Extended Stay America Select Suites - St. Louis - Earth City

Business response:

Dear Mary, Thank you for sharing your impressions of our hotel. We are sorry for the issue with your reservation and for not honoring the two rooms you originally booked. Although such incidents are unusual, we are reviewing this with the concerned team to correct this and avoid future inconveniences. We also apologize for not addressing the neighbor guest about their dog barking at night. We assure you that what you experienced is unacceptable by our standards and will take adequate measures to correct this. We do hope you ... read more

Business response:

Dear NANDEESH, Thank you for your comments about your recent stay. We are very disappointed that we did not meet your expectations. We would have welcomed the opportunity to address your concerns while you were still here, and we hope we will have another chance to provide you with the excellent service and accommodations you should have experienced on this visit.Sincerely,Hotel Management 

Business response:

Dear Catherine, Please accept our apologies for your disappointing stay with us. We always aim to provide every guest with the excellent experience expected of us. However, we are genuinely sorry to learn that this was not your case, and we understand your frustration regarding the issues you described. Moreover, we regret that our team was not as responsive as they should have been in addressing your concerns. We always aim to follow up and resolve everything to our guest's satisfaction; therefore, we are disappointed this ... read more

Business response:

Dear Santria, Thank you for being our guest. We regret they did not entirely satisfy you with the quality and condition of our accommodations and that you felt they required updating. We are currently having the same conversation with our brand leaders. In the meantime, our staff is committed to keeping our property clean, fresh, and up-to-date throughout our hotel. Thank you again for sharing your observations, and we hope to have the opportunity of welcoming you back soon! Sincerely,Hotel Management 

Business response:

Dear Amy, Thank you for sharing your review of our hotel. We pride ourselves on service excellence and aim to exceed our guests' expectations every visit. However, we failed to do so, and we apologize for any concerns that may have kept you from having an outstanding stay. It was a pleasure hosting your visit, and we hope you will return on your next visit to the area.Sincerely,Hotel Management 

Business response:

Dear marshonda, on behalf of our entire team, please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially with the cleanliness of our hotel, as this is an essential priority. We will address this matter with our housekeeping associates to ensure that it does not happen again. We hope you will consider giving us another opportunity to host you in the future and welcome you back again soon.Sincerely,Hotel Management 

Business response:

Dear Mike, we appreciate your review, and thank you for your feedback. We certainly apologize for any miscommunication regarding our dishware policy. Our front desk team makes every effort to communicate details on our amenities during check-in, and it appears as if we failed to share information on the availability of our dishes. To ensure cleanliness for every guest, we keep the dishware at our front desk, and our team is happy to deliver them to the guest's suite. We have shared your comments with our team for improvement... read more