Extended Stay America - Cleveland - Beachwood - Orange Place - South

Business response:

Candice, we are very sorry and cannot apologize enough for the rude behavior of our team and the reservation issue. We never meant to cause any discomfort to you, but what you experienced is not acceptable, and we will surely be working on the feedback provided to enhance our service levels. We are investigating the issues you mentioned. Please give us another opportunity to provide you with a better experience on your next stay. Sincerely, Hotel Management 

Business response:

Deanna, we are sorry for the issues you encountered. This is not the level of service we generally provide, and it certainly does not meet our standards. Your comments will be shared with the appropriate team members, so we can take action to prevent these issues from happening again. Please revisit us so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Dear Guest, thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We hope to have the opportunity to provide you with a better stay in the future. Sincerely, Hotel Management 

Business response:

Gregory, thank you for taking the time to review your stay. We apologize for the poor service you received from one of our associates and the cleanliness issues you encountered while you were here. We have approached the associate who serviced you to get clarity and to ensure that situations such as yours do not occur again. We have also discussed your feedback with our housekeeping team to be more diligent with their efforts moving forward. We would like to regain your trust and hope you will give us that opportunity in the... read more

Business response:

Thank you for sharing feedback about your stay. We know that a fresh, clean hotel sets the tone for a wonderful stay, and we regret that this was not your experience. Our hotel is committed to ensuring cleanliness to all of our guests, and we are concerned that this did not occur. Once more, we apologize and hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to share your comments. We strive to deliver exceptional service, so we apologize that you had a disappointing experience with us. We have shared your feedback with the staff members, and steps have already been taken to prevent these mistakes from being repeated in the future. We hope you will give us another chance to prove that we are committed to providing outstanding guest service. Sincerely, Hotel Management