2 beds each. ||3. The outdoor swimming pool was closed due to Covid, however it was still incredibly nasty and horrifying. it was FILLED with leaves and trash, as well as the implement used to clean was it laying on the bottom of the pool, and the concrete surrounding the pool itself was green with algae. ||4. Once we got to our room my wife and I found that our air conditioner BARELY cooled. ||5. We also found that we had HARDLY and I do mean we BARELY had water warm enough to bathe in. It was really more lukewarm than warm, AND the controls were backwards AND it only stayed lukewarm for 10 minutes before going freezing cold. It took me 15 minutes to find lukewarm water for a 10 minute shower!! ||6. The laundry room was IMPOSSIBLE to find, unmarked, and obscurely located on the second floor. There was also a complete lack of any staff to ask of it’s location nor were we told of it’s existence upon check-in. I searched for 30 minutes and then finally had to call the front desk (which CLOSED at 7 pm mind you) from my personal cell phone to ask for directions. Once I had managed to have my call answered, I was rudely told “it’s on the second floor,” before I was hung up on. ||7. The same 2 huge bags of trash, plus the overflowing trash cans outside 2 different entrances were never emptied during the the 2 nights and 3 days we were here. ||8. I had to call the front desk 3 different times over one hour, without anyone answering the phone before calling my employee to go and get my wife because we had an emergency going on at home. ||9. Our bathroom was not only rather outdated, it was also chipped, cracked and generally damaged, as was the kitchen in my employee’s room. THAT ONE WAS TOTALLY MISSING 1 entire drawer face. Then, on the very last night, the elevator broke down and we were NOT told or even alerted to there being an additional one available!! ||10. Once I had finally find the laundry room, I was immediately disgusted. My skin began crawling as it was FILTHY and it WAS NOT SUPPLIED with any helpful items, as in there were no soaps to purchase at all. ||11. Outside, I also found an outlet box that was OPEN with a damaged and unplugged wire for “something”. ||12. It was incredibly loud inside the rooms. Yes, it might be right on a freeway, but I have stayed in airport hotels that you couldn’t hear the planes inside. ||13. Every single floor was covered in trash and one part on the second floor didn’t even have the cap going from hardwood to carpet. ||||||My personally owned company does a lot of business in this area every year, and it would have been nice to have found a place we could rely on for a home away from home of sorts. But it DEFINITELY WON’T...

(To start I asked the hotel GM Ms. Quesada to call me and she never did. Guess she doesn’t care)

I was put into a room that was advertised as a Queen Studio Suite. I walked into a room that had a living room area that had no furniture other than a single chair and a lamp. 2 office chairs and a built in desk made up the “eating” area, and a bed with a sheet as a comforter. I walked into the bathroom and the tub looked unsanitary at best. There were hairs all over so that tells me it wasn’t cleaned properly but furthermore there was no paint on the tub. The varnish was scratched and scraped off. I had to go buy shower sandals to even attempt to bathe. All that still I was willing to overlook. I woke up the next morning and as I was getting changed the maid walked in on me. I ran to the door because she rightfully so closed it quickly. I spoke to her and she informed me that she was told there was nobody supposed to be in the room and to go to the front desk to get the mix up situated. I went to the front and I spoke with an older Asian gentleman who told me that there was no mixup on their end and that the maids should not have entered the room. Ok. I let that go. However, when I entered my room again and I started seeing cockroaches we have a problem. I did not have food in my room thankfully but the cockroaches seemed to be coming from the drains (I have videos and pictures) I again spoke with the Asian gentleman and he seemed very nonchalant and informed me that he would put my room down to be sprayed the next morning. I waited the next morning for the pest control to come and they never did. I went back up to the front where I asked for the GM and I was told she was not in but the AGM was available. I spoke with Mr. Zachary Garcia about what I was told by the desk agent previously and he flat out told me they only have pest control spray on Wednesdays. It was Sunday that I was told the pest control would be out the next day. So the gentleman blatantly lied to me to get me to be quiet and leave. I have stayed at extended stays for work for weeks at a time for work before and I have NEVER had these problems. I told Mr Garcia that I wanted the GM to call me. No call. He did tell me he would let maintenance know about my cockroach problem. Next day I was awoken to a cockroach running across my body in bed! This was unacceptable!!! I went to the front desk and I spoke with an older black woman and told her that my room hadn’t been cleaned yet (I was asked if a Tuesday cleaning was ok at checkin) and she said the rooms didn’t get cleaned during the first week. Ok no big deal but that was not what was relayed to me. She looked to see who checked me in and she told me they were wrong for informing me of that. I told her about the cockroach problems and how I have complained multiple times with no one seeming to care or do anything about it.. she took my information to pass on to the GM because I was furious. No call from the GM, in fact it has been a few days since I’ve checked out and I still have not received a call. I wanted to talk to the GM BEFORE I made a complaint because I think it’s only fair to notify the manager of issues before going higher to see if they can rectify them. It doesn’t seem like this location cares at all. Again I have pictures and videos of this. I was extremely disappointed with my stay and how I was disregarded as a patron with health and...

On Saturday June 24th we checked into the Extended Stay hotel at 15385 Katy Freeway, Houston, Tx. Upon arriving at the hotel the first thing I attempted was put my items away in the drawers, this is where I noticed an Open Condom box in the first drawer underneath the television, it is clear this room was not cleaned.

We kept all of our things in our bags instead of utilizing the drawers, we went to take a shower there was writing all over the mirror nothing had been cleaned in the bathroom. The toiletries had just been replaced. There was sticky substance on the counter there were bugs crawling across the baseboard one on the floor and inside of the bathtub. We also requested upgraded the room upon arrival to have an extra bed. There were no linens in the room for the bed and no front desk attendant. I called the front desk and upon asking for the items the lady had a major attitude like she did not want to bring them and I had to request them twice on the same call. When the Linens finally got to the room I was able to put the kids to sleep.

After everyone had went to bed I had went outside to my vehicle where I was sitting at my car alone minding my business this guy in a uniform, hotel security, approached me and stood there for moments making me feel very uncomfortable. I finally asked how can I help you and he went on to say is everything okay I said absolutely I don't need any assistance thank you and he stood there for a few minutes moments longer making me feel ever more uncomfortable. I just locked my car and went in so he would stop standing and staring.

Monday, today, I called to voice my complaint to the hotel and the lady answered the phone her name was Rahell and I politely ask for the corporate number or email address Rahell advised that she doesn't know it and there's no way to get that information. I myself work in the customer service industry so I'm aware of how to treat customers if there's something that I don't know I would go and ask, I asked Rahell to ask her manager or whoever else there was on duty for assistance because I needed the information to send in a complaint, Rahel hung up in my face. I Googled the 800 number to call Guest Services I was on hold for 59 minutes because I really need to explain this horrible experience in the one-night stay we had at Extended Stay no one ever answered. I called your number from a different phone to speak with a different department to see if they can give some insight on why I've been on hold so long or give me the corporate number and/or email address to still send in my complaint at this time the issues are piling up. John stated he was a supervisor at the location and that there's absolutely no way that he can help with an email address so that I can formally send in an email. John held the phone for 44 minutes at this point I'm beyond frustrated with the condion of the hotel and now how employees are treating paying customers. John did not put me on hold to try to inquire of how to help me or even put me on hold so that in my mind I can feel like I was being assisted the only thing that everyone continue to tell me was no, no, no there's nothing that anyone can do. This was my first time visiting the area and my stay at Extended Stay hotel made it the...