Extended Stay America - Charlotte - University Place

Business response:

Dear Josh, your feedback is appreciated and valued. We are so very sorry for the disappointing arrival experience at such a late hour and that we were unable to accommodate you. We offer no excuses for this mix-up, and we apologize for the inconvenience. We are looking into this to ensure our guests are receiving the attentive service and empathy needed moving forward. We understand the frustration and truly hope you will offer us another opportunity to serve you. Thank you. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We were disheartened to see your rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

Fiona, thank you for feedback of your recent stay. We were very disappointed to see that your feedback referenced the description of our hotel as filthy. Our promise to our guest includes a commitment to providing a clean, fresh environment, and we are sorry that did not happen when you were here. We are concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. Please know this is not usual for us, and we do hope you give us another chance in the future. Sin... read more

Business response:

Thank you for being our guest. We apologize for the smoke smell you experienced on your stay. We work hard to provide a clean and comfortable environment, and we are sorry the odor compromised your experience. We will follow up on your concerns to ensure we are well poised to serve you better during your next stay. Please revisit us so we can make it up to you. Sincerely, Hotel Management 

Business response:

Nicole, thank you for being our guest. Our number one priority is to make sure you have a comfortable stay, so we sincerely apologize for the cleanliness and service issues you experienced during your stay. Your comments will be shared with the appropriate team members, so we can take action to prevent these issues from happening again. Please revisit us 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:

Please accept our apologies for any inconveniences you experienced and for your less than favorable visit. Although we make every effort to provide exceptional hospitality in all aspects, sometimes we fall short. We hope to have a future opportunity to restore your confidence in us. Sincerely, Hotel Management 

Business response:

William, please accept our apologies for our hotel not living up to expectations. We do not take cleanliness issues lightly. This matter will be addressed with the team, and we hope you will consider giving us another opportunity to serve you in the future. Safe travels. Sincerely, Hotel Management 

Business response:

Elizabeth, we are very disappointed that we failed to deliver the exceptional stay you deserved. We never want to fail our guests in any way, and we would like to extend our sincere apologies for your experience. We hope you will return so we can make it up to you. Sincerely, Hotel Management