Extended Stay America - Cleveland - Great Northern Mall

Business response:

Dear Guest, Thank you for taking the time to share your concerns. We are sorry that you did not receive the kitchen utensils you needed, and we sincerely apologize for the disappointing experience with our desk staff. It’s concerning to hear that the staff did not provide the level of service expected, and we will address this with the team immediately to ensure better performance in the future. Your feedback is invaluable to us, and we’re committed to resolving this issue to your satisfaction. Sincerely, Hotel Management 

Business response:

Dear Danielle, We sincerely regret the challenges you faced during your stay. A secure and comfortable environment is our priority, and we apologize for any concerns regarding the entrance door and in-room conditions. The early morning disturbances, including the alarm and noise issues, were certainly not the experience we intended for our guests. While safety protocols must be followed in such situations, we understand how disruptive they can be. Your feedback has been shared with our team to ensure necessary improvements a... read more

Business response:

Dear Julie, Please accept our sincerest apologies for the deplorable situation you encountered during your visit. Although we regularly treat our accommodations, we will address this with our pest control provider and ensure this is resolved promptly. Thank you for bringing this to our attention. We hope this isolated instance will not prevent you from returning in the future, as we would be honored to have the opportunity to regain your trust. Sincerely,Hotel Management 

Business response:

Dear Tom, We appreciate you choosing us and for sharing your feedback. While we are pleased you enjoyed the cleanliness of our accommodations, we sincerely apologize for the unpleasant odor you encountered during your stay. Guest comfort is extremely important to us, and we understand how this could have affected your experience. We will review this concern with our housekeeping team to prevent such oversights from repeating. Your comments help us improve, and we truly appreciate you bringing this to our attention. We hope y... read more

Business response:

Dear Maria, Guest comfort is a top priority, and cleanliness is taken very seriously. Housekeeping procedures follow strict standards, and any concerns brought to our attention are promptly addressed. We appreciate your feedback, as it helps us ensure a better experience for all guests. Your comments will be shared with the team to reinforce our commitment to maintaining a welcoming environment. We hope for the opportunity to provide you with a more pleasant stay in the future.Sincerely,Hotel Management 

Business response:

Dear Shana,Thank you for taking the time to share feedback about your recent stay. We are very disappointed to learn of the inconvenience, and we want to extend our apologies for any discomfort you experienced with the kitchen. We will address this appropriately with our team to ensure better services in future. We value your input and hope you will revisit and allow us to give you the outstanding experience that we are known for providing.Sincerely,Hotel Management