Extended Stay America - San Antonio - Airport

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

Business response:

Dear Guest, We appreciate your valuable feedback regarding your time with us. Please know we are committed to providing the highest level of service and quality for every guest. We regret your experience did not meet your expectations. We assure you that your concerns are being shared with the appropriate individuals. Please consider giving us another chance to show you the hospitality for which we are known.Sincerely,Hotel Management 

Business response:

Dear Guest,We’re sorry your stay was not a pleasant one. A fresh and well-maintained environment is important, and we regret that unpleasant conditions and cleanliness concerns impacted your experience. We also understand how disruptive nearby construction can be and apologize for any inconvenience it caused. While we’re glad you liked the room layout, we regret that your overall stay did not meet expectations. Your feedback is valuable, and we will use it to address these concerns with our team. We do hope you will stay wit... read more

Business response:

Dear Travis,We're sorry your stay fell short of expectations. It's concerning to learn about the issues you faced, from the key card difficulties to the room condition. We understand how frustrating it must have been to encounter an unpleasant odor, an uncomfortable bed, and a missing shower knob. Our team addresses these concerns to ensure a more pleasant experience for future guests. We would like the opportunity to serve you better in the future and hope you will consider a return visit.Sincerely,Hotel Management 

Business response:

Dear Tammy,We sincerely apologize for the condition of your room upon arrival. It’s disappointing that switching rooms did not provide the fresh and comfortable space you expected. We regret the inconvenience this caused and appreciate you bringing it to our attention. Your feedback is important, and we will be addressing these concerns with our team to ensure our rooms are thoroughly cleaned and better quality control moving forward. We hope to have the chance to welcome you back so we can provide you with the flawless expe... read more