Extended Stay America - Rochester - Henrietta

Business response:

Please accept our sincerest apologies for not living up to our usual standards. We are extremely sorry for the cleanliness issues you faced which compromised your otherwise pleasant stay. Our Housekeeping team has been alerted about your concerns in an effort to improve our service further. Please consider giving us a second chance so we can deliver you a much better experience. Sincerely, General Manager 

Business response:

Kavin, thank you for sharing your feedback. We apologize for the smell of smoke you experienced during your stay. We work hard to provide a clean and comfortable environment, and I am sorry if the smell compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. It was our pleasure hosting you, and we hope you will give us another opportunity to serve you better in the future. Sincerely, General Manager 

Business response:

Thank you for your review. Although you liked our service and facilities, I apologize for the smell of smoke you experienced in your room. We work hard to provide a clean and comfortable environment, and I am sorry if the smell compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. We hope you will consider us again the next time you are in this area. Sincerely, General Manager 

Business response:

Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed. 

Business response:

I received a copy of your review, and wanted to take a moment to personally respond. I am sorry to hear that your stay with us was the worse experience for you and your family. We can assure you that we intend to provide excellent service and a clean rooms to all our guests. It is very helpful for us to hear from our guests because it helps us to identify any concerns with our hotel. We hope you will give us a chance to make a better impression the next time you are in the area. 

Business response:

I received a copy of your review, and wanted to take a moment to personally respond. We strive to provide our guests with all the comforts of home, so we are disappointed that your room was not cleaned to Extended Stay standards. We can assure you that our team will be improving our service by making sure we provide all of our guests with clean rooms in the future. Thank you again for bringing this to our attention. If the opportunity should arise, we hope you will give us another chance on a future stay. 

Business response:

I appreciate you bringing your experience to our attention. Please accept our most sincere apologies for the uncomfortable bedding. I discussed your comments about the bedding and grab-and-go breakfast to my supervisors so we can be informed when buying new items in the future. We continually work to improve our hotel, so I really appreciate you providing us with your feedback. I do hope that you will return to our hotel, or any other Extended Stay Hotels location in the future. 

Business response:

I appreciate you taking the time to write a review of your experience with us. I am sorry to hear that the non-smoking room you reserved smelled of smoke. To make sure this doesn't happen again, I am going to coach our staff to inform management if they clean a room that smells of smoke. It is completely unacceptable that your room did not meet ESA standards and for that I want to apologize. Thanks to your feedback, we can continue to work on providing an exceptional stay for all of our guests. We hope that you will give us ... read more

Business response:

Thank you for taking the time to write a review of your stay. The wait time you described is unacceptable, and I sincerely apologize for your experience. To make sure this doesn't happen again, I am going to coach our staff members about checking our guests in a timely fashion. Thank you again for bringing this to our attention. We hope you will give us a chance to make a better impression the next time you are in the area.