Extended Stay America Select Suites - Atlanta - Cumberland Mall

Business response:

Jennifer, thank you for taking the time to share your feedback. We are sorry for the inconvenience you experienced due to the issues you had with your guest room. We are a non-smoking hotel, but on a rare occasion, we do have violators of this rule. We appreciate you bringing this to our attention so we can address it right away. We will also share your comments with our housekeeping team regarding the cleanliness issues you encountered and make sure we prevent such reoccurrences. We hope you will return to experience our ho... read more

Business response:

Thank you for your review and for choosing our hotel. We certainly apologize for the issues you encountered with your reservation which led to your disappointing stay. If you made a reservation through a third party, prepaid booking site, you must make financial inquiries through them. We recommend that you contact them directly for the resolution regarding your billing concerns. We appreciate your patience, and we hope you will allow us another opportunity to host you in the future. Sincerely, Hotel Management 

Business response:

We sincerely apologize for the situation you described. You are absolutely correct to expect a comfortable, clean environment when staying with us. Although we treat regularly, to uphold our company's high standards, we have contacted our pest control provider to address the issue as quickly as possible. Thank you for bringing this to our attention. We work hard to make our guests happy, and we obviously failed in this case. Hopefully you will consider us as your hotel of choice if you are in the area again. Sincerely, Hotel... read more

Business response:

Norma, thank you for choosing our hotel for your recent lodging needs. It is certainly disappointing to hear about your experience as we truly take pride in our guest service efforts. We have shared your comments with our entire staff to ensure our focus remains on exceptional service. The entire team would love for you to experience our hotel the way you should have on this visit. We hope you will give us another chance to welcome you back soon. Sincerely, Hotel Management 

Business response:

Thank you, Aleris, for choosing to stay at our hotel. We are disappointed to hear you had an unpleasant experience. We understand the frustration you must have felt upon not having well-maintained accommodations. We wish we would have had an opportunity to make this right for you while you were here so your stay would have been enjoyable. We have shared your comments with our housekeeping and maintenance team to ensure future guests do not experience the same. We hope you will give us the opportunity to host you again. Since... read more

Business response:

Thank you for taking the time to give us feedback on your recent stay. Even though our guest rooms are smoke-free, we occasionally have violations of this rule. We take these incidents seriously, and we thank you for bringing this to our attention. We are happy that our hospitality and other outstanding features helped make this a pleasant experience for you. We hope to welcome you back in the future. Sincerely, Hotel Management