We tried to check-in at 3pm and were told to come back because our rooms were not ready. We came back at 3pm and were given 2 rooms on the extreme opposite ends of the floor (even though I explicitly asked for rooms near each other in the reservation and multiple times during the check-in process). After seeing how far apart the rooms were, we went back to the front desk and asked if they could get us rooms any closer. They told us another room across the hall would be ready later, but they didn't know when. We accepted that and told them to call us when it was ready. We checked into our first room and waited. About 2 hours later we called and they told us the room was ready but they forgot to call us to let us know.
The first room we checked into had multiple issues with the condition of the room... 1) the room smelled overwhelmingly like a dirty wet dog; 2) I pulled 4 plates out of the cupboard and 3 of the 4 had a hair on the plate; 3) the room had 3 forks, 1 knife and no spoons and when we asked for spoons the front desk gave 2 and said that is all they had; 4) the ottoman in the room was stained; 5) the bathroom shower handle fixture was surrounded by heavy corrosion, the shower curtain had a fishing weight attached to it, and the ceiling and walls in the bathroom were heavily covered with mold; and lastly 6) there were several places on the walls in the room where it looked like someone had wiped bodily fluid on the walls.
The second room was in much better condition. It did not have any odor issues, the furniture was not stained and the walls in the room were free of fluid smears. However, there still issues... 1) there was a hair on the kitchen counter (which had just been cleaned); 2) there was a baby toy on the floor near the bed which indicated they had not been too careful in cleaning; 3) while the fixture and curtain in the shower were ok, the ceiling in the bathroom was covered in mold (albeit a bit less than the first room); and 4) the chairs at the table didn't match (one was a desk chair).
In terms of the "grab & go breakfast" we were told there would be granola bars, muffins and fruit. There was only granola bars, no muffins and no fruit. We attempted to get breakfast at 730am so we asked if we were too late for the other things and the front desk person told us they only had granola bars that day.
Another issue we had was with the price we were charged for the room and the related service. My printed reservation (which I showed at check-in) showed the room rate of $79.99, but my check-in receipt said $99.99 per room. The gentleman who checked me in said that he couldn't fix it at check-in, but that the process was the adjust it at check-out. When we checked out before 9am, I told the front desk person that the gentleman the day before said that she could correct my room rate at check-out. She said that it would have to be done by her manager who came in at noon. She took my cellphone number and said she would call me around noon to let me know the correction took place. Needless to say, I never received a call, text, voicemail or email. Four days later (today) I called the hotel and spoke with a manager. She confirmed that the corporate process was that the room rate was to be corrected at checkout. She had me forward her my email reservations and then she processed the credit for me. The manager was very customer service-focused and professional.
Overall, my impression of the staff working on Sunday (when we checked-in) was that they were inexperienced, immature and overwhelmed with their jobs. I was staying at the hotel with my wife and 5 kids, all of whom commented quite a bit about the unsanitary conditions they found in the room and the wet dog smell. We decided to spend our time in the cleaner room and then just get to sleep since we had been travelling all day and didn't have the energy to look for another hotel room.
- Reservation Options:
- TripAdvisor is proud to partner with Travelocity, Booking.com, Expedia, Extended Stay, Priceline, Tingo, Hotels.com, Odigeo and Venere so you can book your Extended Stay America - Houston - NASA - Johnson Space Center reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Extended Stayamerica Houston-Johnson Space Hotel Clear Lake City
- Extended Stay Clear Lake City
- Clear Lake City Extended Stay
- Extended Stay America - Houston - NASA - Johnson Space Center Clear Lake City, TX