Extended Stay America - Indianapolis - Airport

Business response:

Dear Stephanie, We sincerely apologize for the difficulties you encountered during your stay. We understand that waiting for long periods without access to your room, especially when you are feeling unwell, can be incredibly frustrating. We are also disappointed to hear about the lack of assistance you experienced over the weekend, as well as the condition of your family’s room. Your feedback is invaluable to us, and we have shared your concerns with our team for immediate attention. Thank you for sharing your experience wit... read more

Business response:

Dear Colleen, Thank you for sharing your experience. We regret that the condition of the common areas, especially on the upper floor, created a poor impression during your visit. Timely upkeep and cleanliness are important, and situations like these fall short of our standards. We’ve shared this with our team to ensure stronger attention is given to maintaining shared spaces. Your input is appreciated and will help guide improvements. We would like the opportunity to serve you better in the future and hope you will consider ... read more

Business response:

Dear Paula, We sincerely apologize for the condition of the room and the disturbances you faced during your stay. It’s disappointing that areas requiring basic maintenance were left unaddressed and that the level of cleanliness fell short of expectations. We also regret that your concerns were not addressed in a timely manner. Your feedback has been shared with our dedicated team to review the communication process, ensuring that guests receive the attention they deserve. We appreciate you bringing these matters to our atten... read more

Business response:

Dear Tim, We’re sorry to know your experience led to such strong disappointment. We regret that we did not meet the expectations of comfort or quality that every guest deserves. Your feedback has been noted, and we’ll be using it to reevaluate how we can improve the overall experience for future stays. We are committed to prioritizing the comfort and satisfaction of our guests above all else. Therefore, we hope you will revisit us so we can show you the experience you deserve, which we are known for providing. Sincerely, Hot... read more

Business response:

Dear Imam, We sincerely apologize that your stay was affected by the condition of the room and the surrounding environment. This does not reflect the standards we strive to maintain, and we regret that your experience fell short of our expectations. Your concerns about the surroundings and overall upkeep will be addressed with our team to ensure we're taking the necessary steps to improve both cleanliness and the overall atmosphere for our guests. We appreciate you bringing this to our attention. We hope to have another oppo... read more

Business response:

Dear Mohamed, We apologize that the experience did not meet your expectations. A clean and comfortable environment is something we take seriously, and it’s disappointing to know this wasn’t reflected during your visit. We will share your comments with our team to reinforce the importance of maintaining high standards throughout the property. We appreciate the opportunity to improve, and thank you for your feedback. We do hope you will stay with us another time so we can provide you with a much more satisfying experience. Sin... read more

Business response:

Dear Guest, We’re truly sorry to hear that your visit was impacted by multiple concerns, and we regret that your time with us fell short of expectations. The conditions you described do not reflect the experience we aim to provide, and we apologize for the inconvenience and discomfort caused. Your feedback regarding the accommodations and amenities is appreciated and has been shared with our team for review and improvement. While we’re disappointed to know you wouldn’t consider a return, we hope there may be a future opportu... read more

Business response:

Dear Guest, We regret that your experience did not meet expectations. The well-being and safety of our guests are our top priorities, and we take comments like yours very seriously, as they allow us to identify where we need necessary attention. We appreciate you bringing your concerns to our attention so we can address them with the appropriate teams, ensuring that future guests do not encounter the same. We are grateful for your patience. Please consider returning so we can provide you with the secure and tranquil environm... read more

Business response:

Dear Guest, While we’re glad to know the front desk team made a positive impression, we’re truly sorry the room conditions didn’t reflect the same level of care. What you described falls far below the standards we aim to maintain, and we understand how frustrating and uncomfortable this must have been. Your comments about the bathroom, cleanliness, and room amenities will be shared with our maintenance and housekeeping teams so these concerns can be addressed. We appreciate your honesty and the opportunity to learn from your... read more