Extended Stay America Select Suites - Phoenix - West

Business response:

Dear Guest, Thank you for taking the time to leave your comments. Please accept our apologies if your room was not spotless. Our housekeeping staff works hard; therefore, we regret not catching the concern you described with the cleanliness of your suite. We have shared your remarks and will use them as an opportunity to improve our guest experience. Considering this a rare incident, please revisit the next time you are in the area to show you our commitment to exceptional hospitality. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for bringing this to our attention. We sincerely apologize for the lack of hot water during your stay, and we understand how frustrating this must have been, especially when you were hoping to have a comfortable shower. This is not the standard of service we aim to provide, and we deeply regret that it was not addressed promptly. We will review this situation with our team to ensure that maintenance issues like this are handled in a more timely and efficient manner in the future. We appreciate your feed... read more

Business response:

Dear Daly, Please accept our apologies for not meeting your expectations during your visit. We want to reassure you we do everything possible to discourage the entrance of outside insects. Our pest control provider does service our hotel on a routine basis. However, we will address this with them to guarantee any future issues. We regret the frustrations you experienced, and we are very grateful for your patience. Thank you again; we hope you will give us a second chance to deliver the outstanding experience you should alway... read more

Business response:

Dear Leonardo, Thank you for taking the time to share your concerns. On behalf of our entire team, please accept our apologies for providing you with anything less than a pleasant experience. Please be assured our hotel maintains high levels of vigilance when it comes to pest control, and we perform regular inspections. Your comments will be shared with our team to ensure we are handling issues of this nature with care and empathy. We hope to have another opportunity to show you the outstanding visit you deserve on your next... read more

Business response:

Dear Juan, Thank you for being our guest. We are sorry for not providing you with a good hotel experience. It is very understandable how these events detracted from a relaxing and seamless visit. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. Please let us discuss this with the relevant team and find a r... read more

Business response:

Dear leilanie, Thank you for choosing us. Please accept our apologies if your room was not spotless. Our housekeeping staff works hard; therefore, we regret not catching the concerns you described. We have shared your remarks with the housekeeping team and will use them to improve our guest experience. Your comfort is our priority, and we truly regret that we did not meet your expectations. We appreciate your feedback, as it helps us make necessary improvements. Please consider giving us another chance in the future, and we’... read more

Business response:

Dear Edgar, Thank you for sharing your feedback, and we sincerely apologize for the issues you experienced. We take cleanliness and guest satisfaction very seriously, and it’s concerning to hear about the condition of your room upon arrival. Please know that this is not typical of our standards, and we will address this issue with our housekeeping and pest control team immediately. Our goal is to ensure all our guests have a positive experience, and we truly understand your frustration. Considering this a rare incident, we h... read more

Business response:

Dear Gilbert, We are sorry about the issues you experienced during your recent visit to our hotel. We understand your frustration regarding the concerns mentioned. This is not the experience we aim to provide, and we sincerely apologize for falling short of your expectations. Your feedback is taken seriously, and we will investigate this thoroughly. We will look at your financial concerns immediately and request that you reach out to the hotel directly for assistance. We value your business and hope to regain your trust in t... read more

Business response:

Dear Tracy, Thank you for sharing your feedback. We’re glad to hear that you found our staff to be wonderful. However, we sincerely apologize for the inconvenience you experienced with the toilet paper situation. While we offer a starter supply of basic essentials at the front desk, we encourage our guests to bring or purchase their preferred items for longer stays. We will address this with our team to ensure better communication and service moving forward. We hope to have the opportunity to improve your experience should y... read more