Extended Stay America - Dallas - Plano

Business response:

Dear David, We sincerely apologize for the unpleasant odor in your room and the condition of the sheets, which clearly did not meet our standards. Cleanliness and guest comfort are top priorities, and your comments have been shared with our housekeeping team for immediate attention and corrective action. We truly regret that your experience was not more positive and appreciate the opportunity to improve. We look forward to welcoming you back. Sincerely, Hotel Management 

Business response:

Dear Tina, We are extremely concerned to hear about the issue you encountered and take reports of bed bugs very seriously. Our pest control team has been notified to conduct a thorough inspection and treatment if needed. We follow the most rigorous industry standards regarding the cleanliness and pest control of our rooms, but the room you occupy will be professionally inspected and treated as a precaution. Please know your feedback is being taken seriously and will help drive urgent improvements. While we know that this sta... read more

Business response:

Dear Venessa, We apologize for the issues you encountered, including the condition of the pull-out couch, lack of bedding, musky smell, and wet carpet. We also regret the inconvenience caused by the early morning police activity next door. Your comments have been shared with our housekeeping and management teams to address these concerns promptly. We appreciate your honesty and hope to provide a much improved experience during your next visit. Sincerely, Hotel Management 

Business response:

Dear Patricia, We sincerely apologize for the inconvenience caused upon your arrival and for not having the room with two beds that you originally booked. We understand how important it is to receive the accommodations you planned for, and we regret the frustration this caused. Your experience has been shared with our team to ensure better communication and room assignment accuracy moving forward. We appreciate your understanding and hope to better serve you next time. Sincerely, Hotel Management 

Business response:

Dear Yvette, Thank you for sharing your feedback. We’re glad to hear that you found the bed properly made and the bathroom facilities in place. We also appreciate your comments about the lighting and overall ambiance of the room. While some guests enjoy a dimly lit atmosphere for relaxation, we understand preferences may vary and will consider this as we look to enhance room comfort. Your input is valuable to us, and we hope to welcome you back soon for an even more enjoyable stay. Sincerely, Hotel Management 

Business response:

Dear Guest, We’re truly sorry to hear that your experience did not meet expectations and that you were dissatisfied with your stay. We understand how disappointing it can be when your experience falls short, and we sincerely apologize for any inconvenience caused. Your comments have been noted and shared with our team to ensure improvements are made. We are always working hard to enhance guest satisfaction and hope you may give us another chance in the future to provide a better experience. Sincerely, Hotel Management 

Business response:

Dear Guest, We deeply regret that your experience fell short of expectations. We sincerely apologize for the odor in the room, the condition of the pool, and the lack of staff availability during your stay. Additionally, we understand your concerns regarding the need for bathroom renovations. Please be assured that your comments have been shared with our maintenance and management teams for immediate attention and future improvements. Guest satisfaction is important to us, and we hope to have the opportunity to better serve ... read more