Extended Stay America - Houston - I-10 West - CityCentre

"This Extended Stay America Hotel Location is simply the best !! Maria, The general manager and her staff is by far the best hotel staff I’ve ever had the pleasure to experience. The rooms are clean and the service is excellent. My work requires me to be in the area for long periods of time. I’ve tried other hotels in the area and none of them seems to measured up. They simply cannot compete!! This time it’s been 3 months and I simply love it!!"

"My stay was from 1/14 to 1/21 (left early) When I got there, I was told that there would be room cleaning every two days and I was asked in two occasions during the check in process if that was okay. At no point during my stay did house keeping come, and when I mentioned it at check out they said it was every two weeks and it was a service I had to pay for. Through out my entire stay, I was unable to connect to the WiFi. I called Monday evening (2nd night) to complain and the lady blamed my computer and asked me to reset it to which I had already done. Then the lady said it was probably due to the weather, who made absolutely no sense and when I called her out on it, she asked me to let her look into it and then she hung up on me. I thought it must have been a mistake as that would have been the rudest thing to do to a customer. After waiting and not getting a callback, I called the front desk again and the lady picked up and hung up immediately. I then attempted to contact the front desk the next morning, wanting to complain and wanting a refund on the internet package I purchased and request a discount on my stay. The lady at the front desk apologized and said she didn’t see the internet charge on my bill. When I inquired about receiving a discount on my stay due to the inconvenience of the WiFi and the rudeness and unprofessional behavior I received from the staff. I was told that the manager was not available. The offered me a sticky note with the word “ESACorp” and was told I can use the employee WiFi and that the password was the same as its name. That WiFi name was never present through out my entire stay. After not having received the housekeeping service and after the service I received. I decided to check out early, and again submit my same complaints and was that employee questioned my integrity and said I was only bringing these problems at check out because I want to be compensated and that I should have complained earlier. I told her I couldn’t because the manager was not available on Tuesday, to which I was told the manager isn’t available on weekends. On top of this she couldn’t check me out due to a “system issue” they were having. I never got my final receipt to be able to review the charges. This has been the absolute worst hotel experience I have ever had, and I use to talk so highly of ESA, but I will no longer do so."

"My recent stay at the extended stay was marred by a disappointing encounter with the receptionist, whose name I'm unfortunately unsure of. Her demeanor was notably rude, casting a shadow over the overall experience. Adding to the frustration, upon arriving from Canada to Houston, I faced a 40-minute wait due to the inability to locate my reservation. This inconvenience was not only time-consuming but also impacted my travel-weary experience negatively. Regrettably, based on this encounter, I cannot recommend this establishment. I hope my feedback prompts improvements in customer service and reservation management for future guests"