Extended Stay America - Phoenix - Scottsdale

Business response:

Lucy, we are disappointed reading you didn’t have an excellent stay with us. Kindly accept our apologies for the cleanliness issue you encountered in your room. Your feedback is discussed with the concerned team in an effort to take the necessary remedial action and ensure our future guest don’t experience the same. Please consider a return visit to our hotel so that we can provide you with a better stay on a future date. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your recent stay. We apologize for the internet connectivity issues you experienced during your stay. We understand the importance of consistent internet service for our guests, so whenever we are alerted to connectivity issues we immediately work to identify and fix the issue. Please know, our housekeeping is done on a weekly basis to respect the privacy of our guests, but we are happy to offer this service to you at a minimal fee. We understand your frustration and hope you will give us... read more

Business response:

Thank you for evaluating your experience at our hotel. We apologize for the issues in your room. Your feedback has been discussed with the concerned team to ensure we inspect all our rooms thoroughly before allotting to our future guests. Kindly note, to ensure cleanliness of kitchenware upon check-in, brand standards require us to keep dishware at the front desk. Please consider giving us another chance to provide you with a much better stay. Sincerely, Hotel Management 

Business response:

Don, Although we make every effort to be perfect, sometimes we fall short. We apologize for the housekeeping issue and for the delay you experienced at the time check-in. Your feedback is shared with the concerned teams in an effort to improve our service levels going ahead. We hope you’ll give us a chance to earn your highest marks in the near future. Sincerely, Hotel Management 

Business response:

Thank you for being our guest and for taking the time to leave feedback. We are sorry that you had an unpleasant experience and apologize for the maintenance issue in your room. Our goal is to get everything repaired and in working order, once we are made aware of an issue, so we thank you for letting us know. Additionally, we apologize for the misunderstanding regarding your bill. We're sorry our team did not provide you with a clear explanation of the charges during the check-in process. We do require a credit card or debi... read more

Business response:

Luis, thank you for your review. We're sorry our hotel did not meet all your expectations. We agree there are areas within the hotel which are beginning to show their age. We will share your feedback with the people in our organization who are responsible for formulating plans for future renovations. We're also working with our housekeeping team in an effort to remove the smell from our property. Please consider staying with us again for a much-improved experience the next time your travels bring you this way. Sincerely, Ho... read more

Business response:

Carmen, we are sorry our room was not to your expectation and for the unpleasant stay you had with us. Your feedback will be shared with the appropriate individual to improve our future guests’ experiences. Please visit us again 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 being our guest and for taking time to leave feedback. We are sorry for the issues you had with your bill and the inconvenience it caused. We want all of our guests to have a comfortable and stress-free stay, and we apologize for the mix up. Our front-desk team is always available to help you, so please feel free to reach out to them for any queries that you may have. We hope the positive aspects of your visit will encourage you to choose us again in the future. Hotel Management 

Business response:

We are very sorry we failed to deliver the exceptional stay you deserved. Please accept our apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. We hope you will return so we can make it up to you. Sincerely, Hotel Management