Extended Stay America Suites - Houston - Willowbrook - HWY 249

Amy stayed calm and handled the crowd gracefully during Rodeo season. I could see how patient she was, and she kept offering the kind of hospitality that feels rare in hotels. She doesn’t ask her staff to do anything she wouldn’t do herself, and they’re always busy working. Her assistant Lourdes and the rest of the staff were also ready to help with whatever they could. My family and I had an amazing stay. The rooms were clean, the hallways quiet, the staff friendly, and we felt very safe. Amy was happy to help with anything we needed, always with a smile. We’d definitely come back.

The smell from the pesticides was so strong I started vomiting and my nostrils were burning. Running the AC and opening a window didn’t help. My husband was throwing up outside the building too. The first room smelled terrible, and so did the replacement room, so I said I couldn’t stay and wanted my money back. Amy told me to request the refund through booking.com, saying the hotel manager would send written confirmation of my complaint and verify it. After spending 30 minutes with booking.com outside the hotel, I went back in for that confirmation. Amy refused, saying the hotel would lose commission and that I’d already been moved to another room. I even offered to pay the commission, but she still wouldn’t help and said she was leaving. Her staff member said all she needed to do was write the complaint, but she didn’t want to. She also claimed not to smell anything. I said she might be nose-blind after being there all day, and she became hysterical and said I was threatening her. Amy was unprofessional throughout this. I’ve never known a hotel to spray pesticides while guests are staying there. They should have done it late at night or early in the morning, or at least warned us at check-in so we could return later or book another date if sensitive to the chemicals. Instead, we weren’t told anything.

My husband was trying to make Valentine’s Day romantic, but this wasn’t a clean or romantic place. Amy, the staff member, was pleasant and had good customer service. If you have $65 and need somewhere to stay for a night during hard times, I recommend it.

I was there for less than an hour before the odor throughout the building made me physically sick. I threw up shortly after arriving, and the property felt dirty and poorly maintained. I went straight downstairs and spoke with the manager, Amy. She told me to request a refund through the third-party app and assured me it would be approved. I made the request as she directed and returned to the desk, but then she changed her story and refused to follow through. Lourdes, a worker, was there and heard Amy change her position. Management handled the matter dismissively and unprofessionally. I’d been a paying customer for less than an hour, yet they avoided taking responsibility instead of resolving it. I’m extremely disappointed and would strongly caution others before booking.