Extended Stay America - Pensacola - University Mall

Business response:

Thank you for being our guest. We apologize for the smell of smoke you experienced during your stay. We have strict policies where we prohibit smoking in some areas, so we appreciate you bringing this to our attention so we can address it appropriately.We value your feedback and hope you will visit us again in the future. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel. We are sorry for the discomfort you had with the mattress and regret your room was not serviced properly. We only wish we had known about these problems as we would have done our best to ensure you were comfortable. We value your business and hope you will consider staying with us again. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel. We are sorry our room was not to your expectations and regret the inconvenience caused. We will share your feedback with the people in our organization who are responsible for formulating plans for future renovations. Please revisit us so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Thank you for your review. We are sorry you were disappointed with your visit due to your front desk experience. We truly take pride in our guest service and the feedback we receive, good or bad, helps us to improve our services going forward. We will also share your concerns regarding the bed with the appropriate individual so that they can take the necessary steps to make our future guests experience a better one. We do appreciate your observations and concerns, and we have taken note of both. We hope you will consider giv... read more

Business response:

Thank you for your recent stay with us. We were sorry to read in your review that we fell short with our housekeeping services. We have inspection processes that we may have missed; please accept our apologies for our failure in this area. We have shared your comments with our housekeeping team, and they are working diligently to make sure that we do not repeat these service issues in the future. Also, we have alerted our maintenance team about the shower, and they will check the water temperature. We hope you will consider ... read more

Business response:

Thank you for your recent review of your stay. We apologize for your disappointment with your recent stay at our hotel. Since we are an extended stay property, we provide housekeeping services to guests who stay eight or more nights; however, these services are always available upon request for an additional fee. We also offer a complimentary linen exchange service at the front desk. In response to your feedback, we will be coaching our front desk staff to ensure we are clearly communicating our services and amenities during... read more

Business response:

Thank you for the feedback. We apologize and regret the inconvenience you encountered in your room. Your feedback is of utmost importance so it has been discussed with our housekeeping and maintenance department in an effort to improve our service levels moving forward. Kindly note, as per our brand standard requirements, we keep the kitchenware at the front desk rather than leaving them in the rooms. We will be sure our front desk communicates this more clearly going forward. Please give us another chance to make it up to y... read more

Business response:

Mike, thank you for staying at our hotel. We apologize for the cleanliness issue you encountered and regret the disappointing visit you had. You are absolutely correct to expect a clean, well-maintained property as your home away from home when traveling, and we are sorry for failing to provide that for you. We are taking steps to ensure every detail from the first impression at check-in to final check-out will focus on exceptional customer service and impeccable attention to detail in all areas of our property. We are very ... read more

Business response:

Thank you for taking the time to review our hotel. We apologize that your non-smoking room had a smoke odor and regret it compromised your stay. We would have loved the opportunity to resolve this issue while you were here and would have moved you to another room upon request. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management