Extended Stay America - San Antonio - Airport

Business response:

Please accept our sincere apologies that we failed to provide you with the clean and comfortable room that you deserved and regret the inconvenience caused. We take the cleanliness of our rooms very seriously and steps are already underway with our housekeeping team to ensure this does not happen again. We hope you will consider a return visit so we can make it up to you. Sincerely, Hotel Management 

Business response:

Joan, please accept our apology as well every assurance we will be working to address the concerns you outlined. We have shared your feedback with our housekeeping and maintenance teams to take the corrective actions. We hope you will consider giving us another chance to make it up to you at a future date. Sincerely, Hotel Management 

Business response:

Thank you for your review. We apologize for the cleanliness issue you had in your room and the inconvenience it caused. Our pest control provider has serviced the hotel, and we are working to make sure procedures are being followed to prevent future infestation. We value your feedback and hope to have the opportunity to regain your trust in us. Sincerely, Hotel Management 

Business response:

Thank you for your feedback. We sincerely apologize for not living up to your expectations. We was disheartened to see the rating. We are taking steps to ensure future guests do not encounter the same issues. We truly hope you will give us another chance to prove that we are committed to providing a good facilities and service. We hope you will give us a chance to impress you on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for the feedback about your stay at our hotel. We are sorry to hear there were some concerns during your stay. To make sure this doesn't happen again, we are actively working with staff to improve our guest experience. I would also like to inform you that, to respect the privacy of our long term guests, our housekeeping service is conducted on a weekly basis, although we are always happy to provide this at your request for a minimal fee. We appreciate your comments as they will only help us improve. We hope you wil... read more

Business response:

Brian, please accept my apology for not living up to your expectations during your visit. We are sorry for the inconvenience which you had with your bill. I have shared your feedback with my front desk team to handle these situations more diligently. I encourage you to try us again in the near future. I am confident you will enjoy a better stay. Sincerely, General Manager 

Business response:

We take comments such as this very seriously, so we thank you for providing the information. Please accept our apologies for the concerns outlined in your feedback and for the minimal concern provided by our staff. I will certainly have the room thoroughly inspected and treated as a precaution. We hope you will consider giving us a second chance to provide the hospitality you deserve. Sincerely, General Manager 

Business response:

Thank you for your candid evaluation. You are absolutely correct to expect a clean, well-maintained property as your home away from home when traveling, and I apologize for failing to provide that for you. What you encountered should not have happened as we have regular treatments from a professional service to ward off the type of unwanted visitors you mentioned. We have contacted our pest control provider to address the issue as quickly as possible. We truly regret the inconvenience caused, and please give us another chanc... read more

Business response:

Thank you for your feedback. We would like to apologize for this most unfortunate situation and assure you this is not the experience we want our guests to have. Since our suites have their own personal entrance from the outdoors, an unwanted insect may find it's way in, even though we take all precautions to prevent this from happening with regularly scheduled pest control. We have contacted them for an immediate visit to address the issue quickly. We hope you will consider giving us another chance to prove we are up to the... read more