Extended Stay America - Cleveland - Airport - North Olmsted

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. 

Business response:

Any feedback as to why you issued us such a low score is appreciated! We appreciate all feedback to continue to improve. 

Business response:

Dear Michael, Thank you for sharing your experience. We apologize for the issues you encountered, including the condition of the lobby, elevator, and noise disruptions. We understand how these factors affected your comfort, and we are addressing them with our team to improve the overall guest experience. Your feedback regarding cleanliness and maintenance is invaluable, and we are working on making improvements. We sincerely hope you will give us another opportunity to provide you with a more pleasant stay in the future.Sinc... read more

Business response:

Dear Prasad,Thank you for your feedback. We are pleased to know that you found aspects of your stay to be enjoyable. Your thoughts are important to us, and we would love the chance to make your next visit even more satisfying. Please feel free to share any specific suggestions you may have for improvement. We hope to have another chance to provide you with a seamless experience.Sincerely,Hotel Management 

Business response:

yes, we charged for the one night stay since the guest checked in and stayed for over an hour and the room required house keeping ( the house keepers were done at 5 pm) so there was no chance to re-rent this room due to this fact. We did fully refund the not used day on your reservation. This is stated in the check in policy and signed registration cards upon check in.