Extended Stay America - Charlotte - Northlake

Business response:

Dear Shaleayer, Thank you for staying with us and sharing your comments online. We are sorry you felt your room did not have the amenities that you desired. Since we are not a full-service property, we offer limited amenities in our rooms. However, we do our best to honor our guests' requests and do everything possible to ensure an enjoyable stay. Our pest control provider does service our hotel on a routine basis. We will address this with them to ensure they do everything to prevent future issues. Thank you once again for ... read more

Business response:

Dear Shamequa, Thank you for choosing our hotel for your recent stay. We're pleased that you found the bed comfortable during your stay. However, we apologize for any dissatisfaction with the furniture. We value your feedback and will consider it as we continually strive to enhance our guests' experience. Our commitment to providing a more modern and comfortable environment is ongoing, and we appreciate your insights. Should your travels bring you back, we hope to offer you an improved and enjoyable stay. Sincerely, Hotel Ma... read more

Business response:

Dear Nick, Thank you for sharing your thoughts on your recent stay with us. We are sorry that your room was not up to our usual standards of cleanliness and comfort. At our hotel, we strive to go above and beyond for our guests, so we're disappointed we fell short in your case. We are taking steps to improve our housekeeping procedures and ensure this doesn't happen again. We would love to show you our progress on your next visit. Sincerely, Hotel Management 

Business response:

Dear Michael, Thank you for taking the time to share feedback about your recent stay. We realize the importance of first impressions, and fresh, clean accommodations must set the tone for a great stay; therefore, we apologize for not meeting your expectations. We have informed our housekeeping team for immediate review and action. We hope that this experience does not discourage you from staying with us again in the future. Have a safe journey! Sincerely, Hotel Management 

Business response:

Dear Guest, we were sorry to read your comments regarding our oversight in responding to your experience was unacceptable. We are also sorry for the issues you experienced with the front desk. We will take appropriate measures with our team members and train them to handle such situations better. Unfortunately, financial inquiries on reservations made through a third party, a prepaid booking site, must be made through them. If you still have any queries, please reach out to us at the hotel for any further assistance. Thank y... read more

Business response:

Dear Raginal, Thank you very much for staying at our hotel. We are sorry for the cleanliness issues and your disappointment with the property and the amenities in your room. Updating and renovating our hotel is always ongoing, and we are sorry that our property did not meet your expectations during your stay. Various parts of our hotel are scheduled for renovation soon, and we hope you will revisit us to see our progress. Sincerely, Hotel Management