Extended Stay America - Los Angeles - Ontario Airport

Business response:

Dear Virgilio, Thank you for the review. Thoughtful and attentive service is a top priority, so we apologize for the concerns you experienced. Please know that this will be addressed, and we are grateful for your feedback. We appreciate your business and hope to have the opportunity to give you the excellent service you deserve on a future visit.Sincerely,Hotel Management 

Business response:

Dear María, We deeply regret the cleanliness issues you encountered during your stay. This is certainly not the experience we aim to provide. Your feedback is very concerning, and we will take immediate steps to share this with our team. We apologize for any distress caused and appreciate you bringing this to our attention. Thank you for being our guest. We look forward to your next visit.Sincerely,Hotel Management 

Business response:

Dear Elvira, Thank you for your recent stay and for posting your review. Our staff strives to ensure an exceptional experience for each guest; therefore, we want to extend our sincerest apologies for not meeting these expectations. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel.Sincerely,Hotel Management 

Business response:

Dear Gilbert, We sincerely apologize for the unpleasant experience you had with your room. It is our priority to provide a clean and comfortable environment, and we regret that we fell short. We understand your frustration with the refund process. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed. Thank you for bringing this to our attention.Sincerely, Hotel Management 

Business response:

Dear Erica, Thank you for sharing your feedback. We regret to hear about the cleanliness issues you encountered during your stay. Your experience does not reflect the standards we aim to uphold. Please accept our sincere apologies for the inconvenience caused by the condition of your rooms. On a positive note, we're pleased that our team was welcoming and helpful. Your comments have been shared with the appropriate departments to ensure improvements are made. We hope to have the opportunity to provide you with a more pleasan... read more

Business response:

Dear Guest, Thank you for taking the time to share about your visit. We apologize for any disappointment you experienced with some aspects of your stay. Our standards are high, not only in service but also in maintaining the overall look and feel of our hotel, and we will address these issues with the appropriate individuals. We want an opportunity to show you the hospitality for which we are known, and we hope you will return the next time your travels bring you this way.Sincerely,Hotel Management