Extended Stay America - Des Moines - West Des Moines

Business response:

We regret the disappointing stay you had with us. Please accept our apologies, as we never mean to discourage our guests in any way, and we definitely failed in this attempt. I hope you will give us a chance to impress you on a future visit. Sincerely, Hotel Management 

Business response:

Please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Please accept our sincerest apologies as you did not feel completely secure at times. We take the safety and security of all of our guests very seriously, and our well-trained associates are capable enough to handle any kind of situations. Regarding, the charges please feel free to reach out to our front desk as they will be happy assisting you further. Counting on your kind generosity to accept our apology, we hope you will consider returning to our hotel on your next visit to this area. Sincerely, Hotel Management 

Business response:

Thank you for reviewing our hotel. We strive to provide clean, comfortable accommodations with great service and we sincerely apologize for missing these marks during your stay. We hope you will consider giving us another chance to provide you with the spotless accommodations and excellent hospitality you should always expect from our team. Thank you for choosing us and we hope to see you again. Sincerely, Hotel Management 

Business response:

Tina, we are disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management 

Business response:

Carolyn, we appreciate you taking the time to post a review. As we are a non-smoking property, we adhere to a strict 'no smoking' policy and enforce it with a cleaning fee when we find evidence of smoking in a guest room. We are sorry for any inconvenience. Thanks for the feedback, and we hope to have an opportunity of welcoming you back. Sincerely, Hotel Management 

Business response:

Isaac, we are disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management 

Business response:

Charles, thank you for your review of our hotel. We are sorry you experienced so many difficulties during your stay with us. This is not the type of review we are accustomed to receiving, and it is very disappointing to read. Your comments will be shared with the team, and we will take the appropriate steps to prevent these issues from happening again. Once more, we do apologize and hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Jerome, thanks for being our guest. We are sorry for the disturbance caused by the barking dog. Also, we apologize for the odor issue and that our staff didn't treat you with the warmth you expected from us. Your feedback is helpful in improving our future guest experience and henceforth, it has been discussed with the concerned team to be diligent going ahead. Please consider a return visit to our hotel so that we can provide you with a better stay on a future date. Sincerely, Hotel Management