Extended Stay America - Grand Rapids - Kentwood

Business response:

Dear Guest,We’re very sorry your stay didn’t reflect the experience you were hoping for. We understand how frustrating it must have been to encounter multiple challenges, including issues with your room and a lack of necessary support. We take your concerns seriously and will work closely with our team to improve communication and ensure our guests have better access to assistance moving forward. We appreciate the opportunity to improve. We do hope you will stay with us another time so we can provide you with a much more sat... read more

Business response:

Dear Guest,We sincerely apologize for the issues you encountered during your stay. The issues you described did not meet the high standards we strive to provide for our guests, and we understand how this affected your experience. Please be assured that your feedback is being taken seriously, and we will be addressing these concerns with our housekeeping team to ensure that all areas are properly cleaned and maintained. We are committed to improving the overall experience for our guests. We express our genuine apologies once ... read more

Business response:

Dear Guest,We sincerely apologize for the condition of your room and the issues you encountered during your stay. The cleanliness issues you mentioned are concerning, and we understand how unsettling that must have been. Additionally, we regret that the TV was not functioning properly. Please know that your concerns are being taken seriously, and we will address them with our team to prevent them from happening again. We regret that your experience was not up to the standards we strive for, and we appreciate your feedback as... read more

Business response:

Dear John,We sincerely apologize for the inconvenience and frustration you faced during your late check-in. We understand how important it is to feel welcomed and supported upon arrival, and we regret that our team couldn't assist you promptly. We will address this situation internally to ensure that future late arrivals are handled more efficiently. Thank you again for your feedback, as it helps us improve the experience for all of our guests. We hope we have the opportunity to make a much better impression on a future stay... read more

Business response:

Dear Hadley,We are sorry to learn about your experience and deeply regret that your stay was far from what you expected. The conditions you described are not reflective of the high standards we aim to uphold, and we apologize for any discomfort this caused. We are addressing your feedback with our team to ensure that appropriate steps are taken to resolve these issues moving forward. We appreciate your patience and your valuable input as we work to improve our services. We hope you will give us another chance to provide you ... read more

Business response:

Dear Nicoya,We’re sorry that your stay did not meet your expectations. We understand how important it is for a property to provide a comfortable and inviting experience, and we deeply regret that your visit left you feeling dissatisfied. Your comments about management and the team are noted, and we are committed to improving as we recognize the importance of offering a stay that aligns with the standards guests deserve. We continually strive to deliver service that goes above and beyond, and we hope you will consider a retur... read more

Business response:

Dear Ryan, Thank you for staying with us and for taking the time to leave your comments. Please accept our apologies if your room was not spotless. Our housekeeping staff works hard; therefore, we regret not catching the concerns you described. We have shared your remarks and will use them as an opportunity to improve our guest experience. Apart from this, we hope you had a pleasant time and will give us another chance to serve you again.Sincerely,Hotel Management