Extended Stay America - San Jose - Santa Clara

Business response:

Dear Guest, We have taken note of your observations regarding the need to update and renovate, and we are currently having the same conversation with our brand leaders. In the meantime, our staff is committed to keeping our property clean, fresh, and up-to-date throughout our hotel. We sincerely apologize for the inconvenience you faced during check-in due to the long wait. Please know that this differs from the standard of service we strive to provide. Thank you again for sharing your sincere observations, and we hope to we... read more

Business response:

Dear Bruce W, Honest reviews such as yours help us as we continuously focus on improving our services for our guests, and we sincerely apologize for the maintenance issues in your suite. We must follow the processes to ensure each guest suite is well maintained. Additionally, we are responsible for placing a suite in an out-of-order status when it does not meet our standards. Our guests deserve a well-maintained and comfortable suite while staying with us. We will investigate this issue with our maintenance team. Thank you f... read more

Business response:

Dear Salwa, Thank you for your recent stay at our hotel. Although we always intend to provide our guests with a pleasing environment, we genuinely apologize for your experience. We noted your feedback, which will be shared with the appropriate individuals. We regret the inconvenience and hope you will give us another chance to provide you with a better experience.Sincerely,Hotel Management 

Business response:

Dear Dan, Thank you for taking the time to share feedback about your recent stay. 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. We are taking steps to improve our housekeeping procedures and ensure this doesn't happen again. We would love to show you our progress on your next visit.Sincerely,Hotel Management 

Business response:

Dear Ajay, We are disheartened to see your comment as this is far from what we want our guests to experience. Our promise to our guests includes a commitment to providing a clean and well-maintained environment, and we are very sorry that did not happen when you were here. We are very concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. We hope you will give us another opportunity so we can leave you with a much better impression on your next visit. Sin... read more