Name: Extended Stay America Houston Sugar Land
Address: 13420 Southwest Freeway, Houston (tx), 77478, US

2/10

Poor

09 Jul 2026

Yolanda

Terrible. Nasty. Old. Dangerous.

Self

6/10

Pleasant

31 May 2026

Carla

The hotel was clean, The staff were great. The only problem I had was the smell throughout the hotel and the room.

Family

2/10

Poor

23 May 2026

lazerick

During my stay 5/22 -5/23 it began to rain at 4:30am and the ceiling started leaking above the bed. The water continued to pour from the ceiling on to the bed, the recliner and my clothing that was laid across the recliner. I called the emergency afterhours phone number and had them contact a desk attendant. They offered a new room or to just wait it out. So I requested a room change.
The desk attendant named Jordan came to my room observed the water and told me that she wasn't giving me a different room unless I booked an additional night. Jordan instructed me to call Expedia to inquire about a refund. I asked Jordan will the property approve the refund or partial refund if I requested it from Expedia. Jordan responded that she sees the damage and the ceiling leakes when it rains she ensured me that the property would except any request for compensation from Expedia due to video recording I have of the leak.

I've since then checked with Expedia and the property and I've been denied any type of compensation or apology. What I was met with was accusations about smoking in the room. I can guarantee that I went outside to smoke several times throughout the night. Cameras don't lie, if management had taken the time to review said cameras they would see me entering and exiting to smok. They are referring to is the room smelling like barbecue. Upon entering the room at 10pm when I checked in the room smelled like someone had lit a entire barbecue pit inside of the room.

Partner

8/10

Excellent

09 May 2026

Gulraiz

Need floor cleaning properly when you walk feel like stick.

4/10

Poor

26 Apr 2026

Caleb

The property was old and musty with bad lighting and dated fixtures. The front desk staff was not rude or mean, but she had an AirPod in and seemed uninterested and unhappy. She did not greet us at check-in and was not friendly or hospitable, but she was efficient. The property has dirty and smelly entrances (stairwells), and our room and bathroom had bugs in them. The sheets seemed washed, but we found a hair strand on the bed. The kitchen and bathroom are in really bad shape with cabinets missing and paint chipping. The popcorn ceiling everywhere was concerning given the historical health problems that come from these types of ceilings and construction (e.g., asbestos).

Partner

4/10

Poor

20 Mar 2026

Miguel

It smelled bad, the staff were very distant, and for some reason our checkout was at 11:00 a.m. and someone from the staff came to knock on the door at 9:00 a.m. to ask why we were leaving, very bad taste.

Family

2/10

Poor

20 Mar 2026

Amanda

It was dirty smelled like dirty feet

Family_with_children

2/10

Poor

09 Mar 2026

Tonice

Very poor conditions; not clean

10/10

Exceptional

09 Mar 2026

Andy

Not use it

Friends_and_family Family

10/10

Exceptional

09 Mar 2026

JaCoria

Very quiet

Self

8/10

Excellent

07 Mar 2026

Kari

Room was clean. Staff was excellent. Bath tub was peeling and the shower wall peeling. Kitchen cabinets need repair and installed.

Friends_and_family Friends

4/10

Poor

03 Mar 2026

Daniel

The room was supposed to be no smoking yet there were burn holes everywhere. The water wouldn’t not get hot, just lukewarm and the toilet seemed as if it was going to fall over. It was the leaning tower of porcelain.

2/10

Poor

02 Mar 2026

Rey

Horrible.....everything in the rooms is out dated and in horrible condition. Hall way and rooms smelled bad. Will to be returning or referring anyone to this hotel

Friends_and_family Family

2/10

Poor

25 Feb 2026

Louqur

It terrible

Self

10/10

Exceptional

22 Jan 2026

Nidia

100 perfec chicas de recepción excelente atención hermosas mujeres atentas

Friends_and_family Family

2/10

Poor

23 Dec 2025

Hafsa

The room was terrible and was not look like as shown in pictures. To much bad smell. No breakfast. No housekeeping services.

Friends_and_family Friends

10/10

Exceptional

13 Dec 2025

belinda

Yes

Friends_and_family Family

6/10

Pleasant

28 Nov 2025

Sidney

Lots of things that need to be reevaluated here, outside doors are broken and some don’t even lock, others don’t unlock. Dogs urinate in the hallway by the outside door, bad smells, roaches and bugs . Not very welcoming but I guess for the price you’re paying this is what you get.

Leisure Self

6/10

Pleasant

19 Nov 2025

Sidney

Lock on outside door broken, seen a few roaches in the room and the loud banging from the doors is annoying. But it’s quiet

Leisure Friends

6/10

Pleasant

23 Oct 2025

EVELYN J

Room was clean, however, there was bare minimum furniture in room. Bathroom toilet leaked all over floor, didn't flush right. No food available on premises. Outdoor close surroundings were dirty, lots of trash. No handicapped room with safety seat in shower.

Business_and_leisure Self

6/10

Pleasant

23 Sep 2025

Nelson

There is a kitchen which was the main reason for renting. Unfortunately, the kitchen was not equipped. Kitchen pots, plates, and other utensils were available for additional rental cost or purchase.

Leisure Family

2/10

Poor

16 Sep 2025

Jummy

I really need money back. I had to leave the room due to bed bugs dust broken furniture, had very bad allergy. There must have been animals lived in that room. I couldn’t breathe. I’m sorry. The attendant Denease couldn’t help me. I slept in my car.

Leisure Self

10/10

Exceptional

10 Sep 2025

Kimberly

Very clean room. Reba rhe manager is very helpful and makes sure you have what you need. Safe area. Lots of parking. Quiet.

Partner

10/10

Exceptional

31 Aug 2025

Jennifer

The staff was great! The room was absolutely terrible! Out dated and dirty. Upon arrival there was sketchy people wandering the parking lot and one was using drugs. I definitely did not feel safe. You get what you pay for I guess. But I need to stress again, the staff was wonderful!

Leisure Self

2/10

Poor

15 Aug 2025

stephanie

Room smelled

2/10

Poor

10 Aug 2025

Sheshacharya

Bed was bad and ax doe snot work and with dust

10/10

Exceptional

09 Aug 2025

Pryscilla

The staff was very friendly, and the environment was quiet with reasonable pricing. However, my room had a noticeable mildew odor, and the ceiling showed significant water damage, including large visible bubbles.

Business_and_leisure Self

8/10

Excellent

09 Aug 2025

Pryscilla

The staff was very friendly, and the environment was quiet with reasonable pricing. However, my room had a noticeable mildew odor, and the ceiling showed significant water damage, including large visible bubbles.

Business_and_leisure Self

2/10

Poor

06 Aug 2025

Steven

Smells like smoke

10/10

Exceptional

02 Aug 2025

Tribete

Love it will go back

Business_and_leisure Self

10/10

Exceptional

30 Jul 2025

Jonthan

Loved it

4/10

Poor

30 Jul 2025

tamica

The wifi didn't work there the first room had no sheets blankets or pollows for the sofa bed mattress was stained up the second room had roaches

Leisure Family_with_children

10/10

Exceptional

28 Jul 2025

Jon

Its amazing going to book again

4/10

Poor

20 Jul 2025

Caitlin

The property is easy to find and felt safe. But the rooms are dirty and in poor condition. Staff were wonderful. I ended up leaving the place and going to a different property.

Self

6/10

Pleasant

20 Jul 2025

Damacio

No bugs, good price

No bug, doesnt smell and the price is good. Other th

Friends_and_family Family

6/10

Pleasant

08 Jul 2025

Misty

The room we stayed in only had one light for the entire room that worked

Business Family

10/10

Exceptional

30 Jun 2025

Locksley

Nice

10/10

Exceptional

23 Jun 2025

Kimberly

Very polite and helpful staff. Quiet location and very accessible to main roads. Clean and well kept rooms as well.

Partner

2/10

Poor

22 Jun 2025

Kelin

Dont ever go to this place. We booked two rooms and they only gave us one room and that too was awfully

2/10

Poor

22 Jun 2025

julian

Worst smell like mold carpet was wet by the ac unit and bed bugs in the sofa bed where my kids were laying down we left

Leisure Family

2/10

Poor

17 Jun 2025

Dinorah

The room I reserved was to sleep 6 but the pull out sofa had mildew or mold on it, it was broken, could not hold any weight. There was 2 towels for a room capacity of six. The entrance of the hotel was locked down with baracades on it, there was no reception, the reception area had a metal curtain, to enter building and check in there was a phone outside where you had to wait to be let into the building through a side door that I had to go find. I have photos but for whatever reason I am not able to load. DO NOT STAY HERE GO SOMEWHERE SAFE AND HEALTHY.

2/10

Poor

10 Jun 2025

Jessica

Roaches. Tried to make me pay for washcloths. Disgusting property.

2/10

Poor

08 Jun 2025

Elizabeth

Very bad experience. They took payment and there were no body to give a room. I called different number for help but was no body . I ended paying again to another hotel to sleep. I stayed outside more than 2 hrs going around to find some help but nothing. I real need my payment back this was not rigjth at all.

Business_and_leisure Friends

2/10

Poor

26 May 2025

Verified traveler

I’m writing to formally request a full refund and compensation for my recent stay booked through Hotels.com at Extended Stay in Houston. This was by far one of the worst lodging experiences I’ve ever had, and I’m extremely disappointed that it was listed as a 3-star property on your platform.

Here’s what happened:
•After driving from Dallas to Houston, I arrived around 3:00 AM only to find no one at the front desk. I had to call the hotel’s central support line and wait nearly 40 minutes before someone finally showed up to check me in.
•The first room had cockroaches.
•I was given a second room, which had water leaking on the floor.
•With no viable alternatives and being completely exhausted, I had no choice but to stay. The next morning, I woke up with itchy rashes all over my legs, likely due to bed bugs.

This property is clearly unsafe, unsanitary, and unfit for guests, and I am appalled that it continues to be listed as a recommended hotel on your platform. Calling it a 3-star hotel is completely misleading — it shouldn’t even qualify for 1 star.

I expect the following:
1.A full refund for this booking.
2.Additional compensation for the distress, inconvenience, and potential health issues I experienced.

Please escalate this to your resolution team immediately. I’m happy to provide any documentation needed, including photos or medical follow-up if required.

Looking forward to a prompt and satisfactory response.

Business Friends

4/10

Poor

24 May 2025

Austin

Hair in bath tub
No laundry

2/10

Poor

18 May 2025

LaTonya

We pulled in to check in a female customer was at the counter complaining that someone just tried to get in her room so she was armed. So at this point it was a no for me... I didn't stay to see the outcome so I cancelled my reservations. So why am I still getting charges from this property?

Business_and_leisure Family

10/10

Exceptional

12 May 2025

Regina

Everything

Leisure Family

8/10

Excellent

12 May 2025

Paul

For the price it was appropriate was t a 5 star but didn’t pay 5 star prices either. It was ok.

8/10

Excellent

12 May 2025

Paul S

For the rate charged it was appropriate. Not a 5 star but at least no bugs and it was quiet enough to sleep.

Leisure Self

10/10

Exceptional

12 May 2025

Ron

—-

4/10

Poor

11 May 2025

DAVID

Roach infested

Leisure Family

2/10

Poor

10 May 2025

Michael

Don’t waste your money

Room was disgusting and should not have been occupied. Roaches and flys enjoyed the room more than I did

Self

8/10

Excellent

10 May 2025

Maxwell

The property was very clean. His staff is very friendly.

Business_and_leisure Partner

8/10

Excellent

10 May 2025

Kendra

It was what I needed, which was a bed for the night.

Business_and_leisure Self

2/10

Poor

06 May 2025

Dennis

C

Business_and_leisure

6/10

Pleasant

02 May 2025

Nahum

Good would come again

Leisure Partner

2/10

Poor

25 Apr 2025

LaMarcus

Filthy

Everything about it was filthy no human staff after certain hours horrible experience

Friends_and_family Family

10/10

Exceptional

19 Apr 2025

Michelle

The check in Lady was very pleasant and very helpful

Leisure Partner

6/10

Pleasant

14 Apr 2025

Corey

Room had a very bad smell (smelled like feet also television is very small hard to watch anything, staff was great though and very helpful and friendly

Business Self

2/10

Poor

12 Apr 2025

Katie

Dirty, smelly

2/10

Poor

06 Apr 2025

Kandy

This was the worst hotel I’ve ever stayed in. It was dirty, the toilet did not flush, I called twice about that to the front desk. We were given one towel for 2 people. The shower sprayed everywhere. I’d like my money refunded.

6/10

Pleasant

02 Apr 2025

FAUSTINO

Lock on doors did not open and trash in the halls and no trash bins and no pick up trash, mattresses were hard to slip on and pillows old, no security guards or cameras because while we were there they stole a work truck from the parking lot , pool close and no breakfast to tenants and no safety after dark an black folk rude in hallways !

Leisure Family_with_children

4/10

Poor

31 Mar 2025

Marketa

Me and my kids been at this hotel checked in since March 11 and we haven’t had our room cleaned yet. I guess when you’re on a certain day they only clean the room once every two weeks you have to buy extra towels every week or every day as needed, there’s dog poop on every piece of the grass out here from the guest just letting their dogs poop everywhere. The staff is very nice, but some stuff is out of their hands. I’ve never seen an extended. Stay do what they’re doing so I’m not sure if this happens at every other location, but this is very new to me.

Business_and_leisure Family_with_children

2/10

Poor

16 Mar 2025

Marianna

the pictures look way different. the motel was super old and dirty. there were roaches everywhere. I didn’t even want to take a shower for the night.

6/10

Pleasant

16 Mar 2025

Damian

We took cold showers, there’s no hot water

Business Family

2/10

Poor

15 Mar 2025

Trenita

The lobby closed at 10 and they didn’t say anything about it.

10/10

Exceptional

23 Feb 2025

Alexis

Very nice

6/10

Pleasant

16 Feb 2025

JESSICA

It was ok. The room was kind of run-down, had a little smell. I didn’t see a roach until my last night, but it does give roach motel.

Leisure Self

4/10

Poor

14 Feb 2025

Jazbell

Very disappointed

Business Partner

10/10

Exceptional

09 Feb 2025

Alexis

Easy check in

2/10

Poor

03 Feb 2025

martin

Just a terrible hotel to even think about staying at

8/10

Excellent

25 Jan 2025

Farzane

Good but a little old room. They don’t have hot water and when I asked for an electric kettle they told me that I should pay for it.

2/10

Poor

22 Jan 2025

Mary

Rude

Leisure Family

2/10

Poor

18 Jan 2025

Javier

Sheets did not look clean neither did the room kitchen and bathroom will not stay there again

Business_and_leisure Family_with_children

6/10

Pleasant

16 Jan 2025

Tamandih

Convenient location but room is outdated. Old cabinets and old carpet and sofas.

Leisure Friends

2/10

Poor

05 Jan 2025

Hafiz

It is The First time I’ve been disappointed

8/10

Excellent

03 Jan 2025

Lynette

Its ok for the money

The hotel is in dire need of a upgrade. the tub looked dirty and has paint peeling inside. It looks very unsanitary. There is no cooking utensils. The microwaves are old and rusty along with the shower rod in the bathroom. The television doesnt work and the remote was old and taped up which didnt work. Some plugs in the room didnt work.

Self

4/10

Poor

02 Jan 2025

Briana

It’s fine if you need a place to sleep. It is older and it does have an odd smell but it is clean. The beds are not great quantity.

Leisure Family_with_children

4/10

Poor

30 Dec 2024

Brenda

The sheets where dirty with black stuff that in a way looked like tiny bugs. The furniture was really old and peeling. The lights didn't all work. The outlet in the kitchen didn't work. The sink seem dirty and it was crack. The water was not even hot and my I say it's winter time 😭

Leisure Family

6/10

Pleasant

26 Dec 2024

Jose

First time ever i was asked to take my trash out i spent 2 day i was i little disappointed

4/10

Poor

20 Dec 2024

Verified traveler

Review

It was relaxing and comfortable.

Friends_and_family Friends

10/10

Exceptional

15 Dec 2024

Sandra

Christmas Party stay.

Was only staying one night to visit friends for Christmas party and lived to far to travel home late at night!

Friends_and_family Friends

8/10

Excellent

13 Dec 2024

Corey

I like that the facility is near the freeway. I didn't like that sometimes that back door doesn't work.

Business_and_leisure Family

2/10

Poor

09 Dec 2024

Leslie

This place is out dated broken cabinets marked up walls horrible paint job maintenance unskilled . Getting clean towels guests has to pay for, there's no house keeping here , that explains why this place is nasty . After I paid online I was told \" no refunds \" . I will not ever stay at any Extended stay hotel ever in my life time .

Business Self

2/10

Poor

01 Dec 2024

Mauricio

Hotel was under repairs and was dirty in the lobby

Leisure Self

6/10

Pleasant

29 Nov 2024

Charlene

This is just the normal 2 star hotel nothing stood out except excellent staff.

Leisure Family

2/10

Poor

17 Nov 2024

Patricia

Assigned a room that was dirty, bugs on wall, and roaches!! Also the couch bed mattress was totally dirty with stains which were possibly pee stains. Assigned another room after airing our concerns to front desk. Second room was honestly no better. Roach infested. They said they could maybe \"try\" to get us a room but no double beds our five us a refund! WE OPTED FOR THE FULL REFUND AND SAID THEY WOULD ISSUE TO EXPEDIA WHO WOULD CREIDIT OUR CC THAT WE USED TO BOOK THIS RESERVATION!
This location should be fined for allowing rooms this disgusting to be booked!
NEVER AGAIN!!

Business_and_leisure Family_with_children

2/10

Poor

15 Nov 2024

T

Refund me

Never made it. We did not stay there. I need a refund!

Friends_and_family Family

2/10

Poor

13 Nov 2024

Umair

No room service

Business Partner

4/10

Poor

12 Nov 2024

BERLAIN

Property in bad conditions

4/10

Poor

12 Nov 2024

Alalibo

old needs renovation

10/10

Exceptional

11 Nov 2024

Juan Carlos

Excellent

Quiet place Just the lights on parking turn on when was to dark the night

Friends_and_family Friends

10/10

Exceptional

07 Nov 2024

Monica

The representative at the front desk was amazing I enjoyed my room the bed was very comfortable I do believe that the shower could use an upgrade shower head needs to be cleaned or replaced but overall it was great and peaceful I shall return 😊

Partner

4/10

Poor

04 Nov 2024

Joe

UNIQUE? Linen change ,@ two
weeks. Room cleaned when client
pays additional money or leaves,
checks out. Extra charge for fresh
towels. Toilet paper is a premium.

Business Self

4/10

Poor

02 Nov 2024

Verified traveler

DIRTY DIRTY DIRTY

The hotel is difficult to get into. The front desk was closed when we arrived at 9 PM. It is under heavy renovation. The room was very dirty. After trying to clean the floor there were evidence of feces on the bathroom floor (in front of the mirror). Also we saw cockroaches that ran to the kitchen faucet. We had already paid for the room and were very tired so we slept dressed over the bed sheets. It was a very long night as we were expecting something else to happen. Last but not least, when I went to check out there was other guest who had a couple of dogs walking from hus room to the foyer. How clean can the carpet be?

Friends_and_family Family

8/10

Excellent

23 Oct 2024

Ugochukwu

generally Ok

Business_and_leisure Family_with_children

2/10

Poor

15 Oct 2024

grace

Never again…

ROACHES.. everywhere. Woke up to them crawling on my baby. IMMEDIATELY LEFT. Please do not book this place.. there are better options. I am not one to leave reviews ( especially bad ) but the room did NOT look like the pictures. The cabinets were broken, and filled with roach eggs/wings/antennas. Smelt like mildew. Construction going on in front.
The only good thing I have to say was the lady checking us in was nice and quick! She was great.

Business

6/10

Pleasant

12 Oct 2024

Joshua

Property in disrepair and roaches.

Business_and_leisure Self

2/10

Poor

07 Oct 2024

Michael

ROACH INFESTATION