Extended Stay America Houston Willowbrook

Calvin Williams

I was inside this hotel for less than one hour because the odor throughout the building was overwhelming and unsanitary. The smell was so bad it made me physically sick — I actually threw up shortly after entering. The entire property felt unclean and poorly maintained. I went downstairs immediately to speak with the manager, Amy. She clearly instructed me to request a refund through the third-party app and assured me it would be approved. I followed her directions in good faith, completed the request, and returned to the desk — only for her to reverse her statement and refuse to honor what she had just told me. Lourdes ( worker ) was present and heard the conversation when Amy changed her position. The situation was handled in a dismissive and unprofessional manner. Instead of resolving the issue for a paying customer who stayed less than an hour, management chose to avoid accountability. This reflects extremely poor leadership and customer service. I am extremely disappointed with how this was handled and would strongly caution others before booking here.

a week ago

Kimberlin George

This hotel was the BEST. My husband and I had to stay here for about 3 months and needless to say it was like home. It smelled good, it was clean, safe and we were always taken care of. When we first inquired we went in and Amy helped us out so much. She worked until she got a good price for us. We started off in a King studio and wanted a suite. Amy the manager looked out for us. As soon as a suite was available she made sure that we got it. Everyone there is really helpful and sweet. Lourdes at the front desk was great as well. They knew all of us on a personal level. If we need a long term stay again, this would definitely be the spot!

2 months ago

Tia Jatta

I can only share my experience. I love the courtesy of the staff everyone is great. Amy stands out the most for me. She is truly great at what she does. I have not seen a smile on her face, she has great body language skills, her voice is always professional soft and kind. I have watched her help other guest and she does it very well. I have worked in Customer service for over 30 years I have encountered my fair share of not good customer service. I can tell you this Amy definitely adhere to that good old customer service motto " treat the customer like you would your family" I can tell she goes above and beyond in her Hospitality Skills. Amy and the rest of the staff truly makes staying here comfortably amd safe. Amy and the staff truly makes this hotel look very good.

a month ago

Marrissa Lamb-Ferguson

I have nothing bad to say about this hotel. The rooms are nice and spacious. I walked in my first day to clean and comfortable quarters. The lobby, halls, stairwell and elevator are all clean and smell good. Very well maintained. Staff wise, Amy is top tier. Very welcoming personality and understanding. Lourdes is good too. She’s always making sure the hotel looks and smells good. I’d recommend

3 months ago

Rachelle Brown

This is by far one of the best places I have stayed. Amy and Lourdes especially go above and beyond to help the long term residents here and those who need a temporary place to stay (like my daughter and I). Amy is so kind hearted, helps as much as she can and asissts within her limits. I would definitely recommend this place as it is clean, safe and a bit cheaper if you book through priceline.com. I have nothing but positive things to say about my 1.5 week stay.

3 months ago