Extended Stay America - New York City - LaGuardia Airport

Business response:

Thank you for choosing Extended Stay Hotels and for taking the time to provide feedback about your experience. We use feedback, such as yours, to continuously make changes to our brand to improve our guest’s experience. I would like to start by apologizing to you for not meeting your expectations. We strive to provide all our guests with a comfortable, “home away from home” experience. I am sorry we failed at that mission. We will take your comments and coach our team to provide better service in the future. 

Business response:

Thank you for being our guest. We sincerely apologize for your disappointment with your stay with us. Please feel free to get in touch with our front desk for your billing concerns, as they will be happy to assist you further. We hope you will stay with us on another occasion so we can provide you with a much better experience. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations. We have taken note of your comments as we are always looking for ways to improve our future guest experience. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

Gabriela, thank you for being our guest. We are sorry our hotel did not have the shuttle service you were expecting and for the cleanliness issues you encountered. Your feedback has been discussed with our housekeeping team, and we have asked them to be more diligent going forward. Please revisit us so we can make it up to you. Sincerely, Hotel Management 

Business response:

Thank you for your comments. We are sorry for the disappointing stay you had and regret you did not like our in-room amenities. Please know, our suites are designed for guests staying multiple nights desiring home-like living, these guests often bring their own bath amenities such as hairdryers and toiletries. These items are available and complimentary at the front desk at any time. Kitchenware for your suite is also available and kept at the front desk to ensure cleanliness, and our team gladly delivers these items to your... read more

Business response:

Thank you for your recent stay with us. We were sorry to read in your review that we fell short with our housekeeping services. We have shared your comments with our housekeeping team, and they are working diligently to make sure that we do not repeat these service issues in the future. We hope you will consider a return visit to our hotel so that we can provide you with a much better stay. Sincerely, Hotel Management 

Business response:

Wendy, thank you for your review. We apologize for the odor you experienced while you were here and for the cleanliness issues you encountered in your room. We take these concerns seriously and place great emphasis on maintaining a clean and healthy environment for all of our guests. Your feedback has been relayed to our housekeeping team, and we will make sure steps are taken so this doesn't happen again. Please consider giving us another opportunity to provide you with the exceptional experience you deserve. Sincerely, Hot... read more

Business response:

Josue, thank you for choosing our hotel for your stay. We were 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