With all do Respect 1st floor is not a requested option. If you arrive to the hotel and there are no first floor rooms available you have to be placed where we have availability.Looking back at your reservations last week you had a 3rd floor room for a guest you paid for then your room was on 1st floor because that's all that was available. Last night you were on first floor again at your check in time that's all that was available. At check in tonight when you stated you wasn't happy with the room Shelly was contacted and instructed the front desk since we have nothing to offer you to check out with refund. You chose to stay that not insensitive or rude

Dear Nicole, We are delighted to hear about your positive experience at Extended Stay America! We are glad our proximity to Liberty University was convenient for you, and we are thrilled that our front desk team member provided friendly and helpful service. We look forward to welcoming you back soon!Sincerely,Hotel Management

Dear John, We are delighted that our property's cleanliness met your expectations and you had a great experience at Extended Stay America. Maintaining a neat and comfortable environment is our priority. We appreciate your positive feedback and look forward to welcoming you back for another enjoyable stay.Sincerely,Hotel Management

Dear Jerry, Thank you for taking the time to share your feedback regarding your recent stay. We are sorry to hear that you had a less-than-satisfactory experience, and we apologize for not meeting your expectations. Rest assured, we take this matter seriously and will look into this further to prevent similar situations. Your feedback is instrumental in helping us enhance our services, and we hope you'll give us another opportunity to exceed your expectations.Sincerely,Hotel Management

Dear Robert, Thank you for taking the time to review our property. It is very understandable how these events detracted from a relaxing and seamless visit. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. We hope to have another occasion to host you and provide you with the seamless stay you deserve!Sincerely,Hotel Management

Dear Shana, We're thrilled to hear about your positive experience at Extended Stay America! It's fantastic that you received great customer service from the front desk staff to housekeeping. Your feedback is much appreciated, and we look forward to providing you with excellent service on your future visits. Thank you for choosing Extended Stay America!Sincerely,Hotel Management

We do apologize for any issues that you had. Upon checking in it is explained that kitchen items are at the front desk upon request. The picture in the room also states "The items below are available to use in your in-room kitchen. Please contact the front desk to make your selections, and a dish package will be delivered to your room. For your convenience dishes and utensils have been washed and sanitized."

Dear Felisha, We are sorry that we did not meet your expectations regarding our service, and we hope you will accept our apologies for what transpired. Providing courteous and authentic friendly service to our guests is our ultimate goal; however, we regret that we failed to show this to you. We are meeting with our staff members to discuss this situation and ensure our guests are warmly welcomed upon arrival and treated courteously and respectfully. We appreciate your feedback and hope you will consider giving us a second chance to provide you with the hospitality you deserve.Sincerely,Hotel Management

Dear Marcela, Thank you for sharing your valuable feedback. We apologize for any inconvenience you encountered during your stay. We're sorry the room's condition was anything other than satisfactory. Such oversights are not typical of our usual standards, and we assure you we will work to prevent such matters from repeating. We appreciate your patience and hope to have another opportunity to provide you with an improved and enjoyable stay in the future.Sincerely,Hotel Management

Dear Chase, We're sorry for the unpleasant experience you had during your recent visit. Please accept our apologies for the issues you faced, including the room's condition and the discomfort caused by some unfortunate interactions you encountered. Your concerns are taken seriously, and we will work to prevent such matters from impacting future guests. Regarding the in-room amenities, we apologize for any communication lapses, as brand standards require us to keep kitchenware at the front desk to ensure cleanliness. Our team is happy to provide them to our guests upon their request. We are committed to enhancing our guest experience, and we hope you consider giving us another chance to redeem your confidence in our hotel.Sincerely,Hotel Management

Dear Michaud, Thank you for posting such kind comments about our time together. We make every effort to provide service that is above and beyond your expectations. We share your words of encouragement with the entire team. Please return, and we welcome you again at Extended Stay America.Sincerely,Hotel Management

The breakfast items that were provided our what Extended Stay approves. It's packaged items for on the go. Because each guest has a kitchen in there rooms to cook their own meals

Dear D'eric, Thank you for choosing Extended Stay America. It is nice that you were happy with your clean room and had a wonderful time with Shelly. Please visit again the next time you are in the city to enjoy our area and services. Sincerely,Hotel Management

Unfortunately the attendant didn't disappear she was helping another guest. She was brewing fresh coffee per standard

Dear Ayisha, Thank you for this outstanding review and for selecting Extended Stay America for your visit. It is always wonderful to know how much our guests enjoy our efforts. We are fortunate to have such thoughtful and exceptional team members as Shelly; we'll gladly share your kind words with her and our entire team. We enjoyed having you as our guest and hope to have the opportunity to welcome you back on a future visit.Sincerely,Hotel Management

Dear Harry, Thank you for your feedback. We apologize for our housekeeping staff overlooking some areas in your room. This does not meet our standards; therefore, we are very disappointed that this was your experience. We will address this matter with our housekeeping associates to ensure it does not happen again. We hope you will consider giving us another opportunity to host you and welcome you back again soon.Sincerely,Hotel Managemen

This is extended stay policy that all guest over the age of 21 provide valid ID. It is also stated in the guest agreement that was signed at check in. All policies are made aware to guest at check in. If a guest doesn't want to follow policies they shouldn't continue with check in. This is part of our safety and security to know all guest that are in the hotel. Along with the hotel occupancy policy. The guest agreement that was signed also states that if your reservation was booked for the incorrect amount of people your rates would change to accommodate the occupancy change. It dosent matter if your man didn't stay the whole duration of the night he was in the hotel past visiting hours which made him a paid guest.

Dear MaryAnn, Thank you for the feedback regarding your stay in our hotel. Our pest control provider has serviced the hotel, and we will ensure procedures are followed to prevent future issues. We regret the frustrations you experienced, and we are grateful for your patience. We will take proper action, and we hope you will revisit and allow us to give you the outstanding experience for which we are known.Sincerely,Hotel Management

Dear Guest, Thank you for your recent stay at our hotel. We appreciate you taking the time to post your review, as we truly value our guest's comments and opinions. We are sorry your room did not have the amenities you desired or needed. Being an extended-stay property, our guests often bring their amenities and toiletries; however, these items are always available on request. Also, to ensure the cleanliness of kitchenware, it is kept at the front desk, and our staff gladly delivers it to your room when requested. We are sorry you were unaware of this information, and we will share your feedback with our team members to ensure it is communicated efficiently upon check-in. We also apologize that the breakfast options were not to your liking. We will make a note of your feedback as we always want to know how to improve our guest experience. We would like to regain your trust, and we hope you will give us that chance in the future. Sincerely,Hotel Management

Dear Joy, Thank you for taking the time to review our hotel. We were disappointed to read about the issues you encountered with your room, and we sincerely apologize for not meeting your expectations. We have discussed this appropriately, and steps are being taken to ensure this is not repeated. We hope you will revisit us and allow us to provide you with a more seamless stay.Sincerely,Hotel Management

Dear Guest, 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. We will address these concerns with the appropriate individuals to see what went wrong and avoid such inconvenience. We hope you will give us another opportunity so we can leave you with a much better impression on your next visit.Sincerely,Hotel Management

Dear Jeff, Thank you for choosing us and for sharing your comments. The events detracted from a relaxing and seamless visit are very understandable. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. Please give us another occasion to host you and provide you with the flawless stay you deserve!Sincerely,Hotel Management

Dear Margaret, Thank you for selecting us. We are sorry for not providing you with the desired satisfaction on your recent hotel visit. We regret the delay in check-in due to the unavailability of the front desk team, and we will discuss this so that this lapse in service is not repeated. Also, we are sorry for the disappointment and inconvenience caused due to the smell issues in the hotel and will address this with the housekeeping team for a quick review. It is certainly not the best experience, and considering this an isolated incident, we invite you back to experience the stay you expect and deserve. Sincerely,Hotel Management

Dear Shawn, Thank you for choosing our brand, Extended Stay America. It is nice you had a good time here and were pleased with the location. Thank you for your business, and we look forward to your next stay with us. Sincerely,Hotel Management

Dear Donald, Thank you for being our guest and liking our location. We always prioritize providing amazing hospitality; therefore, we regret this was not your experience and that you found cleanliness and upkeep issues in the room. Let us discuss this with the housekeeping team and ensure this act is taken seriously. Our front desk team is always there to help you. Please give us another opportunity to show you our service.Sincerely,Hotel Management

Dear Guest, Thank you for taking the time to share your review with us. We apologize for any inconvenience you experienced during your stay, especially regarding the unwanted odor and room conditions. Your concerns are noted, and we will work diligently with our housekeeping team to enhance the overall quality of our accommodations. We understand that our location is a key factor in your choice, and we're committed to making your future visits more comfortable and enjoyable. We will take steps to improve our breakfast offerings as well. Thank you for sharing your thoughts with us, and we look forward to welcoming you back for a better and more satisfying experience. Sincerely,Hotel Management

Dear Gracinda, Thank you for sharing your excellent review of your visit to Extended Stay America. We aim to make your stay as comfortable as possible and assist you with whatever you need. Therefore, we especially appreciate your lovely comments recognizing the service provided by Shelley, and we will surely share your compliments with them! Thanks once more, and we hope you will stay with us again.Sincerely,Hotel Management

Dear Calvin, Thank you for sharing your generous comments regarding your time at Extended Stay America. It's great to know you loved everything about your suite, clean and comfortable. We take pride in providing friendly service and homelike comforts for an enjoyable stay and appreciate you recognizing our efforts! We look forward to welcoming you back for another stay and wish you all the best with your travels. Sincerely,Hotel Management

Dear Beth, Thank you for taking the time to share feedback about your recent stay. We are disappointed to learn of the issues you experienced, so we apologize for not meeting your expectations or our high standards. Your comments have helped us identify areas where we may need additional attention, and we will take any necessary action. We hope you will visit again and allow us to demonstrate the outstanding experience for which we are known.Sincerely,Hotel Management

Dear Dawn, On behalf of our team, we appreciate your choosing to stay with us. We apologize for not meeting our promise of providing clean and fresh accommodations. We have promptly informed our housekeeping team about your experience, and they will take appropriate action. We look forward to welcoming you back and ensuring your next stay is flawless.Sincerely,Hotel Management

Dear Atwill, Thank you for your recent visit; we are happy to hear that our convenient location worked well for you. Our team strives to ensure a pleasant experience for our guests throughout their stay. Therefore, we hope you will accept our sincere apologies for not meeting all your expectations. We would appreciate you giving us another chance to demonstrate the type of service we provide.Sincerely,Hotel Management

Dear Kathleen, Thank you for selecting our hotel and taking the time to write a review. We appreciate you pointing out specific items you loved and areas where we can improve. While we are pleased that you loved our team's gracious hospitality, we apologize for your allocated suite not being up to par and for the inconvenience caused by switching rooms. We strive to provide clean and well-maintained suites for all our guests, and we certainly understand how frustrating it can be when such issues arise. Please be assured we will address these issues with the concerned individuals for improvement, and we hope you will allow us to make it up to you on a future visit.Sincerely,Hotel Management

Thank you for staying with us

Thank you!!