Extended Stay America - San Antonio - Airport

Business response:

Thank you for the review of our hotel and for sharing your feedback. Please know our top priority is the safety and security of our guests and our employees. Our Security team is reliable and well trained, and we assure you we are investigating the issues you mentioned. We also work very closely with the local Police Department to keep all of our guests safe and secure during their stay. Please consider this an isolated incident and we hope you will give us another chance to show you our true hospitality. Sincerely, Hotel Ma... read more

Business response:

We apologize and are disappointed to read for cleanliness issue in your initial room. We have discussed your comments with our housekeeping team, and we have altered our procedures so this does not happen again. We hope you will give us an opportunity to make this up to you in a future stay. Sincerely, Hotel Management 

Business response:

We are very sorry for the service issue you encountered and regret your stay was not a pleasant one. Your comments were already shared with the appropriate staff members to ensure these issues are not repeated. Also, your feedback in regard to the grab-and-go breakfast offerings has been shared with our brand leaders to determine new choices. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel. 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:

Thank you for choosing us. It is our hotel’s policy not to accept cash as a form of payment. We must have a credit or debit card on file for each reservation to cover incidentals during your stay. We hope you will stay with us another time so we can provide you with a much more satisfying experience. Sincerely, Hotel Management 

Business response:

Thank you for staying with us and providing your feedback. Please accept our apologies for the cleanliness and maintenance issues you experienced during your stay. Your review has been shared with the team so we can understand what happened and correct our process to ensure a better experience. We encourage you to try us again in the near future, and we are confident you will enjoy the exceptional stay you deserve. Sincerely, Hotel Management 

Business response:

Alexander, thank you for your feedback and for choosing to stay at our hotel. Please accept our apologies for the insects in your room. 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 staying with us again. Sincerely, Hotel Management 

Business response:

Please accept our sincere apologies for the smoke smell which impacted your stay. We have strict policies where we prohibit smoking in some areas so we appreciate you bringing this to our attention as we can address it appropriately. Please also know our top priority is the safety and security of our guests and employees. Our team is well trained to handle any situation and maintains a good environment. Thank you again for sharing your observations, and we hope you give us another opportunity to meet your expectations in the... read more

Business response:

Thank you for staying at our hotel. We failed you in the most basic of ways by not providing a clean & comfortable guest room and for that, we are very sorry. Be assured we take the cleanliness of your suite and the entire hotel very seriously. Even though this is not a frequent occurrence, we recognize that even one time is too many. Remedial steps within our housekeeping department are underway to ensure this does not happen again. We truly hope this unfortunate situation will not prevent you from staying with us again. Si... read more