Extended Stay America - San Jose - Sunnyvale

Business response:

Dear Guest, Thank you for taking the time to share your experience. We sincerely regret that your visit did not meet your expectations, as providing a welcoming environment and attentive support is always a priority. Your feedback is invaluable in helping us identify areas where improvements can be made to enhance the comfort and convenience offered to our guests. We truly appreciate your comments and hope that you might consider giving us another opportunity in the future. It would be our pleasure to provide a stay that ref... read more

Business response:

Dear Guest, Thank you for sharing your feedback. We are sorry your stay did not meet your expectations, particularly regarding the kitchen, appliances, and the size and comfort of your room. We understand your concerns about the limited kitchen amenities and how they affected your experience. Feedback like yours is invaluable in helping us focus on improvements that matter most to our guests. We hope to provide a stay that is more comfortable and better suited to your needs in the future. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for staying with us and for sharing your observations. We regret that your accommodations did not meet your expectations, and we understand how unsettling it can be to encounter insects in the space. Your insights are invaluable, and we will share them with our team to ensure all rooms are properly cleaned and sanitized. We hope to have the opportunity to host you again and provide a more comfortable and enjoyable stay. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for sharing your feedback regarding your recent stay. We are concerned to learn that certain aspects of your room, including the restroom and the sofa bed, did not meet your expectations, as a clean and comfortable environment is essential for every guest. We also understand that having amenities such as shower gel and additional hangers readily available contributes to a more convenient stay. Your observations provide valuable insight into the guest experience, and we appreciate you bringing them to ou... read more

Business response:

Dear Guest, We sincerely apologize for the condition you described, including cleanliness issues, insects, and exposed electrical wires. This is far from our standards, and we take such safety-related feedback extremely seriously. Our maintenance and housekeeping teams have been notified to thoroughly address all areas mentioned. Your safety and comfort are our top priorities, and we regret that your experience fell short. We truly appreciate your feedback as it helps us improve, and we hope to welcome you back for a signifi... read more

Business response:

Dear Guest, We’re disappointed to hear that your visit did not reflect the standards we aim to deliver, and we appreciate you pointing out specific areas that need attention. Our team will review the concerns mentioned to ensure they are addressed promptly and thoroughly. We appreciate your patience and hope you’ll consider giving us another opportunity in the future to provide a far better experience. Sincerely, Hotel Management 

Business response:

Dear Guest, We are sorry to hear that your stay was disrupted by maintenance and noise concerns, and we understand how frustrating it must have been to deal with these issues during your visit. Your comments about cleanliness and key access have been shared with our team. We’re committed to ensuring our rooms and amenities meet the standards guests expect. We hope to have the privilege of hosting you again in the future, providing you with a flawless and memorable experience that reflects our commitment to excellence. Sincer... read more

Business response:

Dear Guest, Thank you for sharing your experience. It is concerning to hear that your room did not meet expectations and fell short of the cleanliness standards you anticipated. We understand how frustrating and disappointing this must have been, as a well-maintained space is central to a comfortable stay. Feedback like yours is invaluable, as it highlights areas that are most important to guests and encourages the team to remain attentive to maintaining high standards. Your comments are appreciated, and we hope there will b... read more

Business response:

Dear Guest, Thank you for sharing your experience. It is concerning to hear that your room did not meet expectations, particularly with cleanliness and issues affecting food storage and hot water. We understand how frustrating and uncomfortable these circumstances must have been, especially with limited nearby dining options. Feedback like yours is valuable, as it highlights areas that directly impact guest comfort and satisfaction. We understand that every detail matters, and we assure you that we are working to address the... read more