Extended Stay America Select Suites - Birmingham - Inverness

Business response:

Richard, please accept my apology for the inconvenience and less than favorable experience you had at our hotel. We would like to inform you that to ensure cleanliness of kitchenware upon check-in and as per our brand standards, these items are available at the front desk rather than leaving them in the room, and our team gladly delivers them upon request. We will remind our front desk to communicate this more clearly going forward. I hope you will return so we can make it up to you. Sincerely, General Manager 

Business response:

Jacquelyn, please accept our sincere apologies for not having your suite available when you arrived at our hotel. We certainly understand your frustration and regret the inconvenience this caused you. We occasionally have guests who stay over without prior notification, and this is what happened on the day of your arrival. While we made every effort to correct the matter prior to your arrival, we were unsuccessful and we apologize. We hope you will give us another opportunity, as we would love to make it up to you and provid... read more

Business response:

Your review for our hotel was recently brought to my attention. We appreciate the kind comments about the friendliness of our staff; however, please accept our most sincere apologies for the issues you shared about the cleanliness of the room. In response to your feedback, I am speaking to my staff to ensure that all of our guest experience accommodations that not only meet, but exceeds their expectations. Thank you for sharing your experience with us. We would love to have another chance to provide you with a better experie... read more

Business response:

Your review for our hotel was recently brought to my attention. I am so disappointed that you did not feel safe at our facility. Please accept my apology. In response to your feedback, I would like to speak with you about the issues that made you have concerns about the safety of our hotel. I am grateful for the feedback you provided so we are able to continually improve our hotel. It would be our pleasure to have you stay with us again in the future to show you our positive strides taken to enhance your experience with us. 

Business response:

You review recently caught my attention. I am disappointed and sorry to read your comment. This will be discussed with our staff to make sure we have protocols in place to handle such incident correctly. 

Business response:

Thank you for taking the time to write a review of your stay. The issues that you described are unacceptable, and I sincerely apologize for your experience. In response to your feedback, I am speaking with my staff to ensure that someone is available 24/7 for guest issues. Thank you very much for providing us with your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area. 

Business response:

Your review for our hotel was recently brought to my attention. I am so disappointed that the cleanliness of our rooms did not meet/exceed your expectations. Please accept my apology. As this hotel’s manager, I can assure you that I have spoken with my entire staff to ensure that all rooms meet/exceed all guest expectations to ensure your experience is not repeated. We continually work to improve our hotel, so I really appreciate you providing us with your feedback. We hope that you will give us the opportunity to provide yo... read more

Business response:

Thank you for your recent review of your stay. I sincerely apologize that we did not receive the fourth reservation that was made for your groups stay. If you have not already contacted Expedia about a full refund please do so and I will contact them as well to ensure that this situation is handled immediately. We continually work to improve our hotel, so I really appreciate you providing us with your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area. 

Business response:

Your review for our hotel was recently brought to my attention. I am sorry to hear that our customer service did not meet/exceed your expectations. In response to your feedback, I am speaking with my staff to ensure that every guest receives great customer service. I really appreciate you bringing this to our attention. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area.