Extended Stay America - San Jose - Morgan Hill

Business response:

Dear Guest,We're sorry to learn that there were concerns regarding smoke during your stay. We take cleanliness and comfort seriously, and it's important to us that all our guests feel at ease. We'll make sure to look into this issue and take the necessary steps to ensure a more pleasant environment moving forward. We appreciate your feedback and the chance to improve. We would like the opportunity to serve you better in the future and hope you will consider a return visit.Sincerely,Hotel Management 

Business response:

Dear Guest,We’re sorry the experience left you feeling uneasy. While there may not be visible personnel at all times, measures are in place to help maintain a secure environment for all guests. That said, we recognize the importance of helping guests feel reassured throughout their stay, and we’ll be reviewing how we can better communicate those efforts. Thank you for sharing your concerns with us. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank you again.Sincer... read more

Business response:

Dear Guest,We're glad you chose to stay with us, though we're sorry the breakfast offering didn't match your expectations. Our grab-and-go selection is designed for convenience, but we understand how disappointing it can be when the experience doesn't align with what was anticipated. Your comments are appreciated and will be shared with our team as we continue to evaluate how we can better meet our guests' needs. We hope to have the opportunity to make your next stay with us outstanding in every respect.Sincerely,Hotel Manag... read more

Business response:

Dear Guest,We sincerely apologize for the distressing experience you encountered during your stay. Navigating a temporary stay while your home is undergoing renovations can be difficult, and we regret that your time with us added more stress. The lack of clear communication regarding your reservation extension and how you were spoken does not reflect the standards we aim to provide. Every guest deserves a respectful and solution-focused interaction with their concerns. We take your concerns seriously and will address them in... read more

Business response:

Dear James, We sincerely apologize that your experience did not meet expectations. Your feedback is important, and we regret any inconvenience caused by the facility's condition. Providing a clean and well-maintained environment is a priority, and we are actively working on improvements. We appreciate your comments and hope for the opportunity to offer you a better experience in the future. Sincerely, Hotel Management