Extended Stay America - Detroit - Novi - Orchard Hill Place

Business response:

Omar, 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:

Samantha, thank you for your review. We apologize for not being able to accommodate you in the room which you booked and for the cleanliness issues you encountered while you were here. Please be assured that we’re investigating what went wrong in your instance, and we are taking measures to prevent such scenarios from happening again in future. We have also relayed your concerns with our housekeeping team to be more diligent with their efforts moving forward. We would like to regain your trust and hope you will give us that ... read more

Business response:

Thank you for staying with us. We never want our guests to leave unhappy, and from your rating, it is clear that we let you down. We are very sorry your stay did not live up to your expectations, and we hope you will give us another opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Thank you for your review. Please accept our apologies for the poor service you received from our front desk staff at the time of check-in. Normally our team does a terrific job of responding to our guests’ needs, and in your case, that did not happen. Rest assured that we take these reviews seriously and then fine-tune procedures to help ensure we do not repeat mistakes. We hope you will give us a chance to provide you with the hospitality you deserve on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We sincerely apologize for the reservation issue you encountered here. Your comments have been discussed with our team, and we are reviewing our procedures to ensure this does not happen again. Thank you for your feedback, and we hope you will give us another chance to make this up to you and demonstrate excellent hospitality from our team. Sincerely, Hotel Management 

Business response:

Raymond, thank you for evaluating your visit. We apologize for the cleanliness issues you encountered in your room. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process, and for that we’re sorry. We have shared your concerns with our housekeeping team, and we’re working with them so we can redouble our efforts to ensure all the procedures are being followed thoroughly. We hope this unfortunate situation will not prevent you from staying with us ... read more

Business response:

Jasmine, thank you for being our guest. We apologize for the maintenance issues you encountered in your room. Please be assured that we have discussed your feedback with the appropriate team, and we're taking corrective actions to fix the problems immediately. We would like to regain your trust and hope you will give us that opportunity in the future. Sincerely, Hotel Management 

Business response:

Thank you for your review. We apologize for the service issues you encountered while you were here and for not meeting some of your expectations. We have shared your feedback with our team to remind them our main goal is to provide outstanding customer care to our guests. Also, know every room has a full-size refrigerator which includes ice trays for our guests’ convenience and therefore, we do not have the ice machine on the property. We hope you will give us a chance to redeem ourselves the next time you are in this area. ... read more

Business response:

Wayne, thank for reviewing your visit. We apologize for the cleanliness issues you encountered while you were here and for the inconvenience you had due to our hotel policy. Please be assured that we have discussed your feedback with our housekeeping team to be more diligent with our efforts moving forward. Also, know our housekeeping is done on a weekly basis to respect the privacy of our guests and offer minimal intrusion, but we are always happy to provide fresh linens and whatever you need during your stay. We hope you w... read more