Extended Stay America - Des Moines - Urbandale

Business response:

Thank you for reviewing your stay at our hotel. We never want to disappoint our guests, so we are sorry you were unhappy with your room. We have taken your comments and will use these to monitor and improve the quality of services we offer to our guests. We hope you will reconsider returning to our hotel, as we would like you to experience our hotel as you should have on this past visit. Sincerely, Hotel Management 

Business response:

On behalf of our entire team, please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially with the cleanliness of our hotel, as this is an essential priority. We will address this matter with the head of our housekeeping department to ensure that it does not happen again. We also regret any disappointment you experienced concerning breakfast not being available during your stay. Please know that this information is posted on the hotel website, so our gu... read more

Business response:

Good morning. I'm sorry for this experience you had and difficulty checking in. I have done some research and it seems your Expedia reservation went into a no show due to you not arriving on the date you were originally scheduled to arrive. Not sure if your check in date was incorrect from the beginning with Expedia or if you changed your arrival date but that is the reason why we didn't have a reservation for you. You were charged for a no show with Expedia which means you will need to contact them and ask for a refund. I w... read more

Business response:

Please accept our apologies for the concerns outlined in your feedback and for the difficulties you endured which led to an uncomfortable stay. Your feedback concerning the behavior of one of our front office associates and the odor are discussed with the appropriate teams, and corrective actions are taken to enhance our service levels. It also was disappointing to read your comment about one of the team members from the maintenance team. We will share your message appropriately, as we actively follow public health guideline... read more

Business response:

Kelsie, we are very disappointed that we failed to deliver the exceptional stay you deserved. We never want to disappoint our guests in any way, and we would like to extend our sincere apologies for your experience. We hope you will return so we can make it up to you. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. It was disappointing to read your review, and we are sorry for not meeting your expectations for a pleasant stay. Your feedback about the grab-and-go breakfast specifics will help our Brand Leaders to improve our product offerings. Please give us a chance to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Jessica, thank you for being our guest. We are sorry you did not enjoy your stay, and we apologize for failing to live up to your expectations. Thank you also for your feedback, and we hope you will return so we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. Please accept our apologies regarding the difficulties you had with our staff. We regret the inconvenience caused. Our goal is to provide customer service excellence, so we regret that we fell short during your visit. We have shared your feedback with the team so that we can provide a much better experience for our guests going forward. We understand the frustration and sincerely hope you will provide us another opportunity to serve you. Sincerely, Hotel Management