Extended Stay America - Virginia Beach

Business response:

Dear Angela, We apologize for the disturbance caused by guests talking loudly and smoking outside. We understand how important a peaceful and comfortable environment is during your stay, and we’re sorry this impacted your experience. Our team is reviewing outdoor areas and guest behavior guidelines to minimize such disruptions in the future. We also encourage guests to report disturbances in real-time so we can address them promptly. Your input helps us improve the overall experience for everyone. We appreciate your understa... read more

Business response:

Dear Kevin, Thank you for sharing your thoughts about your recent stay. We’re sorry to hear that the housekeeping and overall service did not meet your expectations. We understand the importance of our guests feeling that they receive value for their money, and we’re reviewing our service standards and pricing structure to ensure better alignment. Your feedback has been shared with our housekeeping and operations teams for immediate attention. We appreciate your patience and hope you’ll consider giving us another opportunity... read more

Business response:

Dear Andrew, We sincerely apologize for the cleanliness issues you encountered, particularly with the trash and hallway conditions. This is not the level of cleanliness we aim to provide, and your comments have been shared with our housekeeping team for immediate attention and improvement. We are actively working to ensure all common areas are regularly maintained to enhance the overall guest experience. Your input is truly appreciated and helps us do better. We look forward to welcoming you back for a more pleasant and comf... read more

Business response:

Dear Yang, Thank you for sharing your feedback with us. While we’re glad to know our staff met your expectations, we sincerely apologize that the overall condition of the property did not align with the value you anticipated. We understand how important comfort and quality are, and we are actively working on property upgrades and enhancements to better reflect the rates we offer. Your comments have been shared with our management team as we continue improving the guest experience. We appreciate your honest input and hope to ... read more

Business response:

Dear Rory, Thank you for your feedback and for recognizing our great staff. We’re glad they made a positive impression. We sincerely apologize for the cigarette smell you experienced in the bed. We understand how this impacted your comfort and have addressed this issue with our housekeeping team to ensure rooms are thoroughly inspected and refreshed. Your comments help us improve, and we appreciate you bringing this to our attention. We hope to serve you better next time and look forward to welcoming you back soon. Sincerely... read more

Business response:

Dear Ivan, Thank you for taking the time to post a review of your time with us. We are sorry to learn that our accommodations did not meet the value you were hoping for. We regret your disappointment, yet we are grateful for your patience overall. It was a pleasure to have you as our guest, and we hope to exceed your expectations the next time you are in the area. Sincerely, Hotel Management 

Business response:

Dear Derar, We sincerely apologize for the unpleasant experience you had during your stay. The presence of pests is not acceptable, and we take such reports very seriously. Our pest control service has been alerted to inspect and address the issue immediately to prevent future occurrences. Guest comfort and safety are our top priorities, and your feedback helps us improve. We appreciate your understanding and hope to have the opportunity to welcome you back soon. Sincerely, Hotel Management