Extended Stay America - Los Angeles - Burbank Airport

Business response:

Dear Samantha, We thank you for choosing to stay with us and apologize for not meeting your expectations. We are sorry for the housekeeping oversight and the breakfast option that fell short of your expectations, and we understand that you didn't get a good night's rest. We take these issues seriously and are committed to improving in these areas to ensure all guests have an enjoyable experience. We hope to make your next stay with us outstanding in every way possible.Sincerely,Hotel Management 

Business response:

Dear Alain, Thank you for the feedback. Our guests should have a pleasant and comfortable stay at our hotel, including clean and well-maintained suites. Therefore, we apologize for any inconvenience caused by moving to a new room and understand that this did not meet your expectations. We can assure you that what you experienced is not acceptable by our standards, and we will be taking the proper action as we are committed to providing every guest with a wonderful experience. Thank you again.Sincerely,Hotel Management 

Business response:

Dear Carlos, We want to extend our apologies for not being able to provide you with a room. We try to provide the accommodations requested based on availability; therefore, we regret not meeting your expectations. Thank you for your valuable feedback and, most importantly, your patience. We hope you will give us another opportunity in the future.Sincerely,Hotel Management 

Business response:

Dear Katy, Please accept our apologies for not meeting your expectations during your visit. We want to reassure you we do everything possible to discourage the entrance of outside insects mentioned. Our pest control provider does service our hotel on a routine basis. However, we will address this with them to ensure they do everything to prevent future issues. We regret the frustrations you experienced, and we are very grateful for your patience. Thank you for choosing us and for taking the time to leave your feedback. We ho... read more

Business response:

Dear Hemant, Thank you for your review of our hotel. We promise every guest a fresh, clean suite and well-maintained accommodations. Therefore, we are disappointed this did not occur during your stay. Please accept our apologies and know that we take our commitment to clean rooms very seriously and will look into your feedback. We hope this isolated incident will not deter you from returning to enjoy the excellent stay you deserve with us. Thank you again for your feedback, and we wish you all the best with your travels.Sinc... read more