Extended Stay America - Houston - NASA - Bay Area Blvd. — Hotel in Webster

If I could give 0 stars that would be my rating. This was the WORST experience we have ever had a hotel. My family and I travel 2-3 weekends per month and stay in all brands of hotels. We booked this hotel because our daughter was playing in a softball tournament near by.

Upon check in the hostess did was not friendly at all. She gave us our room keys which I realized very quickly was for the wrong type of room. She put our family of 5 in a 1 queen bed room. Upon request of a 2 bed room, which is what we booked online, she then charged us an additional $30 (original room was onlu $70) for a room with 2 beds.

Once we got to the room, unpacked, changed into our swimsuits we went down to take the kids swimming and relax for a while before dinner. We were THEN notified by the front desk that the pool was "out of order". She said there was "an electrical issue, if you get in the water it will shock you". Seriously? First off, if there was an issue with the pool, why wasn't that explained when I CALLED TO CONFIRM THIS LOCATION HAD A POOL?? WHEN WE CHECKED IN WITH 2 KIDS MAKING COMMENTS ABOUT GOING SWIMMING? It was never mentioned!

At this point I was beyond frustrated, with two upset and bored children and it was almost 7pm. I wanted to check out and go to another hotel but the kids wouldn't have had time to swim or enjoy the new hotel at this point.

I was told that there was security on the property beginning at 10pm. I went out to my vehicle to get something around 10:20pm and noticed a group of men that didn't seem to be staying in the hotel hanging around the front of the building. When a pizza delivery man entered the building (without any security detail or a front desk representative present) the group of men followed him in. This was very concerning as this is a small hotel and obviously poorly managed.

TO TOP IT ALL OFF, we were charged not once, not twice BUT THREE TIMES FOR THE ROOM!! The original charge for the room, a second charge, not for the difference of $30 that they demanded so that we could have two beds, but for another night! Then today, instead of refunding the charge, they charged my card for a THIRD TIME!

I called the hotel and spoke with someone named Brittany. She cut me off several times, would not let me explain the charges, nor would she allow me to explain the situation regarding the room type and pool. She told me she would transfer me to the corporate office and HUNG UP ON ME! This is the poor quality of employees that they hire at this company. We will NEVER stay at this brand of hotel again! I have now been on hold for over 50 minutes trying to reach someone at the corporate office to speak to them about this horrible experience and the charges on my account. The automated system has hung up on me twice during...

My family and I have been impacted by Hurricane Harvey. Our apartment home flooded and we lost everything, including one of our vehicles being considered a total loss. I reserved the room with Extended Stay over the phone, however when I went to check-in to the hotel, the service desk representative (Sydney) had difficulty pulling up my reservation. She ended up having to book me a room again and provide me with another reservation number.

When I received the keys to the room, I was disgusted to find that there was male facial hair in the bathroom sink that was not properly cleaned up. The packaged bar soap that was provided on the bathroom sink did not lather up at all and it seemed as if the soap has been left in the room for 5 years. The bedroom air conditioner was not blowing any cold air out and when I called the front desk to receive assistance with this, the representative (Tina) put me on hold and the next thing I know is that the call was disconnected. I called again only to wait 20 minutes for someone from maintenance to show up only for me to let him know that I couldn't wait anymore due to the bedroom being steaming hot and ended up unplugging the air conditioner and plugging it back in, hoping that it will work. It did end up working but barely blowing any cold air out at all.

In the kitchen by the refrigerator floor, I saw a roach motel with a dead roach laying beside it. There was rust on the microwave and dried up food on the stove top. The dishwasher door did not close ( I could not use it if I wanted to) and the dishwasher itself was lopsided and not placed properly (the dishwasher was sticking 1/3 of the way out from the counter top area). The office chairs placed in the room by the kitchenette table were filthy, looked as if a toddler spread peanut butter on them and a poor attempt was made to clean them.

There was a hole in the wall by the couch and the rug had stains and looked like it was from the year 1970. The hotel looks appealing from the outside and the lobby looks like it has been given a makeover but the room I was given (#114) was not up to par...

I will start by saying the nicest thing I can about this hotel because there's only one thing, and that was the front desk clerk. He was very nice and helpful but unfortunately for him the hotel he works for does not compliment his shining personality. The first room: this room was on the corner, with the door wedged between 2 other rooms. Very odd. When I entered it smelled almost dingy, with a chemical spray overlay. After a quick walkthrough I started taking pictures to send to the company that booked me there because I just could not believe what I was seeing. The kitchen was beat up, dents in the dishwasher door, peeling tiles all over the sink, scratches and faded paint on all of the unclean cabinets. The chair was covered in dirt/stains/crumbs, absolutely wasn't cleaned. Dust and cobwebs hanging from the lampshades which most were crooked making it look like I just walked in after a fight. (I'm NOT exaggerating) The lights flickered for 10 seconds before turning on... The real kicker was the garbage can wedged under the bathroom sink that was full of BLACK MOLDY TOWELS. No wonder the room smelled! I almost threw up when I saw this, I couldn't believe it! So down I went to the front desk where I got another room. 2nd room: kitchen even worse than the first, dirty dishes in the dishwasher, chewed up gum in the fridge, a forgotten dirty sock lying next to the bed, empty coke cans (and the tv remote) under the dusty bed... I just can't even deal with this hotel anymore. I immediately booked myself at a nearby hotel and canceled my 2 week stay here. I sent the pictures directly to the front desk employee at his request and also to my company because no one should be living in these conditions and this hotel should quite possibly be CONDEMNED. I am considering filing a complaint with the...