Extended Stay America - Cleveland - Airport - North Olmsted

Business response:

Dear Katelyn, Thank you for staying at Extended Stay America. We're glad you found the accommodations spacious and comfortable, though we regret that some aspects did not meet expectations. Guest satisfaction is important to us, and we appreciate your feedback as we continue to improve. We hope to welcome you again for a better experience in the future.Sincerely,Hotel Management 

Business response:

Dear Adam, Thank you for sharing your concerns. A clean and well-maintained environment is essential, and we regret that your experience did not reflect our standards. Your comments regarding housekeeping and follow-up communication will be reviewed with the team. We apologize for any inconvenience and appreciate your feedback as we strive to enhance the guest experience. We hope to have the opportunity to provide you with a better stay in the future.Sincerely,Hotel Management 

Business response:

Dear Mark, We apologize for the challenges you encountered during your stay, including noise disturbances and issues in the hallways. Providing a peaceful and comfortable environment for our guests is very important to us, and we regret falling short in this regard. While smoking is permitted in designated areas, it should never affect our non-smoking guests, and we sincerely apologize for this disruption. We are addressing these concerns with our team to ensure a better experience moving forward. Your recognition of our sta... read more

Business response:

Our front desk staff is helping other guests or assisting in other areas of the hotel. We have a front desk person either at the front desk or within 10 minutes they should be present at the desk. we are a pet friendly hotel in that the pet owners are responsible for leashing and maintaining that leashing for their pet. If the room key card is placed close to credit cards or your cell phone it will be scrambled. Please contact the front desk if any issues arise during your stay so that we may solve them ASAP. TY, 

Business response:

Dear Mon'Jinae, Thank you for choosing our hotel during your recent visit. We are truly sorry that your experience did not meet expectations, and we understand how disappointing it must have been. Please accept our sincerest apologies for any inconvenience caused. We take your concerns seriously and are committed to improving our services. We hope you will consider giving us another opportunity to provide you with a more positive experience in the future, as we are dedicated to delivering excellent service and accommodations... read more

Business response:

Please share what could be improved. We strive for all 5's!! 

Business response:

Dear Mark, We appreciate you choosing us and providing your feedback. We are truly sorry to learn about your experience, as this is not the impression we want to leave with our guests. We apologize for falling short during your stay. Your comments are invaluable in helping us improve, and we are committed to addressing the concerns you raised. We hope you will give us another chance to provide the outstanding hospitality we strive to offer to all our guests.Sincerely,Hotel Management 

Business response:

Dear Mark, Thank you for sharing your feedback. We sincerely apologize for the experience you had with our staff. We understand how important professionalism and excellent customer service are to our guests, and we deeply regret that we did not meet those expectations during your stay. Please know that your comments are being taken seriously, and we will work with our team to address this issue and ensure improvements in our service approach. We are committed to providing all of our guests with the best experience possible a... read more

Business response:

If there is anything we can do to improve let us know, TY.