Extended Stay America - Knoxville - West Hills

Business response:

Larry, on behalf of our entire team, we would like to offer our sincere apologies for not living up to your expectations or ours. We hope you will consider giving us another chance in the future so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Dear Staci, thank you for reaching out to us with your review. While we are pleased our location was spot on, we are sorry for the lack of helpful hospitality shown to you throughout your stay. We are also sorry the promised refund has yet to show up on your account. Please reach out to us at the hotel and we will do all we can to leave you with a more favorable outcome. Thank you for being our guest and we look forward to speaking with you. Sincerely, Hotel Management 

Business response:

Michael, thank you for taking the time to post a review. We are sorry for not living up to your expectations and regret as you were unaware of our housekeeping policy. Please know, to respect the privacy of our guests staying for long periods of time, our housekeeping service is conducted on a weekly basis, although we are always happy to provide you this service at your request for a minimal fee. Also, your feedback will be used as a training tool to improve our service moving forward. We hope you will consider a future sta... read more

Business response:

Thank you for sharing the details surrounding your visit. Please accept our sincere apologies for the lack of attention at the front desk. We have shared your feedback with the entire team as we take your comments seriously, and our training will be revisited to ensure this does not happen again. We hope you will give us another chance to show you the hospitality you deserve on a future visit. Sincerely, Hotel Management 

Business response:

Rachel, thank you for the review of our hotel. We sincerely apologize for the difficulties you experienced during your stay with us. This is not the level of service we generally provide, and it certainly does not meet our standards. Please be assured that we’re reviewing the situation as a training tool to improve our procedures and to ensure this does not happen again. We hope you will give us another chance to impress you on your next trip through this area. Sincerely, Hotel Management 

Business response:

It is disheartening to see we didn’t live up to our typical standards. You deserved a comfortable and stress-free stay, we are extremely sorry we miserably failed in your case. Please consider giving us another chance so we can make a favorable impression of our hotel. Sincerely, Hotel Management 

Business response:

David, please accept our apology for not living up to your expectations during your visit. We regret the odor issue you experienced in your room. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell. We hope to have the opportunity to make it up to you at a future date. Sincerely, Hotel Management 

Business response:

Please accept our sincerest apologies for the issues you encountered during your stay and truly regret that you did not feel completely secure at times. We take the safety and security of all of our guests very seriously, and our well-trained associates are capable enough to handle any kind of situations. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

Casey, on behalf of our entire team, we would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We hope you will consider giving us a second chance in the future so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management