Extended Stay America Suites - Baytown

We found blood stains on the sheets and shower curtain, and housekeeping never came. They charged extra for clean towels each day, and the breakfast bar was empty every day, even though we'd paid for breakfast. Our key card also failed every time we swiped it, and the staff made us feel like we were bothering them when we reported it. The property was run down, and the service and management were poor. During check-in, the front desk was dealing with an eviction involving a room with more than 10-15 people in it. Police were called because people were running throughout the hotel. There are residents living here, and it didn't feel safe or suitable for a vacation. The place needs better management and someone to fix the broken amenities. I would never stay again. I usually give people the benefit of the doubt and I'm not hard to please, but this establishment was a joke. If I could give zero stars, I would.

After my family and I had checked in and settled, management told us cats weren't allowed and that we'd have to leave the next morning. I booked Extended Stay America Suites – Baytown because its official website says it's pet-friendly and accepts cats, with no online notice that cats are excluded. They took our payment and let us check in before reversing that policy. This caused real disruption, distress, and hardship for my family, and management showed little accountability or empathy. I believe guests should be able to rely on the amenities a hotel publishes, and this situation felt like false advertising and a misrepresentation of the policy. It could also be considered a breach of contract. I'm asking for corporate review and intervention, and for the published pet policy to be made accurate so other guests don't face this. This reflects poorly on the Extended Stay America brand and shouldn't happen at a national chain. I'll also file a formal complaint with corporate so the issue is addressed.

Anna at the front desk was amazing, caring, and really helpful. She made sure my stay went well. The rooms were spacious, beautiful, and clean.

I was a little unsure about staying here with my small child while our home is being built, but the experience has been a pleasant surprise. The room was very clean when we arrived, and the property is well maintained. When I needed help with the appliances, the front desk attendant, Anne, came to the room herself to help. I also asked a neighbor who was moving out about his stay, and he said he'd been here seven months without any issues. Thanks for making us feel at home.