Extended Stay America - Columbus - Polaris

Business response:

Please accept our apology for not living up to your expectations during your visit. We regret that you were not happy with our complimentary grab-and-go breakfast offerings and for the cleanliness issue you experienced in your room. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell. Your feedback is valuable as it will help us improve our facilities moving forward. We hope to have the opportunity to make it up to you at a future date. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to post your feedback. It is disheartening to read that we did not live up to our usual standards, and we are truly sorry your stay was less than satisfactory. We hope you will give us another chance to provide you with a much-improved experience. Sincerely, Hotel Management 

Business response:

Thank you for reviewing our hotel. We apologize for the cleanliness issues you encountered while you were here and for not meeting your expectations with our grab-and-go breakfast. Please be assured that we have discussed your concerns with our housekeeping team to see where we went wrong so necessary improvements to our processes can be made to correct our performance. We will also share your feedback with our Brand Leaders so they can use it while planning new breakfast offerings. We hope you will consider a return visit s... read more

Business response:

We appreciate you staying with us recently and sharing your review. Please accept our most sincere apologies for the inconvenience of the fire alarm during the night. The security of our guests is our top priority, so evacuation is required and critical to ensuring our guests are safe. We hope you will stay with us again soon. Sincerely, Hotel Management 

Business response:

Pearl, we hate losing our loyal guests and are extremely sorry for letting you down during your visits. We apologize for the inconvenience you had with our bedding and that air-conditioning unit of your room was not working properly. Our front desk is available 24 hours a day, so we would have been happy to move you to another room at your request. We continually work to improve our accommodations, and we appreciate you sharing your comments. We hope that you will stay with us again, and we will do our best to provide you wi... read more

Business response:

Thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

We sincerely apologize for not meeting your expectations and for not delivering an exceptional experience. While it is always our attempt to deliver an outstanding visit to each guest, we are disappointed that we did not meet this goal during your stay. Please consider giving us another opportunity the next time your travels bring you this way. Sincerely, Hotel Management 

Business response:

We are truly sorry for the cleanliness issue you experienced in both of your rooms and regret the inconvenience it caused. Our housekeeping staff takes pride in what they do daily and we also have processes in place to double check each room prior to occupancy by the next guest. We fell short in our processes and are reviewing them so that this does not happen again. We are very sorry and hope you will consider staying with us again so that we can make it up to you. Sincerely, Hotel Management 

Business response:

We are very sorry we failed to deliver the exceptional experience you deserved. We apologize for not being at our best during your stay, and we hope you will give us an opportunity to restore your faith in us. Sincerely, Hotel Management