Extended Stay America Select Suites - Atlanta - Cumberland Mall

Business response:

Please accept our sincerest apologies for the service and cleanliness issue you encountered and regret your stay was not a pleasant one. Your feedback has been shared with the housekeeping team to be more diligent moving ahead. Even, Our pest control provider has serviced the hotel, and we are working to ensure procedures are being followed to prevent future infestation. Also, your comments will be shared with our front desk team as well so that such issues are never repeated. We hope you will consider giving us another chan... read more

Business response:

We are disheartened to read your review. Please accept our sincere apology for the problems you encountered. We aim to exceed all our guests' expectations - especially the cleanliness of our facility - so we are sorry that this was not your experience. We will be more diligent following established protocol so we do not repeat what you experienced. Also, your review has been shared with our maintenance team to review and rectify the issue you had in your bathroom immediately. We hope you will consider giving us a chance in t... read more

Business response:

Belinda, thank you for your review. We are so sorry for not being able to accommodate you at our hotel and that you were unaware of some of our policies which became a huge inconvenience for you. We apologize even more on behalf of our associates who were not accommodating to your requests. Your comments have been discussed with the team, and we are reviewing our procedures now so this does not happen again. We know our staff genuinely cares about providing an enjoyable stay for all of our guests so this incident is not a re... read more

Business response:

Thank you for taking the time to post a review. We sincerely apologize for the cleanliness issues you experienced, as well as the fact that we did not completely address these to your total satisfaction. We have procedures in place to keep such mistakes from happening, and these procedures will be reviewed with our housekeeping team to make sure they are being followed each and every time a room is cleaned. We can absolutely do better, so we hope you will give us an opportunity in the future to provide the service and hospit... read more

Business response:

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 are disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectations. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management 

Business response:

Lewis, thank you for taking the time to evaluate your visit. We apologize for the smoke smell you experienced in your room. Please know we are a non-smoking hotel, but on a rare occasion, a guest does not comply. We appreciate you bringing this to our attention so we can address it right away. We hope this unfortunate situation will not prevent you from staying with us again. Sincerely, Hotel Management 

Business response:

We were disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management