Extended Stay America - El Paso - Airport

Business response:

BRANDON, thank you for your rating. We are disappointed to know you had an unpleasant experience. We hope you will consider staying with us again as we would love to provide you with an excellent visit in the future. Sincerely, Hotel Management 

Business response:

On behalf of our entire team, we would like to offer our sincere apologies for not living up to your expectations or ours. We hope you will consider giving us another chance in the future so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Maria, thank you for choosing to stay with us. We apologize for the cleanliness and service issues you encountered during your stay. Please be assured that we have discussed your concerns with our housekeeping team, and we’re working with them to be more diligent with our efforts moving forward. We have also shared your feedback with our team to remind them our main goal is to provide outstanding customer care to our guests. We hope you will give us a second chance to deliver the type of experience you should always expect f... read more

Business response:

Thanks for being our guest. We regret the smell you experienced in your room. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell. Also, we have alerted our maintenance team about the shower, and they will check the water temperature. We hope to have the opportunity to make it up to you at a future date. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We apologize for the maintenance issues you encountered while you were here and for not meeting your expectations with our grab-and-go breakfast. We have discussed your concerns with the concerned team in order to fix the problem you mentioned. We will also share your feedback with our Brand Leaders so that they can use it while planning the new breakfast offerings. We hope to have the opportunity to make a much better impression on a future stay. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We apologize for the cleanliness and service issues you encountered during your stay. Please be assured that we have discussed your concerns with our housekeeping team, and we’re working with them to be more diligent with our efforts moving forward. We have also shared your feedback with our team to remind them our main goal is to provide outstanding customer care to our guests. We hope to have another chance to show you our true hospitality the next time you return to this area. Sincerely, Ho... read more

Business response:

Thank you for being our guest. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to review our hotel. We were disheartened to read about the problems you experienced, and we hope you will accept our sincerest apology for what transpired. Please be assured that we have discussed your feedback with the concerned team, and we're taking immediate steps to ensure future guests do not encounter the same issues. We hope you will give us a chance to redeem ourselves the next time you are in this area. Sincerely, Hotel Management 

Business response:

John, please accept my sincere apology for the difficulties you encountered with your room. We appreciate you bringing these issues to my attention and assure you that corrective measures have been taken. Our team's first priority is making sure that every guest has a comfortable stay, and this time we really missed the mark. We truly regret the inconvenience it caused. We hope you will consider and give us an opportunity to serve you in the near future. Sincerely, Hotel Management