Extended Stay America - Jacksonville - Lenoir Avenue East

Business response:

Dear Guest, We’re very sorry to hear about your experience, especially regarding the interaction you described. This does not reflect the respectful and attentive service we aim to provide, and your comments will be shared with the appropriate individuals to ensure guest interactions are handled with greater professionalism moving forward. We appreciate you bringing this to our attention and hope you will consider giving us another opportunity to provide you with a much better experience. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for sharing these concerns with us. We are genuinely sorry for the discomfort you experienced and the inconvenience this caused. Your comments point to areas that need immediate attention, and we are addressing them with our team to prevent a recurrence. Although we are relieved that your second accommodation was an improvement, the lingering smell and its impact on your well-being are unacceptable. Please know this will be reviewed with our housekeeping team. We understand the importance of maintaining... read more

Business response:

Dear Bernard, Thank you for taking a moment to share your review. We’re sorry to learn that your experience did not meet expectations, and we understand that several aspects of your stay left you disappointed. Your comments are valuable to us and will be reviewed with our team to identify areas for improvement. We hope you’ll consider giving us another opportunity to provide a more positive and comfortable visit in the future. Sincerely, Hotel Management 

Business response:

Dear Marilyn, Thank you for your comments about your recent stay. We are very disappointed that we did not meet your expectations. We would have welcomed the opportunity to address your concerns while you were still here, and we hope to have another chance to provide you with the excellent service and accommodations that you should have experienced during this visit. Sincerely, Hotel Management 

Business response:

Dear Leigh, Thank you for your feedback. We understand how frustrating it must have been to encounter unexpected charges, especially after completing payment through a third-party platform. While deposits are standard practice for incidentals, we recognize the importance of clear communication, and your comments will help us improve our service. We hope you will allow us a second chance to restore your confidence in us. Sincerely, Hotel Management 

Business response:

Dear Mariangelica, We sincerely apologize for the inconvenience you experienced during your stay. We understand how frustrating it must have been to encounter issues with your room keys and the odor in the hotel. While we strive to provide a comfortable and welcoming environment, we fell short in this instance. Your feedback is invaluable, and we are actively addressing these concerns with our team to prevent similar occurrences in the future. We’re committed to improving our services and hope you’ll consider giving us anoth... read more

Business response:

Dear Mr. Wesley, Thank you for sharing your feedback. We appreciate your time and regret that aspects of your visit did not meet your expectations. We understand the importance of all details of a stay being clear and fair, and we apologize for any frustration you may have experienced. Your comments are valued and will be taken into account. We hope you'll consider returning so we may offer a more seamless experience. Sincerely, Hotel Management