Extended Stay America - Memphis - Airport

Business response:

It was disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. We can assure you that what you experienced is not acceptable by our standards, and we will be reviewing and altering our guidelines to provide a more wonderful experience for every guest entering our doors. We hope to have the opportunity to redeem ourselves on a future date. Sincerely, General Manager 

Business response:

I would like to apologize for the disappointing aspects of your stay. We have taken notes of your observations regarding the need to update, and we are currently having the same conversation with our Brand leaders. In the meantime, we are committed to keeping our facilities clean and comfortable, so we apologize for what transpired. The dishes for use in the guest suite are kept at the front desk to ensure cleanliness.We have shared your comments with our team to ensure clear communications at check-in.We regret this unfortu... read more

Business response:

Lee, thank you for staying at our hotel. I apologize for the inconvenience you had with the HVAC unit in your room and regret this was not resolved. We have taken your feedback as a training tool to improve our future guest experiences. I truly hope this unfortunate situation will not prevent you from staying with us in the future and you will give us another opportunity to make your next stay worthwhile. Sincerely, General Manager 

Business response:

I am very sorry we failed to deliver the exceptional stay you deserved. Everything we do is aimed at providing you with a better hotel experience. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, General Manager 

Business response:

Blaine, I regret the confusion that occurred pertaining to allotment of your room. I cannot apologize enough for the unpleasant incident that took place. I have already addressed your feedback with the front desk team to ensure it is not repeated again. We're sorry once again, and hope you will consider giving us another opportunity so that we can make it up to you. Sincerely, General Manager 

Business response:

Ruby, on behalf of our entire team, we would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. Please consider giving us a second chance in the future, so we can provide you with the superior hospitality you should always expect from us. Sincerely, General Manager 

Business response:

Scott, please accept our sincere apologies for not living up to your expectations. We strive to provide wonderful hospitality to all of our guests, but we obviously let you down. Your feedback is of utmost value to us, and we will use it as a training tool to improve our performance moving forward. We deeply regret the inconvenience caused, and please consider giving us a second chance in the future. Sincerely, General Manager 

Business response:

Lisa, thank you for your review. Please accept my apology for not meeting your expectations. Please know to ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites. Your feedback is appreciated, and we will remind our front desk to communicate this more clearly going forward. We hope you will consider us again the next time you are in this area. Sincerely, General Manager 

Business response:

I am very sorry we failed to deliver the exceptional stay you deserved. We never want our guests to leave unhappy. We apologize for not being at our best while you were with us and hope you will give us an opportunity to restore a favorable impression the next time you are in this area. Sincerely, General Manager