Extended Stay America - Cleveland - Brooklyn

Business response:

Dear Troy, We deeply regret the inconvenience you encountered and understand how upsetting it must have been to be informed of limited availability despite securing your reservation in advance. This situation does not reflect the level of reliability and service we aim to provide. We also apologize for the disruption and the lack of support in locating alternative arrangements. We have shared your feedback with our entire team, as we take these types of comments seriously and want to ensure this does not happen again. We hop... read more

Business response:

Dear Guest, We sincerely apologize for the frustration and inconvenience you experienced. We understand how upsetting it must have been to encounter reservation issues. While this is not typical, overbooking situations can occur, and we are sorry for any disappointment caused. We will review this situation with our team to prevent such matters from happening again. Your experience does not reflect the level of service we aim to provide, and we genuinely regret the impact it had on your plans. Please know that we will work to... read more

Business response:

Dear Guest, Thank you for choosing us and writing your review. We sincerely apologize for the cleanliness issues you encountered and any inconvenience caused by the ongoing improvements. We follow strict industry standards when it comes to cleanliness and upkeep, and your concerns have been duly noted. We will work with our housekeeping team to ensure better attention to detail. While updates are aimed at enhancing guest experience, we understand it can be disruptive and appreciate your patience. We hope you will consider gi... read more

Business response:

Dear Guest, We sincerely regret that your stay was not the experience we aim to provide. It is concerning to learn about the key issues and that our property was not what you had hoped for. Your insights are greatly valued as they help us enhance guest satisfaction and identify areas where we can improve. While it is clear that we fell short during your visit, we appreciate your input and hope to welcome you back in the future. We would welcome another opportunity to show you the outstanding stay you deserve.Sincerely,Hotel ... read more

Business response:

Dear Diane, We sincerely apologize for the cleanliness issues you encountered during your stay. Our priority is to provide a clean and comfortable environment, and we regret falling short of your expectations. Your feedback is vital, and we will address these concerns with our housekeeping team to ensure improvements are made. We truly appreciate you bringing this to our attention and will work diligently to enhance our standards. We hope to provide you with a much-improved experience in the future.Sincerely,Hotel Management 

Business response:

Dear Todel, We are disappointed if you had any issues that kept you from thoroughly enjoying your stay. We would welcome another opportunity to show you our outstanding hospitality. We appreciate the feedback and hope to see you the next time you visit the area.Sincerely,Hotel Management 

Business response:

Dear Aaron, We take guest concerns seriously and maintain rigorous cleanliness and pest control protocols. As a precautionary measure, the room in question will be thoroughly inspected by professionals. Ensuring a comfortable and well-maintained environment is our priority, and we appreciate you bringing this to our attention. We hope to have the opportunity to provide you with a more pleasant stay in the future. Sincerely,Hotel Management