Extended Stay America - San Antonio - Airport

Business response:

Thank you for taking the time to review our hotel. We are disheartened to read about the problems you experienced, and we hope you will accept our sincerest apology for what transpired. Our management team is 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 outstanding accommodations and service. Sincerely, General Manager 

Business response:

Richard, we sincerely apologize for the situation you described. You are absolutely correct to expect a comfortable, clean and bug free environment when staying with us. Although we treat regularly, to uphold our company's high standards, we have contacted our pest control provider to address the issues as quickly as possible. Thank you for bringing this to our attention. We hope you will give us another chance so that we can provide you with a better visit. Sincerely, General Manager 

Business response:

Thank you for your feedback. It was troubling to read about your experience at our hotel. This is not the impression we like our guests to have when they select our hotel for their lodging needs. We are reviewing the situation as a training tool to improve our procedures and to ensure this does not happen again. We invite you to come back and validate the changes we will be implementing and to experience the stay you expect and deserve. Sincerely, General Manager 

Business response:

Please accept our sincere apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. We can assure you that what you experienced is not acceptable by our standards, and we will be reviewing and altering our guidelines to provide a more wonderful experience for every guest. I hope you will give us a chance to impress you on a future visit. Sincerely, General Manager 

Business response:

I received a copy of your review, and wanted to take a moment to personally respond. We strive to provide guests with all the comforts of home, so I am disappointed to hear that we did not meet your expectations. To ensure that a situation like yours doesn't happen again, my team is taking all the proper training to better our guests stay. We continually work to improve our hotel and I want to inform you that we are really excited about our renovations that are being done at this time. So I really appreciate you providing us... read more

Business response:

Thank you for taking the time to write a review of your stay. I am so disappointed that you felt the property was unsafe while your stay at the hotel. Please accept my apology. Thank you very much for providing us with your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area. 

Business response:

Thank you for your recent review of your stay. I am sorry to hear of the room cleanliness issues In response to your feedback, I am having housekeeping deep clean this room and have contacted our contractor to treat the room. Thank you very much for providing us with your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area. 

Business response:

Your review for our hotel was recently brought to my attention. The situation you described regarding your stay was not acceptable and when you arrived you were not given the room you reserved and we put you in a totally different room from what you asked for. We are very sorry for your experience. As this hotel’s manager, I can assure you that I have spoken to my team and upper management to ensure your experience is not repeated. Thank you very much for bringing this to our attention. I do hope that you will return to our ... read more