Extended Stay America - Los Angeles - Ontario Airport

Business response:

We are very sorry we failed to deliver the exceptional stay you deserved. Please accept our apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. We hope you will return so we can make it up to you. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for taking the time to write a review of your experience with us. We take these matters very seriously and appreciate you bringing this to our attention. Unfortunately, financial inquiries on reservations made through a third party, prepaid booking site, must be made through them, and we suggest you contact them directly to get this concern resolved. If you did not make your reservation through us directly, we would like to learn more details about your reservation experience so we can take the necessar... read more

Business response:

Ralph, we are disheartened to read your review. Please accept our sincere apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. Our team's first priority is making sure that every guest has a comfortable and relaxing stay, and this time we really missed the mark. Your feedback has been shared with every department involved. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to give us your feedback on your stay at our hotel. 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. Once more, we do apologize. We hope you will afford us an opportunity t... read more

Business response:

Hello, Can you please let me know what your name is, so that i may look up your reservation? 

Business response:

We apologize for the service and cleanliness issues you encountered during your stay. We are working with our housekeeping team to see where we failed and to ensure that it does not happen again. We take the cleanliness of our rooms very seriously and what you encountered is not a normal occurrence here. However, we realize that even one time is too many, and we sincerely hope you will give us a chance to welcome you again in the future so we can provide you with a better stay. Sincerely, Hotel Management 

Business response:

Linda, thank you for reviewing your stay. We are sorry for the noise issue you encountered and regret you were unaware of our kitchenware policy. Please know, to ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk, and our team gladly delivers them to your suite. We wish we would have known about the noise problem as we would have done our best to ensure you are comfortable. We hope you will consider a future stay as we would welcome the opportunity to r... read more

Business response:

Thank you for being our guest. 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. Please revisit us so we can restore your faith in our hotel and provide you with the hospitality you should always expect ... read more

Business response:

Please accept our apologies for the issues you experienced and our lack of responsiveness. Your comments will be shared with our team to prevent such shortcomings in the future. We appreciate your feedback and hope you will give us another opportunity to provide you with the outstanding service you should always expect from us. Sincerely, Hotel Management