Extended Stay America - San Jose - Downtown

Business response:

Dear Manuel, We’re sorry for the concerning experience you and your wife encountered. The safety and well-being of every guest come first, and what you described is unacceptable. We understand that our hotels often serve a wide range of guests, but no one should ever feel uncomfortable, especially on the property grounds. Your feedback highlights serious concerns that require urgent attention, and we will ensure our team takes the necessary steps to prevent this from happening again. We are committed to providing outstanding... read more

Business response:

Dear Jordan, We’re sorry your stay didn’t meet your expectations. We always aim to provide a more positive and comfortable experience, and we regret that we missed the mark during your visit. Your feedback is important to us, and we’ll be using it to help improve the guest experience moving forward. We hope to have the chance to welcome you back so we can provide you with the flawless experience you deserve. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for taking the time to share such detailed feedback. We're truly sorry that your visit left you feeling uncomfortable and let down. While we strive to create a safe and welcoming environment for all guests, it's clear that your experience fell far short of that goal. We understand your concerns and regret the distress this caused your family. We're committed to addressing these issues and ensuring that every guest receives the highest level of service and care. Your feedback will aid us in making necess... read more

Business response:

Dear Guest, We regret to hear that your visit was disrupted by noise concerns during your stay. Please accept our sincere apologies for the disturbance you experienced, as providing a restful environment for all guests is a priority. We appreciate your feedback and will review this matter with our team to ensure a better atmosphere in the future. We hope to welcome you again under improved circumstances.Sincerely,Hotel Management 

Business response:

Dear Guest,We are deeply concerned to hear about your experience and want to express our sincere apologies for the unsettling situation you encountered. The safety and well-being of all our guests, especially children, are of utmost importance, and we take matters like this seriously. While we strive to maintain a peaceful environment for everyone, we regret that your stay was affected in this manner. We will review your feedback and continue to work diligently to ensure a safer and more comfortable experience for all guests... read more

Business response:

Dear Guest,We’re sorry if the surroundings made you feel uncomfortable during your stay. While we can’t always control the activity in public areas near the property, we work closely with our team to maintain a welcoming environment for our guests. We also take additional steps to ensure that the hotel remains monitored and well-maintained. We appreciate you giving us the opportunity to host you and will continue working to create a more comfortable experience for everyone who visits. We would like the opportunity to serve y... read more

Business response:

Dear Guest,We sincerely apologize for any concerns you may have had during your stay. The comfort and well-being of our guests are extremely important to us, and we take reports of pests seriously. Our team follows strict cleaning protocols and works with professional pest control services, and we will ensure our rooms are thoroughly inspected and treated as needed. We appreciate your feedback and remain committed to maintaining a clean and comfortable environment for all guests. We hope you will return so we can provide you... read more