Extended Stay America - Memphis - Airport

Business response:

Toni, we are sorry the unpleasant experience you had and truly regret as your son’s birthday was spoiled. Please know, our in-room amenities and kitchenware are kept at the front desk and are complimentary, we are sorry if this policy was not explained to you upon arrival. Also, your comments will be shared with the team, and we will take the appropriate steps to prevent these issues from happening again. We hope you will allow us the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We are disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

Howdy, thank you for staying at our hotel. We are very sorry for the odor issues you encountered in your room and that you were unaware of our housekeeping policy. To respect the privacy of our guests staying for long periods of time, our housekeeping service is conducted on a weekly basis, although we are always happy to provide you this service at your request for a minimal fee. Once more, we do apologize and hope you will afford us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Thank you for sharing your experience. We are truly sorry for the cleanliness issue you experienced in your room and regret the inconvenience it caused. Our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future infestation. Please visit us again so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We are disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

A well-maintained room sets up the tone for an excellent stay, but we apologize for the housekeeping issue you encountered while you were here. Your feedback regarding cleanliness is shared with the concerned team to ensure that the remedial steps are taken immediately to ensure such problem isn’t repeated going forward. Please give us another chance to accommodate you so we can deliver you with a better stay. Sincerely, Hotel Management 

Business response:

We sincerely apologize for the cleanliness issue you experienced during your stay. Although we have regular pest control service in our hotel, we are sorry for the roaches in your room. We are working with our pest control provider to ensure procedures are being followed to prevent future infestation. Counting on your kind generosity to accept our apology, we hope you will consider returning to our hotel on your next visit to this area. Sincerely, Hotel Management 

Business response:

Ali, thank you for your review. Please accept our apologies for the mix-up which you had with the reservation and for the inconvenience you had due to it. We assure you that we’re reviewing this situation to see what went wrong and, we're taking extra care to avoid this in the future. We hope you will give us a chance to redeem ourselves the next time you are in this area. Sincerely, Hotel Management 

Business response:

Thank you for choosing to stay at our hotel. Your experience is not representative of our usual performance, and we regret falling short of your expectations. We hope you will consider staying with us again as we would love to provide you with an excellent experience. Sincerely, Hotel Management