Extended Stay America - San Diego - Sorrento Mesa

Business response:

Dear Balasubramanian, thank you for taking the time to share your review. We are disappointed to know that we failed to provide you with an exceptional experience. Our Housekeeping team has been notified of your concerns regarding the issues with the suite. We also apologize for the inconvenience caused by the lack of amenities and temporary maintenance issues with the stove during your stay. We regret not being able to resolve this for you while you were still with us. We hope you will give us another chance to stay with us... read more

Business response:

Dear Ocean, thank you for taking the time to share your comments. Our goal is to provide a clean environment, excellent service, and an exceptional experience for our guests, so we apologize this was not your experience. Your concerns have been shared with the management team, and we are following up to determine where we went wrong and how we can enhance our service to our guests. While we know that this stay did not meet all of your expectations, we are hopeful for another opportunity to welcome you back for the flawless e... read more

Business response:

Dear Scott, thank you for sharing your experience. Our focus is on providing our guests with an exceptional experience, so we appreciate all of your comments. We have taken note of the concerns you raised as we continually strive to ensure a perfect visit for every guest. Thank you again for sharing, and we hope to see you soon. Sincerely, Hotel Management 

Business response:

Dear Doris, it was disappointing to read that we did not meet your expectations, and we are truly sorry your stay was anything other than perfect. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service we typically provide. Sincerely, Hotel Management 

Business response:

Dear Phillip, thank you for your feedback about our breakfast offerings, and we are sorry you were not happy with the choices. We will share your comments with our Brand Leaders to assist them when determining new breakfast offerings for future implementation. Also, we have discussed your concern for the sheets with our housekeeping to ensure rooms are thoroughly checked and inspected before allocation. We hope you will return to stay with us another time for a much-improved experience. Sincerely, Hotel Management 

Business response:

Dear Breanna, thank you for sharing your review. We are terribly sorry about the issues you experienced, even more, so that we did not appropriately correct the situation. Your comments have been discussed with the team, and we are reviewing our procedures, so this does not happen again. Thank you for your feedback, and we hope you will give us another chance to make this up to you and demonstrate excellent hospitality from our team. Sincerely, Hotel Management 

Business response:

Dear Robert, thank you for taking the time to share feedback. We are truly sorry your visit was not the positive experience you deserve. We never want a guest to leave with a contrary opinion, and if given the opportunity, we would have taken measures to address every concern while you were staying with us. We hope you will consider giving us another chance to provide you with the hospitality and accommodations you deserve every time you choose us. Sincerely, Hotel Management 

Business response:

Dear Lechi, we are very disappointed that we did not meet your expectations during your visit. Our team strives to ensure each guest has a pleasant stay, so we apologize that this was not your experience. We appreciate you sharing these details and are very grateful for your patience. We hope you will stay with us again so we can show you the hospitality you deserve. Sincerely, Hotel Management 

Business response:

Dear Cindy, thank you for taking the time to give us feedback on your recent stay. Even though our guest rooms are smoke-free, we occasionally have violations of this rule. We take these incidents seriously, and we thank you for bringing this to our attention. We apologize for the inconvenience this caused. We appreciate your feedback and hope to have the opportunity to welcome you back to our hotel. Sincerely, Hotel Management