Extended Stay America - Orange County - Lake Forest

Business response:

Dear Ricardo, We sincerely apologize for the issues you encountered during your stay. We understand how frustrating it must have been to not receive the room you reserved and to experience cleanliness concerns. Your feedback is important, and we are actively working to improve housekeeping efficiency and overall property upkeep. We regret any inconvenience caused by staffing challenges and odors within the hotel. Providing a comfortable and well-maintained environment is our priority, and your comments will be shared with th... read more

Business response:

Dear Wendell, We sincerely apologize for not meeting your expectations of clean and well-kept accommodations during your stay. The housekeeping issues you outlined are neither the standard we strive to deliver nor the image of our hotel we strive to portray. Your feedback is invaluable, and we will address this matter with relevant teams to ensure that such lapses in service do not occur. Please know since we are an extended stay property, we provide housekeeping services to guests on a bi-weekly basis; however, these servic... read more

Business response:

Dear Cyril, Thank you for taking the time to review your stay with us. We are disappointed to hear about the cleanliness and service concerns you encountered, and we will address this immediately. Our staff's top priority is to provide a clean environment with exceptional service for our guests; therefore, we are genuinely sorry for not meeting these expectations during your stay. We are committed to providing each guest with a seamless, outstanding stay, so we hope you will revisit so we can show you the visit you deserve. ... read more

Business response:

Dear Kelley,Thank you for sharing your feedback. It is disappointing to hear that your experience did not meet expectations. Guest satisfaction is a priority, and any concerns are taken seriously. If there are specific aspects that could have improved your stay, your insights would be greatly appreciated. Your feedback helps in making necessary improvements to provide a better experience in the future.Sincerely,Hotel Management 

Business response:

Dear Guest,Thank you for sharing your experience. Guest comfort and a well-maintained environment are always priorities, and it’s unfortunate to hear that your stay did not meet expectations. Concerns like these are taken seriously, and feedback helps guide improvements. It’s regrettable that this visit was not satisfactory, and the opportunity to provide a better experience in the future would be valued.Sincerely,Hotel Management