Extended Stay America - San Antonio - Airport

Business response:

Dear Donna, Please accept our apologies for not meeting your expectations. We want every guest who stays with us to have a fulfilling experience and to depart with a lasting favorable impression. However, we regret falling short and apologize for the concerns that may have kept you from having an outstanding stay. We wish we could have had the opportunity to address your issues while you were still here, and we hope you will consider staying with us again so we can provide you with the seamless stay you deserve.Sincerely,Hot... read more

Business response:

Dear Karen, We deeply regret the disappointing experience you encountered during your stay. Please accept our sincere apologies for the lack of cleanliness and amenities provided in your room. This does not reflect our standards, and we are actively addressing these issues with our team to ensure improvements are made. Your feedback is invaluable, and we appreciate you bringing these concerns to our attention. We understand your disappointment and hope you will consider giving us another chance in the future. Sincerely,Hotel... read more

Business response:

Dear Patrocinia, We sincerely apologize for the discomfort caused by homeless individuals in the area and the issue with roaches in the hotel. Ensuring the safety and cleanliness of our property is paramount, and we take your concerns seriously. We will address these issues to create a more pleasant environment for our guests. Your feedback is invaluable, and we appreciate you bringing these matters to our attention. We hope you will consider giving us another opportunity to provide you with a more enjoyable stay in the futu... read more

Business response:

Dear Laura, We are sincerely sorry to hear about your negative experience with our staff and the condition of your room. This behavior does not reflect our standards, and we take your feedback seriously. We will address these concerns internally to ensure a more positive and professional environment for our guests. We value your feedback and apologize for any inconvenience caused. We hope you will consider giving us another chance to provide you with a more pleasant stay in the future.Sincerely,Hotel Management 

Business response:

Dear Amber, We sincerely apologize for the disappointment you experienced during your stay. Providing a clean and comfortable environment is paramount; we regret any lapses. Rest assured, we take cleanliness and pest control seriously and have implemented measures to address these issues promptly. Furthermore, our hotel strictly enforces a no-smoking policy in designated areas, and we apologize for any inconvenience caused by the odor in your room. We appreciate your understanding and feedback, and it would be our pleasure t... read more

Business response:

Dear Sara, Thank you for taking the time to write a review about our hotel. Your comments on the mentioned issues have left us disheartened. We will look into this further and appreciate you bringing this to our attention. We have noted your remarks and shared them with the concerned individuals for further improvement. Our staff is included in the discussion to ensure this service failure doesn't happen again. Your feedback will help us continuously improve our service and guest experience. Please return for a better experi... read more

Business response:

Dear Edgardo, Thank you for choosing us and sharing your comments. We apologize for not providing you with a good hotel experience. It is very understandable how these events detracted from a relaxing and seamless visit. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. Considering our nice front desk, plea... read more