Extended Stay America - San Jose - Milpitas - McCarthy Ranch

Business response:

Dear Kelly,We sincerely apologize for the discomfort you experienced during your stay. The presence of pests is certainly not acceptable, and we take this issue very seriously. Your experience does not reflect the high standards we aim to uphold, and we regret that this occurred during your visit. Rest assured, we will address this with our team to ensure this is resolved and the building is thoroughly inspected. Thank you for bringing this matter to our attention. We would like the opportunity to serve you better in the fut... read more

Business response:

Dear Da,Thank you for taking the time to share your feedback. We’re happy to hear that the other aspects of your stay were satisfactory. However, we regret that the WiFi did not meet your expectations. We understand how essential a reliable internet connection is, especially for guests who need to stay connected. We’ll address this concern with the team to ensure improvements are made. Reviews such as yours are invaluable to our hotel as we continuously strive to improve our guest experience. Thank you again, and we look for... read more

Business response:

Dear Jonathan,Thank you for your feedback regarding your recent stay. We sincerely regret that your experience did not meet your expectations. Cleanliness and guest comfort are top priorities for us, and we are actively addressing your concerns with our housekeeping team to ensure improvements are made. We aim to provide a welcoming environment, and we appreciate your comments as they help us strive for better service. We would love the opportunity to regain your trust in the future.Sincerely,Hotel Management 

Business response:

Dear Sheena,We sincerely apologize for the way the situation was handled. It’s important to us that our guests feel valued and respected, and we regret that our team did not meet these expectations. We will be addressing the issues you raised with our staff to ensure better service in the future. As for the dishes, we do keep kitchenware at the front desk to ensure cleanliness for all our guests, and we will make sure our team communicates this more clearly. We understand how inconvenient it must have been not to have a phon... read more

Business response:

Dear Elizabeth,We’re sorry to learn that your experience didn’t meet your expectations. Providing a quality stay is always our priority, and your feedback helps us identify areas where we can improve. We’re committed to making changes to enhance the guest experience. Thank you again for choosing our hotel for your stay. We hope you will give us another occasion to exceed your expectations during a future visit.Sincerely,Hotel Management