Extended Stay America Houston Willowbrook

Oh my goodness this was the place I was telling you guys about. My husband was trying to be romantic on Valentine’s Day! This is not a clean and romantic place. Now Amy the staff member has great customer service. She was pleasant. If you have $65 and you need a place to stay for a night due to hard times. I recommend this place.

3 weeks ago

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.

2 months ago

Amy is so unprofessional, there was a rancid smell throughout the hallways and rooms because they decided to spray pesticides during our stay. Never in my lifetime have I ever stayed at a hotel that decides to spray during the stay you would think they would do so late at night or early in the morning. When they checked us in they would have the common sense enough to warn us pest control is arriving and if we’re sensitive to harmful sprays to come back later or reserve for another date or something but they didn’t. The smell was so overwhelming I started to puke and nostrils were burning. I tried to run the ac and open a window but it was too bad so I told them I couldn’t stay anymore I’d like a refund. They told me they would just put me in another room I complied but that room smelled horrid as well so I told them please I can’t stay here I want my money back. They told me since I booked through booking.com I have to call them first and they would verify my refund when the hotel manager sends a written confirmation of my complaint. After 30 min in contact with booking.com (outside of the hotel) I go back inside to ask for the written confirmation from Amy. She refused to give it to me because she said they would lose commission and I already been accommodated with a new room. If they would’ve told me simply I won’t get my money back I would’ve just took it as a learning lesson but the fact they told me how to get a refund and didn’t want to help me get it is insane. I even told Amy I would pay the commission but she refused and said she was going to leave. Her staff member said all she had to do to get me a refund was write the written complaint but she didn’t want to and exceeded to say that she doesn’t smell anything while my husband is throwing up in the front of the building. I told her she’s been there all day she must’ve been nose blind to it and she began to get hysterical and claim I was threatening.

3 weeks ago

I checked into Extended Stay America at 16939 SH-249 S, Houston, TX. Upon entering the lobby and hallway, there was a strong, foul odor. Inside the room, the smell intensified and resembled sewage or mold. Within less than an hour, my husband became physically ill and began vomiting. We immediately notified the on-duty manager, Amy. Although she offered another room, we declined because my husband was already sick and we did not feel safe remaining on the property. She told us we had to contact the third-party booking app for a refund. The app agreed to refund us but required written confirmation from the property. When I returned and requested that confirmation, Amy refused, stating the hotel would “lose commission.” She also said she checked the room herself and was “perfectly fine,” suggesting my husband was “sensitive.” During this interaction, she repeatedly stated she was ready to leave (for Valentine’s Day) and appeared more concerned with going home than addressing a guest becoming physically ill. At no point did she check on his wellbeing or attempt to resolve the issue. A guest became physically ill within an hour of being in the room, and management refused to address concerns of paying customers.

3 weeks ago

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.

3 weeks ago