Extended Stay America - Fairfield - Napa Valley

Business response:

Fred, thank you for posting a review of your visit. We are sorry you were disturbed at night by noise from other guests of the hotel. Please know our front desk is available to resolve issues, so we are sorry we were not aware of the trouble, as we would have been happy to try and fix the problem or move you to another room. We hope this unfortunate situation will not prevent you from staying with us again. Sincerely, Hotel Management 

Business response:

We were 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:

Amy, thank you for evaluating your stay with us. Please accept our apologies for the cleanliness issues you encountered in your room. We have shared your feedback with our housekeeping team and are working with them to make sure what you experienced does not happen again. We have also asked our pest control provider to service our hotel immediately. We hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

Veronica, thanks for taking the time to review our hotel. We apologize that your non-smoking room had a smoke odor. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell and also to thoroughly inspect the suite before accommodating to our guests. Our service provider has been made aware of the problem and we are working to ensure we have the proper connectivity throughout the hotel. We hope you consider staying with us again; we would welcome the opportunity to restore your con... read more

Business response:

Thank you for choosing to stay at our hotel. Please accept our apologies for the cleanliness issues you encountered in your room. We have discussed your concerns with our housekeeping team, and we’re working on our protocols to ensure that this does not happen again. We hope you will give us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

We would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We hope you will consider giving us a second chance in the future so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Nancy, please accept sincerest apologies for the odor and noise issues you encountered while here. We have shared your concerns with the teams, and we have taken actions to ensure that we do not repeat these issues in the future. We are reviewing the situation as a training tool to improve our procedures and to ensure this does not happen again. We understand the frustration and truly hope you will consider giving us another opportunity to serve you. Sincerely, Hotel Management 

Business response:

Daisy, 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:

Thank you for choosing our hotel for your stay. We are disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management