Extended Stay America Select Suites - Orlando - Airport

Business response:

Dear Keiron, Thank you for your feedback. We sincerely apologize for the unacceptable conditions you encountered during your stay. Finding marijuana crumbs and a dirty bathroom is far below our standards, and we regret the distress this caused. Additionally, we are very concerned about the safety issue you mentioned in the parking lot. We are taking immediate steps to address these problems with our housekeeping and security teams to ensure such incidents do not happen again. We hope you will consider giving us another chanc... read more

Business response:

Dear Gina, Thank you for staying with us. We understand our guests have multiple hotel choices, so our mission is to provide clean, comfortable suites at an affordable price so guests will want to return. The cleanliness and room conditions you describe are unacceptable and not representative of our quality standards. Our pest control provider services the hotel regularly, and we will ensure procedures are being followed to prevent any future issues. We will address these issues appropriately with our team, and we are gratef... read more

Business response:

DearPatricia, Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced regarding our service and concerns about safety. Ensuring the safety and comfort of our guests is our top priority, and we take all feedback seriously. Please rest assured that we are addressing these issues internally to improve our standards and procedures. Your feedback is invaluable as it helps us to continually enhance our services. We hope you will consider giving us another opportunity to provide you... read more

Business response:

Dear Julio, Thank you for staying with us and informing us about the issues you encountered with the smoke smell. Our hotel policy prohibits smoking in certain areas of the property, so we appreciate you letting us know so we can address it appropriately. We appreciate your review and are very sorry for the delay you experienced during the check-in and Check-out process. Your satisfaction is important to us, and we're committed to ensuring this is not a recurring issue as we always strive to enhance our overall guest experie... read more

Business response:

Dear Angel, We are grateful for taking the time to share your recent experience at our hotel. We want to reassure you we do everything possible to discourage the entrance of outside insects mentioned. Our pest control provider does service our hotel on a routine basis. However, we will address this with them to ensure they do everything to prevent future issues. We regret the frustrations you experienced, and we are very grateful for your patience. Thank you for choosing us and for taking the time to leave your feedback. We ... read more

Business response:

Dear Lourdes, We are deeply sorry to hear about your disappointing experience during your brief stay. Your safety and comfort are our utmost priorities, and it is disheartening to learn that we fell short of meeting your expectations. We apologize for any inconvenience caused by the lack of cleanliness and the unavailability of staff during the check-in and check-out process. Your feedback is invaluable, and we will address these concerns promptly to ensure improvements in our services and facilities. We understand your conc... read more

Business response:

Dear Louis, We are truly sorry that your first experience at our property did not meet your expectations. We understand how important it is to provide a positive and memorable stay for our guests, and we apologize for any shortcomings you encountered during your visit. Your feedback is invaluable, and we will use it to make necessary improvements to enhance our services. We hope you will reconsider and give us another opportunity to exceed your expectations in the future. Thank you for bringing your concerns to our attention... read more