Extended Stay America Select Suites - Richmond - West End - I-64

Business response:

Dear Guest, Thank you for sharing your feedback regarding your recent stay. We are pleased to know the setting was convenient and suited your travel needs. However, we regret that other aspects of your experience did not meet expectations. Providing a comfortable and well-maintained environment is very important to us, and it is disappointing to learn this was not fully reflected during your visit. Your comments are valuable and will be shared with the appropriate team members for improvement. We appreciate you bringing this... read more

Business response:

Dear Guest, We’re very sorry to hear that your experience led you to leave before even settling into your room, and we regret that your visit left such a negative impression. We strive to provide a welcoming and comfortable environment from the moment our guests arrive, and we regret this was not your experience. Your feedback has been shared with our leadership team to ensure this is carefully reviewed and addressed. We hope you will consider giving us another opportunity to provide a more positive visit in the future. Sinc... read more

Business response:

Dear Guest, We’re sorry to hear about your experience during your stay. The lingering smell in a non-smoking room is not acceptable, and we regret that this impacted your comfort. We also apologize for the condition you encountered in the bathroom, as this should have been properly addressed before the room was assigned. Additionally, we regret any confusion regarding the refund timeframe. While we appreciate you noting the front desk team’s positive approach, we regret the rest of your experience fell short. Your feedback h... read more

Business response:

Dear Guest, Thank you for your feedback. We regret that your visit did not reflect the welcoming and comfortable experience we aim to provide. Your comments are important and will be used to guide improvements for the future. We appreciate you sharing your perspective and hope you might consider giving us another opportunity to offer a more positive stay. Sincerely, Hotel Management 

Business response:

Dear Guest, Thank you for your feedback. We regret any shortcomings in meeting your expectations and sincerely apologize for any inconvenience caused. Our goal is to provide a comfortable and well-maintained environment, and your comments will be shared with our team so improvements can be made. We truly value your input and hope you will consider staying with us again so we can provide you with a much more positive experience. Sincerely, Hotel Management 

Business response:

Dear Frank, We sincerely apologize for any disappointments you encountered during your stay. We're committed to providing exceptional hospitality to every guest, and we would be honored to have the chance to show you the outstanding stay you deserve in the future. Sincerely, Hotel Management 

Business response:

Dear Jenny, We’re very sorry that your stay did not meet your expectations. Ensuring a clean, comfortable, and safe environment for all our guests is extremely important to us, and we regret that your experience did not meet our standards. We will review your feedback with our team to make improvements for the future. We genuinely appreciate you sharing your thoughts and hope you’ll consider giving us another opportunity to provide a peaceful and enjoyable stay. Sincerely, Hotel Management