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Extended Stay America - San Francisco - San Carlos
- Hotels
- San Carlos, CA
About this business
Location details
3 Circle Star Way, San Carlos, CA, 94070, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Business response:
On behalf of our entire team, we would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We hope you will consider giving us a second chance in the future so we can provide you with the superior hospitality you should always expect from us. Sincerely, Hotel Management
Too lengthy, but I wrote you extensively about my displeasure responding to your questions about check in. Please review.
Business response:
Thank you for evaluating your experience. We are sorry for the issues you encountered during check-in, and we apologize for this unpleasant experience. We realize the importance of a first impression, and this is not the impression our guests should have of our hotel. We hope to have the opportunity of making your next visit with us outstanding from the moment you enter. Sincerely, Hotel Management
Business response:
Julio, we sincerely apologize for not meeting your expectations which led to a disappointing stay. While it’s always our attempt to deliver a pleasant visit for every guest, sometimes we fall short. Please consider staying with us again for a much-improved experience the next time your travels bring you this way. Sincerely, Hotel Management
Disappointed The person at check in was very hard to understand (language barrier), I was not told beforehand that there was a $10.50 fee for parking, the continental breakfast was packaged muffins and that’s it. I will never stay here again.
Business response:
Jenifer, thanks for being our guest. We sincerely apologize for the difficulties you encountered while you were here and regret that we couldn’t deliver a perfect stay of your desire. Your feedback holds a lot of importance as it highlights areas of improvement, so it has been discussed with the concerned individuals in an effort to deliver better service and facilities to our guests moving forward. Counting on your kind generosity to accept our apology, we hope you will consider returning to our hotel on your next visit to ... read more
Gross - Dirty, Old and unsanitary Arrived - No parking for Guests - charged for parking REALLY! Room condition was DISGUSTING - looked as if someone had been sleeping in there - Seat up, Pee on rim and floor (yes, I wiped it up - it was pee). I slept on top of my bed, AFTER I placed a blanket I purchased elsewhere on top of old, stained, burned bedspread. The towels were frayed, old and in bad shape. I had requested a room away from the freeway - Nope - Freeway. So much caked on grime and dust in kitchen, would NEVER use it.... read more
Business response:
Thank you for being our guest. We are very disappointed to see that your feedback referenced the description of our hotel and your room as "filthy". Please accept our apologies for the inconvenience you encountered while you were here. Your feedback regarding cleanliness and the breakfast offerings is noted and will be discussed with appropriate individuals in our organization in an effort to improve our facilities going forward. It is never our intention to disappoint you in any way, and we hope you will give us a chance to... read more
The people were nice, the hotel was at best, an utter mess. We found dirty socks in our bed (not ours) AFTER we slept in it. So gross. Not only was the room not cleaned well, but our bed had hair, blood, & someones dirty socks in it. The blood, to be fair, was a small amount, like from a nick while shaving your legs. It doesn't matter, if you are paying for a room, you expect clean bedding at least. It was frustrating because we were staying prior to my daughter being treated at Stanford for health issues. This was an awful ... read more
Business response:
Nic, thanks for being our guest. We sincerely apologize for the cleanliness issue you encountered in your room while being here. We are sure this was a result of miscommunication between our Housekeeping and Front Office Departments since a suite should not be made available for occupancy until the cleaning process is complete. Your feedback is shared with the respective teams to be more diligent with their duties going forward. Please give us a chance to redeem ourselves on a future date. Sincerely, Hotel Management
And I book this hotel Expedia did not tell me that was a parking charge
Business response:
Thank you for staying with us and sharing your review. We are sorry about the issues you experienced due to the third party website. We hope the positive aspects of your visit will encourage you to choose us again in the future. Sincerely, Hotel Management
This should sum it up...the sheet had stains! The bed and pillows were ock hard, and the "kitchen" had no cups,silverware or plates you had to ask for them!?
Business response:
Thank you for being our guest. We are sorry you did not enjoy your stay, and we apologize for failing to live up to your expectations. Please know our brand standards require us to keep the kitchenware at the front desk to ensure cleanliness. We hope you will return so that we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management
No house keeping service The hotel was low on staff. Our room was not cleaned prior to the check in. The manager was friendly and changed the room for us. But! At the rate that we paid for, there is no housekeeping service! So we have to pay extra $10. Which is understandable. At the end of the day when we returned to the hotel, the room was not cleaned. The conditions of the room is VERY old and in bad shape. Do not trust the beautiful pictures on their profile.
Business response:
Thank you for your feedback. Please accept our apologies for being inattentive to your needs and for the unsatisfactory service you received during your stay. These issues have been addressed with our team to prevent them from occurring again. We appreciate your business and hope you will consider visiting us once more so we can provide you with the hospitality you should have experienced this time. Sincerely, Hotel Management
Frequently asked questions about Extended Stay America - San Francisco - San Carlos
How is Extended Stay America - San Francisco - San Carlos rated?
Extended Stay America - San Francisco - San Carlos has a 3.7 star rating with 2,036 reviews.
When is Extended Stay America - San Francisco - San Carlos open?
Extended Stay America - San Francisco - San Carlos is open now. It will close tomorrow at 12:00 a.m.