Extended Stay America - San Diego - Fashion Valley

Business response:

Terry, please accept our apologies as well every assurance we will be working to address the concerns outlined in your review. Usually, our staff does a terrific job of responding to our guests’ needs, and in your case, that did not happen. We value your feedback and will use it to ensure we are more consistent in our service levels.We hope to have another chance to show you our true hospitality the next time you return to this area. Sincerely, Hotel Management 

Business response:

Peter, thank you for your review.Our goal is to provide an exceptional experience for our guests, so we apologize for the disappointing condition of your room. Please be assured that we will share your feedback with the people in our organization who are responsible for formulating plans for future renovations. Wehope to have another opportunity to restore your confidence in us. Sincerely, Hotel Management 

Business response:

Melissa, we were disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management 

Business response:

Yuba, thank you for your review. Please accept our apologies for the service and cleanliness issues you encountered during your stay with us. We assure you that we have discussed your feedback with our associates, and we’re taking immediate steps to prevent these mistakes from being repeated in the future. We’re also working with our housekeeping team, and we’re reviewing our procedure with them to make sure it is followed thoroughly. We hope you will give us a chance to redeem ourselves the next time you are in this area. ... read more

Business response:

Yuba, thank you for reviewing our hotel. We apologize for the cleanliness issues you experience in your room and for the inconvenience you had due to the noise of our construction project. Please be assured that we have discussed your feedback with the concerned teams, and we’re working with them to be more diligent with our efforts moving forward. We hope this unfortunate situation will not prevent you from staying with us again. Sincerely, Hotel Management 

Business response:

We are disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. Please know, our in-room amenities such as bath amenities and toiletries are always kept at the front desk and are complimentary. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management 

Business response:

Kunal, we appreciate you staying with us and providing a review of your experience. After reading your feedback about housekeeping not visiting your suite, it appears we may have missed an important communication during your check-in. To respect the privacy of our guests staying for long periods of time, our housekeeping service is conducted on a weekly basis, although we are always happy to provide housekeeping at your request for a minimal fee. We are grateful for the feedback you provided and hope you will stay with us ag... read more

Business response:

Thank you for being our guest and for taking time to leave feedback. We apologize for the unpleasant experience. Our management team has been made aware of your concerns, and we will certainly be following up with our housekeeping supervisor as well as our entire cleaning staff. Additionally, we appreciate you bringing the maintenance issues to our attention. It is always our goal to have everything functioning properly as soon as we are made aware of an issue, so we thank you for letting us know. Thank you again for being o... read more

Business response:

Jackie, please accept our sincere apologies for not living up to your expectations. Cleanliness is a top priority for all of our employees, and we do not take these issues lightly. We will address this matter with our housekeeping team in order to ensure changes are made immediately to solve these problems. We truly hope you will consider giving us another opportunity to serve you better in the future. Sincerely, Hotel Management