Extended Stay America - San Antonio - Colonnade

Business response:

Thank you for your review. Please accept our apologies for the poor service you experienced when you were here. We take pride in delivering superb service, so we apologize that we fell short. Your feedback has been shared with the appropriate staff, and we are taking immediate steps to ensure our team is fully equipped to be more responsive. Thanks for being our guest, and we hope you will give us another chance to demonstrate the excellent service that should have been provided to you on this visit. Sincerely, Hotel Manage... read more

Business response:

Thank you for choosing to stay at our hotel. We are terribly sorry for falling short of your expectations during your visit. We hope you will consider giving us a second chance in the future so we can provide you with the superior hospitality that we typically deliver. Sincerely, Hotel Management 

Business response:

We apologize for not living up to your expectations and for the inconvenience you encountered with our internet facility. We have shared your feedback with our maintenance team to check and fix it. We hope to have the opportunity to make it up to you on a future visit. Sincerely, Hotel Management 

Business response:

Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We will take the necessary actions to ensure this is properly addressed. Hotel Management 

Business response:

Thank you for your feedback. We were very disappointed to see that your feedback referenced the description of our hotel as "filthy". Our promise to our guest includes a commitment to providing a clean, fresh environment and we are very sorry that did not happen when you were here. We are very concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. Please know this is not usual for us, and we do hope you give us another chance in the future. Sincerely, Ho... read more

Business response:

Thank you for taking the time to give us your feedback. 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. My staff and I are taking steps to ensure every detail from the first impression at check-in to the final at check-out and will focus on providing a better experience for every guest entering our doors. We truly regret the inconvenience caused, and please give us another chance to provide you with the hos... read more

Business response:

We apologize for your disappointment with your stay at our hotel. Since we are an extended stay property, we provide housekeeping services to guests who stay eight or more nights; however, these services are always available upon request for an additional fee. In response to your feedback, we will be coaching our front desk staff to ensure we are clearly communicating these informations during guest arrivals as well as providing each guest with professional customer service. I truly hope this unfortunate situation will not p... read more

Business response:

Lisa, thank you for staying with us. We never want our guests to leave unhappy, and from your review, it is clear that we let you down. We are very sorry your stay did not live up to your expectations, and we hope you will give us another opportunity to regain your trust. Sincerely, General Manager 

Business response:

On behalf of our entire team, I 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 truly regret the inconvenience caused, and please give us another chance to make it up to you on your next visit to our area. Sincerely, General Manager