Extended Stay America - Champaign - Urbana

Business response:

We sincerely apologize for the cleanliness issue you experienced during your stay. Although we have regular pest control service in our hotel, we are sorry for the bugs in your room. We are working with our pest control provider to ensure procedures are being followed to prevent future infestation. Please visit us again so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Ivory, we sincerely apologize for not meeting your expectations which led to a disappointing stay. While it’s always our attempt to deliver a pleasant visit for every guest, sometimes we fall short. Please consider staying with us again for a much-improved experience the next time your travels bring you this way. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We are sorry for the disappointment you had with our breakfast. Your feedback will be shared with our Brand Leaders to assist them when determining new breakfast offerings for future implementation. Since we are an extended stay property, our guests often bring their personal items like hair-dryers, toiletries, and other items but these are also available upon request at the front desk complimentarily. It is never our intention to disappoint you in any way, and we hope you will give us a chance... read more

Business response:

Thank you for your review. We apologize that we fell short of your expectations when it came to our complimentary grab-and-go breakfast. We will make note of your feedback as we plan our breakfast offerings. We would like to inform you that hair dryers and toiletries are available upon request at the front desk and always complimentary. Please accept our apologies if we did not communicate this to you at check-in. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Ho... read more

Business response:

Please accept my sincere apology for the difficulties you encountered with your room. We appreciate you bringing these issues to my 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 consider and give us an opportunity to serve you in the near future. Sincerely, Hotel Management 

Business response:

Thank you for being our guest and for taking the time to leave feedback. Please know that we have strict policies and procedures in place to prevent pest control issues. However, we would appreciate additional information to identify the room you occupied so we may properly investigate and follow up if needed. Thank you again for your feedback, and we hope you will consider giving us another chance to make a better impression in the future. Hotel Management 

Business response:

Tia, we apologize and regret the inconvenience caused due to the cleanliness issues you encountered in your room and that you weren’t explained about our housekeeping policy. We have checklists in place to inspect every suite after it has been serviced. We are working with our housekeeping and pest control teams to reiterate the importance of our daily checklists to ensure this isn't repeated. Please consider a return visit to our hotel so that we can provide you with a better stay on a future date. Sincerely, Hotel Managem... read more

Business response:

Nope, thank you for your candid review. We apologize that your room was not serviced and cleaned to the level it should have been, and for the inconvenience we caused you. Please be assured your concerns have been communicated to our housekeeping team, and we’re working with them to identify the missed steps in our room inspection process. We hope this unfortunate situation will not prevent you from staying with us again. Sincerely, Hotel Management 

Business response:

We sincerely apologize that our facility fell short of your standards. Your feedback with regard to the condition of our hotel will be discussed with appropriate individuals in our organization to improve our future guest experiences moving forward. Please consider giving us an opportunity to make your next visit a better one. Sincerely, Hotel Management