Extended Stay America - Fremont - Warm Springs

Business response:

Dear Guest, We sincerely apologize that the condition of your room did not meet your expectations and that it felt dated and uninviting. This is not the experience we want for our guests, and we regret that your stay was disappointing. Your comments have been shared with our housekeeping team for review as we continue to improve our rooms and overall guest experience. We value all guest feedback, as it helps us identify areas for improvement. We hope you will consider giving us another opportunity to provide a more comfortab... read more

Business response:

Dear Guest, Thank you for taking the time to share your feedback with us. We sincerely apologize for the unacceptable room conditions you described, including cleanliness and maintenance concerns. This is certainly not the standard we aim to provide, and we understand how upsetting this experience must have been. Your comments have been shared with our housekeeping and maintenance teams. Guest comfort, cleanliness, and satisfaction are very important to us, and we regret that we fell short during your stay. We appreciate you... read more

Business response:

Dear Guest, We sincerely apologize for the inconvenience caused by the broken and uncomfortable bed during your stay. Guest comfort is one of our highest priorities, and it is disappointing to learn that we fell short in this instance. Your comments will be shared with the housekeeping teams to ensure the issue does not affect future guests. We appreciate your honesty, as it helps us improve our facilities and services. We hope to have the opportunity to provide you with a fully comfortable and enjoyable stay on your next vi... read more

Business response:

Dear Guest, We sincerely apologize for the dusty and dirty condition of your room upon arrival, as well as the poor attention you experienced at the lobby. This does not reflect the service standards we strive to uphold. We also regret the disappointment regarding our grab-and-go breakfast and we understand the need for clearer communication. Your comments have been shared with our housekeeping and front desk teams for improvement. We truly appreciate your feedback and hope to welcome you back for a far better experience. Si... read more

Business response:

Dear Guest, We sincerely apologize that your stay did not meet your expectations. We regret that the room assigned initially did not meet your accessibility needs and understand the inconvenience this caused. We also apologize for any cleanliness issues you encountered. Regarding the lack of an ice machine, we appreciate your suggestion and will review our amenities to better serve our guests. Your comments are valuable in helping us improve our services, and we hope to have the opportunity to provide you with a fully satisf... read more

Business response:

Dear Guest, We regret to hear that the in-room cooking amenities did not meet your expectations. We understand that some guests may require additional items. Your comments have been shared with our team so we can review our current kitchen setups and explore ways to better accommodate guests who prefer to cook during their stay. We appreciate your perspective and hope to provide an improved experience on your next visit. We look forward to welcoming you back. Sincerely Hotel Management 

Business response:

Dear Guest, We sincerely apologize for the issues you encountered, including the room cleanliness, and the concerns in the hallways. This does not reflect the high standards we strive to maintain. Your concerns have been shared with our housekeeping and maintenance teams. We appreciate your patience and understanding as we work to improve our services. We value your feedback and hope to have the opportunity to provide you with a better experience next time. Sincerely, Hotel Management 

Business response:

Dear Guest, We sincerely apologize for the cleanliness and maintenance issues you experienced during your stay. Providing a clean, well-maintained, and comfortable environment for our guests is always our top priority, and we regret that we fell short of your expectations. Your comments have been shared with our housekeeping and maintenance teams to prevent similar issues in the future. We truly value your input as it helps us improve our services and guest experience, and we hope you will give us another opportunity to serv... read more