Extended Stay America - Boca Raton - Commerce

Business response:

On behalf of our team, we appreciate you staying with us and providing a review. Our team is committed to providing clean and well-maintained suites for our guests, and we apologize this was not the case during your stay. Please know your feedback has been shared with the maintenance team to ensure a review of our processes. While our housekeeping service is designed for long-term guests, offering minimal intrusion to their home-like stay, we are happy to offer this service to you at a minimal fee. We hope you will reconside... read more

Business response:

First and foremost, we apologize for the odor you encountered in the room assigned to you and regret the disappointing stay you had. Your comments have been shared with our housekeeping team to make sure this room receives a deep clean. We understand your frustration and hope you will consider a future stay so that we can provide you with a much better stay. Sincerely, Hotel Management 

Business response:

Thank you for reviewing our hotel. We apologize for the cleanliness issue you encountered and regret the disappointing stay you had. You are absolutely correct to expect a clean, well-maintained property as your home away from home when traveling, and we apologize for failing to provide that for you. We are taking steps to ensure every detail from the first impression at check-in to final check-out will focus on exceptional customer service and impeccable attention to detail in all areas of our property. We are very sorry an... read more

Business response:

Gerard, please accept our sincere apology for the difficulties you encountered with your room. We appreciate you bringing these issues to our attention and assure you that corrective measures have been taken. Our team's first priority is making sure that every guest has a comfortable stay, and this time we really missed the mark. We truly regret the inconvenience it caused. We hope you will reconsider and give us an opportunity to serve you in the near future. Sincerely, Hotel Management 

Business response:

On behalf of our team, we appreciate you staying with us and providing a review. Our team is committed to providing well-maintained suites for our guests, and we apologize this was not the case during your stay. Please know your feedback has been shared with the maintenance team to ensure a review of our processes. Also, we have informed our pest control provider regarding the insects and are working to ensure procedures are being followed to prevent such problems in the future. We hope you will reconsider and return so we c... read more

Business response:

Thank you for the feedback. We are sorry for the maintenance issue you had in your room. We have alerted our maintenance team to check the water temperature to fix it immediately. Kindly note, to ensure the cleanliness of kitchenware, brand standards require us to keep these items available at the front desk. We will remind our associates to communicate this more clearly going forward. We are also sorry our grab-and-go breakfast was not appealing to you. Your concerns will be shared with our Brand Leaders to assist them when... read more

Business response:

Thank you for being our guest. We apologize for the smoke odor and cleanliness issues you encountered while you were here. We have informed appropriate teams, and remedial steps will be taken accordingly. We are also sorry for the problems you faced at check-in. We will share your comments with our front desk team to be more diligent going forward. We have also shared your concerns with regard to the phone with our maintenance team so that they can fix it immediately. We hope you will accept our apologies and consider stayin... read more

Business response:

We sincerely apologize for the situation you described and regret the inconvenience it caused. You are absolutely correct to expect a clean and insect-free environment when staying with us. Our pest control provider will service the hotel, and we are working to ensure procedures are being followed to prevent such issues in the future. Thank you for bringing this to our attention. We work hard to make our guests happy, and we obviously failed in this case. Hopefully, you will consider us as your hotel of choice if you are in ... read more