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

Business response:

Olubusola, thank you for your review. We apologize for the predicament with your reservation and realize you must be frustrated. Reservations made through a third-party booking site must be canceled by them. We recommend that you contact them directly for assistance. For any unresolved queries, feel free to reach out to us, as we will be happy to assist you further. We hope we have the opportunity to make it up to you on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for your honest comments about your stay with us. We sincerely apologize for the housekeeping issues you encountered which resulted in a disappointing stay. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process, and for that we sincerely apologize. We are working with our Housekeeping team to reiterate the importance of our daily checklists to make sure this isn't repeated. Also, we are sorry the breakfast offerings were not to your lik... read more

Business response:

Thank you for staying with us. Please accept my apologies for your disappointment with the in-room amenities and noise issue you experienced. To ensure the cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites. Your feedback is appreciated, and we will remind our front desk to communicate this more clearly going forward. It was our pleasure accommodating you, and we look forward to seeing you again! Sincerely, Hotel Manageme... read more

Business response:

Johnna, thank you for being a guest in our hotel. We are sorry to read about your experience. We follow the most rigorous industry standards when it comes to the cleanliness and pest control of our rooms, but the room you occupied will be professionally inspected for any bed bug activity. Thank you again for bringing this to our attention, and we hope to welcome you back soon. Sincerely, Hotel Management 

Business response:

Thank you for your honest comments about your stay with us.We sincerely apologize for the housekeeping issues you encountered which resulted in a disappointing stay. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process, and for thatwe sincerely apologize.We areworking with our Housekeeping team to reiterate the importance of our daily checklists to make sure this isn't repeated. We hope you will give us another opportunity to provide a better ex... read more

Business response:

Thank you for the candid review. We regret not meeting your expectations and apologize for the concerns you had with your room. We will share your comments with the housekeeping team and pest control provider to make sure we prevent such reoccurrences. We hope you will consider giving us a second chance so we can prove this is not typical of our service. Sincerely, Hotel Management