Extended Stay America Houston Westchase Richmond

MESSAGE TO MR. NICK PATEL (GENERAL MANAGER FOR EXTENDED STAY AMERICA): Extended Stay America is one of the worst hotel experiences I have ever had. They started out being a customer friendly hotel establishment back in January of last month in which I stayed off and on for 2 days out of a week. This was only temporary until I was able to find a place to live. Well! I was not able to find a place to stay as of yet. But when I returned to Extended Stay America on February 14, 2026 (Saturday), a lady manager, whose name is Bianca (located on 3200 W Sam Houston PKWY, Houston, Tx, 77042) had me banned from every Extended Stay America hotel. She told me the reason I was banned was because I left a permanent stain in some bed linen and that the stain was hard to get out. So, therefore, I was put in the hotel system as a DNR which stands for DO NOT RENT. This type of treatment coming from the manager, Bianca, was totally unacceptable and very hurtful. In addition, I was never told of the hotel policy that if a stain is left on bed linen and is hard to get out, that all hotel customers should be banned from from every hotel establishment. To conclude, Mr. Nick Patel, being a customer at Extended Stay America has been a horrible experience and serious matters need to be taken to have the manager, Bianca, terminated from the hotel establisment for violation of my rights as a customer. And if I am not allowed back into Extended Stay America as a customer, I deserve a refund of all the money I lost.

2 weeks ago

🚨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 guests like that. This employee acts like he hates customers and enjoys making problems. I even heard other guests complain about him too. He apparently says he’s heard complaints before and “he’ll get fired,” but clearly nothing happens because he continues acting rude and arrogant. This hotel seriously needs management and staff training, because letting someone like this work the front desk ruins the entire experience. I will NEVER stay here again and I do not recommend this place to anyone. For General manager Nick Patel

a month ago

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 challenging day (especially after the ordeal at Extended Stay) It was late and all we needed was a place to take a hot shower and crash out. I was even given a 25% discount at checkout from the quoted rate for all my troubles. I am not even lying. You want to talk about getting the hospitality I deserve? That was an example your establishment could stand to replicate. Like they say... you get what you pay for. Too bad that included customer service. Common human decency speaks volumes.

3 months ago

I wouldn’t recommend this place if your looking for a room with good conditions when I arrived there were beds in the hallway outside of rooms, the room In the picture did not look like the room I received, kids playing in the hallway loudly late at night, and the room just looked very old there were socks tha did not belong to me under the couch stains on the floor. The only good thing I have to say about my experience is the customer service everything else was horrible

2 weeks ago

This place still took my money and never let me check in due to their system but yet they refuse to give me a refund! They need to clearly state the times you are not able to check in because it is not posted anywhere and I would have never booked here had I’d known that. Also the guy that works the front desk overnight is low key racist talking about some “you people” always cause problems. He was very unprofessional and was literally scrolling on his phone while I was trying to rectify my situation. Absolutely zero customer service skills, I really wish I could give them 0 stars.

4 months ago