Extended Stay America - Wilmington - New Centre Drive

Business response:

Dear Daniel, We're sorry your visit didn't reflect the value you expected. Our goal is to offer a comfortable and reliable experience, and it's clear we didn't meet that standard during your stay. Your comments regarding the property's condition have been noted and will be shared with our team as we work to enhance the guest experience. We regret that your time with us was disappointing and appreciate you taking a moment to share your thoughts. We hope to have another opportunity to welcome you back and provide you with a mo... read more

Business response:

Dear Douglas, We're very sorry to learn that your stay was impacted by the condition of the room and the inconvenience you encountered. Guests should never have to deal with plumbing concerns on their own, and we regret that you were put in that position. Your feedback will be shared with our team so we can address these concerns and reinforce our standards. Although our guest rooms are smoke-free, we occasionally have violations of this rule. Rest assured that maintaining a clean and fresh environment throughout our hotel i... read more

Business response:

Dear Becky, We’re sorry your experience did not meet expectations. Guest safety and comfort are extremely important to us, and we regret that the condition of the property did not meet your expectations. We are actively working with our team to address concerns related to cleanliness and upkeep. Thank you for sharing your feedback so we can focus on making meaningful improvements. We hope you will give us another chance to provide you with the hospitality we are known for on your next visit to the area. Sincerely, Hotel Mana... read more

Business response:

Dear Renee, We're very sorry the condition of the rooms did not meet expectations and that you encountered cleanliness concerns. No guest should ever feel unsure about the state of their room upon arrival, and we regret that you were placed in that position. Your feedback has been shared with our housekeeping and maintenance teams to ensure these concerns are addressed. We appreciate you bringing this to our attention and will use your comments as part of our efforts to improve the experience for future guests. We hope to ha... read more

Business response:

Dear Tendeka, We're sorry to learn that your interaction with management did not reflect the level of professionalism and courtesy we strive to provide. Every guest deserves to feel respected and welcomed, and we regret that this was not your experience. Your comments will be shared with the appropriate team member to ensure we address this concern and work to improve the quality of our guest interactions. We appreciate you bringing this to our attention. We hope you will give us another chance to provide you with the hospit... read more