Extended Stay America - Chicago - Buffalo Grove - Deerfield

Business response:

Please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Thank you for the review of our hotel. We sincerely apologize that you encountered so many difficulties during your stay with us. Your comments have been shared with the appropriate team members, so we can take actions to prevent these issues from happening again. Everything we do is aimed at providing you with a better hotel experience. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, Hotel Management 

Business response:

We apologize for the issues you had with regard to your check-in. Your feedback is very important to us, so we are meeting with the concerned staff members to discuss this situation and reiterate the importance of impeccable customer service and attention to detail. We hope you will give us another chance to provide you with an improved experience in the near future. Sincerely, Hotel Management 

Business response:

Thank you for being our guest and for sharing your feedback. We apologize for the odor issues you experienced during your stay. We work hard to provide a clean environment and we are sorry the smell compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. Thank you again for your candid feedback, and we hope to welcome you back in the future. Sincerely, Hotel Management 

Business response:

Thank you for choosing to stay at our hotel. Your experience is not representative of our usual performance, and we regret falling short of your expectations. We hope you will consider staying with us again as we would love to provide you with an excellent experience. Sincerely, General Manager 

Business response:

Genny, thank you for your feedback. Although you liked the service provided by our staff, we are disappointed to read you had several issues during your stay and regret the inconvenience it caused. I have shared your concerns with the concerned team to prevent such mistakes going forward. We would like an opportunity to serve you better in the future and hope you will return the next time your travels bring you this way. Sincerely, General Manager 

Business response:

Thank you for your candid feedback. I apologize for the inconvenience you experienced in your room. We have a duty to follow the processes in place to ensure each guest suite is well maintained, so I am sharing your feedback with the appropriate associate so that future guests do not experience the same. We loved to have the another opportunity to prove ourselves in the future. Sincerely, General Manager