Extended Stay America - San Jose - Milpitas - McCarthy Ranch

Business response:

Dear Melinda,We sincerely apologize for the inconvenience caused by the heater and remote not working during your stay. We understand how important these amenities are for your comfort, and we regret that they did not meet your expectations. We will share your concerns with our maintenance team so they can address and resolve these issues. 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 

Business response:

Dear Guest, We are sorry about your negative experience. Your feedback is important to us, and we apologize for the significant discomfort and inconvenience you encountered. We will take appropriate action to prevent such incidents from happening again. We hope to have the opportunity to make amends and restore your faith in our hotel on your next visit to the city.Sincerely,Hotel Management 

Business response:

Dear Lilly, Thank you for reviewing our hotel. We are deeply sorry that our staff was not as responsive as they should have been in working to address your specific concerns. It is always our goal to follow up and resolve everything to your total satisfaction; therefore, we are disappointed this was not your experience. We are committed to providing outstanding service and hope to have another opportunity to show you the exceptional stay you deserve.Sincerely,Hotel Management 

Business response:

Dear Stephen,Thank you for taking the time to share your experience with us. We are glad to learn you enjoyed a smooth check-in experience, appreciated the functioning in-room amenities, and found the gym equipment in working order. However, we are sorry for not meeting some aspects of your stay to your expectations. We are looking into ways to address them to provide a more restful experience. We appreciate your feedback as it helps us continue improving our guest experience, and we hope to welcome you back for a better sta... read more

Business response:

Dear Andrew, Thank you for providing feedback regarding your recent stay with us. Our goal is to exceed our guests' expectations. Therefore, we want to extend our sincere apologies for not doing so in the areas you outlined. Your comments will be shared with our team and used as an opportunity to improve our guest experience. We look forward to another chance to regain your full trust. We wish you all the best with your travels.Sincerely,Hotel Management 

Business response:

Dear Miguel, Thank you for choosing us and sharing your comments. We apologize for not providing you with a good hotel experience. It is very understandable how these events detracted from a relaxing and seamless visit. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. Our housekeeping and maintenance team ... read more

Business response:

Dear Piyush, Thank you for your feedback. We apologize for the unpleasant smell in your room and any inconvenience caused by the housekeeping policy. Your suggestion for more frequent cleanings is appreciated, and we will consider it as we work to improve our services.Please know that we are addressing the odor issue to ensure a more comfortable experience for future guests. We hope you will consider staying with us again so we can provide you with a better stay.Sincerely,Hotel Management 

Business response:

Dear Rex, The situation you described regarding the noise disturbances you experienced is very disappointing. We are very sorry you could not have a quiet and relaxing stay. When made aware of these situations, our staff is trained to have appropriate conversations with our guests to resolve such issues. Please know that for a future visit, our front desk is always available to help make the most of your stay.Thank you for your feedback. We hope this did not overshadow your overall stay and that the rest of your visit was gr... read more