Extended Stay America - Billings - West End

Business response:

Dear Scott,Thank you for sharing your review. We certainly apologize for any miscommunication regarding our dishware policy. Our front desk team makes every effort to communicate details on our amenities during check-in, and we sincerely regret that this was not your experience. To ensure cleanliness for every guest, we keep the dishware at our front desk, and our team is happy to deliver it to the guest's suite. We have shared your comments with our team for improvement. We hope to welcome you back to our hotel soon. Sincer... read more

Business response:

Dear Guest, Thank you for choosing us. We are glad you had a good overall stay at Extended Stay America. However, please accept our apologies for the issues you mentioned. Our housekeeping and maintenance team works hard; therefore, we regret not catching the concerns you described. We have shared your remarks and will use them as an opportunity to improve our guest experience. Please revisit the area the next time you are there to show you our commitment to exceptional hospitality.Sincerely,Hotel Management 

Business response:

Dear Andrea, We appreciate you taking the time to leave feedback about your stay at Extended Stay America. We hope you had a pleasant stay overall. However, we apologize for any difficulties you experienced while with us and appreciate you bringing this to our attention. It was a pleasure hosting your visit, and we hope to have another opportunity to make your next stay perfect in every respect. Until then, safe travels!Sincerely,Hotel Management 

Business response:

Dear Tiffany,We sincerely apologize for the inconvenience you faced during your check-in experience. We understand that arriving late can be challenging, and we appreciate your efforts to contact us. Please note that our front desk has specific hours for check-in to ensure the safety and security of all our guests. We will share your feedback with our team so that we can work on enhancing our after-hours service. Thank you again for your feedback. We hope to have the opportunity to welcome you back, continuing to provide the... read more

Business response:

Dear Anjie,We are sorry that our property did not meet your expectations. While we’ve made updates to the property, we understand that the surrounding area plays a role in how comfortable guests feel. We will share your feedback with our team to work on enhancing both the ambiance and security of the hotel to create a more welcoming environment. Thank you again for your feedback. We hope you will reconsider and give us an opportunity to provide you with the hospitality you deserve in the near future.Sincerely,Hotel Managemen... read more

Business response:

Dear Deb,Thank you for reviewing your recent stay. We value each of your comments. We are glad that you loved and appreciated the size of our room. However, it was disappointing to read that we did not meet your expectations, and we are truly sorry your stay was anything other than perfect. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide.Sincerely,... read more

Business response:

Dear David, Thank you for reviewing our hotel. We want to apologize for the issues you had with our elevators during your visit. We certainly understand your frustration and are very sorry for the temporary inconvenience. We will address this appropriately, and we want you to know we are very grateful for your patience. We appreciate hearing from our guests as we continually strive to improve our services. We hope you will revisit for the seamless stay you deserve.Sincerely,Hotel Management