Extended Stay America Suites - Houston - Westchase - Westheimer

If any member of management sees this message, I would kindly request that you address a concern with your front desk associate, Caroline. It took me three attempts to get someone to answer the phone. On the first try, the call was disconnected immediately. On the second, I was redirected without resolution. Finally, on the third attempt, Caroline answered, but her attitude was far from welcoming or professional. This experience fell short of the level of customer service I expected.

I feel so unsafe. Place is dirty. End up didn’t stay there.

Nowhere was it noted prior to booking, nor was I contacted by management after they received and confirmed my already paid for booking, THAT THEY HAD NO WORKING ELEVATOR, NO LOWER FLOOR VACANCIES, NO VACANCIES AT ANY OF THE OTHER NEARBY LOCATIONS AND, THAT I WAS ON THE 4TH FLOOR! And I have a handicap placard on my vehicle. I couldn't cancel because I wasn't informed prior to the check in time. I have spinal stenosis, and need a knee replacement. My partner had to navigate four flights of stairs to carry our belongings a few items at a time. She's small. I noticed that certain doors leading into the building were blocked open with a rock so that people staying on that end of the building could enter and exit. Since there was no working elevator, there was no need to traverse such a long distance to exit and enter by the secure entrance and exit of the check out desk. Not a very safe building! God forbid any kind of emergency takes place. I will be seeking a return of some, if not all of my money.

I asked for a smoke free room, and this one is not!! The elevator was not working and my room is on the 4th floor! Big room and small tv, and the springs on the bed is horrible like a jail cell and the sheets and entire room smells like smoke! I need a refund as I am trying to make the best of it!

Dont waste ur money here The room was horrible no blankets no dishes in a full kitchen room bed was broken 😫 waste of money

Horrible irresponsible conditions and actions The stay was horrible. We had reservations for 3 adults there was no mattress on the sofa couch so 3 adults had to squeeze in one bed and the receptionist was no help and had no solution. We wve had to go buy our own cover and roaces was everywhere. I will not be recommending this place. I will be contacting corporate. Plus the website doesn't let you upload your pictures.