Extended Stay America - San Ramon - Bishop Ranch - West

Business response:

We are truly sorry that we did not live up to the standards that you expected from us. We have taken note of the issues you outlined and will be working with our team to improve these areas. We are committed to providing you with the best accommodations and service, so we apologize that we fell short during this visit. We hope to have the opportunity to redeem ourselves on a future date. Sincerely, Hotel Management 

Business response:

Winnie, please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. We hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

We truly care about ensuring the comfort of all our guests, so we apologize that we fell short and for the inconvenience you encountered while here. We take your feedback as a training tool to improve our services going forward. We would also like to say that, our housekeeping service is designed for long-term guests, offering minimal intrusion to their home-like stay, but we are happy to offer it to you at a minimal fee. We would like to regain your trust and hope to serve you again in the future. Sincerely, Hotel Manageme... read more

Business response:

Sep, we are sorry for the difficulties experienced at our front desk and for the behavior of our employee. We have shared your remarks with our team in effort to prevent anything like this from happening again. We assure you that the scenario you described does not reflect our standards. Thank you for staying with us and for your candid feedback. We hope you will allow us the opportunity to regain your trust. Sincerely, Hotel Management 

Business response:

We apologize for the service and maintenance issues you experienced while here and regret the inconvenience they caused. Your concerns have been shared with the respective teams to ensure this does not happen again. Thanks for your candid feedback, and we hope you will give us the chance to make it up to you. Sincerely, Hotel Management 

Business response:

Please accept our apologies for providing a less than perfect stay. Let me simply say we are all committed to making sure we don't repeat what you experienced. Thanks for your candid feedback, and we hope you will give us the chance to make it up to you. Sincerely, Hotel Management 

Business response:

Dan, we're sorry for the disappointing experience you had. After reading your review it seems our front desk personnel failed to communicate you about our kitchenware and breakfast policy. Please know our kitchenware is kept at the front desk to ensure its cleanliness, and it is available on request. Also, we would like to inform you that we follow grab-and-go breakfast policy. We apologize again for the maintenance issues you encountered. Your concerns have already been addressed to the team to ensure its rectification on a... read more

Business response:

We are sorry we missed meeting your expectations. We appreciate you sharing your feedback as it will help us better serve our guests. We hope you will consider choosing us again so that we can provide you with an improved experience. Sincerely, Hotel Management 

Business response:

Margaret, I apologize that we failed to provide you an exceptional stay. We are extremely sorry for the service issues and the inconvenience you had with your room. Your review will be shared with the concerned department heads so that corrective actions are taken immediately. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, General Manager