Extended Stay America Suites - Elizabeth - Newark Airport

Business response:

Dear guest, please accept our apologies for providing you with the wrong room and also for your room not being cleaned properly. We are sure this was a result of miscommunication between our Housekeeping and Front Office Departments since a suite should not be made available for occupancy until the cleaning process is complete and it has been inspected by a supervisor. We take great pride in the service, cleanliness, and maintenance of our hotel, and we hope you will consider giving us another chance to serve you better. Sin... read more

Business response:

Thank you for sharing your review. We are very sorry about the issues you experienced with the third-party reservation, but we are glad we were able to accommodate you despite that problem. For any further issues related to your reservation please contact Expedia so that they can assist you appropriately. Thank you again for your feedback, and we hope you will come to stay with our hotel in the future. Sincerely, Hotel Management 

Business response:

Terry, please accept our sincere apologies for not providing the attentive service we strive to provide every guest Rest assured that this issue has been addressed with our staff and will not be repeated. We truly hope you will give us another chance to prove that we are committed to providing outstanding hospitality to each and every guest. We hope to see you again soon! Sincerely, Hotel Management 

Business response:

Thank you, Carmen, for your candid review. We are very disappointed to see that your feedback referenced the description of our hotel as "dirty". Our promise to our guests includes a commitment to providing a clean, fresh environment and we are truly sorry that did not happen when you were here. We are concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. Please know this is not usual for us, and we do hope you give us another chance in the future. Since... read more

Business response:

Howard, thank you for being a guest at our hotel. We are truly sorry for the inconvenience you experienced with regard to the smoke smell. We are a non-smoking hotel, but on a rare occasion, we do have violators of this rule. We appreciate you bringing this to our attention so we can address it right away. We are also sorry for the issues in the second suite and assure you to discuss with our housekeeping staff to be more diligent. We hope to regain your trust on a future date. Sincerely, Hotel Management 

Business response:

Thank you for providing candid feedback about your stay. We apologize for the mix-up with your reservation and the inconvenience this caused you. Our goal is to provide exceptional service to our guests; therefore, we are truly sorry this was not your experience. We will address this appropriately so that this type of incident does not happen again. We hope we have the opportunity to make it up to you on a future visit. Sincerely, Hotel Management 

Business response:

Diane, thank you for sharing your honest feedback with us. We are sorry for the trouble you had to go through during your stay and that you were also not happy with our hotel policies. Please know, 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, and our team gladly delivers them to your suite. We appreciate your patience, and look forward to seeing you again! Sincerely, Hotel Management