Extended Stay America - Houston - Med Ctr-NRG Park-Fannin

It’s handy for the train, and the staff and building seem nice. The rooms look pretty good, but the problems made it one of the worst hotel stays I’ve had. The AC didn’t work in the first room, so I switched. Then the shower in the new room was broken, and I was told to wait an hour for maintenance because it was his day off. I had to go back to the first room to shower. There was trash all over outside by the stairs, too. The cleaner was very nice and understood my complaints, but I can’t recommend the place.

There is security in the parking lot at night, which was nice, but I wouldn’t recommend staying here. The rooms are outdated, dirty, and in disrepair. The first one we saw had at least a dozen roaches in the bathroom and water damage on the ceiling above the bed. One early morning, we were locked out because the key cards weren’t working. Nobody was at the front desk, and no one answered the phone. The staff we encountered were discourteous, unprofessional, and unhelpful. There’s no hot or cold breakfast, just packaged items, and no coffee pot in the room. The stock photos are so misleading!

I stayed one night and that was one too many. The floor was dirty, there was an empty foam food container in the cupboard, and trash under the bathroom sink. I found long black hairs in the tub, on the back of the toilet seat, and on the bath towel. There was even part of a sock above the microwave. Utensils were advertised but missing, and given how unclean things were, I wouldn’t have used them anyway. I didn’t feel comfortable taking a shower. They advertised breakfast, though I don’t know why since there was nothing. I won’t recommend or stay here again.

The staff were the best part. They were kind, quick, and really helpful, even with some harsh customers I saw them deal with. They fixed the missing shower curtain within three minutes of my mentioning it. The room was nicer than I expected and had decent movie channels, though the shower pressure was weak. Breakfast was just oatmeal packets to make yourself and apples, which wasn’t what I expected. At least it was something, but I wouldn’t advertise that as breakfast. I was also charged a $100 room deductible that I was told had already been refunded, and I’m still trying to get it back. For the NRG Park convention, I’d give the location 4/5, the room 3/5, and breakfast 0/5. The staff are why I gave the hotel its rating.