Extended Stay America - Chesapeake - Greenbrier Circle

Business response:

Thank you for your feedback about our hotel as it enables us to pinpoint areas needing improvement to better enhance our services. Your comments have been addressed with the appropriate individuals. We hope you will give us another chance to prove ourselves and show you that we take great pride in providing wonderful service to each guest, every day. Sincerely, Hotel Management 

Business response:

Thanks for the feedback. We are sorry that you were unhappy with our grab-and-go breakfast and regret for the cleanliness you experienced. We have shared your comments with our housekeeping team, and they are working diligently to make sure that we do not repeat these service issues in the future. Your feedback is valuable as it will help us improve our facilities moving forward. Also, we have alerted our maintenance team about the shower, and they will check the water temperature. We truly hope you will consider giving us a... read more

Business response:

Thank you for your comments. We're sorry that you were not satisfied with your stay. We were disturbed to read that our front desk associates let you down and did not meet your needs and expectations. Our goal is to provide excellent customer service, and it appears we failed in doing this. We have alerted our team and shared your concerns so that we can collectively take action to ensure these types of issues do not happen again. Thank you again and we hope that you will allow us to prove ourselves and our improvements to y... read more

Business response:

Please accept our apologies for your unpleasant experience at our hotel. Thank you for bringing these issues to our attention so they can be corrected immediately. Rest assured your comments have been shared with the housekeeping team in an effort to improve our service. Please know, our housekeeping is done on a weekly basis to respect the privacy of our guests, but we are happy to offer this service to you at a minimal fee. We would inform you kitchenware and toiletries are available at the front desk as per the brand stan... read more

Business response:

First and foremost, we would like to offer you our apologies for the inconvenience you experienced during your stay with us. We make every effort to be perfect, but sometimes we fall short. We hope you will consider giving us a chance in the future so we can provide you with the experience you should always expect from us. Sincerely, Hotel Management 

Business response:

Donna, we are truly sorry for the cleanliness issue you experienced in your initial room and regret the inconvenience it caused. Our housekeeping staff takes pride in what they do daily and we also have processes in place to double check each room prior to occupancy by the next guest. We fell short in our processes and are reviewing them so that this does not happen again. We are very sorry and hope you will consider staying with us again so that we can make it up to you. Sincerely, Hotel Management 

Business response:

Jannie, thank you for your feedback. We want to apologize for failing to provide the level of service and cleanliness you should have received. We have shared your concerns with our front desk and housekeeping teams to prevent this from happening again. We value your feedback and will use it to ensure we are more consistent with our service levels. We hope we have the chance to make it up to you at a future date. Sincerely, Hotel Management 

Business response:

Please accept our apologies that our hotel did not live up to your expectations. We also regret the unpleasant experience you had due to the smoke smell in your room. Rest assured steps have been taken within the respective departments to ensure an improved experience for all our guests. We hope you will consider giving us another chance so we can serve you much better. Sincerely, Hotel Management