Extended Stay America - San Diego - Sorrento Mesa

Business response:

Thank you for being our guest. We are sorry for the issues you encountered in your room and regret the inconvenience caused. We have alerted our service provider, and we are working to ensure we have the proper connectivity throughout the hotel. Also, our maintenance team is checking the water temperature. Kindly note, we have a full-size refrigerator with ice trays for guests’ convenience in every room, and therefore, we do not have ice machines. Please give us another chance so we can make it up to you. Sincerely, Hotel Ma... read more

Business response:

Thank you for staying with us and leaving your review. We are sorry for the cleanliness issues you faced in your room. Your feedback has been relayed to our housekeeping team, and we will make sure steps are taken so this doesn't happen again. We regret also learning that our front desk staff member was not available during the time mentioned. We will look into what transpired, so this lapse in service is not repeated. We are grateful for your patience and hope you will revisit us on your next visit to the area. Sincerely, H... read more

Business response:

Thank you for your review. We are sorry you did not experience our staff at their best. We have followed up with our team to make sure we do not disappoint you in the future. We hope you will give us another chance to show you our commitment to outstanding service. We also apologize for the odor you experienced in your suite. Your feedback will be shared with our housekeeping team for review and action. We hope you will consider giving us a second chance to provide the hospitality you should always expect from us. Sincerely,... read more

Business response:

Thank you for your review. We are sorry for the reservation issues you encountered and for the difficulty you faced at check-in. We are reviewing this situation to see what went wrong so we can avoid this in the future. We are also sorry for your disappointment with our housekeeping policy. We do appreciate your observations and concerns, and we have taken note of both. We hope you and your mother will consider giving us a second chance to provide the hospitality you should always expect from us. Sincerely, Hotel Management 

Business response:

Thank you for staying at our hotel. We apologize for not accommodating you with the room of your choice and regret the inconvenience it caused. We failed you in the most basic of ways by not providing a clean and fresh guest room, and for that, we are sorry. We have asked our housekeeping staff to make sure this room receives a deep clean. Also, your concerns regarding the maintenance issue have been shared with the appropriate team to fix it immediately. We value your feedback and truly hope you will consider and us a chanc... read more

Business response:

Thank you for being our guest. We are sorry for the disappointing stay you had at our hotel and regret the housekeeping and maintenance issues you encountered. We have taken note of your feedback and have shared it with the appropriate teams so that we can improve our service and facilities going forward. Please know, 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 you this service at your request for a min... read more

Business response:

We are sorry to learn about your disappointment with your room and our breakfast. Please be assured that we are taking steps to ensure we are well poised to serve you better during your next stay. We will also make a note of your feedback about our breakfast offerings as we plan any changes to it. We hope you will give us another chance to prove ourselves on a future visit. Sincerely, Hotel Management 

Business response:

Dear Valued Guest, Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed. Sincerely, Hotel Management