Extended Stay America - Dallas - Plano

Business response:

Thank you for being our guest and for taking the time to leave feedback. Please know that we have strict policies and procedures in place to prevent issues of this nature. However, we would appreciate additional information to identify the room you occupied so we may properly investigate and follow up if needed. Thank you again for your feedback, and we hope you will consider giving us another chance to make a better impression in the future. Hotel Management 

Business response:

First and foremost, we would like to offer you our apologies for the inconveniences you experienced during your stay with us. We make every effort to be perfect, but sometimes we fall short. We hope you will consider giving us a chance in the future so we can provide you with the experience you should always expect from us. Sincerely, Hotel Management 

Business response:

Galina, thank you for the review of our hotel. We sincerely apologize that you experienced so many difficulties during your stay with us. This is not the level of service we generally provide, and it certainly does not meet our standards. Please be assured that we have discussed your feedback with the appropriate teams, and we're taking immediate steps to fix the problems you mentioned immediately. We hope you will give us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Christian, thank you for being our guest. We sincerely apologize for the cleanliness issues you encountered in your room. We have discussed your concerns with our housekeeping team, and we’re also are working on the procedures which need to be followed before the guest is in-house. Please consider giving us another chance so we can make a favorable impression of our hotel. Sincerely, Hotel Management 

Business response:

Eric, please accept our apologies for the insects in your room. Our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future infestation, but the room you occupied will be professionally inspected as a precaution. We 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 review with us. Please accept our apologies regarding the negative experience you had during your stay at our hotel. We work hard to provide our guests with a pleasant experience, and obviously we fell short of this. Thank you for bringing the in-suite unwanted guest situation to our attention. We have our pest control company scheduled to treat the room and the property. We hope we will have another chance to show you our hospitality in the near future. Sincerely, Hotel Managemen... read more

Business response:

It is very disappointing to see that your feedback referenced the description of our hotel as "filthy". We sincerely apologize that you experienced so many difficulties during your stay with us. 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. We hope you will give us another opportunity to deliver the service and hospitality you deserve. Sinc... read more

Business response:

Donna, thank you for being our guest. We sincerely apologize for the inconvenience you experienced because of the elevator and for the lack of responsiveness from our staff. This is not the type of service our hotel is known for, and we will redouble our efforts and training to better serve our guests. We hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

We apologize for the unpleasant incident with our staff. We work hard to deliver service that is best in class, and we regret this was not the case during your visit. We will be sure to share your feedback with the appropriate team members to prevent another such occurrence. We value all of our guests, and we hope you will consider staying with us again. Sincerely, Hotel Management