Extended Stay America - Rochester - Henrietta

Business response:

Thank you for evaluating your stay. Your rating indicates that we may have room for improvement in some areas. We hope you will give us a chance to redeem ourselves the next time you are in the area. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to review your stay with us at Extended Stay America. We are glad to know you loved your well-appointed room and that the kitchenette was an added convenience for you. We appreciate you being our guest and look forward to welcoming you back soon. Sincerely, Hotel Management 

Business response:

Thank you for the positive feedback. It is a pleasure knowing your visit with us was an enjoyable one. We hope to see you again soon at Extended Stay America. Sincerely, Hotel Management 

Business response:

Thank you for your comments. We are sorry the HVAC unit in your room was not working. We will share your comments with the maintenance team to review and fix it immediately. We would have loved the opportunity to resolve this problem while you were here and would have moved you to another room upon request. We hope you will return as we would love to provide you with a better experience and a good night's rest! Sincerely, Hotel Management 

Business response:

Suzie, thank you for your comments. We are sorry for the disappointing stay you had and regret the cleanliness issue and smoke odor you encountered in your room. We will be sure to share your feedback with the housekeeping team to make sure this room receives a deep clean so we can prevent this from happening again. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for letting us know your visit to Extended Stay America was perfect in every way. We appreciate you being our guest and look forward to welcoming you back soon. Sincerely, Hotel Management 

Business response:

It was a pleasure hosting you at Extended Stay America. We are delighted to know you had a great stay and that you appreciated the cleanliness of our property. Thank you for choosing our hotel, and we look forward to seeing you again soon. Sincerely, Hotel Management 

Business response:

Thank you for posting a review of your recent stay. We are truly sorry for the maintenance issue and we did not meet your expectations. We appreciate you bringing this to our attention, and we want to let you know we are already working to address the problems you mentioned. Our Maintenance team conducts routine maintenance throughout the hotel on a regular structured program basis. Your review highlights where we need to refocus our efforts, and we assure you we will. We hope you will consider giving our hotel another chanc... read more

Business response:

We are happy you were pleased with most of our services, but we apologize if your stay was not perfect. We encourage you to try us again as we are confident you will have a better experience. Sincerely, Hotel Management