Extended Stay America Select Suites - Houston - Sugar Land

Disappointing

Better than most extended stay. Cleanliness and staff No breakfast and having to purchase kitchen supplies

It was a roof over my head. Everything else bathroom was gross too.

Location Front desk staff

Disappointing

Dirty rooms

The front desk was often left unattended, which made communication unnecessarily difficult. Unfortunately, the customer service experience was equally disappointing. Both staff and management communicated in a manner that came across as dismissive, unprofessional, and at times disrespectful. Good customer service begins with clear communication, professionalism, and simply treating people with courtesy and respect. Based on my experience, those basic standards were lacking. The tone and approach of both staff and management left a very unpleasant impression and made an already frustrating situation even worse. I didn’t like the lack of communication and customer service. The front desk was frequently unattended, making it difficult to get assistance when needed. I was also disappointed by the way both staff and management communicated. Their tone and approach often came across as dismissive and disrespectful rather than professional and courteous.

The staff had an attitude and wanted to take my reservation number for themselves to use and had phoney police officers force me out before 9:00a the check out time period. They claimed I didn't take my trash out to the dumpster.

The service skill of the receptionist is very poor and very far away of customer service

I stayed for only one night after I saw a bed bug on my hand screwing up and I killed it and it was full of blood and the bed spread. I called the customer service and I had to wait for an attendant because there was no front desk. They changed the room but thinking that solves my problem but that room at night I saw small roaches coming out from the toilet even on the bed side and I was killing them the whole night until I had to leave the place to another hotel. But I called them to let them know that I can’t leave under such conditions but the customer service agent seems not surprise. She said leave the key behind the floor of the reception desk. It’s like they don’t care. My hands are swelling from the bug bite and it’s very itchy. I need my refund and I need booking. com to look into to. It’s lacks proper maintenance and proper cleaning. I won’t even talk about the smell or how old things are but bugs and roaches are bad. Even after showing the picture of the blood stains the attendant said maybe it’s a spider and I said in my head whether spider or bug it’s shouldn’t be in the room. I then went to the review and I noticed that this issues had been stated over and over. But we don’t take reviews seriously. But it matters don’t just come and say I completely understand what you went through bla bla bla act on it. Let the manager know and fumigate the whole hotel and renovate, get responsible staff. And let them be accountable don’t defend them.

Very good

Superb

Cleanliness

Location is the only thing I liked; it is close to everything I needed to be near. They nickel and dime you for towels, room service, pots, dishes; the service is very unfriendly and almost makes you feel bad for asking any questions. Then, if you need a late check-out or if you miss by any amount of time, they will quickly take your belongings and bag them in trash bags, and put you on a do-not-check-in list. Communication is impossible with them; Seems like an odd power trip, unnecessary and unprofessional

Location is the only thing I liked; it is close to everything I needed to be near. They nickel and dime you for towels, room service, pots, dishes; the service is very unfriendly and almost makes you feel bad for asking any questions. Then, if you need a late check-out or if you miss by any amount of time, they will quickly take your belongings and bag them in trash bags, and put you on a do-not-check-in list. Communication is impossible with them; Seems like an odd power trip, unnecessary and unprofessional

No this hotel is to much with all the problems in the rooms and why they don’t except cash is crazy I should of stayed where I was The tube and counters stove and it stinks on the 3rd floor and why do it smell like that and I’m giving my opinion but it don’t matter to yall

No this hotel is to much with all the problems in the rooms and why they don’t except cash is crazy I should of stayed where I was The tube and counters stove and it stinks on the 3rd floor and why do it smell like that and I’m giving my opinion but it don’t matter to yall

Very good

Superb

I didn't like that we saw a couple of roaches and the shower rod was breaking.

I liked the location of the hotel I didn't like that we saw a couple of roaches and the shower rod was breaking.

Terrible. Nasty. Old. Dangerous.

Great value No coffee

The hotel was clean, The staff were great. The only problem I had was the smell throughout the hotel and the room.

The desk attendant named Jordan came to my room observed the water and told me that she wasn't giving me a different room unless I booked an additional night. Jordan instructed me to call Expedia to inquire about a refund. I asked Jordan will the property approve the refund or partial refund if I requested it from Expedia. Jordan responded that she sees the damage and the ceiling leakes when it rains she ensured me that the property would except any request for compensation from Expedia due to video recording I have of the leak. I've since then checked with Expedia and the property and I've been denied any type of compensation or apology. What I was met with was accusations about smoking in the room. I can guarantee that I went outside to smoke several times throughout the night. Cameras don't lie, if management had taken the time to review said cameras they would see me entering and exiting to smok. They are referring to is the room smelling like barbecue. Upon entering the room at 10pm when I checked in the room smelled like someone had lit a entire barbecue pit inside of the room.

Need floor cleaning properly when you walk feel like stick.

The property was old and musty with bad lighting and dated fixtures. The front desk staff was not rude or mean, but she had an AirPod in and seemed uninterested and unhappy. She did not greet us at check-in and was not friendly or hospitable, but she was efficient. The property has dirty and smelly entrances (stairwells), and our room and bathroom had bugs in them. The sheets seemed washed, but we found a hair strand on the bed. The kitchen and bathroom are in really bad shape with cabinets missing and paint chipping. The popcorn ceiling everywhere was concerning given the historical health problems that come from these types of ceilings and construction (e.g., asbestos).

It smelled bad, the staff were very distant, and for some reason our checkout was at 11:00 a.m. and someone from the staff came to knock on the door at 9:00 a.m. to ask why we were leaving, very bad taste.

It was dirty smelled like dirty feet

Very poor conditions; not clean

Not use it

Very quiet

Room was clean. Staff was excellent. Bath tub was peeling and the shower wall peeling. Kitchen cabinets need repair and installed.

The room was supposed to be no smoking yet there were burn holes everywhere. The water wouldn’t not get hot, just lukewarm and the toilet seemed as if it was going to fall over. It was the leaning tower of porcelain.

Horrible.....everything in the rooms is out dated and in horrible condition. Hall way and rooms smelled bad. Will to be returning or referring anyone to this hotel

It terrible

100 perfec chicas de recepción excelente atención hermosas mujeres atentas

The room was terrible and was not look like as shown in pictures. To much bad smell. No breakfast. No housekeeping services.

Yes

Lots of things that need to be reevaluated here, outside doors are broken and some don’t even lock, others don’t unlock. Dogs urinate in the hallway by the outside door, bad smells, roaches and bugs . Not very welcoming but I guess for the price you’re paying this is what you get.

Lock on outside door broken, seen a few roaches in the room and the loud banging from the doors is annoying. But it’s quiet

Room was clean, however, there was bare minimum furniture in room. Bathroom toilet leaked all over floor, didn't flush right. No food available on premises. Outdoor close surroundings were dirty, lots of trash. No handicapped room with safety seat in shower.

There is a kitchen which was the main reason for renting. Unfortunately, the kitchen was not equipped. Kitchen pots, plates, and other utensils were available for additional rental cost or purchase.

I really need money back. I had to leave the room due to bed bugs dust broken furniture, had very bad allergy. There must have been animals lived in that room. I couldn’t breathe. I’m sorry. The attendant Denease couldn’t help me. I slept in my car.

Very clean room. Reba rhe manager is very helpful and makes sure you have what you need. Safe area. Lots of parking. Quiet.

The staff was great! The room was absolutely terrible! Out dated and dirty. Upon arrival there was sketchy people wandering the parking lot and one was using drugs. I definitely did not feel safe. You get what you pay for I guess. But I need to stress again, the staff was wonderful!

Room smelled

Bed was bad and ax doe snot work and with dust

The staff was very friendly, and the environment was quiet with reasonable pricing. However, my room had a noticeable mildew odor, and the ceiling showed significant water damage, including large visible bubbles.

Smells like smoke

Love it will go back

Loved it

The wifi didn't work there the first room had no sheets blankets or pollows for the sofa bed mattress was stained up the second room had roaches

Its amazing going to book again

The property is easy to find and felt safe. But the rooms are dirty and in poor condition. Staff were wonderful. I ended up leaving the place and going to a different property.

No bug, doesnt smell and the price is good. Other th

The room we stayed in only had one light for the entire room that worked

Nice

Very polite and helpful staff. Quiet location and very accessible to main roads. Clean and well kept rooms as well.

Dont ever go to this place. We booked two rooms and they only gave us one room and that too was awfully

Worst smell like mold carpet was wet by the ac unit and bed bugs in the sofa bed where my kids were laying down we left

The room I reserved was to sleep 6 but the pull out sofa had mildew or mold on it, it was broken, could not hold any weight. There was 2 towels for a room capacity of six. The entrance of the hotel was locked down with baracades on it, there was no reception, the reception area had a metal curtain, to enter building and check in there was a phone outside where you had to wait to be let into the building through a side door that I had to go find. I have photos but for whatever reason I am not able to load. DO NOT STAY HERE GO SOMEWHERE SAFE AND HEALTHY.

Roaches. Tried to make me pay for washcloths. Disgusting property.

Very bad experience. They took payment and there were no body to give a room. I called different number for help but was no body . I ended paying again to another hotel to sleep. I stayed outside more than 2 hrs going around to find some help but nothing. I real need my payment back this was not rigjth at all.

Here’s what happened: • After driving from Dallas to Houston, I arrived around 3:00 AM only to find no one at the front desk. I had to call the hotel’s central support line and wait nearly 40 minutes before someone finally showed up to check me in. • The first room had cockroaches. • I was given a second room, which had water leaking on the floor. • With no viable alternatives and being completely exhausted, I had no choice but to stay. The next morning, I woke up with itchy rashes all over my legs, likely due to bed bugs. This property is clearly unsafe, unsanitary, and unfit for guests, and I am appalled that it continues to be listed as a recommended hotel on your platform. Calling it a 3-star hotel is completely misleading — it shouldn’t even qualify for 1 star. I expect the following: 1. A full refund for this booking. 2. Additional compensation for the distress, inconvenience, and potential health issues I experienced. Please escalate this to your resolution team immediately. I’m happy to provide any documentation needed, including photos or medical follow-up if required. Looking forward to a prompt and satisfactory response.

No laundry

We pulled in to check in a female customer was at the counter complaining that someone just tried to get in her room so she was armed. So at this point it was a no for me... I didn't stay to see the outcome so I cancelled my reservations. So why am I still getting charges from this property?

Everything

For the price it was appropriate was t a 5 star but didn’t pay 5 star prices either. It was ok.

For the rate charged it was appropriate. Not a 5 star but at least no bugs and it was quiet enough to sleep.

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Roach infested

Room was disgusting and should not have been occupied. Roaches and flys enjoyed the room more than I did

The property was very clean. His staff is very friendly.

It was what I needed, which was a bed for the night.

C

Good would come again

Everything about it was filthy no human staff after certain hours horrible experience

The check in Lady was very pleasant and very helpful

Room had a very bad smell (smelled like feet also television is very small hard to watch anything, staff was great though and very helpful and friendly

Dirty, smelly

This was the worst hotel I’ve ever stayed in. It was dirty, the toilet did not flush, I called twice about that to the front desk. We were given one towel for 2 people. The shower sprayed everywhere. I’d like my money refunded.

Lock on doors did not open and trash in the halls and no trash bins and no pick up trash, mattresses were hard to slip on and pillows old, no security guards or cameras because while we were there they stole a work truck from the parking lot , pool close and no breakfast to tenants and no safety after dark an black folk rude in hallways !

Me and my kids been at this hotel checked in since March 11 and we haven’t had our room cleaned yet. I guess when you’re on a certain day they only clean the room once every two weeks you have to buy extra towels every week or every day as needed, there’s dog poop on every piece of the grass out here from the guest just letting their dogs poop everywhere. The staff is very nice, but some stuff is out of their hands. I’ve never seen an extended. Stay do what they’re doing so I’m not sure if this happens at every other location, but this is very new to me.

the pictures look way different. the motel was super old and dirty. there were roaches everywhere. I didn’t even want to take a shower for the night.

We took cold showers, there’s no hot water

The lobby closed at 10 and they didn’t say anything about it.

Very nice

It was ok. The room was kind of run-down, had a little smell. I didn’t see a roach until my last night, but it does give roach motel.

Very disappointed

Easy check in

Just a terrible hotel to even think about staying at

Good but a little old room. They don’t have hot water and when I asked for an electric kettle they told me that I should pay for it.

Rude

Sheets did not look clean neither did the room kitchen and bathroom will not stay there again

Convenient location but room is outdated. Old cabinets and old carpet and sofas.

It is The First time I’ve been disappointed

The hotel is in dire need of a upgrade. the tub looked dirty and has paint peeling inside. It looks very unsanitary. There is no cooking utensils. The microwaves are old and rusty along with the shower rod in the bathroom. The television doesnt work and the remote was old and taped up which didnt work. Some plugs in the room didnt work.

It’s fine if you need a place to sleep. It is older and it does have an odd smell but it is clean. The beds are not great quantity.

The sheets where dirty with black stuff that in a way looked like tiny bugs. The furniture was really old and peeling. The lights didn't all work. The outlet in the kitchen didn't work. The sink seem dirty and it was crack. The water was not even hot and my I say it's winter time 😭

First time ever i was asked to take my trash out i spent 2 day i was i little disappointed

It was relaxing and comfortable.

Was only staying one night to visit friends for Christmas party and lived to far to travel home late at night!

I like that the facility is near the freeway. I didn't like that sometimes that back door doesn't work.

This place is out dated broken cabinets marked up walls horrible paint job maintenance unskilled . Getting clean towels guests has to pay for, there's no house keeping here , that explains why this place is nasty . After I paid online I was told " no refunds " . I will not ever stay at any Extended stay hotel ever in my life time .

Hotel was under repairs and was dirty in the lobby

This is just the normal 2 star hotel nothing stood out except excellent staff.

This location should be fined for allowing rooms this disgusting to be booked! NEVER AGAIN!!

Never made it. We did not stay there. I need a refund!

No room service

Property in bad conditions

old needs renovation

Quiet place Just the lights on parking turn on when was to dark the night

The representative at the front desk was amazing I enjoyed my room the bed was very comfortable I do believe that the shower could use an upgrade shower head needs to be cleaned or replaced but overall it was great and peaceful I shall return 😊

weeks. Room cleaned when client pays additional money or leaves, checks out. Extra charge for fresh towels. Toilet paper is a premium.

The hotel is difficult to get into. The front desk was closed when we arrived at 9 PM. It is under heavy renovation. The room was very dirty. After trying to clean the floor there were evidence of feces on the bathroom floor (in front of the mirror). Also we saw cockroaches that ran to the kitchen faucet. We had already paid for the room and were very tired so we slept dressed over the bed sheets. It was a very long night as we were expecting something else to happen. Last but not least, when I went to check out there was other guest who had a couple of dogs walking from hus room to the foyer. How clean can the carpet be?

generally Ok

The only good thing I have to say was the lady checking us in was nice and quick! She was great.

Property in disrepair and roaches.