Extended Stay America - Sacramento - Northgate

Business response:

Thank you for being our guest. We are sorry and are disappointed to read our hotel’s service and facilities did not provide the value you were hoping for. Your feedback is discussed with the appropriate individuals ensuring we take the necessary steps to improve the quality of not only our service but also our facilities going ahead. We truly hope you will consider giving us another opportunity to serve you better in the future. Sincerely, Hotel Management 

Business response:

Thank you for being our guest and providing your feedback. We apologize that our accommodations fell short of your expectations and have shared your comments with our team as we work on updating and refreshing our hotel. Your feedback has also been relayed to our housekeeping team, and we will make sure steps are taken so this doesn't happen again. Please consider giving us another opportunity to provide you with the exceptional experience you deserve. Sincerely, Hotel Management 

Business response:

Lisa, thank you for taking the time to post your thoughts about your recent visit. We are truly sorry that your suite was not in the spotless condition it should have been. We apologize that steps were missed in our inspection procedures and we can only assure you going forward that this has been addressed. We hope you will consider giving us a second chance the next time you are in the area. Sincerely, Hotel Management 

Business response:

Shalini, we sincerely apologize for the oversights made while preparing your room and regret the inconvenience it caused. Our housekeeping team has been made aware of it to ensure we redouble our efforts before we exhibit accommodations to our guests. We truly hope you will give us another chance to prove we are committed to providing outstanding accommodations and service. Sincerely, Hotel Management 

Business response:

Amber, thank you for your detailed review. Please accept our apologies for failing to deliver the professional service you should always expect from us. We are working to remedy this so your next stay will be perfect. It was also disappointing to know your visit was impacted due to the housekeeping issues, which made your stay uncomfortable. Your feedback has been discussed with the appropriate team to take corrective measures ensuring we deliver a refreshing room to all of our guests entering our doors. We appreciate your b... read more

Business response:

Brandon, thank you for reviewing your stay at our property. We are very sorry and apologize for the inconvenience you had due to the room not being cleaned properly. This surely marks room for improvement, and we will surely your feedback to improve the service provided by our housekeeping team. On a positive note, your rating suggests you had a pleasant stay, and we hope these positive aspects of your visit will help you choose Extended Stay America again in the future. Sincerely, Hotel Management 

Business response:

Thank you for your feedback. We are sorry for the cleanliness issue you encountered in your room and regret the disappointing stay you had. Our housekeeping staff takes pride in what they do daily and we also have processes in place to double-check each room prior to occupancy by the next guest. We fell short in our processes and are reviewing them so that this does not happen again. We only wish we would have known about this problem as we would have done our best to ensure you are comfortable. Please consider a future stay... read more