Extended Stay America - Rochester - Henrietta

Business response:

Mili, thank you for choosing us for your stay. We are truly sorry you were inconvenienced by the smoke odor. We have made a note of your feedback and have shared it with the housekeeping team to make sure this room receives a deep clean to remove the odor. We hope to have another opportunity to welcome you back soon so that we can make it up to you. Sincerely, Hotel Management 

Business response:

Lesley, thank you for taking the time to post a review. Although we are happy you liked the service provided by Jason, we are sorry for the numerous issues you had and the inconvenience they caused. We are working to remedy the issues you mentioned so the next time your stay will be absolutely perfect. We hope you will give us another opportunity to provide a better experience on your next stay. Sincerely, Hotel Management 

Business response:

Rachel, thank you for being our guest. We are pleased overall you enjoyed your stay, but it seems we missed meeting some of your expectations. We are sorry if we disappointed you and hope to have another opportunity to welcome you back soon. Sincerely, Hotel Management 

Business response:

Thank you for choosing Extended Stay America. Although you had a pleasant time, we are sorry our housekeeping policy was not explained to you upon arrival. To respect the privacy of our guests staying for long periods of time, our housekeeping service is conducted on a weekly basis, although we are always happy to provide you this service at your request for a minimal fee. Thanks again for taking the time to write about your stay. We look forward to your return visit. Sincerely, Hotel Management 

Business response:

Tamberla, thank you for giving us feedback regarding your stay. We are glad you liked our affordable rates and your clean room. To ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites, and our team gladly delivers them to your suite. Your feedback is appreciated, and we will remind our front-desk to communicate this more clearly going forward. We hope the positive aspects of your visit will encourage you to choose us... read more

Business response:

Thank you for your nice rating and letting us know about your stay at Extended Stay America was a great one. It was a pleasure having you as our guest, and we look forward to welcoming you again in the near future. Sincerely, Hotel Management 

Business response:

Fernand, thank you for being our guest. We are pleased to know overall you had a pleasant time with us, but we are sorry we missed meeting some of your expectations. Your feedback will be used as a training tool to improve our service moving forward. It was a pleasure hosting you, and we hope to host you back so that we can provide you with an even better experience. Sincerely, Hotel Management 

Business response:

Thank you for your fabulous rating and letting us know your stay at Extended Stay America was exceptional. It was a pleasure having you as our guest, and we look forward to welcoming you again in the near future. Sincerely, Hotel Management 

Business response:

Thank you for your feedback. We sincerely apologize for the inconvenience you had due to the smell. Your comments have been discussed with the concerned teams, and we are taking the necessary actions to remove the odor. We hope you will give us an opportunity to make this up to you on a future stay. Sincerely, Hotel Management