Extended Stay America Select Suites - Louisville - Airport

Business response:

Dear Nicole, Thank you for bringing this to our attention. We apologize for the inconvenience you experienced with the check-in and billing issues. We understand how frustrating this must have been, and your concerns are important to us. We have corrected the virtual card issues, and the charges were refunded on Monday morning. It should be reflected on your account as well. We appreciate your understanding and hope to provide a more seamless experience on your next visit. Sincerely, Hotel Management 

Business response:

Dear Juan, Thank you for your feedback. We’re glad to hear that our staff provided friendly service during your stay. However, we apologize for the lack of follow-up regarding the cleanliness of your room and the pest issue you encountered. This experience is not reflective of our standards, and your concerns will be addressed with our team to ensure prompt action in the future. We appreciate your input and hope to have the opportunity to improve your experience. Sincerely, Hotel Management 

Business response:

Dear Kevin, Thank you for the review of your experience at our hotel. We appreciate your positive comments on the cleanliness of our rooms. However, we apologize for any inconvenience regarding the room size and amenities. Your insights are valuable as we continually strive to improve our services and offerings. We hope you’ll consider staying with us again in the future for a more satisfactory stay. Sincerely, Hotel Management 

Business response:

Dear Smith, We sincerely apologize for your recent experience and appreciate your feedback. It's concerning to hear about your discomfort with the smell and the issues you encountered with the elevator. Please rest assured that guest safety is paramount; we take such concerns very seriously. We will immediately check the elevator situation and address any maintenance issues to ensure our facilities meet the highest standards of safety and comfort. Your comments are invaluable as they help us identify areas for improvement. W... read more

Business response:

Dear Francesca, We apologize for the dissatisfaction you experienced during your stay. Your feedback is concerning, and we regret if issues impacted your entire visit. We strive to provide a positive experience from check-in to check-out, and it's disappointing to hear we fell short of this goal. Your comments have been shared with our team for immediate review and improvement. Please accept our sincerest apologies for any inconvenience caused. We value your feedback as it helps us to enhance our services. We hope to meet yo... read more

Business response:

Dear Zachariah, We apologize for the inconvenience you experienced regarding our policy requirements. This is a standard procedure to ensure the safety and security of all our guests. We understand your frustration and regret any disturbances caused. Your patience and understanding is appreciated. We value your input and hope to provide a more positive experience. Sincerely, Hotel Management 

Business response:

Dear Santiago, We appreciate your feedback and are pleased to hear that you found our location convenient and our staff attentive. However, we apologize for the cleanliness issues you encountered in your room. This is not reflective of our standards, and we understand the disappointment it caused. Rest assured, we are addressing this matter with our housekeeping team to ensure such oversights are not repeated. Your comfort is important to us, and we hope to have the opportunity to provide you with a more enjoyable stay in th... read more