Extended Stay America - Long Island - Melville

Business response:

Alexis, thank you for being our guest. We apologize for the odor issue you encountered during your stay. We work hard to provide a clean and comfortable environment and we are sorry if the odor compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. Thank you again for your feedback, and we hope to welcome you back in the future. Sincerely, Hotel Management 

Business response:

Tommasa, thank you for your review. We apologize for the cleanliness and service issues you encountered while you were here. We have checklists in place to inspect every room after it has been serviced. Unfortunately, we missed something during this process, and for that we’re sorry. We have shared your concerns with our housekeeping team, and we’re working with them so we can redouble our efforts to ensure all the procedures are being followed thoroughly. We have also discussed your feedback with our associates to remind to... read more

Business response:

Gabriela, thank you for feedback about your stay. We are very disappointed to see that your feedback referenced the description of our hotel as "filthy". Our promise to our guest includes a commitment to providing a clean, fresh environment and we are very sorry that did not happen when you were here. We are very concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. We hope you will consider giving us a chance in the future so we can provide you with the... read more

Business response:

Thanks for taking the time to review our hotel. We apologize that your room had a smoke odor. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell and also to thoroughly inspect the suite before accommodating to our guests. We hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to share your comments. We strive to consistently deliver exceptional service, so we apologize that you had a disappointing experience with us. We have shared your feedback with the staff members, and steps have already been taken to prevent these mistakes from being repeated in the future. We truly hope you will give us another chance to prove that we are committed to providing outstanding guest service. We look forward to welcoming you back to our hotel. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We are sorry we missed meeting some of your expectations and that ruined your stay with us. Kindly note, to respect the privacy of our guest's housekeeping service is done once a week. We are happy to offer this service to you at a minimal fee. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. Please accept our sincere apologies for our hotel not living up to your expectations. Cleanliness is a top priority to all of our employees, and we do not take cleanliness issues lightly. We will address this matter with our housekeeping team and with the department associates in order to ensure changes are made immediately to solve these problems. We hope you will consider giving us another opportunity to serve you in the future. Sincerely, Hotel Management