Extended Stay America - San Antonio - Airport

Business response:

Dear Anastasia, We’re sorry to learn that your visit was disappointing from start to finish. It’s always our goal to create a comfortable and welcoming environment, and we regret that we missed the mark during your stay. Your feedback is important, and it’s being shared with the appropriate teams so we can identify where we need to make meaningful changes moving forward. We do hope you will stay with us another time so we can provide you with a much more satisfying experience. Sincerely, Hotel Management 

Business response:

Dear Amir, We're sorry to know that the condition of the room and bedding did not meet expectations. A fresh and comfortable environment is something every guest deserves, and we regret that this was not your experience. Your comments have been shared with our team so the matter can be addressed. We appreciate you bringing it to our attention. We hope to have the chance to welcome you back so we can provide you with the flawless experience you deserve. Sincerely, Hotel Management 

Business response:

Dear Kira, We’re sorry to hear that your visit was impacted by the lack of available accommodations. We understand how disappointing it is to arrive and not be able to check in as expected, especially when travel plans are carefully arranged. While availability can sometimes shift quickly due to high demand or late check-outs, we understand that this is no excuse for the inconvenience you faced. Your experience has been shared with our team so we can take a closer look at how we manage room readiness and ensure clearer commu... read more

Business response:

Dear Xianfeng, We apologize for the inconvenience you experienced during your visit. After confirming your plans, you should have been welcomed without any complications. Not being accommodated as expected is frustrating and unacceptable. Your comments will be shared with our team so we can improve how reservations are managed and ensure that guests are properly taken care of going forward. We do hope you will stay with us another time so we can provide you with a much more satisfying experience. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for your feedback. We're sorry to know that your experience included concerns about pests. We take these matters seriously, and our team works with licensed professionals to maintain a clean and well-kept environment. Your comments help us address any areas that need additional attention, and we appreciate the opportunity to improve.We hope to have the opportunity to make your next stay with us outstanding in every respect. Sincerely, Hotel Management