Extended Stay America - Baltimore - BWI Airport - Aero Dr.

Business response:

Ward, thank you for reviewing your stay. Although you were pleased with the service provided by our associates, we apologize for the inconvenience you had due to the bugs in your room and for your disappointment with the in-room amenities. Please know our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future infestation. Also, the items such as toiletries are kept at the front desk and are always complimentary. We hope you will give us a chance to redeem ou... read more

Business response:

Thank you for staying with us. We apologize for your disappointment with the in-suite amenities. Since our suites are designed for guests staying multiple nights desiring home-like living, these guests often bring their own bath amenities such as hairdryers and toiletries. These items are available and complimentary at the front desk at any time. Please know, our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future infestation. We are very sorry and hope y... read more

Business response:

LaRoesa, we apologize for the disappointing experience you had as our guest and for the issues you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. We hope you will give us a chance to provide you with the hospitality for which we are known on a future visit. Sincerely, Hotel Management 

Business response:

Please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Shaqoya, thank you for being our guest. We sincerely apologize for the cleanliness issue you encountered in your room at the time of check-in. Your feedback has been shared with the housekeeping team to ensure we step up our game and deliver better service moving forward. Please consider staying with us again so we can provide you with a better experience. Sincerely, Hotel Management 

Business response:

We were disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management