Extended Stay America - Charlotte - Northlake

Business response:

Dear Jonathan, Thank you for your feedback. We’re sorry to hear that your experience didn’t go as expected and regret the inconvenience you encountered with your room assignment. Guest satisfaction is important to us, and we take comments like yours seriously as we work to improve our service. We hope you’ll consider giving us another chance in the future to provide the stay you were hoping for. Sincerely, Hotel Management 

Business response:

Dear Jonathan, Thank you for sharing your experience. We’re disappointed to hear that there was an issue with your room upon arrival. Ensuring our guests receive what they expect is a priority, and we regret that this wasn’t the case during your visit. Your feedback has been noted, and we hope for the opportunity to welcome you again for a much-improved stay. Sincerely, Hotel Management 

Business response:

Dear Workman, Thank you for taking the time to share your feedback. We're pleased to know our team made your stay more comfortable through their attentive service. However, we're sorry to hear about the temperature issue you experienced. Your comfort is important to us, and we regret that this aspect fell short. We will work with our maintenance team to ensure that the issues with the room's AC are promptly and effectively resolved to prevent such occurrences in the future. We hope you'll consider visiting again so we can pr... read more

Business response:

Dear Brian, Thank you for taking the time to share such detailed feedback. We’re truly sorry your stay did not meet your expectations and for the frustration caused by the billing issue and missing kitchen items. We understand how disappointing it must have been to arrive prepared to cook, only to find the supplies unavailable. Your comments about the odor and amenities have been shared with our team to address improvements. We appreciate your perspective and hope you’ll consider giving us another chance to provide a more sa... read more

Business response:

Dear Thorne, Thank you for reviewing your stay. We are truly sorry to learn that your experience fell short of expectations. The issues you mentioned do not reflect the standards we strive to maintain, and we understand how this affected your visit. Your comments have been shared with leadership for further attention. Although this location does not currently offer breakfast or coffee service, our suites are equipped with full kitchens, providing flexibility and convenience. We’re grateful for your kind remarks about the sta... read more

Business response:

Dear Neupane, Thank you for sharing your feedback. We are truly sorry to learn that your experience was so disappointing. Our goal is to provide a positive and comfortable stay for every guest, and we regret that we fell short in every aspect during your visit. Your comments have been shared with our team, as they are important to our ongoing efforts to improve the quality of our service and accommodations. We appreciate you taking the time to share your experience with us. Your satisfaction is important to us, and we look f... read more

Business response:

Dear Nina, Thank you for taking the time to provide feedback. We regret the inconvenience you experienced and recognize the impact it had on your travel plans. Guest support upon arrival is a fundamental expectation, and your comments regarding the booking experience and evening assistance will be shared with our team to help prevent such instances in the future. Feedback like yours is crucial to our ongoing efforts to improve our service. Should you choose to return, we hope to provide you with a more reliable and enjoyable... read more