Extended Stay America - Atlanta - Marietta - Windy Hill

Business response:

Dear Carmen, Thank you for your feedback. We’re sorry that the condition of your room did not meet expectations. Every guest deserves a clean, well-maintained, and comfortable space, and we regret that we fell short of this standard during your stay. We are currently reviewing our housekeeping and maintenance procedures to ensure that all rooms meet our quality standards before guests arrive. We appreciate you bringing this to our attention and hope you’ll consider giving us another opportunity to provide the experience you ... read more

Business response:

Dear Elizabeth, Thank you for reaching out and bringing this to our attention. We understand how frustrating it can be when expectations around a refund are not met in a timely manner. As your booking and payment were handled through an online travel agency platform, they would be best positioned to address any billing queries and provide detailed transaction information. Their customer service team has direct access to your booking details and can assist you with any payment-related matters. We appreciate your patience and ... read more

Business response:

Dear Matthew, Thank you for your feedback. We apologize that our housekeeping staff overlooked some areas in your room. This does not meet our standards; therefore, we are very disappointed that you had this experience. We are committed to ensuring that this does not happen again, and we appreciate your patience during your time with us. Thank you once more, and we hope to see you again. Sincerely, Hotel Management 

Business response:

Dear Scherman, We are sorry to hear about your experience and any inconvenience caused by the towel shortage and lack of staff availability. This is not the level of service we aim to provide, and we understand how disappointing this must have been. Thank you for bringing this to our attention. Your comments will be shared with the appropriate team as we continue to work on our guest satisfaction. We appreciate your patience and hope you’ll consider giving us another opportunity to deliver you with a more seamless and enjoya... read more

Business response:

Dear Guest, Thank you for taking the time to leave a review; we appreciate your feedback. Please accept our apologies for any issues you encountered at our front desk. We know a first impression is essential, and what you experience is not typical. Should your travels bring you back to the city, we would welcome the opportunity to have you stay with us again and receive a much warmer welcome along with our outstanding hospitality. Sincerely, Hotel Management 

Business response:

Dear Guest,We are truly sorry to hear about your check-in experience and that our services did not meet your expectations. This is not the standard we aim to provide, and we understand how frustrating these issues must have been. We will be addressing them with our team to ensure these concerns do not occur in the future. Additionally, regarding the condition of your accommodation, we are sorry for any discomfort caused. Please know that we follow the most rigorous industry standards when it comes to the cleanliness and pest... read more