Extended Stay America - Santa Rosa - North

Business response:

Thank you for taking the time to tell us about your visit! We are happy your overall stay was good, but we want it to be perfect. We always want to exceed the expectations of our guests, and we genuinely apologize for not doing so during your time with us. Please note, kitchenware and blankets are available at the front desk as per the brand standard and are always complimentary. Thank you for choosing our hotel, and we hope you will give us another opportunity to welcome you for the perfect stay you deserve. Sincerely, Hot... read more

Business response:

Deborah, thank you for evaluating your stay. We apologize for the cleanliness issue you experienced in your room and the inconvenience it caused. We have asked our housekeeping staff to make sure this room receives a deep clean so that our future guests never experience the same problem. Thanks again, and we look forward to your next visit so that we can make it up to you. Sincerely, Hotel Management 

Business response:

Thank you for making us a part of your plans. We are glad our location was a perfect match for all of your needs and that you had an overall pleasant stay. Your feedback is shared with our housekeeping team to be more diligent going ahead. Since we are an extended stay property, our guests often bring their personal items like hair-dryers, toiletries, and other items but these are also available upon request at the front desk complimentarily. We hope to have another chance to deliver you with an exceptional experience. Sinc... read more

Business response:

Please accept our apology for not living up to your expectations during your visit. We regret that you were not happy with our complimentary grab-and-go breakfast offerings and for the odor issue you experienced in your room. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell. Your feedback is valuable as it will help us improve our facilities moving forward. We hope to have the opportunity to make it up to you at a future date. Sincerely, Hotel Management 

Business response:

Roger, thank you for being our guest at Extended Stay America and for sharing your feedback. We are glad to know you loved our ideal location, but regret the inconvenience caused during your stay. It was a pleasure hosting you here, and we look forward to seeing you again soon. Sincerely, Hotel Management 

Business response:

Thanks for the 5-star review of Extended Stay America. We are happy to know we exceeded your expectations for a wonderful stay and you were awed by our spectacular hospitality. Thanks once more for your positive comments, and we look forward to welcoming you again soon to your home away from home. Sincerely, Hotel Management 

Business response:

Thanks for evaluating your visit to our hotel. Although you liked certain aspects of our hotel, we apologize for the odor issue. Your experience is shared with our housekeeping department to do a deep cleaning of the rooms. We have strict policies where we prohibit smoking in some areas so we appreciate you bringing this to our attention as we can address it appropriately. It was a pleasure serving you, and we hope you’ll choose us again on your next trip to our area. Sincerely, Hotel Management 

Business response:

Thank you for choosing our hotel and for your rating. Our goal is to provide a great experience for our guests with clean, comfortable and well-maintained suites and excellent service, all in a safe environment. If there is anything we could have done to improve your experience, please let us know. Thanks again for your review, and we look forward to your next stay with us. Sincerely, Hotel Management 

Business response:

Chang-Yu, thank you for being our guest and for your wonderful feedback! Every team member here at Extended Stay America works hard to deliver a great guest experience, so we really appreciate you noticing their efforts. We hope you will visit us again the next time you are in the area. Sincerely, Hotel Management