Extended Stay America - Los Angeles - LAX Airport - El Segundo

Business response:

Dear Aqueela,We sincerely regret the inconvenience you experienced upon arrival. Honoring every guest’s reservation is a priority, and we understand how frustrating it must have been to encounter availability issues despite prior communication. Your concerns regarding the property’s location and overall condition are noted and will be reviewed with our team. We appreciate your feedback and hope for the opportunity to restore your confidence in our service.Sincerely,Hotel Management 

Business response:

Dear Aaron,We regret to hear that your experience did not align with expectations. We never intend for guests to feel misled, and we strive to present accurate and transparent information about our accommodations and amenities. Your feedback is taken seriously and will be reviewed to ensure clarity in our communications. We appreciate you bringing this to our attention and hope for the chance to provide a more positive experience in the future.Sincerely,Hotel Management 

Business response:

Dear Tisa,We sincerely apologize for the difficulties you encountered during your stay. It’s unacceptable that your reserved room was not available upon arrival, and we understand how frustrating it must have been to navigate these challenges, especially with accessibility concerns. Every guest deserves a clean, comfortable room and respectful service, and we regret that this was not your experience. Your feedback about cleanliness, amenities, and breakfast is being taken seriously, and we will address these concerns with ou... read more

Business response:

Dear Kerri,We're sorry that your stay did not meet your expectations and that the environment felt uncomfortable during your visit. We strive to provide accommodations for everyone, whether travelers or guests needing emergency housing. We understand the importance of maintaining a welcoming atmosphere for all our guests. Your feedback is valuable to us, and we will continue to work on creating a positive experience for everyone who stays with us. We're pleased that our front desk staff assisted you with professionalism and ... read more

Business response:

Dear Raymond,We’re sorry to learn about your disappointment with your stay. We strive to create a welcoming and comfortable environment for all our guests, and it’s disappointing to know this was not reflected during your visits. Your feedback regarding the staff and overall atmosphere is important, and we’ll address these concerns with our team to ensure a more positive experience moving forward. We value your input and appreciate the chance to make improvements. We hope to have another opportunity to welcome you back and p... read more

Business response:

Dear Angelique, Thank you for giving us feedback on your recent stay at our hotel. Every guest who walks through our doors should expect a clean, well-maintained property as their home away from home when traveling. Therefore, we sincerely apologize for not having had this experience. Every detail, from first impression at check-in to final check-out, should be focused on exceptional customer service and impeccable attention to detail in all areas of our property. We appreciate valuable feedback like yours so we can continue... read more

Business response:

Dear Patrick,We’re sorry that your room did not meet expectations. A well-maintained and thoroughly cleaned space is essential for a comfortable stay, and we regret that this was not reflected during your visit. Your feedback will be shared with our team to ensure these concerns are addressed as we continue working to improve the guest experience. Thank you for bringing this to our attention. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again.Sincerely,Ho... read more