Extended Stay America Select Suites - St. Louis - O'Fallon, IL

Business response:

Lorus, thank you for posting a review of your stay. We apologize for the smoke smell you experienced while you were here. Kindly note, we're a non-smoking hotel, but on a rare occasion, a guest does not comply. We appreciate you bringing this to our attention so we can address it right away. We're also sorry for your disappointment with the overall condition of our property. We have shared your feedback with the appropriate departments and are working with them to fix the problems. Please consider giving us another opportuni... read more

Business response:

Cindy, thank you for staying with us. We apologize for the odor you experienced in your room and regret the inconvenience it caused. Your concerns will be shared with the housekeeping team to ensure a better experience going forward. Please note, coffee-maker and toiletries are always available at the front desk and are complimentary. We arealso sorry the breakfast offerings were not to your liking. We will make a note of your feedback as we plan any changes to our breakfast offerings. Thank you again for candid feedback. We... read more

Business response:

Thank you for being our guest. We want our guests to have a comfortable stay and to get a restful night’s sleep, so we are sorry that you found the beds uncomfortable. We wish we had the opportunity to address the problem while you were here as we would have done our best to ensure you were comfortable. Also, we will share your feedback with our brand leaders to determine new grab-and-go breakfast offerings. Kindly note, in-room amenities and other items such as toiletries are available and complimentary at the front desk. P... read more

Business response:

Arthur, we want to thank you for the comments you provided about your recent experience at our property, and apologize for what was clearly an unsatisfactory stay. We work hard to provide the best and cleanest environment for all of our guests. This involves deep cleaning our rooms after our 4-legged guests stay so the suites will be allergen-free and fresh smelling for our guests. We will revisit our deep cleaning program to see where we can make improvements so future guests are not similarly impacted. We hope you will giv... read more

Business response:

Thank you for posting a review of your recent stay. We are truly sorry that the cleanliness of our hotel was not up to par and that we fell short of your expectations. We want to let you know that we are already working to address the problems you mentioned. The cleanliness of our hotel is our top priority and your review lets us know where we need to refocus our efforts. So, thank you, and please consider staying with us again in the future. We would love for you to experience our hotel at its best. Sincerely, Hotel Managem... read more

Business response:

Thank you for your feedback. We are sorry for not living up to your expectations. Kindly note, to ensure the cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites. We will remind our front desk to communicate this more clearly going forward. We hope to have the chance to make it up to you in the future. Sincerely, Hotel Management 

Business response:

Thank you for being our guest. We are sorry you did not enjoy your stay, and we apologize for failing to live up to your expectations. We hope you will return so that we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management 

Business response:

We apologize that we didn’t explain our kitchenware policy to you upon arrival. Kindly note, to ensure cleanliness of kitchenware upon check-in, brand standards require us to keep dishware at the front desk. Your concern regarding our breakfast will be discussed with our Brand Leaders when updating our selections moving forward. Your review is appreciated, and we hope to be your choice of hotel in the future as well. Sincerely, Hotel Management