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.