Extended Stay America - Los Angeles - Valencia

Business response:

Dear Guest, We’re very sorry to hear about your experience and regret that your stay did not provide the level of rest and comfort you expected. It is concerning to learn that the condition and cleanliness of the room, along with disturbances from noise and in-room features, affected your ability to feel at ease overnight. We also understand how concerns related to safety and the lack of basic kitchen items would add to an overall unsettling impression. These matters fall short of the experience we aim to provide, and your c... read more

Business response:

Dear Guest, Thank you for taking the time to share details from your recent stay. We understand how unexpected disturbances and late-night interruptions can affect rest and overall comfort, and we regret that your experience did not allow you the sense of ease you deserved. Our team remains focused on maintaining a calm, secure environment and carefully reviews situations such as this to strengthen our coordination with on-site systems. Your perspective is important and helps guide ongoing efforts to improve consistency for ... read more

Business response:

Dear Guest, Thank you for sharing your experience with us. We sincerely apologize that the accommodations did not meet your expectations and understand how important it is to have a comfortable and well-maintained space, especially when traveling with an infant. While some aspects of upkeep and renovation take time to address, your feedback has been shared with our team to help guide ongoing improvements and maintenance efforts. We regret the inconvenience this caused during your stay and appreciate you bringing these matter... read more

Business response:

Dear Guest, We’re sorry to learn that thestayarranged through your company did not meet reasonable expectations and created an uncomfortable situation with your client. We regret that the room condition did not align with what was anticipated based on the listing, and that housekeeping requests made in advance were not fulfilled during the visit. These are important aspects of guest comfort and reliability, particularly for business-related stays where service consistency matters, and we regret falling short. Your feedback h... read more

Business response:

Dear Guest, Thank you for taking the time to share your impression. We value all feedback, as it helps us better understand how our guests experience their stay. Providing a comfortable and welcoming environment is always our priority, and we continually review our standards to ensure they align with guest expectations. Your comment has been noted and will be used as part of our ongoing efforts to enhance overall quality and consistency. We appreciate you bringing this to our attention and hope you will consider staying with... read more

Business response:

Dear Guest, Thank you for sharing your experience, and we’re truly sorry to hear how disappointing your stay felt, especially given how frequently you travel and your prior positive experiences elsewhere. We understand how frustrating it can be to encounter an environment that feels tired or uncomfortable, and how unresolved requests—such as the missing in-room item you reported—can add to that frustration. While there are limitations to what can be addressed immediately, we regret that follow-up did not occur as expected. P... read more

Business response:

Dear Guest, Please accept our apologies for any disappointment you felt during your stay. Providing well-kept and functional accommodations to every one of our guests is always our top priority and is something we pride ourselves on. Therefore, we are genuinely sorry to learn that this was not your experience, and we understand your frustration regarding the various issues you described. Relevant departments will be made aware of these issues so that they can be promptly addressed. We do hope to have the opportunity to regai... read more

Business response:

Dear Guest, Thank you for taking the time to share your feedback with us. We appreciate you acknowledging our team's efforts, and we understand how frustrating it can be when aspects of a room do not meet expectations. We always want our guests to receive immaculate and seamless accommodations, and your comments highlight areas that deserve closer attention. Please know we are reinforcing our standards with our team to ensure these details are consistently addressed. Guest comfort remains central to our focus, and input like... read more

Business response:

Dear Guest, We’re concerned to learn that your room did not reflect the level of cleanliness and comfort we aim to provide, as this is a core priority for our team. Your comments will be reviewed internally so appropriate action can be taken to prevent future occurrences. We conduct regular pest control measures and follow a strict level of housekeeping and maintenance, but we regret falling short during this visit. We remain committed to improving the experience we provide and upholding our standards. We hope you’ll conside... read more