Extended Stay America - Charlotte - Northlake

Business response:

Dear Robert, Please accept our apologies for your disappointment during your stay. Providing outstanding customer service to every one of our guests is always our top priority and is something we pride ourselves on. Therefore, we are genuinely sorry to learn that this was not your experience, and we understand your frustration regarding the various issues you described. Also, we never intend to mislead; therefore, we apologize for any miscommunication and frustration caused by our breakfast option. We value your feedback, an... read more

Business response:

Dear RUTH, Thank you very much for posting a review of your recent stay. We apologize for the inconvenience caused due to Coffee and TV Remote. Please know for future visits, our front desk is available around the clock to help make you as comfortable as possible and address these types of concerns. We want to thank you for this valuable feedback. We look forward to having you stay with us again. Sincerely, Hotel Management 

Business response:

Dear Herschel F Ross Jr, Thank you for the feedback regarding your stay in our hotel. Our pest control provider has serviced the hotel, and we will ensure procedures are being followed to prevent any future issues. We regret the frustrations you experienced, and we are grateful for your patience. We hope you will accept our apologies and consider staying with us again. Sincerely, Hotel Management 

Business response:

Dear Chantal, Thank you for reviewing your stay with us. We are happy your overall experience was pleasant. However, we want to apologize for the cleanliness issue and any oversight in your room that kept it from being perfect. We have notified our housekeeping team of your concern, and remedial steps are underway to ensure all rooms are thoroughly inspected before allocating to future guests. Hopefully, we will have the opportunity to make it up to you on a future visit. Thank you again; we wish you all the best with your t... read more

Business response:

Dear Lai, We sincerely apologize for the distressing experience you encountered during your stay. Please know that we take our property's cleanliness and pest control very seriously and do our best to prevent insects' entrance into our suites. However, we understand your concern and will arrange for a professional inspection and treatment of your room as a precautionary measure. We deeply regret that you had to switch rooms multiple times due to this issue. We appreciate your patience and understanding, and we hope to have t... read more

Business response:

Dear Cynthia, We appreciate you staying with us and taking the time to write a review. We understand your disappointment and frustrations with the condition and upkeep of the room, and your remarks are shared with the concerned person for further action. Please allow us to check with the team to see what went wrong and ensure it is not repeated. Considering our location, please revisit us for a seamless hotel experience. Sincerely, Hotel Management