Extended Stay America - Los Angeles - Ontario Airport

Business response:

Dear Guest,We’re sorry to hear that your experience didn’t meet expectations. A fresh and welcoming environment is something every guest deserves, and we regret that your visit was affected by these concerns. We understand how frustrating this can be and take these matters seriously. Rest assured that your comments will be addressed with the team to prevent this from happening again. We appreciate the feedback and the opportunity to improve. We hope to have the chance to welcome you back so we can provide you with the flawle... read more

Business response:

Dear Guest,We’re sorry your experience didn’t reflect the standards we aim to provide. The issues you mentioned are concerning, and we regret that we missed the mark in this case. We will share your comments with our team so they can take the necessary steps to address these concerns and ensure a better experience for future guests. We appreciate your feedback and the chance to improve. We hope you will give us another chance to provide you with the hospitality we are known for on your next visit to the area.Sincerely,Hotel ... read more

Business response:

Dear Guest, We are disappointed about your experience at our hotel. This is not the impression we like our guests to leave with. What you described is unacceptable, and we will address this appropriately. Our front desk team is always here to help you. Please consider this an isolated incident and return for another stay. We would love the opportunity to provide you with the hospitality you should have experienced on this visit. Sincerely,Hotel Management 

Business response:

Dear Guest, We sincerely apologize that the bed did not meet your expectations during your stay. We understand the importance of a comfortable and restful environment and sincerely regret any discomfort you experience. Your comments have been noted, and we are reviewing our furnishings to ensure they align with the comfort standards we strive to provide. We value your input as it helps guide our ongoing efforts to improve. We hope you will consider giving us another opportunity to offer a more comfortable and enjoyable exper... read more

Business response:

Dear Guest,We sincerely apologize that your stay did not meet expectations. Providing a clean and well-maintained environment is a priority, and we regret that this was not the experience you had. Your concerns regarding the property's condition are being taken seriously, and we will be addressing them with our team to ensure necessary improvements are made. Guest feedback is invaluable in helping us enhance our accommodations, and we appreciate you bringing these matters to our attention. We hope to have the chance to welco... read more

Business response:

Dear Guest,We sincerely apologize for the frustration of arriving late and finding your room unavailable. We understand how exhausting travel can be, and this is not the experience we want for our guests. While late arrivals can sometimes present challenges, we recognize the importance of ensuring accommodations are honored as expected. Your feedback is valuable, and we will continue working on improving our processes to prevent situations like this in the future. Please accept our apologies, and we hope you will give us ano... read more

Business response:

Dear Marlene,We’re glad our team made a positive impression with their helpful and welcoming approach. However, we regret that the condition of the property did not meet your expectations. We understand how important a comfortable and well-maintained room is, and we apologize for the worn furnishings and the mattress discomfort. Your comments are valuable as we continuously work to improve our facilities. We do hope you will stay with us another time so we can provide you with a much more satisfying experience.Sincerely,Hote... read more