Extended Stay America Suites- Houston - Westchase - Richmond

Positive: Nothing Negative: I did not like everything about the hotel

This young man made our stay go from decent to awful in a matter of 10 mins. He should be fired because he is impolite, and has no customer service skills and will run away any guests because he doesn’t respect his customers time. First, my family is staying here through the support of the American Cancer Society while my mother is receiving treatment at MDA here in Houston. Our initial experience here was better than we expected until we met him yesterday. My first experience was when i was trying to enter the lobby from the parking lot. It was early in the evening while the sun was still out and guests were still freely moving in and out. I had a key but bc we rechecked in it was needing to be reset to use. I tapped on the glass, caught his attention and asked if he would let me in. My i

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 quee

🚨Worse customer service🚨 Worst customer service I’ve ever experienced. I stayed at this hotel tonight and the night staff clearly told me I could check out 30 minutes late at the latest. But when I called the front desk in the morning 01/20/2026, the receptionist was a short spanic guy that completely changed everything and treated me like trash. He was extremely rude, disrespectful, and aggressive for no reason. When I asked a simple question, he told me “my name is not your business” and said they don’t accept payments, and that I couldn’t stay even 30 minutes longer. Then he threatened me by saying he would call security to kick me out, instead of talking professionally like a normal human being. I’ve stayed alot in the hotels and i know what is the rules and never had anyone speak to g

They advertise as "pet-friendly". Not only were they NOT, but they actually refused to accommodate my ADA Service Animal. I will be filing a formal complaint. Update: No, I will not be giving you a "second chance." My first impression dealing with your inhospitable staff was enough! I'd suggest you do some serious training with your staff about how to propetly care for people with legit psychiatric disabilities. I'm not talking about an ESA pet. The clerk refused to even look at my dogs' ADA credentials. By contrast, I ended up stay at the Home2Suites on Wilcrest. The customer service was exemplary, over the top. They did not bat an eye at my two huskies. No stupid questions, no asking for their credentials. Simply kindness and ease and a recognition that I was having an extremely challe