Extended Stay America - Kansas City - Shawnee Mission

Business response:

Dear Mohammad, We regret that we couldn't give you a better impression from the moment you arrived, and we apologize that our front desk team fell short of providing you with the excellent service we strive for daily. The lack of hospitality from our associate and the condition of your suite you describe are unacceptable and not representative of our quality standards. We are meeting with our staff members to discuss this situation and reiterate the importance of impeccable customer service and attention to detail. While we ... read more

Business response:

Dear Harjinder, Thank you for sharing your feedback regarding your recent experience at our hotel. We apologize for any inconvenience caused by the lack of assistance from our front desk staff and the overbooking situation you encountered. We understand the frustration this can cause and sincerely apologize for the inconvenience it may have caused your stay. We take your concerns seriously and will address them with our team to ensure that appropriate measures are taken to prevent such issues in the future. We value your fee... read more

Business response:

Dear Timothy, Thank you for your recent stay with us and for taking the time to post your review. We sincerely apologize for the cleanliness issues you experienced. We have procedures in place to avoid such situations do not occur; however, we are very disappointed that we did not meet these expectations. We can do better, and we hope you will allow us to redeem ourselves. Sincerely,Hotel Management 

Business response:

Dear Barry, Thank you for being our guest. We are sorry to read about your experience. As we follow the most rigorous industry standards when it comes to the cleanliness of our rooms, but the room you occupied will be professionally inspected and treated. The safety and security of our guests are very important and we take them seriously. We hope you will give us another opportunity to welcome you back and experience our hotel as you should have on this visit. Sincerely,Hotel Management 

Business response:

Dear Nancy, Thank you for visiting us and leaving your feedback. We aim to provide a seamless experience for every guest. Therefore, we apologize for failing to meet your expectations. What you encountered is not typical or representative of our service standards. We are investigating this issue to see what went wrong and ensure such problems are not repeated. We hope you consider this an isolated incident and revisit us so we can deliver the flawless stay you should have received. Sincerely,Hotel Management 

Business response:

Dear Eleazar, Please accept our apologies for the frustrations you experienced due to not receiving the room you booked. We cannot speak on behalf of the agent who assisted with your reservation, but we are very sorry for the inaccurate booking. Please allow us to evaluate the situation to see what went wrong; meanwhile, please feel free to reach out to us at the hotel for any further concerns regarding your charges. We are sorry for the inconvenience, and we hope you will consider returning for another visit.Sincerely,Hotel... read more

Business response:

Dear anna, Thank you for staying with us and sharing your review. We apologize for the deposit policy, which came as a surprise. We try to keep our guests informed by publishing this information on booking sites; we regret that you didn't notice this before your arrival. We will address this issue appropriately to ensure our guests are well-informed about our policy and to provide a smooth reception every time they book at our hotel. We hope this unfortunate situation will not prevent you from staying with us again.Sincerely... read more