Extended Stay America - San Jose - Downtown

Business response:

Dear Daymond, Thank you for taking the time to share your review of our hotel. We pride ourselves on service excellence and aim to exceed our guests' expectations every visit. However, we failed to do so, and we apologize for any concerns that may have kept you from having an outstanding stay. We hope you will give us a second chance to deliver the type of experience you should always expect from our hotel. Sincerely,Hotel Management 

Business response:

Dear Guest, Thank you for sharing your review of our hotel. We pride ourselves on delivering an exceptional stay and aim to exceed our guests' expectations every visit. However, we failed to do so, and we apologize for any concerns that may have kept you from having an outstanding stay. We do hope you will stay with us another time so we can provide you with a much more enjoyable experience. Sincerely,Hotel Management 

Business response:

Veronica, Please accept our sincere apologies for the issues you experienced. Although we treat regularly, to uphold our company's high standards, we have contacted our pest control provider to address the problem as quickly as possible. Your comments have been shared with management for further review and improved coordination of our efforts. Please reach out to us at the hotel directly if you need any assistance. We want to regain your trust and hope to serve you again.Sincerely,Hotel Management 

Business response:

Dear Kim, Thank you for your feedback about your stay at our hotel. We apologize that our facility fell short of your standards. We have shared your comments with our team for future modernization plans for our hotel. Thank you again for sharing, and we hope to see you soon. Sincerely,Hotel Management 

Business response:

Dear David, thank you for being our guest. It is sad to read about your experience. Although we follow the most rigorous industry standards when it comes to the cleanliness and pest control of our rooms, the room you occupied will get a deep cleaning as a precaution. Also, we regret that you were not aware of our complimentary toiletries available at the front desk for our guests who need them including the hairdryers. Your feedback reminds us to be more clear in sharing the details at check-in. Please give me the opportunit... read more

Business response:

Dear Fernando, thank you for taking the time to share your review. We apologize for your room not being ready for occupancy and for any inconvenience caused by moving to a new one after your arrival. We have a responsibility to place a suite in an out-of-order status as necessary when it does not meet our standards. Our team must have overlooked this, and we will look into the situation further. Thank you for pointing out where we can make improvements; your feedback is well received. We hope this unfortunate incident will n... read more

Business response:

Dear Syed, thank you for taking the time to review our hotel. We were disappointed to read about the issues you encountered with your room, and we sincerely apologize for not meeting your expectations. This has been addressed, and we are very grateful for your patience. If your visit is not going as expected, we encourage you to reach out to anyone on our team so we can quickly and efficiently address your concerns as we want to create great experiences for all of our guests. Sincerely,Hotel Management