Extended Stay America - Sacramento - Northgate

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

Business response:

Amanda, thank you for evaluating your recent stay with us. We are sorry you were disappointed with your visit due to your front desk experience. We truly take pride in our guest service and the feedback we receive, good or bad, helps us to improve our services going forward. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for bringing your concerns to our attention. We take these matters very seriously and will take the necessary actions to ensure your concerns are properly addressed. Sincerely, Hotel Management 

Business response:

We are disappointed to read that we were not able to deliver you with a stellar experience. Please accept our apologies for the inconvenience you had during your stay and regret the behavior of one of our team members. Your feedback for the poor service provided by one of our front desk associates will help us improve our service levels moving forward. Please consider giving us a chance to improve your impression of us on your next visit to our area. Sincerely, Hotel Management 

Business response:

We hate losing our loyal guests and are extremely sorry for letting you down during your visit. Please accept our sincere apology for the difficulties you encountered with your room. We appreciate you bringing these issues to our attention and assure you that corrective measures have been taken. Our team's first priority is making sure that every guest has a comfortable stay, and this time we really missed the mark. We truly regret the inconvenience it caused. We hope you will reconsider and give us an opportunity to serve y... read more

Business response:

Please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

Kathleen, thank you for reviewing our hotel. We are sorry for the inconvenience you encountered during your stay and for your disappointment with your in-room amenities. As per our brand standard requirements, we keep the kitchenware and other in-room amenities at the front desk rather than leaving them in the rooms. We will be sure our front desk communicates this more clearly going forward. We will also share your concerns regarding the television with our maintenance team to make necessary repairs. Please consider giving ... read more