Extended Stay America Select Suites - Atlanta - Cumberland Mall

Business response:

Thank you for posting a review of your recent stay. While we are happy you enjoyed your stay, we are sorry for not meeting your expectations with the condition of your suite. Please be assured we have shared your concern with the appropriate individuals to improve our guest experience. We encourage you to try us again in the near future. We are confident you will enjoy the exceptional stay you deserve. Sincerely, Hotel Management 

Business response:

Ryan, thank you for your review. We regret the issues you encountered with your reservation and that we were unable to accommodate you this time. Please be informed, if your reservation was made by a third party, prepaid booking site, you have to make financial inquiries through them only for the resolution regarding your billing concerns. Meanwhile, our front desk is always available to assist you in this process. We hope you will allow us another opportunity to serve you in the future. Sincerely, Hotel Management 

Business response:

Mini, thank you for your candid evaluation. We are sorry we did not provide you with the clean and comfortable suite that you deserved. We take the cleanliness of our rooms very seriously and steps are already underway to ensure that this does not occur again. We would appreciate the opportunity to make it up to you on a future visit. We are confident your experience will exceed the high standards that you have come to expect from our brand. Sincerely, Hotel Management 

Business response:

We want to thank you for the comments you provided about your experience at our property, and apologize for what was clearly an unsatisfactory stay. We work hard to provide the best and cleanest environment for all of our guests. This involves deep cleaning our rooms after our 4-legged guests stay or a long term guest stays so the suites will be allergen-free and fresh smelling for our guests. Although we do have suites which are designated for pets to minimize allergy issues for other guests, there are times we need to plac... read more

Business response:

Shawn, thank you for evaluating your stay at our hotel. We are sincerely sorry for the unpleasant acquaintance with one of our associates; this is unacceptable and we will ensure this is addressed on an immediate basis so such instances do not recur. We also apologize for the cleanliness oversights of the bed; we have shared this with our housekeeping team to make sure we are more diligent in our efforts going forward. Your feedback is valuable to us, and we hope you will choose us again so we can provide you with the perfec... read more

Business response:

Kiera, thank you for taking the time to share your comments. Our goal is to provide excellent service, so we truly apologize this was not your experience. Your concerns have been shared with the management team, and we are following up to determine where we went wrong and how we can enhance our service to our guests. Thank you once more for choosing us for your stay, and we hope you will give us a chance to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Darnell, thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management 

Business response:

Ryan, thank you for being a guest in our hotel. We were extremely sorry to read about your experience. We follow the most rigorous industry standards when it comes to the cleanliness and pest control of our rooms, but the room you occupied will be professionally inspected and treated. Thank you again for bringing this to our attention, and we hope to welcome you back soon. Sincerely, Hotel Management 

Business response:

Dear Guest, though we are confident this was an isolated incident, we take comments like yours seriously. As your review is anonymous, we would appreciate additional information to identify the room you occupied so we may properly investigate and follow up. It was our pleasure accommodating you, and we hope to have the opportunity to resolve your concern to your satisfaction. Sincerely, Hotel Management