Extended Stay America - Oakland - Alameda Airport

Business response:

Dear Guest, We’re very sorry that your visit did not meet expectations and that the overall condition of our facility left you disappointed. We understand how frustrating it can be when accommodations feel dated or not well-maintained, and we regret the impression this created during your time with us. Your feedback has been shared with our leadership team as we continue to review areas that need attention and improvement. We also apologize for the uncomfortable environment you described, as guest comfort remains a priority.... read more

Business response:

Dear Guest, Thank you for taking the time to share your input. We’re disappointed to learn that the condition of the room did not reflect our standards, as cleanliness and comfort are at the core of what we do. We understand how issues like odor and appearance can affect your overall impression, and we appreciate you bringing this to our attention. Your comments are helpful as we continue working to reinforce consistency and elevate future stays. We hope you’ll consider giving us another opportunity in the future to provide ... read more

Business response:

Dear Guest, Thank you for taking the time to share your feedback. We appreciate you bringing these concerns to our attention, as they offer helpful insight into your experience. We understand how timing can impact the availability of our complimentary grab-and-go breakfast. We also recognize how unmet requests can be disappointing during a stay. Your comments are valuable as we continue reviewing ways to ensure service consistency and enhance guest comfort. We hope you will consider returning in the future, allowing us the o... read more

Business response:

Dear Guest, We are sorry if we missed out on any essential opportunities to make your stay a seamless, memorable one you deserve. Please accept our sincere apologies for any issues you experienced. We hope you will consider giving us another chance to provide you with a much-improved stay. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for bringing this matter to our attention. We regret that your stay was impacted and that this caused concern and discomfort, and we sincerely apologize for the inconvenience. Guest comfort and well-being are taken very seriously, and situations like this are reviewed promptly with the appropriate teams. We maintain strict cleanliness practices and comprehensive pest-prevention measures to uphold a high standard of care, and we will address your comments. We appreciate you sharing your experience, as it... read more

Business response:

Dear Guest, Thank you for sharing your feedback regarding your recent stay. We understand your concern about the incidental fee and regret that it impacted your impression of your visit. While this policy helps ensure a safe and comfortable environment for all guests, we truly value your perspective and have taken note of your comments. Your input is important to us, and we hope to have the opportunity to provide a more seamless and enjoyable experience during a future stay. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for bringing this matter to our attention. We understand how unsettling this situation must have been, and we were sorry to read that your stay was impacted in this way. We follow the most rigorous industry standards for the cleanliness and pest control of our rooms, but the room you occupied will be professionally inspected and treated as a precaution. We appreciate you bringing this to our attention, and we hope to provide a far more reassuring visit in the future. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for sharing your detailed feedback. We regret the discomfort caused by the lingering smoke in the hallways and guest rooms, as well as the bedding that did not meet your expectations. We also understand the frustration you experienced in obtaining kitchen items and the delayed assistance from our front desk team. These situations do not reflect our usual standards, and your comments have been shared with the appropriate teams to enhance the overall guest experience. We appreciate your insights and hope ... read more

Business response:

Dear Guest, Thank you for staying with us and for sharing your comments. We were sorry to read about the concerns you encountered during your visit. While this is not the impression we want to give our guests, we appreciate your feedback and will share it with our team to prevent similar situations in the future. We remain committed to providing a more welcoming and reliable stay, and we hope you will consider giving us another opportunity to offer an experience that feels much more comfortable. Sincerely, Hotel Management