Extended Stay America - Los Angeles - Ontario Airport

Business response:

Dear guest, thank you for the review of your stay with us. We apologize for the maintenance and cleanliness issues you had in your suite. You have our assurance that these concerns will be addressed with the appropriate individuals. We are also sorry for your disappointment with the condition of our property. We value your comment and have taken note of it. Additionally, we would also like to share that, in-room amenities like coffee machines, etc are available at the front desk, and we regret that you were not aware of this... read more

Business response:

Gary, thank you for taking the time to evaluate our hotel. We regret the noise disturbance and apologize for the inconvenience you experienced due to the cleanliness issues you encountered. We will address this with our housekeeping team and take steps to ensure we are more diligent going forward. We will also share your comments with our team regarding the service issues you encountered and take the necessary steps to ensure we are more consistent in our service delivery. We hope you will return so we can provide you with t... read more

Business response:

Mia, thank you for choosing to stay with us. It was disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests in any way. 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 for your candid feedback, as this helps us to improve the experience for future guests. We truly appreciate your f... read more

Business response:

Jimmy, thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations; please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

We appreciate you reaching out to show us your concern. We regret any negative experience you had while here. Your feedback, and also your patience in this matter, are much appreciated. Thank you for your time; you have our assurance that we will address your comments appropriately. Sincerely, Hotel Management 

Business response:

Robert, on behalf of our entire team, please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially with the cleanliness of our hotel, as this is an essential priority. We will address this matter with our housekeeping associates to ensure that it does not happen again. We hope you will consider giving us another opportunity to host you in the future and to welcome you back again soon. Sincerely, Hotel Management 

Business response:

Roger, thank you for your recent stay with us.We appreciate your remarks about the lack of detail to our property and grounds. While our team works hard to ensure a great experience at our property, both inside and outside, we take your comments seriously and we will do what it takes to improve our guests' perceptions. We hope you will stay with us again so you can see we are committed to providing a clean and comfortable home away from home for our guests. Sincerely, Hotel Management