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Extended Stay America Select Suites - Cleveland - Mentor
- Hotels
- Mentor, OH
About this business
Location details
5650 Emerald Ct, Mentor, OH, 44060, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
the front desk is never onsite and there is no one to answer the phones. Our rooms was dirty and smelled like dogs.
Business response:
Dear Halie, Thank you for staying at our hotel and for sharing your concerns. Please accept our apologies for the inconvenience you experienced due to our staff not being responsive to your needs. We are genuinely sorry to read that the cleanliness and condition of your room did not meet our high standards. We will immediately address this issue with our team to ensure necessary changes are made to solve these problems. We are committed to providing outstanding service and hope to have another opportunity to show you the exc... read more
The property smelled of cigerette smoke. Also our room had a crushed bar of soap (unusable) and no shampoo. We had been training in the the woods for the prior 12 hours and were just getting to the room at 1:30 am. Just wanted shower and bed. Had to settle for rinsing off.
Business response:
Dear Debra, 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 thank you for bringing this to our attention. We have also noted your feedback regarding the bathroom amenities; we will share this with our housekeeping team to ensure this should not be repeated. We appreciate your comments and hope to have the opportunity to welcome you back to our hotel.Sincerely,Hotel Management
The room is DISGUSTING. Smells like smoke. Has cigarette burns on the bath tub, no soap, and poop smeared in the bathroom wall.
Business response:
Dear Shelley, thank you for being our guest and for the valued feedback. We are genuinely sorry for the cleanliness issues with your guest room and any oversight on our part. We understand how important it is to have a clean room and one that is also free of smoke. We have strict policies prohibiting smoking in some areas, so we appreciate you bringing this to our attention so we can address it appropriately. We hope you give us another chance to show you the outstanding stay you deserve and that we are known for providing.S... read more
Lack of personality at front desk and no one there to check us in at 8 PM when we checked in , We had to call on the phone to get someone to come to the desk. The room is nice just thought the desk clerk had no personality and there was no real comfortable feeling when we checked in .
Business response:
Dear Michael, Thank you for staying with us and providing feedback. We certainly apologize for your disappointment in not being available during check-in and for the lack of personality from our front desk staff. We always aim to maintain high standards of hospitality for every guest who walks into our door. So, we regret your experience was anything other than perfect. Your feedback is essential to us and has been shared with our front desk staff to ensure we are more representative of our standards to make our guests feel ... read more
Price was good Extreme bare bones place to stay
Business response:
Dear EDWARD, Thank you for taking the time to evaluate our hotel. Although we are pleased to know that you found us of great value considering the price, we are sorry if we failed to meet all your expectations. We want to reassure you that guest satisfaction is our top priority, and we will use your feedback to enhance our accommodations moving forward. We hope you will allow us the opportunity to welcome you back soon for a much-improved experience.Sincerely,Hotel Management
Key never opened. Had to book another hotel, staff was rude and helpless.
Business response:
Dear Javier, Thank you for letting us know about your stay. Learning about your issues with one of our staff members is very disappointing. Please accept our apologies. Our staff genuinely cares about providing an enjoyable stay to all our guests, and this incident does not reflect our usual service. Appropriate measures have been taken to ensure this is not repeated. Once more, we apologize for this unpleasant experience and hope you will consider returning so we can show you the hospitality you deserve. Sincerely,Hotel Man... read more
Floor very dirty in room . under bed was a empty plastic bottle and splatter dried from who flung it. light plugs not working. Didn’t get my senior discount. No ice machine . Beds very squeaky, and when asked for extra pillow they didn’t have. The night guy wasn’t very pleasant
Business response:
Dear Deborah, It is always our intention to keep our guests happy and make their stay comfortable. Please accept our apologies for your disappointment with the various concerns you mentioned. We understand that no words can change your experience, and we wish we could have done something to change it while you were here. Further, we will instruct our team to double-check the rooms before allocating them to the guest. We appreciate your observations and concerns, and we have taken note of both. We hope you will consider givin... read more
The front staff was terrible and was not helpful
Business response:
Dear Mike, Thank you for the honest evaluation of your stay. We are deeply sorry our front desk staff was not as responsive as they should have been in working to address your concerns. We always aim to follow up immediately and resolve everything to your total satisfaction. Therefore, we are genuinely disappointed this was your experience, and we will be more diligent going forward. We hope you will allow us to make it up to you on a future visit. Sincerely,Hotel Management
Frequently asked questions about Extended Stay America Select Suites - Cleveland - Mentor
How is Extended Stay America Select Suites - Cleveland - Mentor rated?
Extended Stay America Select Suites - Cleveland - Mentor has a 3.1 star rating with 902 reviews.
When is Extended Stay America Select Suites - Cleveland - Mentor open?
Extended Stay America Select Suites - Cleveland - Mentor is open now. It will close tomorrow at 12:00 a.m.