Extended Stay America - El Paso - Airport

Business response:

Dear Ana, We sincerely apologize for the issues you experienced with your room. Your comfort and well-being are our top priorities, and we take this matter seriously. We will immediately investigate and address the mold concern to ensure a safe environment. Thank you for bringing this to our attention. We hope to provide you with a much better experience in the future.Sincerely,Hotel Management 

Business response:

Dear Antonio, Thank you for providing your feedback. We apologize for the disappointment you experienced during your stay, especially regarding the breakfast offerings and the receptionist's behavior. Regrettably, we fell short of meeting your expectations regarding both the amenities provided and the level of customer service. We will address these concerns with our team to ensure immediate improvements. Your feedback is invaluable, and we appreciate you bringing these matters to our attention. We understand your decision n... read more

Business response:

Dear GARDENIA, Thank you for sharing your experience. We are sorry about your disappointment with our property. Your feedback about the breakfast and the service you received at the front desk is concerning, and we apologize for any inconvenience caused. We strive to exceed our guests' expectations in every aspect, and we regret that we fell short during your stay. Please know that we take your comments seriously and will address them with our team to make necessary improvements. We appreciate your honesty and hope to have t... read more

Business response:

Dear Hiram, Thank you for bringing this to our attention. We are sorry about your negative experience. We strive to provide excellent service to all our guests regardless of their background, and what you have shared is unacceptable and does not reflect the standard we wish to uphold. Your feedback is valuable to us, and we will address any concerns internally. We apologize for any inconvenience you may have encountered and hope to have the opportunity to serve you better in the future.Sincerely,Hotel Management 

Business response:

Dear Nicholas, We appreciate you being our guest and taking the time to share your valuable feedback. We sincerely apologize for any inconvenience caused by the situation regarding your ID verification. Additionally, we regret any discomfort caused by the cleanliness issues you experienced in the room. Please know these instances do not represent the service standards we strive to uphold. We will address these matters with the appropriate teams to prevent future occurrences. We appreciate your understanding and patience and ... read more

Business response:

Dear Kailu, We apologize for any inconvenience you experienced. We strive to provide excellent service and apologize if this was not your experience. Your feedback is valuable, and we will share your comments with our team for improvement. If you require further assistance or have any concerns, please don't hesitate to contact us directly. We appreciate your understanding and hope for the opportunity to serve you better in the future.Sincerely,Hotel Management 

Business response:

Dear Javier, We apologize for the discomfort you experienced with the pillows and mattresses during your stay. Your satisfaction is our priority, and we regret that we fell short of providing you with a comfortable sleep experience. Please know that your feedback is valuable to us, and we will address this issue with our housekeeping team to ensure improvements are made. We understand the importance of a good night's rest for our guests and are committed to enhancing the quality of our amenities. Should you choose to stay wi... read more