Extended Stay America - Los Angeles - Valencia

Business response:

Dear Guest,Thank you for sharing your experience. We’re glad our team treated you kindly and was helpful during your visit. However, we’re sorry the condition of the room didn’t meet expectations. The concerns you mention are not the level of preparation we aim to provide, and we’ll be following up with our team to ensure better attention to these details moving forward. We appreciate your feedback and the opportunity to improve. We would like the opportunity to serve you better in the future and hope you will consider a ret... read more

Business response:

Dear Guest,Thank you for the generous review of Extended Stay America. It's always encouraging to know when our team makes a meaningful impression, and we're delighted that their efforts helped enhance your stay. Providing attentive and thoughtful service is something we care about, and we're grateful you took the time to recognize it. We loved having you as our guest, and we hope to see you in the near future.Sincerely,Hotel Management 

Business response:

Dear Guest,We sincerely apologize for any concerns regarding the cleanliness of the hallways. Maintaining a well-kept environment is important to us, and we will ensure our team addresses this issue. Your feedback is valuable, and we appreciate the opportunity to improve. We hope to have the chance to welcome you back so we can provide you with the flawless experience you deserve.Sincerely,Hotel Management 

Business response:

Dear Guest,Thank you for the fantastic review of Extended Stay America. We appreciate your kind words about Andrew’s customer service. It’s wonderful to know that his dedication and helpful nature made a positive impact on your experience. Providing attentive service is always our goal, and we’re glad he was able to assist you. Your feedback means a lot to us, and we hope to have the opportunity to welcome you back for another pleasant stay in the future.Sincerely,Hotel Management 

Business response:

Dear Vanessa,We appreciate your feedback and are sorry that the property's condition and unpleasant atmosphere impacted your stay. Maintaining a comfortable and welcoming environment is a priority, and we will revisit our approach to cleaning and upkeep to address these issues. Thank you for sharing your experience, as it helps us strive for better. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again.Sincerely,Hotel Management 

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