Extended Stay America - Lexington - Nicholasville Road

Business response:

Dear Guest, We're sorry your room did not meet expectations, especially when you expect a clean and fresh space. We understand how disappointing that must have been. Although our guests' rooms are smoke-free, we occasionally have violations of this rule. Rest assured that maintaining a clean and fresh environment throughout our hotel is our top priority, and we are constantly working to improve. Your feedback will be shared with our team to ensure closer attention is given to room readiness and freshness moving forward. We h... read more

Business response:

Dear Guest,We appreciate you sharing both the concerns and the positives from your stay. We’re grateful you mentioned that the linens were fresh and that the space was free from any pest concerns, but we're sorry that the overall impression of the room left you feeling disappointed. Guests traveling with pets should feel just as welcomed and comfortable as anyone else, and it’s upsetting to know you felt otherwise. We understand how frustrating it must have been to have cleanliness and maintenance issues that detracted from ... read more

Business response:

Dear Guest,We're glad to know our team treated you kindly and that you found the bed comfortable and the bathroom clean. We're sorry the condition of the room didn't fully meet expectations. Your observations about the carpet, cabinetry, and bathroom door have been noted and will be brought to our team's attention for follow-up. While our accommodations are designed for practicality and value, consistent upkeep plays an important role in guest comfort. We appreciate you staying with us and sharing the positives and areas whe... read more

Business response:

Dear Guest,Thank you for including Extended Stay America in your travel plans. It means a lot to know that your time with us provided a sense of ease and peace. Our team works hard to create a welcoming environment where guests can settle in without worry. Thank you for staying with us; we’d love to have you back whenever you’re in the area again.Sincerely,Hotel Management 

Business response:

Dear Guest,Thank you for staying with us and for sharing your experience. We're glad to know most aspects of your visit met your expectations. We're sorry to learn that the bed didn't provide the rest you were hoping for. Your comfort is important to us, and we'll be taking this into account as we continue to improve. We hope you will give us another chance to provide you with the hospitality we are known for on your next visit to the area.Sincerely,Hotel Management