Extended Stay America - Boston - Marlborough

Business response:

Dear Nicole, While we’re glad our location and staff met your expectations, we sincerely apologize for the condition of your room, and we regret that these issues impacted your stay. We are reviewing our housekeeping and maintenance procedures to ensure that every guest receives a clean, functional, and welcoming environment. Your feedback is invaluable, and we appreciate your patience in helping us improve. Thank you again for your feedback, and we look forward to welcoming you back soon. Sincerely, Hotel Management 

Business response:

Dear Harold, We sincerely apologize for the distress and inconvenience caused by not having a room available upon your arrival. We understand how upsetting it must have been to be left without accommodations, especially after a long day of travel. While unexpected system or booking issues can occasionally arise, this should never have impacted your stay in such a significant way. Please know that we are actively reviewing our processes to prevent this from happening again. Your experience does not reflect the level of care w... read more

Business response:

Dear Renee, Thank you for staying with us and for taking the time to leave your comments. Please accept our apologies if your room was not spotless. Our housekeeping staff 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. We hope you will revisit the next time you are in the area to show you our commitment to exceptional hospitality. Sincerely, Hotel Management 

Business response:

Dear Patricia, Thank you for sharing your thoughts. While it’s disappointing to hear parts of your experience didn’t meet your expectations, we’re glad to know you had positive interactions with some of the team. Guest feedback is always helpful, and yours has been noted as we continue working to create a welcoming and well-maintained environment. We hope future visits bring a more enjoyable and comfortable stay. Sincerely, Hotel Management 

Business response:

Dear Shardul, Thank you for staying with us and for taking the time to leave your comments. Please accept our apologies if your room was not spotless. Our housekeeping staff 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. We hope you will revisit the next time you are in the area to show you our commitment to exceptional hospitality. Sincerely, Hotel Management 

Business response:

Dear Alison, We are sorry to hear about the confusion regarding the cancellation of your reservation, and we understand how upsetting this must be for you. We appreciate you bringing this to our attention so we can ensure that future guests do not encounter the same. We will share your comments with our team. Thank you for your patience. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel. Sincerely, Hotel Management 

Business response:

Dear Maria, We sincerely apologize for the cleanliness issues you experienced, particularly in the bathroom area and with the sheets. This is unacceptable and far below the standards we strive to maintain. Your comments have been shared with our housekeeping team for immediate review and corrective action. We appreciate you bringing this to our attention and regret that your stay did not meet expectations. Thank you for your patience. We hope to accommodate you again with the flawless stay you deserve! Sincerely, Hotel Manag... read more

Business response:

Dear Tristan, While we are glad to hear that our front desk team was helpful and your room neat, we are sorry that the smell of cigarette smoke made your stay unpleasing. We understand the importance of a fresh and comfortable environment, and this experience falls short of our standards. Your comments have been shared with our housekeeping and maintenance teams for immediate attention. Thank you for bringing this to our attention. We appreciate your patience and hope we can provide a much better experience in the future. Si... read more