Extended Stay America - San Diego - Fashion Valley

Business response:

Dear Guest, Thank you for sharing your experience. We understand your concerns and acknowledge that the conditions you encountered, along with the interaction at the desk, did not meet expectations for comfort or courtesy. These matters are taken seriously and will be shared with our leadership to reinforce standards across cleanliness, maintenance, and service so future visits reflect a more welcoming environment. Your feedback is valuable in helping guide improvements. Sincerely, Hotel Management 

Business response:

Dear Guest, We are truly sorry that your stay did not provide the comfort or preparedness you reasonably expected. Concerns involving room condition and basic amenities can understandably cause frustration and disrupt rest. We also regret that the interaction during arrival did not feel accommodating. A welcoming environment and properly prepared accommodations are important to a positive visit, and feedback such as yours is taken seriously. Your comments have been noted and shared with our team for improvements. We hope you... read more

Business response:

Dear Guest, We are truly sorry that your experience did not reflect the standards we aim to uphold. The issues you described are certainly not typical of the service we strive to provide. Please know that to maintain cleanliness for all guests, we store the dishware at the front desk and are pleased to bring it to your suite upon request. We take your concerns seriously and will address them effectively for future improvement. For future visits, our front desk is always available to assist with any matters that affect your c... read more

Business response:

Dear Guest, We regret to learn that your experience fell short of expectations. We’re sorry for the delay and difficulty you experienced upon arrival, especially having to wait so late into the night before being accommodated, as this is not the level of service we aim to provide. We also regret the challenges you encountered with after-hours assistance and staffing availability, along with the maintenance concerns in the room. These issues understandably affected your overall experience, and your comments will be reviewed w... read more

Business response:

Dear Guest, Thank you for taking the time to review your stay. We are genuinely concerned to see that your experience did not reflect the level of care and comfort we aim to deliver. Your feedback regarding the overall environment is taken seriously, and we will share your input with our team members to identify areas where we need to focus on and ensure a more fulfilling stay moving forward. While it is clear we fell short on this visit, we hope you will consider giving us the opportunity to make things right should you ret... read more

Business response:

Dear Guest, We’re sorry for the disruption you experienced during your stay, particularly the confusion with your renewal through a third-party site and the inconvenience of returning to a room that had not been fully serviced. We also regret the frustration caused when team members attempted to enter without proper notice, as this is not the level of respect or attentiveness we expect to maintain. While we appreciate knowing that your first night was comfortable, we understand that the issues that followed overshadowed that... read more

Business response:

Dear Guest, We are sorry to hear that your visit was impacted by several issues in the room, including the missing amenities and the overall condition you encountered. Every guest should arrive at a space that feels well-prepared and maintained, and we apologize that this was not reflected during your time with us. Your feedback has been shared with the appropriate teams so we can address these gaps and ensure greater consistency moving forward. We hope you will consider giving us another opportunity to provide a much-improv... read more

Business response:

Dear Guest, We sincerely apologize for the disappointing impression you had of the property. The condition of our grounds and rooms plays a key role in guest comfort, and we regret that this aspect of your stay fell short of expectations. Your comments have been shared with our team to ensure closer attention to overall upkeep and presentation. We value your feedback as it helps us identify areas for improvement and deliver a better guest experience moving forward. We hope you’ll consider giving us another opportunity to pro... read more