Extended Stay America Suites - Houston - Westchase - Richmond

Recent Reviews: 37

• User:jacobi_xyz

  Trip type: Solo travel

  roach hotel

  17 Aug 2023

  the location and night staff were friendly… but, i wish i would’ve known beforehand that the building had a pest/roach infestation.i booked late in the evening as it was an emergency circumstance, and it wasn’t until i took my shower was headed to bed that i saw roaches crawling all over the bathroom floor. i immediately got dressed, went downstairs to report the issue, and the attendant offered to come spray the room. of course, after he left, even more appeared… so, i got no sleep at all that night.i dozed off for a few minutes and awoke to a roach crawling on the ceiling above my head. i grabbed my things and immediately left. when checking out, the female attendant—there had just been a shift change—asked how i slept. i told her i didn’t sleep at all because of the roaches and her exact response was, “oh, yeah… we have a really bad infestation problem. sorry.” i asked why are they even renting out the rooms if this is known, and she just shrugged her shoulders. never staying here again. ESA GM, General Manager at Extended Stay America - Houston - Westchase - Richmond, responded to this review Dear JACOBI_XYZ, Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We hope to have the opportunity to provide you with a better stay in the future.Sincerely,Hotel Management

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• User:993effis

  Trip type: Business

  M

  01 Aug 2022

  Horrible place.Invested in cockroaches all over you when you sleep at night, Very dirty, shady people Dangerous area,Do not get close!I wish I looked at the reviews before I checked in. And when I wanted to leave because of the situation they charged me a lot more without letting me know.They had tags. ESA GM, General Manager at Extended Stay America - Houston - Westchase - Richmond, responded to this review Dear Guest, Thank you for being a guest in our hotel. We were sorry to read about your experience. We follow the most rigorous industry standards regarding our rooms' cleanliness and pest control, but the room you occupied will be professionally inspected and treated as a precaution. Thank you again for bringing this to our attention, and we hope to welcome you back soon.Sincerely,Hotel Management

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• User:monamurka2

  Trip type:

  horrible roach infested facility/HORRIBLE CUSTOMER SERVICE

  08 Sept 2020

  1- this property is fully roach infested. I had to treat my own room with boric acid.2- you need to kiss butt big time for your room to be weekly serviced, management always comes up with a million excuses for not doing their job. "we are short staffed, " we do not clean on holidays". you are not leasing, this is a daily paid hotel, not a shelter, cleaning service should be daily. STAY AWAY FROM ESA AND THIS PROPERTY IN PARTICULAR.DANY FEDERMAN- ROOM 115 090920 iResponze Alerts, Agency / Consultant at Extended Stay America - Houston - Westchase - Richmond, responded to this review Dany, thank you for your review. We sincerely apologize for the roaches you encountered. Our pest control provider has serviced the hotel, and we are working to ensure such issues do not happen in the future. We are also sorry for the service issue you experienced. Normally our staff does a terrific job of responding to our guests’ needs, and in your case, that did not happen. We value your feedback and will use it to ensure we are more consistent in our service levels. We hope you will consider this as an isolated incident and will give us another opportunity to provide you with a better experience. Sincerely,Hotel Management

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• User:NicoleDarling

  Trip type: Family

  Don’t waste your time or money

  09 Mar 2020

  This place is absolutely ridiculous! I booked almost 2 weeks in advance for a room with 2 beds, paid in advance, and received confirmation after purchase. The DAY OF check in I receive a call from the hotel 28 minutes AFTER check in times start to be informed they don’t have a room for me. I would not had made a review if the woman on the phone hadn’t been so uncaring about the situation at all. The company as a whole needs to improve on knowing when they are overbooked mass informing the customer before the day they are supposed to check in or at least prior to the check in times start. I was told over the phone SHE would call around to see what was open at other local extended stays after trying to push for a single queen room. We have 3 people.... how are 3 people going to fit on a queen and be comfortable. I was shocked at her attitude when I turned down the other room and told her I wanted the room I ALREADY PAID FOR. She never called back and just let Expedia fix the problem for her even though they have no control over their room numbers. Luckily the nice man at Expedia found us another hotel (not an extended stay) for us to stay in with BETTER amenities, a nicer room and a much higher cost that was taken care of. Thank you Expedia! This extended stay location has lost my business and my recommendation. Please consider hiring a more compassionate front desk agent and keep better track of your availability. iResponze A, Owner at Extended Stay America - Houston - Westchase - Richmond, responded to this review Thank you for the detailed review. We are sorry you could not stay with us this time and regret the reservation issue you encountered. We are reviewing this with the appropriate team to see what went wrong so that it is not repeated in the future. Also, we apologize you did not experience the best from our front desk individual. Your comments will be shared with the appropriate member to be more diligent going forward. We hope you will visit us again in the future so that we can provide you and your family with the room that best meets your needs. Sincerely,Hotel Management

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• User:GeraldB1972

  Trip type: Business

  Worst hotel and personnel

  21 Sept 2019

  Last Wednesday I booked 4 nights at this hotel. 20 minutes after receiving the confirmation, I was at the reception to get my room. The receptionist was sitting and eating on the desk. After yelling on another customer, he/she looked for 10 minutes in the system in order to find my booking. He/she then give a key of a room and told me to go and see if the room was clean. When I get to the room, there were people inside!!! Back to the reception, he/she told me that the hotel was then full and there was no room for me. I called immediately booking.com to explain the situation. But 5 days after I still don’t get my money back. Stay away from this hotel as they are not honest. They confirm your reservation when they know that they are fully booked and they don’t reimburse you iResponze A, Hotel Management at Extended Stay America - Houston - Westchase - Richmond, responded to this review Dear GeraldB1972,Thank you for bringing your concerns to our attention. We take these matters very seriously and will take the necessary actions to ensure your concerns are properly addressed.Sincerely,Hotel Management

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