MainStay Suites Houston NASA/Clear Lake

Business reply on Google

Mrs. Taylor, I sincerely apologize that your recent stay did not meet your expectations, as this is never the experience we want for our guests. Please know that as a Choice Hotel we are required to have proper blackout curtains in the guest rooms for privacy. We would never want a guest to feel unsafe or for people to see in the rooms. Prior to check-in, all guest rooms are inspected to ensure they are in proper condition and ready for arrival. Your room was inspected both before your check-in and after your departure, and on both occasions, blackout curtains were confirmed to be present in both. As well, I apologize about the trash in the hallways. As a courtesy, we ask guests to place their trash outside the doors before noon each day and a staff member will come to pick it up and leave a replacement bag for them. Additionally, I would like to inform you that another guest associated with your reservation, who had checked into a separate room, was asked to leave the property due to inappropriate behavior toward our staff, including the use of disrespectful language while they were attempting to assist with a room concern. I understand this may not be the outcome you were hoping

Business reply on Google

Mr. Berny, Thank you for taking the time to complete our survey. We appreciate all feedback, whether positive or negative, as it gives us the opportunity to learn, grow, and make improvements where needed. Unfortunately, there were several issues during your stay. We received a guest complaint regarding a door repeatedly opening and closing for approximately 10 minutes, along with loud screaming and yelling from children in the room. While we understand that children can be energetic, we also have quiet hours from 10:00 PM to 8:00 AM out of respect for all guests. This complaint was received at 7:10 AM. You also reported an issue with the room, and I explained to your wife that I would have our maintenance team come up to inspect it. However, when our maintenance staff arrived, he was met with profanity and was told to leave the room. We cannot allow staff members to be treated disrespectfully, especially when they are attempting to assist. As a result of these circumstances, you were asked to leave the property and were fully refunded for the unused night of your stay. I apologize that your visit did not result in a better experience, as that is never the outcome we want for our g

Business reply on Google

Mr. Horne, All feedback—positive or negative—is an opportunity for us to learn, grow, and make improvements when necessary. While this is not the experience we want any guest to have, guests are responsible for any damage caused to the room during their stay. Regarding your statement about guests from the previous day being asked to leave, there was no “heated argument.” Those guests were asked to vacate the room, and the room was thoroughly inspected afterward. All televisions were confirmed to be in working condition. Likewise, the room you were assigned was thoroughly inspected both before your arrival and after your departure. When you called the hotel to speak with me, I listened respectfully and allowed you to fully explain your concerns. However, when I attempted to explain the steps taken prior to charging the damage fee, the conversation became unproductive. You spoke over me, raised your voice, used profanity, and directed personal insults toward me. I am always willing to address guest concerns, but I cannot continue conversations that become abusive. At no point during your stay was a broken television reported to our staff. The damage was discovered only after checkout

Business reply on Google

Mrs. Horne, Thank you for taking the time to leave a review. Whether positive or negative, we view every review as an opportunity to learn, grow, and improve our guest experience. I would like to provide clarification regarding what occurred during your stay. Before any guest checks into a room, it is thoroughly inspected to ensure it meets our standards and that all amenities are in proper working condition. This includes turning on all televisions and confirming that remotes function correctly. On the afternoon of your arrival, I personally inspected the room assigned to your family, confirmed that all televisions were working, and left a handwritten welcome card to signify that the room had been checked. During your stay, no issues were reported to our staff on the day of check-in. The following morning, your family contacted the front desk to report that the toilet was stopped up and that water had overflowed onto the bathroom floor and into the living room carpet. Maintenance responded promptly to repair the toilet, clean up the water, and provide fresh towels so your family could shower. At that time, no concerns were raised regarding any televisions. Your family checked out

Business reply on Google

Good morning Mrs. Francis, As always, we welcome the feedback that our guests provide both good and bad. If is a chance for us to learn and grow and make changes as needed. I apologize that you had a few issues during your stay with us. That is not the experience we would like our guests to have. If these issues were brought to our attention during your stay, we would have quickly tried to correct them or move you rooms if necessary. When your husband was checking out, he informed me of find 3 fleas while he was walking out. I had maintenance treat the entire room and hallway for fleas within an hour. I apologize for any frustration or confusion, but since no issues were brought to our attention during your stay, we are unable to authorize a full refund as requested from hotels.com on behalf of your husband. The front lobby of our hotel has both video and audio recording that has backed up everything I have shared with both you and your husband. Safe travels and have a wonderful day! Dana Jones Property Manager MainStay Suites

Business reply on Google

Dear Mr. Francis, Thank you for taking the time to leave feedback regarding your recent stay. While we appreciate all guest comments—positive or negative—I feel it’s important to clarify a few key points regarding your experience. At the time of check-in, you were informed about our ongoing renovations in approximately 42 rooms due to a recent issue with a fire sprinkler pipe. Despite these renovations, we placed you in a fully functional room, and no concerns were raised during your 3-day stay. It wasn't until the moment of your checkout that you reported finding 3 fleas in the room. I, Dana, the property manager, personally spoke with you and apologized sincerely for the inconvenience. You acknowledged and appreciated the way the concern was handled. However, shortly after our conversation, you contacted the third-party booking site and demanded a full refund for your entire stay. While I understand that any pest-related issue is frustrating, it’s important to note that this particular room has not hosted a guest with pets in several months. Furthermore, your own statement at checkout was that you “didn’t notice the fleas until we were walking out.” Had this concern been brought

Business reply on Google

Good evening Mrs. Rivas, Thank you for completing our survey and providing feedback. On behalf of our entire team, I sincerely apologize that the condition of your room did not meet your expectations. Anytime a guest has an issue, it gives us a valuable opportunity to correct it, learn from it, and grow—so that future guests do not have the same experience. Please know that all rooms are thoroughly cleaned by our housekeeping staff prior to check-in. Unfortunately, the building you stayed in is currently undergoing renovations due to a burst pipe, which may have contributed to the condition you encountered. We truly hope you’ll consider giving us another chance in the future to provide you with a more positive and relaxing stay. Wishing you a wonderful day. Dana Jones Property Manager

Business reply on Google

Thank you for taking the time to complete our online survey regarding your recent stay at MainStay Suites Houston NASA/Clear Lake. Allow me to apologize on behalf of our hotel for failing to meet your expectations regarding all the issues on your recent visit. I have shared your feedback with maintenance to better handle these types of situations differently in the future. Feedback from our Choice Privileges members on their experiences is what we use to further our constant improvement. Again, thank you for your time and valuable feedback. We hope for another opportunity to properly host you in the future.

Business reply on Google

Thank you for taking the time to complete our online survey regarding your recent stay at MainStay Suites. On behalf of our entire team, I would like to apologize for failing to exceed your expectations with cleanliness. Your satisfaction is important to us as a valued Choice Privileges member. We will be using your feedback to make improvements, so that we can provide exceptional experience for our guests. We hope for an opportunity to properly host you in the future.

Business reply on Google

Dear Paula P, Thank you for taking the time to complete our online survey regarding your recent stay at MainStay Suites Houston NASA/Clear Lake. On behalf of our entire team, I would like to apologize for failing to exceed your expectations with all the issues you came across during your stay. Your satisfaction is important to us as a valued Choice Privileges member. We will be using your feedback to make improvements, so that we can provide exceptional experience for our guests. We hope for an opportunity to properly host you in the future. Sincerely,