Extended Stay America - Norco

Business response:

Dear Alyssa, Thank you for sharing your feedback. We sincerely apologize for the issues you encountered during your stay, particularly the presence of insects and the noise disturbances. These concerns are unacceptable, and we deeply regret the discomfort caused. We have shared your comments with our team to address these issues promptly and improve the guest experience. We truly value your feedback and hope you will consider giving us another opportunity to provide a better, more comfortable stay in the future.Sincerely,Hot... read more

Business response:

Dear Guest, Thank you for sharing your feedback. We sincerely apologize for the unpleasant experience you had with the first room and the delay in receiving assistance from the front desk. We understand how important it is to have a comfortable environment, and we are addressing the issues you have mentioned with our team to ensure they are resolved. We appreciate your understanding and are committed to improving our service. We hope you will give us another opportunity to provide a better experience in the future.Sincerely,... read more

Business response:

Dear Jasmin,Thank you for bringing these concerns to our attention. We apologize for the oversight in-room preparation, including the unmade bed, lack of towels, and the bathroom not being adequately serviced. This does not reflect our commitment to providing a comfortable and welcoming environment, and we regret any inconvenience this caused. Your feedback has been shared with our housekeeping team to ensure such issues are addressed immediately. We appreciate your comments, as they help us improve, and we hope you will con... read more

Business response:

Dear Kayla, We sincerely apologize for the condition of your room—it's clear we missed the mark, and this is not the experience we want our guests to have. The issues you mentioned, including cleanliness, missing items, and maintenance concerns, are unacceptable, and we will address them with our housekeeping and maintenance teams immediately. Please know that your comfort is our priority, and we are grateful you brought this to our attention. We do appreciate your observations and concerns, and we have taken note of both. W... read more

Business response:

Dear Jessica,Thank you for sharing your feedback. We are genuinely sorry to hear about your disappointing experience. It is our goal to provide every guest with a comfortable and enjoyable stay, and we regret that we fell short in your case. Your concerns are important to us, and we would appreciate any further details you can provide to help us improve our services. We hope to have the opportunity to welcome you back in the future and provide you with a much-improved experience.Sincerely,Hotel Management 

Business response:

Dear Jessica, Thank you for your feedback. We sincerely apologize for the experience you had with our front desk staff. We understand that interactions with our team are vital to your overall stay, and it is disappointing to hear that we fell short. Your comments will be addressed with our team to ensure we improve our service quality. We appreciate your input and hope you might consider giving us another chance to provide a more positive experience in the future.Sincerely,Hotel Management 

Business response:

Thank you for your feedback, Jessica. We are truly sorry about your experience with our front desk staff. We understand that first impressions are crucial, and we regret not meeting your expectations in this area. Your concerns are important to us, and we will address them with our team to ensure improvements. We appreciate your input and hope you will consider giving us another opportunity to provide you with a more positive experience.Sincerely,Hotel Management 

Business response:

Dear Matt,Thank you for bringing these concerns to our attention. We apologize sincerely for the discomfort you experienced with the disturbance and the condition of your sheets. This falls far short of the cleanliness and security standards we aim to provide. Please know that we are reviewing our procedures with housekeeping and security to ensure all our guests feel comfortable and safe. We truly value your feedback, as it helps us improve our services, and we hope you might consider giving us another chance to provide a f... read more

Business response:

Dear Jessica, Thank you for sharing your feedback with us. We apologize for any inconsistency you experienced with our staff during your stay. Providing attentive and welcoming service is very important to us, and we regret that we fell short during your visit. Please know that we are addressing this internally to ensure a better experience in the future. We hope to have the opportunity to welcome you back for a more positive stay.Sincerely,Hotel Management