Extended Stay America Select Suites - Louisville - Airport

Business response:

Dear Yuritzy, We are glad to hear that you appreciated the price and found our staff pleasant. However, we sincerely apologize for the issues you encountered with the cleanliness. We understand how important it is for guests to feel comfortable and for amenities to be well-maintained, and we regret that your experience did not meet expectations. Your comments have been shared with our housekeeping and maintenance teams to ensure rooms are thoroughly cleaned and inspected before guest arrival. We appreciate you bringing these... read more

Business response:

Dear Nantz, We’re sorry to hear about the frustration you experienced following your visit. We understand how concerning it can be when expectations around charges are unclear, and we regret any confusion this caused. Please note that deposit refunds are processed according to standard banking timelines and may take additional time to reflect, depending on the financial institution. Your feedback has been shared with the team to help improve communication and follow-up in situations like this. Meanwhile, please reach out to ... read more

Business response:

Dear Catrina, Thank you for sharing feedback about your recent stay. We know that a fresh, clean hotel sets the tone for a wonderful stay; therefore, we sincerely regret this was not your experience. Our hotel is committed to ensuring the cleanliness of all guest rooms, and we will address this issue promptly. Being a select hotel, our front desk team is available during the daytime and on call for after-hours. Considering our location, we hope you will return on your next visit to the area so we can show you our commitment ... read more

Business response:

Dear Tank, Thank you for staying with us and for taking the time to leave your comments. Please accept our apologies if our hotel was not spotless. Our housekeeping staff works hard; therefore, we regret not catching the concerns you described. We have shared your remarks and will use them as an opportunity to improve our guest experience. We hope you will revisit the next time you are in the area to show you our commitment to exceptional hospitality. Sincerely, Hotel Management 

Business response:

Dear Oleksandr, Thank you for your feedback. We regret any shortcomings in meeting your expectations and apologize for any inconvenience caused. Your feedback will be shared with both our housekeeping and maintenance teams for improvement. We appreciate you bringing this to our attention and hope you will consider giving us another opportunity to provide a much better stay. Sincerely, Hotel Management 

Business response:

Dear Simon, Thank you for taking the time to share your thoughts about our property. We are glad to note the positive aspects of your stay; however, we regret the inconvenience caused by the issues that fell short of your expectations. To ensure cleanliness for every guest, we keep the dishware at our front desk, and our team is happy to deliver it to the guest's suite. Your concerns have been noted and will be addressed with the team to ensure a better experience moving forward. Sincerely, Hotel Management 

Business response:

Dear Masa, We regret that your visit did not meet expectations and that availability assistance and room readiness caused frustration. At Select Suites, an on-call team member is available each night to handle urgent needs such as check-ins or key assistance. Guests can use the phone in the lobby entrance to reach an operator, who will quickly send our Night Attendant. Your experience is being shared with our team to help guide improvement. We hope for another opportunity to provide a more welcoming stay that reflects the se... read more

Business response:

Dear Lindsey, Thank you for sharing your feedback. We sincerely apologize for the unacceptable conditions you encountered during your stay. The concerns you mentioned are far below our standards, and we regret that these issues left such a negative impression. We are also disappointed to know that the lack of staff availability during your late check-in and the unpleasant odor in the hallway impacted your experience. Your comments have been escalated to our housekeeping, maintenance, and front desk teams for immediate correc... read more