Extended Stay America - Indianapolis - Northwest - I-465

Business response:

Dear Richard, We’re sorry for the trouble you experienced during check-in. While we do our best to honor all room preferences, availability can sometimes be limited, especially with third-party reservations. That said, your room type should have been clearly communicated and handled with more care. We understand how frustrating it is not to receive what was expected, and we’ll be reviewing this with our front desk team to help prevent similar situations. We appreciate you bringing this to our attention, and thank you for giv... read more

Business response:

Dear Kimberleigh, Thank you for your kind words about the team. It’s wonderful to know that everyone you interacted with made your stay welcoming. We’re grateful for your recognition of their efforts. We also acknowledge the concerns you raised regarding the condition of certain areas, and we’re addressing those matters with our team to improve the overall guest experience. Your feedback is appreciated and helps us focus on the areas that need extra care. We do hope you will stay with us another time so we can provide you wi... read more

Business response:

Dear Terry, Thank you for the wonderful comments regarding your time at Extended Stay America. We're glad to know our team provided exceptional service during your visit. Even for a short stay, we aim to provide a welcoming and comfortable environment. We hope your time here met your needs and that you'll consider returning if you're in the area again. We look forward to your next stay. Sincerely, Hotel Management 

Business response:

Dear Guest, We’re sorry to know that the air quality in the room affected your visit. Our intention is to provide a clean and welcoming environment, and it’s disappointing to learn that this wasn’t reflected during your stay. Your comments will be shared with our team as we work to uphold a higher standard of comfort for all guests. Thank you for bringing this to our attention. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again. Sincerely, Hotel Managemen... read more

Business response:

Dear Guest, Thank you for reviewing your stay. While your stay was satisfactory, we understand it didn’t fully exceed your expectations. We are continuously working to enhance the experience for all our guests and appreciate your input as it helps guide those improvements. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for sharing your experience. We're sorry to hear about the condition of the room and the common areas during your visit. From the maintenance concerns in your bathroom and room to the impression made upon arrival, we understand how these details can affect the overall comfort of a stay. We will ensure our team addresses the items you mentioned and focus on improving both the upkeep and presentation of the property. We appreciate the opportunity to do better moving forward. We hope you will give us a sec... read more