Extended Stay America - San Diego - Sorrento Mesa

Business response:

Dear Guest, Thank you for taking the time to share your experience. We regret to learn that the condition of your accommodation did not meet the standard you anticipated. Cleanliness and comfort are very important to us, and we understand how disappointing it can be when expectations are not fulfilled. Your observations have been noted and will be shared with the housekeeping team to ensure greater attention to detail moving forward. We appreciate your feedback, as it helps guide improvements, and we hope you will consider g... read more

Business response:

Dear Guest, We’re very sorry to hear how uncomfortable your visit was. We apologize that the accommodations did not feel well-maintained and that ongoing disturbances prevented you from relaxing. This is not the standard we aim to provide, and your feedback has been noted to help improve both room readiness and overall guest comfort. Thank you for taking the time to share your experience. We hope you will consider allowing us another opportunity to welcome you back and provide a visit that feels far more comfortable and reas... read more

Business response:

Dear Guest, We’re sorry to hear about the difficulties you encountered during your visit. We understand how upsetting it was to arrive at an unavailable room after making advance arrangements, and we sincerely apologize for the inconvenience this caused. This matter is being addressed with the leadership team to help prevent similar disappointments in the future. We also regret the concerns you noted about the room you were reassigned to, as the condition you described falls short of what you should expect. Your comments wil... read more

Business response:

Dear Guest, We’re sorry your recent stay did not meet expectations. Guest comfort and satisfaction are always our top priorities, and we regret that your visit fell short of that goal. Your feedback is valuable in helping us identify areas that may require closer attention, and we’re reviewing this matter to ensure it’s appropriately addressed. We hope you’ll consider giving us another chance to provide a more pleasant and reassuring experience. Sincerely, Hotel Management 

Business response:

Dear Guest, We are sorry to hear about the issues you encountered during your stay. Cleanliness and best customer service are fundamental to a positive guest experience, and we regret that we fell short in these areas. Your feedback regarding the room condition and front desk interaction has been shared with our concerned team for immediate review and follow-up. We understand your concerns regarding the towel policy and will share it with the team as we work to ensure improvements are made. We hope you will return on your ne... read more

Business response:

Dear Guest, We appreciate you taking the time to share your experience with us. While we’re glad to know that most aspects of your stay met expectations, we regret that traffic noise affected your rest. We understand how important a peaceful environment is, and your feedback will help us explore ways to enhance sound insulation for a more restful experience. Thank you for your understanding and for noting the overall value of your stay. We hope to have the opportunity to welcome you back for a more comfortable visit in the f... read more

Business response:

Dear Guest, We would like to extend our sincere apologies for the oversights by our housekeeping staff during your stay. This incident does not align with the high standards we set for ourselves, and we are genuinely disappointed that this was your experience. We strive to provide a comfortable and pleasant environment for all our guests, and your comfort is of great importance to us. We regularly review our cleaning and maintenance practices to ensure our standards are upheld throughout the hotel. Feedback like yours is ins... read more

Business response:

Dear Guest, We sincerely apologize for the distressing experience you had during your stay. The condition of your room fell short of the clean and well-maintained environment every guest deserves. Every room should be thoroughly inspected and cleaned before being assigned, and we are addressing this lapse with our housekeeping leadership team to ensure it does not happen again. Your feedback is invaluable in helping us improve, and we sincerely hope you will consider giving us another chance to provide you with a more comfor... read more

Business response:

Dear Mohammad, We sincerely apologize for the disappointing experience you encountered during your stay. The concerns you mentioned regarding the room’s condition, amenities, and the limited breakfast selection are not reflective of the standards we strive to uphold. Your feedback has been shared with the appropriate teams to address these issues and enhance our overall guest experience. We truly regret falling short of expectations and hope you will allow us another opportunity to provide a more positive visit. Sincerely, H... read more