Extended Stay America - San Antonio - Airport

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 

Business response:

Dear Guest, Thank you for sharing your feedback. We are pleased to hear that the front desk service left a positive impression. However, we sincerely apologize for the inconvenience caused by the smoke odor in your room. While smoking is permitted in designated areas, non-smoking rooms should never be affected. It’s clear that we fell short in maintaining the high cleanliness standards we strive for, and we will ensure a more thorough inspection in the future. We also take pest control seriously and work hard to maintain cle... read more

Business response:

Dear Guest,We’re sorry the room condition and overall experience fell short of what you expected. While we strive to offer affordable accommodations, that should never come at the expense of cleanliness or comfort. We will share your concerns with our team, especially regarding the carpet and overall upkeep, so that these matters can be addressed. Our breakfast is intended as a light, quick option, and we understand this may not suit everyone’s preferences. We appreciate your feedback and the opportunity to improve for futur... read more

Business response:

Dear Guest,We apologize if your experience with customer service fell short of expectations. Providing excellent service is one of our top priorities, and we regret that we did not meet that standard during your stay. We will address this with our team to ensure better responsiveness and attention to guest needs. We’re committed to improving our service and appreciate you bringing this to our attention. We hope you will give us a chance to provide you with the hospitality you deserve on a future visit. Thank you again for yo... read more

Business response:

Dear Guest,We’re truly sorry your experience was so disappointing. No guest should have to deal with the kind of cleanliness concerns you described, and it’s disheartening that the response from our team didn’t reflect a sense of urgency. While supplies like towels and linens are kept at the front desk to ensure everything is freshly prepared for each guest, the lack of proactive support you received falls short of what we aim to provide. Your feedback is important, and we’ll address these concerns internally to improve our ... read more