Extended Stay America - Orange County - John Wayne Airport

Business response:

We understand your predicament and hope you will accept our most sincere apologies for failing to meet the high standards you should always expect from us. We are responsible for ensuring our suites are cleaned, well-maintained, and inspected before allocating them to our guests. Therefore, we are sorry for the oversights in preparing our suite. Although this does not change what transpired, we are working to address the problems you described and ensure such matters do not affect future guests. We are wholly committed to re... read more

Business response:

Dear TROY, Please accept our apologies for failing to meet your expectations. We always want our guests to enjoy seamless service and exceptional accommodations. Therefore, we regret the various issues which impacted your experience. We will review your concerns to see what went wrong and ensure we continually meet the high standards our guests should always expect from us. We hope you will allow us the opportunity to host you again and redeem your confidence in our hotel.Sincerely,Hotel Management 

Business response:

Dear SARAH, Thank you for being our guest and for your valuable feedback. Please accept our apologies for your experience at our hotel. Our goal is to provide every guest with an exceptional stay, and we are sorry this was not your experience. Your feedback is shared with our housekeeping team to review the room and address it adequately. We hope you will give us another chance to provide you with the hospitality you deserve. Sincerely,Hotel Management 

Business response:

Dear Manuel, Thank you for staying with us and sharing your concerns. Our goal is to deliver an exceptional experience for our guests, and our housekeeping team works hard to provide a clean and comfortable environment. However, we apologize for falling short and regret that this issue compromised your stay. We hope you will give us another opportunity so we can leave you with a much better impression on your next visit. We hope you will allow us to make it up to you on a future visit.Sincerely,Hotel Management 

Business response:

Dear CHRISTOPHER, We are sorry your stay with us was anything other than perfect, and we wish we could have had the opportunity to address your concerns while you were still here. Nothing is more important than ensuring our guests have a comfortable and relaxing stay, so we are sorry you had to cancel with us. We hope you will consider staying with us again so we can provide you with the seamless stay you deserve.Sincerely,Hotel Management 

Business response:

Dear Guest, Thank you for staying with us and reviewing your experience. Please accept our apologies, as we never mean to disappoint our guests in any way. We can assure you that what you experienced is unacceptable by our standards. We will take the proper action as we are committed to providing every guest with an exceptional experience. Thank you again for your candid feedback, as this helps us to improve the experience for future guests. We hope you will allow us to provide you with the flawless stay you deserve on a fut... read more

Business response:

Dear Terry, Thank you for taking the time to share feedback about your recent stay. We are disappointed to learn of the issues you experienced, so we apologize for not meeting your expectations or our high standards. Your comments have helped us identify areas where we may need additional attention, and we will take any necessary action. We also regret the dog barking and the frustration this caused. If this happens in the future, please let our front desk know, as we do have a pet policy so our guests are not disturbed. We ... read more