Extended Stay America Select Suites - Richmond - Innsbrook

Business response:

Thank you for rating your nice experience at Extended Stay America. It’s always our attempt to provide a comfortable stay for each guest, and we are glad to see we accomplished this while you were here. We hope to be your hotel of choice whenever you are back in this area. Sincerely, Hotel Management 

Business response:

Thank you for being our guest and for taking time to review your experience at Extended Stay America. It's so nice to know you found your suite comfortable and you were pleased with the exceptional service from our staff. We work hard to provide high levels of service, so we will share your compliments with the team to let them know their efforts are appreciated. Thank you for choosing our hotel, and we look forward to welcoming you back soon. Sincerely, Hotel Management 

Business response:

Jennifer, thank you for selecting Extended Stay America for your visit and for sharing your comments. Our team was so pleased to learn you enjoyed your stay, found your suite comfortable and the staff friendly & professional. We look forward to seeing you again in the future! Sincerely, Hotel Management 

Business response:

Thank you for being our guest at Extended Stay America. We're glad to know overall you had a pleasant time with us, but we're sorry for not meeting some of your expectations. Please know every room has a full-size refrigerator which includes ice trays for our guests’ convenience, and that is why we do not have the ice machine on the floors. We hope to have the pleasure of hosting you again. Sincerely, Hotel Management 

Business response:

Eric, thanks for reviewing us online. We are delighted to read you had a great stay at Extended Stay America and that our offerings were to your satisfaction. However, we apologize for the inconvenience you had at the time of your check-in. Your constructive feedback is appreciated, and we hope you will come back to see us soon. Sincerely, Hotel Management 

Business response:

Tina, thank you for your review. We apologize that we fell short of your expectations when it came to our complimentary grab-and-go breakfast. We will make note of your feedback as we plan our breakfast offerings. Please note, as we have refrigerators in all our rooms which includes ice trays for your convenience, we do not have ice machines on our property. We hope you will give us an opportunity to make this up to you on a future stay. Sincerely, Hotel Management 

Business response:

Thanks for sharing your wonderful rating about your experience at the Extended Stay America. We are happy to see your stay with us was perfect in all the ways and hope we have the pleasure of hosting you again soon. Sincerely, Hotel Management 

Business response:

Anne, we sincerely apologize for falling short of your expectations for a hassle-free and enjoyable stay. Your feedback regarding lack of kitchenware and the breakfast offerings is shared with the appropriate individuals in an effort to provide better guest experiences going forward. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the future. Sincerely, Hotel Management 

Business response:

Adam, we appreciate your gracious rating about your stay at Extended Stay America. It means a lot for us to learn that we were on par with your expectations. Thank you for being our guest, and we look forward to your future visit. Sincerely, Hotel Management