Extended Stay America - Great Falls - Missouri River

Business response:

Your review for our hotel was recently brought to my attention. I sincerely apologize that you had such an unpleasant experience with us. Your comments were reviewed by the team and we will try to provide each of our guests with the best experience possible. Thank you very much for providing us with your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area. 

Business response:

Thank you for your recent review of your stay. We are disappointed to hear that you did not find your bed to be comfortable and that your pillows were not fresh. Please accept our apologies. In response to your feedback, we are working with our housekeeping staff to ensure your experience is not repeated. We will also inspect all of our mattresses to make sure they meet our standards. Thank you very much for providing us with your feedback. We hope that you will give us the opportunity to provide you with a better stay the n... read more

Business response:

Thank you for your recent review of your stay. I am sorry to hear that our hotel amenities did not meet your expectations, the breakfast did not meet your needs and the noise from the trains kept you awake throughout the night. I really appreciate you bringing this to our attention. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area. 

Business response:

Thank you for your recent review of your stay. I sincerely apologize that you were greeted with less than acceptable way by our team and that the hours of the Grab and Go Breakfast were not explained to you as well as they should have been. I also apologize for the room not being as clean as it should have been. In response to your feedback, I am going to speak with the team about the importance of always providing great customer service when greeting our guests and explaining the amenities of the hotel. I will be inspecting... read more

Business response:

Thank you for the feedback about your stay at our hotel. I am pleased to read that our location was close to your work site; however, I am very sorry that the beds were uncomfortable. I will share your feedback with our upper management team so that we can look into improving our beds. We continually work to improve our hotel, so I really appreciate you providing us with your feedback. We would love to have another chance to provide you with a better experience the next time you're in town. 

Business response:

Thank you for your recent review of your stay. Your comments in regards to the cleanliness of the room are much appreciated; yet, I was disheartened to read that you were assigned a smoking room when you wanted to be in a non-smoking room and that the elevator was so slow. In response to your feedback, I have reminded the front desk team to verify the room type before sending our guests up to the room. Thank you very much for providing us with your feedback. We hope that you will give us the opportunity to provide you with a... read more

Business response:

Thank you for the feedback about your stay at our hotel. I am pleased to read your remarks about the friendly staff and the nice view from the hotel. However, I am very sorry that the bed was too hard, the windows in your room were difficult to close, and that our policy of requesting kitchen items at the desk was inconvenient. To ensure that a situation like yours doesn't happen again, my team and I are working to ensure that requesting amenities for the kitchen becomes an easier process for the guests. I am also meeting wi... read more