Extended Stay America - Los Angeles - Ontario Airport

Business response:

Noemi, thank you for your feedback. Please accept our sincere apologies for not living up to your expectations. We strive to provide wonderful hospitality to all of our guests, but we obviously let you down. Your feedback is important to us, and we will use it to improve our services going forward. We are truly sorry and hope you will consider giving us a second chance in the future. Sincerely, Hotel Management 

Business response:

Frankie, we were disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management 

Business response:

Jesse, first and foremost, we would like to offer you our apologies for the inconveniences you experienced during your stay with us. We hope you will consider giving us a chance in the future so we can provide you with the experience you should always expect from us. Sincerely, Hotel Management 

Business response:

Kimberly, thank you for your review. We are sorry for the reservation issues you encountered and that we were not able to accommodate you with the suite of your choice. Your feedback will be shared with the appropriate team to ensure they are more diligent going forward. Moreover, we apologize for the cleanliness issues in your bathroom. Your feedback will be shared with our housekeeping team for review and action. Also, we will share your valuable comments regarding the bed with the appropriate individuals so that they can ... read more

Business response:

Thank you for reviewing your stay with us. We are sorry your room did not have the kitchenware you needed. These items are available and complimentary at the front desk at any time, and our team gladly delivers these items to your suite. We are also sorry for the noise issue you encountered in your room. We wish we had the opportunity to address these issues while you were here, as we would have been happy to take care of you better. We will make a note of your feedback as we plan any changes to our breakfast offerings. We h... read more

Business response:

We apologize for the issue you had in your room. Your feedback for the oversight is shared with our housekeeping team to be more diligent going ahead. It was also disappointing to read you were not able to sleep appropriately due to the uncomfortable bedding and the noise issue, and we are sorry for the inconvenience caused. 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 staying at our hotel. We sincerely apologize for the cleanliness issue you encountered and regret the disappointing visit you had. You are absolutely correct to expect a clean, well-maintained property as your home away from home when traveling, and we apologize for failing to provide that for you. We are taking steps to ensure every detail from the first impression at check-in to final check-out will focus on exceptional customer service and impeccable attention to detail in all areas of our property. We are v... read more

Business response:

We are sorry for the cleanliness issues you experienced and that you were unhappy with our housekeeping services. While our housekeeping is done on a weekly basis to respect the privacy of our guests and offer minimal intrusion, we are happy to offer this service to you at a minimal fee. If we did not communicate this properly at check-in, please accept our apologies. Thank you for your feedback, and we hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommod... read more