Extended Stay America - Gainesville - I-75

Business response:

Dear Marisela,We're sorry to learn about the unwelcome pests in your room. Providing a clean and comfortable environment is a priority, and this situation does not reflect our usual standards. We are working closely with our pest control team to address this matter and ensure it is thoroughly resolved. Your feedback is important to us, and we appreciate the opportunity to improve. We hope to have the chance to welcome you back so we can provide you with the flawless experience you deserve.Sincerely,Hotel Management 

Business response:

Dear Michael,We sincerely apologize that your interaction with our front desk team did not reflect the respect and professionalism that every guest deserves. While we maintain a strict non-smoking policy to ensure the comfort of all our guests, we recognize that how this was communicated to you was inappropriate, and we will address this with our team. Additionally, we regret that your room did not meet your expectations. We are committed to properly maintaining our rooms and providing a fresh and welcoming environment, and ... read more

Business response:

Dear Guest,We apologize for not meeting your expectations. Please note that the deposit charge is stated on our website. This charge is a standard hold for incidentals, ensuring the room is returned in good condition. It is typically fully refunded after check-out, usually within a few business days, depending on your bank. We understand how frustrating it can be to wait for the funds to process. Additionally, we strive to provide a comfortable environment for all our guests, and we appreciate your feedback regarding the act... read more

Business response:

Dear Linda,We sincerely apologize for the condition you experienced during your stay, and we deeply regret that the cleanliness and atmosphere did not meet your expectations. It’s important that every guest enjoys a comfortable and clean environment, and we will address these concerns with our team to ensure that improvements are made. We appreciate your feedback and are committed to making changes to enhance the guest experience. We would like the opportunity to serve you better in the future and hope you will consider a re... read more

Business response:

Dear Kiyana,We appreciate you sharing your candid feedback with us, and we sincerely apologize for not providing you with the outstanding stay you deserve. Providing excellent hospitality to each and every guest is our top priority; therefore, we hope you will give us another chance to show you our commitment to great experiences. Everything we do is aimed at providing every guest with an excellent experience. We would like to regain your trust and hope you will give us that opportunity in the future. Sincerely,Hotel Managem... read more

Business response:

Dear Latoya,We’re sorry to hear that your experience didn’t meet your expectations. It’s disheartening when we fall short of providing the comfort and service you deserve. We take your feedback seriously and will review all areas of concern to ensure we improve for future guests. Ensuring the comfort and satisfaction of our guests is our unwavering commitment. We would welcome the chance to demonstrate our dedication to exceptional experiences on your next visit to the area.Sincerely,Hotel Management 

Business response:

Dear Bibi,We appreciate you recognizing Chris for being helpful and regret that your experience with Kay did not meet expectations. Providing excellent service is important to us, and we will review your feedback with our team to ensure every guest feels valued and respected. Thank you for sharing your experience. We hope you will give us a chance to provide you with the hospitality you deserve on a future visit. Thank you again for your feedback.Sincerely,Hotel Management