Extended Stay America - Chicago - Gurnee

Business response:

Dear Michael, Thank you for bringing these issues to our attention. We apologize for the inconvenience caused by the detached toilet seat and the absence of a hair dryer. This does not meet our usual standards, and we will address these maintenance concerns promptly. Your feedback is valuable to us, and we hope to provide you with a better experience in the future.Sincerely,Hotel Management 

Business response:

Dear Sheena, Thank you for your feedback. We sincerely apologize for the distressing experience you and your mother encountered during your stay. Ensuring the comfort and safety of our guests is our utmost priority, and we take reports of bedbugs very seriously. Immediate action is being taken to address and eradicate this issue. We understand the gravity of the situation and regret any inconvenience caused. Your feedback is invaluable, and we hope to have the opportunity to restore your trust in our establishment.Sincerely,... read more

Business response:

Dear Miranda, Thank you for reviewing your time with us. We are disappointed with your unsatisfactory experience and apologize for any items overlooked during your time with us. Your feedback helps us identify ways to improve our service; we are grateful. Our housekeeping and maintenance team is working on your issues, as our hotel's cleanliness is a key priority; we regret that this was your experience. On the positive side, we appreciate you mentioning our helpful and friendly staff, and we will surely share these notes wi... read more

Business response:

Dear Stephen, Thank you for staying with us and sharing your experience. Please accept our apology for the stove and the bathroom not working correctly and for any frustration and inconvenience this may have caused. Unfortunately, maintenance issues arise occasionally, and once identified, we work as quickly as possible to get everything fully operational. We will address the problems with our maintenance team to prevent them from happening again. We appreciate your feedback and understanding, and we hope you will choose to ... read more

Business response:

Dear Patricia, Thank you for your recent stay with us and for taking the time to post your review. We sincerely apologize for the cleanliness issues you experienced. We have procedures in place to avoid such situations do not occur; however, we are very disappointed that we did not meet these expectations. We can do better, and we hope you will allow us to redeem ourselves. Sincerely,Hotel Management