Extended Stay America - Orange County - John Wayne Airport

Business response:

Dear Guest, Thank you for your comments about your recent stay. We are very disappointed that we did not meet your expectations. We would have welcomed the opportunity to address your concerns while you were still here, and we hope we will have another chance to provide you with the excellent service and accommodations that you should have experienced on this visit. Sincerely, Hotel Management 

Business response:

Dear Guest, On behalf of our entire team, please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially regarding the cleanliness of our hotel, which is an essential priority. We will address this matter with our housekeeping associates to ensure this does not happen again. On a positive note, we are delighted to hear that our team provided you with excellent service. We hope you will consider giving us another opportunity to host you in the future and to... read more

Business response:

Dear Guest, We’re very sorry that the condition of the bathroom did not meet expectations upon arrival, particularly the incomplete servicing and leftover items, as this should not have occurred and understandably caused frustration. We also regret the inconvenience caused by the missing amenities, which further affected your comfort during the stay. Additionally, we’re disappointed to learn that the assistance you received from the front desk did not feel supportive. These concerns have been noted and reviewed with the appr... read more

Business response:

Dear Guest, Thank you for taking the time to share this detailed feedback with us. We are very sorry to hear that your visit was affected by several concerns, including the unwelcome smell upon arrival, the condition of certain in-room features, and the overall comfort of the bedding. We also understand your disappointment with the breakfast options and the limited cookware choices available. We sincerely apologize for the inconvenience these issues caused, and we will review your comments with the appropriate teams to ensur... read more

Business response:

Dear Guest, Thank you for taking the time to share your feedback with us. We’re sorry the overall condition of the room did not meet your expectations. The dried paint drips, and the broken shower-head fixture should have been addressed before your arrival. We regret the inconvenience this caused and the oversight by our team. We also understand your frustration with the beds’ comfort. Your comments have been noted for review with the appropriate teams to ensure greater attention to room upkeep and maintenance moving forward... read more

Business response:

Dear Guest, Thank you for sharing feedback about your recent stay. We know that a fresh, clean hotel sets the tone for a wonderful stay; therefore, we sincerely regret that this was not your experience. Our hotel is committed to ensuring cleanliness for all guests, and we will ensure this is addressed appropriately. We hope you will return on your next visit to the area so we can show you our commitment to outstanding experiences. Sincerely, Hotel Management 

Business response:

Dear Guest, We sincerely apologize for the experience you had during your stay. A smooth check‑in process and a clean, properly assigned room are fundamental to the service we strive to provide, and we regret that this was not the case for you. Your feedback has been shared with our front desk and housekeeping teams to ensure immediate corrective action is taken. Your input helps us improve, and we hope to have the opportunity to restore your confidence in us with a much better experience. Sincerely, Hotel Management