Extended Stay America - Louisville - Dutchman

Business response:

Dear Trevor, please accept our apologies for your suite not being totally ready for occupancy when you checked into our hotel. We are sure this resulted from miscommunication between our Housekeeping and Front Office Departments. We are responsible for placing a suite in an out-of-order status when it does not meet our standards. Our team must have overlooked this, and we will look into the situation further. We hope this isolated incident will not keep you from returning to enjoy a great experience next time. Thank you for ... read more

Business response:

Thank you for taking the time to evaluate your stay. We regret not meeting your expectations and are sorry for the maintenance issues that inconvenienced you. We apologize for this, and rest assured, we will share your comments with our engineering team and make sure we prevent such reoccurrences. We also want to share with you that we are a non-smoking hotel, but on a rare occasion, we do have violators of this rule. We appreciate you bringing this to our attention so we can address it right away. We hope to have the opport... read more

Business response:

Thank you for taking the time to show us your concern. As your review is anonymous, we would appreciate additional information so that we may investigate your claims adequately and take appropriate action. At your earliest convenience, please reach out to us at the hotel. We hope to have the opportunity to resolve this to your satisfaction. Sincerely, Hotel Management 

Business response:

Tamika, thank you for posting a review of your recent stay. Please accept our apologies for your suite not being totally ready for occupancy when you checked into our hotel. We are sure this was a result of miscommunication between our housekeeping and front office departments since a suite should not be made available for occupancy until the cleaning process is complete and it has been inspected by a supervisor. We take great pride in the service, cleanliness, and maintenance of our hotel, and we hope this isolated incident... read more

Business response:

Bruce, thank you for taking the time to post your feedback. We work hard to provide a clean and comfortable environment; therefore, we regret that this issue compromised your experience. Your concern regarding the cleanliness and pest control issues has been discussed with the appropriate individuals to ensure this should not happen again. We were disappointed to hear that our hotel's amenities did not meet your expectations. Your remarks will help us continually improve our service and available amenities. We hope you will ... read more