Extended Stay America - San Jose - Edenvale - North

Business response:

Dear Guest, We apologize for the unpleasant experience you had during your recent stay. Discovering a cockroach in your room is certainly not the level of service we aim to provide. Our team takes cleanliness and guest comfort seriously, and we understand your concerns. We apologize for the inconvenience you faced when seeking a resolution at the front desk. We will address this internally to ensure better communication in the future. Please reach out to us directly at the hotel if you need further assistance. Your feedback ... read more

Business response:

Dear Tricia, Thank you for staying with us. We understand that our guests have plenty of options to choose from when it comes to hotels, so our primary goal is to provide clean, comfortable suites at an affordable price that will make our guests want to come back. We are genuinely sorry to read that the cleanliness and condition of your room did not meet our high standards. We will immediately address this issue with our team to ensure necessary changes are made to solve these problems. We hope that you will consider giving ... read more

Business response:

Dear Kaitlyn, We regret that we couldn't give you a better impression from the moment you arrived, and we apologize that our front desk team fell short of providing you with the excellent service we strive for daily. We have shared your feedback with our team and have taken measures to ensure this does not happen again. Moreover, we want to reassure you that we take our property's cleanliness and pest control very seriously and do our best to prevent insects' entrance into our suites. Still, we will inspect your room profess... read more

Business response:

Dear Feliciano, We regret that we couldn't give you a better impression of our hotel, and we apologize for the frustration caused by the mentioned issue. Please know that we take our property's cleanliness and pest control very seriously and do our best to prevent insects' entrance into our suites. Still, we will inspect your room professionally and treat it as a precaution. We are sorry that this issue compromised your plans with us, and we regret that you had to cancel with us. We hope you will consider staying with us aga... read more

Business response:

Dear Mary, Thank you for sharing your thoughts, and we appreciate your positive feedback regarding our associates. However, we are sorry that your room was not up to our usual standards of cleanliness and comfort. At our hotel, we strive to go above and beyond for our guests, so we're disappointed we fell short in your case. Please know that we are fully committed to ensuring that such issues do not recur in the future. We hope that you will give us another opportunity to provide you with a better experience in the future. W... read more

Business response:

Dear Diego, Thank you for being our guest and for taking the time to review your experience. Please accept our sincere apologies for the confusion with your reservations and for any inconvenience this must have caused. After a long travel day, we know how frustrating it can be to encounter an issue during check-in. We will address the problems and ensure similar matters do not happen again. It was a pleasure hosting your visit, and we hope to see you again soon. Sincerely,Hotel Management 

Business response:

Dear Nicole, We were sorry to read about your experience and apologize for the inconvenience caused. We assure you that we take great care to maintain the highest standards of cleanliness and pest control in all of our suites. However, as a precaution, we will have your room professionally inspected and treated. Thank you for bringing this to our attention; remedial steps within the concerned departments are underway to ensure future guests are not similarly impacted. We are sorry that this issue compromised your stay and re... read more