Extended Stay America - Austin - Southwest

Business response:

We deeply regret that we failed to deliver the exceptional stay you deserved. We want to extend our sincerest apology and let you know that we will use your feedback to be more diligent going forward. We hope you will give us another chance so we can make it up to you. Sincerely, Hotel Management 

Business response:

Andrew, on behalf of our entire team, we apologize for not living up to your expectations during your recent visit. Thank you for sharing your rating. We hope to have another chance to provide you with the outstanding hospitality you should receive every time you are our guest. Sincerely, Hotel Management 

Business response:

Troy, please accept my sincere apologies for our hotel not living up to your expectations. Cleanliness is a top priority for all of our employees, and we do not take cleanliness issues lightly. We will address this matter with our Head of Housekeeping and with the department associates in order to ensure changes are made immediately to solve these problems. We hope you will consider giving us another opportunity to serve you in the future, and we do wish to welcome you back again soon. Safe travels. Sincerely, Hotel Manageme... 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:

Thank you for reviewing our hotel. We regret your disappointment with some of our amenities not being available during your stay due to the current circumstances. Also, please accept our apologies for the maintenance issues you had in your room. We want every guest to have a comfortable experience, and regrettably, we did not succeed in your case. We will be working with our staff to make sure we do not repeat our mistakes. We hope you will give us a second chance to deliver the type of experience you should always expect fr... read more

Business response:

Thank you for the review of your experience at our hotel. We are sorry for disappointing you this time, and we apologize you did not receive hot water in your room and that we did not resolve it to your satisfaction. We regret the inconvenience caused and hope we have another opportunity to welcome you again and provide you with a more favorable experience. Sincerely, Hotel Management 

Business response:

Thank you for the feedback. We were sorry to read that your stay was overshadowed due to the unavailability of hot water. We are working on fixing this as soon as possible and we regret the inconvenience. We truly hope this unfortunate situation will not prevent you from staying with us again. Sincerely, Hotel Management 

Business response:

Thank you for your review of your stay. We are sorry for not meeting all of your expectations and regret the inconvenience it caused. We also apologize for not living up to our commitment to clean, fresh, well-maintained accommodations during your visit. We are working with the housekeeping and maintenance departments to make sure all procedures are being followed, so this does not happen in the future. We do appreciate your observations and concerns, and we have taken note of both. We hope you will reconsider giving us a se... read more

Business response:

Matthew, thank you for your loyalty to our brand. We are sorry for the insects you encountered in your suite and regret the inconvenience it caused. We have informed our pest control provider and are working to ensure procedures are being followed to prevent such problems in the future. We understand your frustration and hope you will reconsider staying with us again in the future. Sincerely, Hotel Management