Extended Stay America - Pensacola - University Mall

Business response:

Dear Maurice,Thank you for being our guest and for taking the time to review your experience at Extended Stay America. It's so nice to know you found your suite comfortable and that you were pleased with the exceptional service from our staff. We work hard to provide high levels of service, so we will share your compliments with our team to let them know their efforts are appreciated.Thank you for choosing our hotel, and we look forward to welcoming you back soon!Sincerely,Hotel Management 

Business response:

Dear Ramie,On behalf of our team, we appreciate you staying with us and providing a review. Our team is committed to providing clean, comfortable, and well-maintained suites for our guests; therefore, we sincerely apologize this was not your experience. Please know we will share your feedback with our entire team to ensure this is not repeated.Thank you for your valuable comments, and we would welcome the opportunity to have you back soon.Sincerely,Hotel Management 

Business response:

Dear Colette,Thank you for posting your kind review of Extended Stay America. Our goal is to provide an exceptional experience for each of our guests, so it is a pleasure to read about the outstanding hospitality you received from our staff. They will be pleased to hear their efforts are noticed and appreciated by our guests.We hope you will stay with us again the next time you visit Pensacola.Sincerely,Hotel Management 

Business response:

Dear Katie,Thank you for staying with us and providing your feedback. We certainly apologize that your experience was not up to our hotel's high standards. Our housekeeping services are provided to guests staying eight or more nights, respecting their privacy of home-like living. However, these services are always available upon request for a minimal fee. We also offer a complimentary linen exchange service at the front desk as often as you like. Your feedback is essential to us and has been shared with our front desk staff ... read more

Business response:

Dear Jaymar,We are sorry you encountered issues with our housekeeping during your stay. It is very unusual for our front desk team to be unresponsive to a guest's needs when made aware of an issue, and typically our housekeeping staff works hard to deliver outstanding service. Therefore, we sincerely apologize this was not the case during your recent stay. We have shared your feedback with our associates and will use this as an opportunity to improve our service delivery.Thank you for sharing your feedback; we hope you will ... read more

Business response:

Dear Santiago,Thank you for your recent stay and for taking the time to post your review online. We always appreciate hearing from our guests. We apologize for anything other than a spotless guest suite and the housekeeping service issues you experienced. This does not meet our standards, and we want to thank you for bringing this to our attention. Our goal is to match our great location with exceptional customer care, and we will continue to work hard to do just that. We hope you will stay with us again when your travels br... read more