Extended Stay America - San Jose - Milpitas - McCarthy Ranch

Business response:

Dear Guest, Thank you for sharing your experience. We’re very sorry that the room was not in the condition it should have been and that you needed to clean it yourself. That’s not the level of care we aim to provide, and we understand how frustrating that must have been. We take your feedback seriously and are addressing this with our team to prevent it from happening again. Please accept our apologies, and we hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management 

Business response:

Dear Guest,We're very sorry for the conditions you encountered during your stay. Situations like this fall far below the standards we aim to maintain. We will ensure our team addresses your feedback with our housekeeping and pest control to ensure corrective actions are taken. While we regret that your experience led to an early checkout, we appreciate you giving us the chance to host you. We do hope you will stay with us another time so we can provide you with a much more satisfying experience.Sincerely,Hotel Management 

Business response:

Dear Guest,Thank you for taking the time to share your experience. While we’re glad to know a couple of our team members were helpful during your stay, we’re sorry you encountered service that didn’t reflect the level of care we aim to provide. Your feedback about the amenities and overall experience is appreciated, and we’ll use it to guide our efforts to improve. We do hope you will stay with us another time so we can provide you with a much more satisfying experience.Sincerely,Hotel Management 

Business response:

Dear Guest,We're sorry your stay was so upsetting. An experience that leaves a guest feeling this way is not something we take lightly. The comfort, cleanliness, and responsiveness you expected should have been in place from the start, and we regret that we fell short in several areas. Your comments will be shared with our team to ensure better support for future guests. We appreciate you giving us the opportunity. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank... read more

Business response:

Dear Guest,We sincerely apologize for the disappointing experience you had during your stay. Cleanliness is a fundamental expectation, and we regret that your room was not prepared to the standard you deserved. We understand how frustrating it must have been to encounter these issues. Your feedback regarding pet-friendly accommodations and air filter maintenance is important, and we will be addressing this with our team to improve our cleaning procedures. Additionally, we regret that our breakfast offerings did not meet your... read more

Business response:

Dear Kailas,We’re sorry that our housekeeping service did not meet your expectations. A clean and comfortable stay is important, and we regret that the room was not serviced as often as you would have liked. Our extended-stay model follows a specific cleaning schedule, but we understand that longer periods without service can be frustrating. We appreciate your feedback and will share it with our team to ensure a better experience for our guests. We would like the opportunity to serve you better in the future and hope you wil... read more

Business response:

Dear Lamont,We’re sorry to learn that your experience left you feeling this way. Our goal is to create a welcoming and comfortable environment for all our guests, and it’s disappointing to know we missed the mark. Your feedback is important to us, and we’ll use it to make improvements where needed. We appreciate you sharing your thoughts. We do hope you will stay with us another time so we can provide you with a much more satisfying experience.Sincerely,Hotel Management