Extended Stay America - Rochester - Henrietta

Business response:

Thank you for your feedback and for being our guest. Normally our staff does a terrific job of responding to our guests’ needs, and in your case, that did not happen. Rest assured that we take these reviews seriously and then fine-tune procedures to help ensure we do not repeat mistakes. We truly hope you will give us another chance to prove that we are committed to providing outstanding guest service. Sincerely, Hotel Management 

Business response:

Dear Valued Guest, Thank you for your recent review of our hotel and for sharing your feedback. Please know our top priority is the safety and security of our guests and our employees. We are sorry you did not feel safe and for the smokers outside the front entrance. Our Security team is reliable and well trained, and we also work very closely with the local Police Department to keep all of our guests safe and secure during their stay. We appreciate your business and hope you will see this as the isolated incident it was and... read more

Business response:

Omar, we deeply regret that we failed to deliver the exceptional stay you deserved. We want to extend our sincerest apology and let you know that we will use your feedback to be more diligent going forward. We hope you will give us another chance so we can make it up to you. Sincerely, Hotel Management 

Business response:

Thank you for letting us know about your recent stay and the issues you experienced with your room. We only wish we could have addressed these issues while you were here so you didn't leave the hotel with a negative impression. Our housekeeping and engineering associates work hard to make sure all of our rooms are spotless and in good working order. We appreciate your honest feedback and will make the necessary adjustments to prevent this from happening in the future. We hope you will consider staying with us again. Sincerel... read more

Business response:

Thank you for sharing the specifics of your stay. We apologize for the cleanliness issues you encountered in your room and for the inconvenience you had due to our hotel policy. Please be assured that we have discussed your feedback with our housekeeping team to be more diligent with our efforts moving forward. Also, know being an extended stay hotel, we clean room weekly to maintain the privacy of our guests, but this service is always available on request for a minimal fee. We hope to see you again and have the opportunity... read more

Business response:

Thank you for being our guest. We apologize for not living up to our commitment to clean, fresh accommodations during your stay. We are working with our housekeeping department to make sure all procedures are being followed so this does not happen again. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

We are sorry as you felt unsafe when staying here. We take the safety of our guests and employees very seriously. Kindly know, our team is well trained to handle any situation and maintains a good environment. Please give us another chance to deliver you with an exceptional experience. Sincerely, Hotel Management 

Business response:

Keyon, thank you for taking the time to post your feedback. It is disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. We hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management 

Business response:

We are very sorry we failed to deliver the exceptional stay you deserved. We have no excuses to offer, but we extend our sincerest apology and want you to know that we are making adjustments and are working to deliver better stay going forward. We hope you will give us another chance, so we can make it up to you. Sincerely, Hotel Management