Extended Stay America - Atlanta - Gwinnett Place

Business response:

Thank you for returning to our hotel. We are sorry your stay this time was not a pleasant one and regret the cleanliness issue you had in your initial suite. Our housekeeping staff takes pride in what they do daily and we also have processes in place to double-check each suite prior to occupancy by the next guest. We fell short in our processes and are reviewing them so we can avoid this from happening again. Also, we apologize for the inconvenience caused you because of our construction. We take every precaution not to dist... read more

Business response:

Please also accept our apologies for the behavior of one of our associates at the front office. We have shared your feedback with our associates to ensure we deliver excellent service to our guests. It also was disappointing to know that we could not accommodate you and regret the inconvenience caused to you. Your comments are discussed with the appropriate team to determine what went wrong and ensure this is not repeated. Counting on your kind generosity to accept our apologies, we hope you will give us a chance to serve yo... read more

Business response:

Thank you for choosing our hotel for your stay. We were disheartened to see your rating, and we sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

Tawana, we are sorry for the difficulties experienced at our front desk and for the behavior of one of our employees. We have shared your remarks with the appropriate individual to prevent anything like this from happening again. We assure you that the scenario you described does not reflect our standards. We regret the inconvenience caused. Thank you for staying with us and for your candid feedback. We hope you will allow us the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Taylor, we regret not being able to accommodate you this time and the disappointment this caused. Please be informed, if you made a reservation through a third-party website, you must make financial inquiries through them. We recommend that you reach out to them for the resolution regarding your billing concerns. We appreciate your patience, and we hope you will allow us another opportunity to serve you in the future. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We are sorry you did not enjoy your stay, and we apologize for failing to live up to your expectations. We hope you will return so that we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management 

Business response:

Thank you for the feedback. We are sorry our housekeeping, and dishware policies were not communicated to you at the time of check-in. Please note, kitchenware and coffee-makers are available at the front desk to ensure cleanliness. Also note, since we are an extended stay property, we provide housekeeping services to guests who stay eight or more nights. However, these services are always available upon request for an additional fee. Moreover, we apologize you didn't experience our staff at their best and regret the inconve... read more

Business response:

Thank you for being our guest. We are sorry for the insects you experienced in your suite and regret the inconvenience caused. We have also informed our pest control provider regarding the insects and are working to ensure procedures are being followed to prevent such problems in the future. Moreover, we apologize this was not handled correctly by our associates. We will share your feedback with the appropriate individuals to ensure this does not repeat going forward. Please know we take your feedback seriously and will use ... read more

Business response:

Shoundedra, first and foremost, we would like to offer you our apologies for the inconveniences you experienced during your stay with us. We make every effort to be perfect, but sometimes we fall short. We hope you will consider giving us a chance in the future so we can provide you with the experience you should always expect from us. Sincerely, Hotel Management