Extended Stay America - Boston - Burlington

Business response:

Jason, Thank you for staying with us and for sharing your candid feedback. I am terribly sorry the hotel was overbooked when you arrived and the only room available was one that had not been properly cleaned and prepared for a guest. My staff should have offered to help you find other lodging, and if they did not do so, I apologize profusely for their failure to help you locate a clean, comfortable place to spend the night! I will certainly discuss this with my team at our next staff meeting. I am sorry you had such an unple... read more

Business response:

Shalini, We appreciate that you took some time to provide your rating and your feedback. We apologize the hallways were not in a better cleanliness condition and there was a water issue in your suite. We have shared your review with our housekeeping and maintenance teams to remind them their lack of detail has a negative impact on our guests stay. They have committed to making an extra effort so this does not happen again. Our kitchenware is available at the front desk and we will gladly deliver to your guest suite upon requ... read more

Business response:

Thank you for your review, we apologize your stay was disappointing. Your experience is not representative of our usual performance, and we regret falling short of your expectations. Please feel free to contact our General Manager's office directly to provide further information so we can make specific improvements. We hope you will consider staying with us again as we would love to provide you with an excellent experience. Sincerely, General Manager 

Business response:

Thank you for choosing to stay at our hotel, and we are disappointed to hear you had an unpleasant experience. We wish we would have had an opportunity to make this right for you while you were here so your stay would have been enjoyable. We value your feedback and hope you will give us the opportunity to host you again and provide you with the service you deserve. Sincerely, General Manager 

Business response:

Thank you for selecting our hotel for your recent stay and for providing your rating. One of our goals is to provide a pleasant and memorable stay for our guests. Based on your rating we did not deliver, and for that we apologize. We take pride in our property and want our guests to be welcomed to a clean and comfortable environment. We would like another opportunity to have you as our guest so we can deliver upon our goals. Sincerely, General Manager 

Business response:

Thank you for your recent review of your stay. We strive to provide guests with all the comforts of home, so I am disappointed to hear about the room conditions you experienced. As this hotel’s manager, I can assure you that I will be personally inspecting our rooms along with our maintenance engineer to ensure your experience is not repeated. I really appreciate you bringing this to our attention. We would love to have another chance to provide you with a better experience at our hotel the next time you're in town. 

Business response:

I received a copy of your review, and wanted to take a moment to personally respond. The behavior you described is unacceptable, and I sincerely apologize for your experience. As this hotel’s manager, I can assure you that I have addressed this issue with the entire team to ensure your experience is not repeated. I will also make sure we are thoroughly inspecting rooms prior to guest arrivals. I am grateful for the feedback you provided so we are able to continually improve our hotel. We do hope you will choose to stay with ... read more