Extended Stay America - Rochester - Henrietta

Business response:

Dear Prashant, We apologize for any discomfort caused by the smell of smoke during your stay. Our property maintains a strict non-smoking policy, and we take reports of violations seriously. We will address this issue promptly with our team to ensure a pleasant environment for all guests. Thank you for bringing this matter to our attention, and we hope to welcome you back for a more enjoyable experience in the future.Sincerely,Hotel Management 

Business response:

Dear Laura, We're thrilled to learn that you enjoyed your time here at Extended Stay America. Thank you for mentioning your appreciation for our thoughtful amenities, like the fully equipped kitchenette facility. We're also pleased you liked our spacious bathroom and comfortable bed. Your satisfaction is our priority, and we're delighted to see that we made this happen for you. It was a pleasure having you as our guest, and we look forward to welcoming you back for another enjoyable experience in the future!Sincerely,Hotel M... read more

Business response:

Dear Kevin, Thank you for sharing your review. We truly regret to learn about your disappointing experience at our hotel. Please accept our sincere apologies for any inconvenience you encountered during your stay. Your feedback is of utmost importance to us, and we take these matters seriously. We're committed to addressing these concerns and ensuring that every guest receives the highest level of service and care. Your feedback will aid us in making necessary improvements. We genuinely hope you will consider giving us anoth... read more

Business response:

Dear Duane, Thank you for the feedback regarding your stay in our hotel. We are sorry for the disturbances you reported and assure you we do everything possible to discourage their entrance to our hotel. Our pest control provider has serviced the hotel, and we will ensure procedures are being followed to prevent any future issues. We regret the frustrations you experienced, and we are grateful for your patience. We hope you will accept our apologies and consider staying with us again.Sincerely,Hotel Management 

Business response:

Dear David, Thank you for the review and for sharing your experience. We adhere to a strict no-smoking policy and enforce it with a cleaning fee when we find evidence of smoking in a guest room. We appreciate you bringing this issue to our attention and apologize for the inconvenience this caused. We appreciate your feedback and hope to have the opportunity to welcome you back to our hotel.Sincerely,Hotel Management 

Business response:

Dear Kenneth, Thank you for taking the time to write a review of our hotel. On behalf of our entire team, please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially with the cleanliness of our accommodations, as this is an essential priority. We will address this matter with our housekeeping associates to ensure it does not happen again. We hope you will consider giving us another opportunity to host you and welcome you back again soon.Sincerely,Hotel ... read more