Extended Stay America - San Jose - Edenvale - North

Business response:

Dear Guest, We are truly sorry to hear that your experience was disappointing and did not meet your expectations. This is certainly not the level of service and comfort we strive to provide to our guests. We regret any inconvenience or discomfort you may have faced during your stay. Your comments have been taken seriously and shared with our management team for review and necessary improvements. We appreciate your honesty and the opportunity to learn from your experience. We hope to have the chance to provide you with a much... read more

Business response:

Dear Guest, We sincerely apologize for the distress caused by your experience, as this is not reflective of our standards.We follow the most rigorous industry standards regarding the cleanliness and pest control of our rooms, but the room you occupy will be professionally inspected and treated as a precaution. Your feedback helps us identify areas for improvement, and we appreciate the opportunity to address them. The comfort, safety, and well-being of our guests remain our top priorities. We truly appreciate your feedback, ... read more

Business response:

Dear Guest, We sincerely apologize that your experience with our customer service did not meet your expectations. This is not the level of service we strive to provide, and we understand how important courteous and attentive service is to our guests. Please be assured that your comments have been shared with our team for review and improvement. Your feedback is very important to us as we continue to enhance our guest experience. We hope to have the opportunity to provide you with a much better stay in the future. Sincerely, ... read more

Business response:

Dear Guest, We’re sorry to learn that your stay did not meet expectations. It is concerning to hear that the condition of the flooring and bathing area created an impression of insufficient cleanliness, which understandably would be very unsettling. We also regret that the elevator being out of service and the hallway environment, including waste storage, detracted from the overall sense of comfort and upkeep during your visit. Such combined concerns can significantly affect confidence in the overall environment, and your co... read more

Business response:

Dear Guest, Thank you for bringing this to our attention. We regret the inconvenience caused by the elevator and understand how that can impact ease of access during a stay. Your comment regarding its condition has been noted and shared with our team so it can be properly addressed. Maintaining clean and fully functioning facilities remains important to us, and we hope you will consider giving us another opportunity to provide a better experience. Sincerely, Hotel Management 

Business response:

Dear Guest, We sincerely apologize for the frustration caused by the elevator being out of service, the absence of kitchen items, and the lack of follow-up after multiple attempts to seek assistance. We understand how disappointing this experience has been, and it does not reflect the level of communication we strive to provide. Kitchenware is available upon request at the front desk, but we acknowledge that this may not have been clearly communicated. Furthermore, we note your concerns regarding unreturned calls, as timelyr... read more

Business response:

Dear Guest, Please accept our apologies for not meeting your expectations during your visit. Our goal is always the comfort and satisfaction of our guests, and we regret missing any opportunities to make your visit as seamless and memorable as you deserve. We hope you will consider giving us another chance to provide a stay that feels far more comfortable and better aligned with your expectations. Sincerely, Hotel Management