Extended Stay America - San Antonio - Airport

Business response:

Thank you for your candid feedback. We sincerely apologize for the housekeeping issues you encountered which resulted in a disappointing stay. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process and for that, we truly regret the inconvenience it caused. We are working with our housekeeping team to reiterate the importance of our daily duties to make sure this isn't repeated. We hope you will give us another opportunity to provide a better exper... read more

Business response:

Christina, thank you for being our guest. Our goal is to provide an enjoyable experience for all our guests, and we apologize for letting you down. We hope you will consider giving us another opportunity to provide you with the outstanding service you should always expect from our hotel. Sincerely, Hotel Management 

Business response:

On behalf of our entire team, we would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We hope you will consider giving us a second chance in the future so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Cindy, we are sorry we failed to deliver the exceptional stay you deserved. We regret 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. If we can be of any further assistance, please feel free to reach out to our front desk. We look forward to serving you much better in the future. Sincerely, Hotel Management 

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