Extended Stay America - Sacramento - Northgate

Business response:

Dear Guest, thank you for taking the time to share your concerns with your review. What you encountered should not have happened as we have regular treatments from a professional service to ward off the type of unwanted visitors you mentioned. Thank you for bringing this to our attention. Since your review is anonymous please reach out to us directly at the hotel so we can obtain a suite number. Thank you and we look forward to speaking with you. Sincerely, Hotel Management 

Business response:

Gilma, thank you for being our guest. A clean room is the essential part of a guest's stay, and we apologize for not being able to deliver you with one. Your feedback is discussed with the housekeeping team to ensure our future guests aren't disappointed going ahead. Please give us another opportunity to provide you with a better experience on your next stay. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We were disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

Joshua, thank you for posting a review. Please accept our apologies for the roaches in your room. 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. Also, our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future infestation. We are sorry and hope you will consider... read more

Business response:

Thank you for taking the time to review your stay. We apologize for the service and noise you encountered while you were here. Please be assured that we have discussed your feedback with the appropriate teams, and we're reviewing the situation as a training tool to improve our procedures and to ensure this does not happen again. We hope you will give us a chance to redeem ourselves the next time you are in this area. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel for your stay. We are disheartened to see the rating and sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience. Sincerely, Hotel Management 

Business response:

Kenneth, thank you for being our guest. We are sorry for the unpleasant stay you had with us and for the issues you had in your room. Your feedback has been discussed with our housekeeping team, and we have asked them to be more diligent going forward. Also, we will share your feedback with the people in our organization who are responsible for formulating plans for future renovations. Please accept our apologies, and we hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Managemen... read more

Business response:

We would like to offer our sincere apologies for the cleanliness you encountered in your room and that our staff didn’t action your complaint. Please be assured that your comments have been discussed with our team members, and we will be working hard to improve our service levels going forward. Counting on your kind generosity to accept our apology, we hope you will consider returning to our hotel on your next visit to this area. Sincerely, Hotel Management