Extended Stay America - San Diego - Sorrento Mesa

Business response:

Dear Guest, Thank you for choosing Extended Stay America as your home away from home. We’re pleased to know that your stay matched your expectations and provided the comfort you were hoping for. We also appreciate you taking a moment to share your impressions with fellow travelers. It was a pleasure having you with us, and we look forward to welcoming you back on your next visit. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for sharing your feedback with us. We’re sorry to hear how unsettling it was to arrive and find the shower areas in both rooms below the standard of cleanliness you expected, and we apologize for the added frustration of the water temperature issue. You should never feel responsible for addressing these concerns yourself, and we regret that this disrupted your visit. Your comments are being reviewed with the relevant teams so we can address the underlying issues more thoughtfully. While we cannot change... read more

Business response:

Dear Guest, Thank you for staying with us and sharing your review. We’re glad to know the staff made a positive impression during your stay. We strive to ensure every guest feels valued and comfortable, and we apologize if we missed out on any opportunities to make your time with us a seamless, memorable experience you deserve. We appreciate your feedback and hope you will consider giving us another chance to deliver a more positive and enjoyable visit in the future. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for sharing your feedback with us. We are glad to hear that our team provided a welcoming and helpful experience during your stay. However, we apologize that the accommodations and breakfast offerings did not fully meet your expectations and understand how this may have affected your visit. Your comments have been shared with the appropriate teams to help improve guest comfort and communication regarding amenities. We appreciate your observations and hope you will allow us another opportunity to provide... read more

Business response:

Dear Guest, We’re grateful for your kind recognition of our team’s service and the upkeep of your room. Your comfort and satisfaction are important to us, and we will share your comments appropriately to enhance the experience for future guests. We appreciate your patience and hope to have the pleasure of hosting you again with an even more relaxing stay! Sincerely, Hotel Management 

Business response:

Dear Guest, We’re sorry to hear that several aspects of your stay did not meet expectations, including the condition and freshness of your room.. Our housekeeping service is scheduled weekly, but can be arranged upon request for shorter stays at a minimal fee, and we apologize if this was not clearly communicated at check-in. Similarly, basic in-room amenities are available at the front desk upon request. On a positive note, we’re delighted that our team made a welcoming impression, and your kind words about their helpfulnes... read more

Business response:

Dear Guest, We sincerely apologize that your recent stay did not reflect the quality and comfort we aim to provide. The condition of the bathroom you described falls short of our standards, and this has been shared with our housekeeping team for immediate attention. We understand how important cleanliness and upkeep are to a pleasant experience, and we regret that we failed to meet your expectations in this regard. Your feedback is invaluable as we work to ensure a more consistent and satisfying experience for all our guests... read more