Extended Stay America - Charleston - Mt. Pleasant

Business response:

Dear Guest, We regret to hear that you experienced a lengthy wait upon arrival and that the service you received was neither welcoming nor helpful. This is not the experience we aim to provide, as timely assistance and courteous interactions are essential to a smooth check-in. We have shared your feedback with our front desk team for review to help reinforce the level of attentiveness our guests should consistently receive. We appreciate you bringing this to our attention, and hope you will allow us another opportunity to pr... read more

Business response:

Dear Guest, We sincerely apologize for the concerns you experienced regarding the kitchenette amenities and cleanliness during your stay. This is not the standard we strive to uphold, and we regret that your experience was disappointing. Your comments have been taken very seriously and have been shared with the concerned teams. Guest comfort, cleanliness, and satisfaction are extremely important to us, and feedback like yours helps us improve our operations. We appreciate you bringing these matters to our attention and hope ... read more

Business response:

Dear Guest, We sincerely apologize for the inconvenience you experienced during check-in due to the scanning issue. We understand how frustrating it must have been to have to seek alternative accommodations, especially under time and budget constraints. Your feedback has been shared with our front desk and management teams so we can review our procedures and explore ways to prevent similar situations in the future. We value your input and hope to have the opportunity to provide a smoother experience and welcome you back agai... read more

Business response:

Dear Guest, We sincerely apologize for the issues you experienced during your visit. The specific concern you mentioned and unprofessional presentation by our staff are completely unacceptable and do not reflect the standards of service and conduct we expect to uphold. Your comments are very concerning and will be shared with appropriate teams. We regret that your experience left such a negative impression. Guest comfort, professionalism, and cleanliness are priorities for us, and we are committed to making necessary improve... read more

Business response:

Dear Michael, We sincerely apologize for the issues you experienced with the air conditioning and the toilet. Your comfort is very important to us, and we regret that these problems disrupted your stay. Your feedback has been shared with our maintenance team to ensure these matters are addressed promptly. We hope you will give us another opportunity to provide a more comfortable and seamless stay in the future. Sincerely, Hotel Management 

Business response:

Dear JEFFERY, We sincerely apologize that your experience with us was negatively impacted by cleanliness concerns and safety issues in the parking area. Guest comfort and safety are our highest priorities, and we take your comments very seriously. Please know that we have shared your observations with our housekeeping and security teams to ensure stricter monitoring and improved cleanliness throughout the property. We truly regret that your stay did not meet your expectations and are committed to making the necessary improve... read more

Business response:

Dear Jennifer, We sincerely apologize that your experience upon arrival did not meet your expectations and that you chose to leave. Providing a clean, comfortable, and welcoming environment for our guests is our top priority, and we regret that we fell short during your visit. Your comments have been shared with our team to ensure such situations are addressed and improved. We truly value all guest feedback as it helps us enhance our services. We hope to have the opportunity to provide a much better experience should you con... read more