Extended Stay America - Rochester - Henrietta

Business response:

Dear Kimberly, Thank you for sharing your experience, and we apologize for the inconvenience during your stay. We regret that check-in took longer than expected and for any cleanliness and maintenance issues you encountered. Providing prompt and efficient service is important to us, and we are addressing these concerns with our team to ensure improvements are made. Your feedback is valuable, and we appreciate your understanding. We hope to have the opportunity to improve and serve you better in the future.Sincerely,Hotel Man... read more

Business response:

Dear Andres, Thank you for sharing your experience with us. We appreciate your feedback and apologize for any inconvenience caused by pricing fluctuations during holidays. Our goal is to offer affordable accommodations year-round. Regarding walkability, we understand the importance of accessibility and will consider this in our future planning. Your insights are valuable, and we hope to have the opportunity to welcome you back for a more enjoyable stay. Sincerely,Hotel Management 

Business response:

Dear Sathiyamoorthy, Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you experienced with the toilet during your stay. Guest comfort and satisfaction are our top priorities, and we regret that we fell short on this occasion. Your feedback will be addressed with our maintenance team to ensure prompt resolution of such issues. We appreciate your understanding and hope to have the opportunity to provide you with a much-improved experience in the future.Sincerely,Hotel Management 

Business response:

Dear Bijoux, Thank you for your feedback. We apologize for the inconvenience and disappointment you experienced during your stay. Your feedback regarding the lack of shampoo, outdated furniture, rusty appliances, and carpet stains is concerning. We are committed to providing a comfortable and enjoyable experience for our guests, and we take cleanliness and maintenance seriously. Rest assured, we will address these issues promptly with our housekeeping and maintenance teams to ensure improvements are made. We appreciate your ... read more

Business response:

Dear Maria, Thank you for your positive feedback about your stay at Extended Stay America! We're thrilled to hear that you and your family find our hotel convenient. Providing a comfortable and convenient experience for our guests is our top priority. We look forward to welcoming you and your family back soon!Sincerely,Hotel Management 

Business response:

Dear Kelsey, Thank you for your feedback. We apologize for the delay in checking you in and the unsatisfactory condition of your room. Your experience does not reflect the standards we strive to uphold. Immediate action is being taken to address the cleanliness issues and the maintenance problem with the shower faucet. Your feedback is invaluable, and we appreciate your understanding. We hope to have the opportunity to provide you with a much-improved experience on your next visit. Sincerely,Hotel Management