酒店回复: Dear Kieffer, We sincerely apologize for the discomfort you experienced during your stay. Providing a pleasant environment is our priority, and we regret that the room did not meet your expectations regarding cleanliness and odor. Your feedback is invaluable, and we assure you that we are taking steps to address this issue effectively. We understand the importance of a refreshing and restful stay for our guests and will make every effort to ensure a significant improvement. Please consider giving us another chance in the future to provide you with the exceptional experience you deserve.Sincerely,Hotel Management
5.0分
其他
原文
翻译提供方：Google
优质的服务
展开
酒店回复: Dear Julian, Thank you for your kind words and for recognizing the excellent service you received during your stay at Extended Stay America. We are delighted to know that our team was able to meet your expectations and make your experience a positive one. Providing courteous, attentive, and professional service is a top priority for us, and your feedback reaffirms the efforts of our staff. It’s always rewarding to hear that our dedication to guest satisfaction is appreciated. We truly value your stay and look forward to welcoming you back for another comfortable and enjoyable visit.Sincerely,Hotel Management
1.0分
其他
展开
The worst stay ever!!! First day: the toilet was making a really bad noise, I reported and the employee said that he would send somebody to look at it and that did not happend! My husband had to fis it himself. We were close to the machine room (or something like that) because therr was a non stop sound like something turning on and off all night all day!! Then on my last night the AC stopped working and was dripping water! This time a nice employee helped us and gave us a different room
展开
酒店回复: Dear Guest,Thank you for taking the time to share your experience. We sincerely apologize for the maintenance concerns you encountered and the inconvenience they caused during your visit. While we are glad our team was able to assist with a room change, we regret that your stay was disrupted. Your feedback has been shared with our maintenance and teams to ensure improvements are made. We hope you will consider giving us another chance to provide a smoother, more comfortable stay in the future.Sincerely,Hotel Management
1.0分
其他
展开
This hotel deserves a -10 review. When we arrived there was a weird smell in the lobby. No luggage cart was available. When we got to the floor of our room the carpet was dirty and not vacuumed. The room itself was absolutely disgusting, old and beat up. The floor clearly hadn’t been mopped in a long time. The fridge was white originally, but covered in filth. The kitchenette area was so old I doubt it would work. The bathroom was abysmal; the toilet seat had urine on it, the bathtub was brown from lack of cleaning and the drain rusted out with no stopper. All of the furniture was old and battered the ac didn’t work. How they could rent it out to anyone is beyond us. We left and immediately found a new hotel and requested immediately refunds. Shame on them for misrepresenting their lodging as habitable.
展开
酒店回复: Hello Terri,We deeply regret that your recent experience at our property did not meet your expectations. This is certainly not the standard we aim to provide to our valued guests, and we would appreciate the opportunity to address your concerns and make things right. Your feedback is crucial to us, and we are actively working with our management team to take swift action based on your input. We hope you'll consider giving us another chance to provide you with an improved stay in the future.
2.0分
商务出差
展开
Staff was great, however the rooms are in horrible condition. Dirty and damaged. I stayed here due to the close proximity of my customers site. When I come back in a few months I will stay somewhere else and drive further.
展开
酒店回复: Mr. Brownlow, Thank you for your candid feedback. I apologize for the cleanliness issue you encountered along with the condition of the room. We appreciate the kind words on our staff. We are continuously working on improving our cleanliness and the condition of the rooms. Rest assured we will address the cleanliness issues with our housekeeping team. We are working on the issues you mentioned and shared photos of. Great news, we will be receiving new furniture in a month or so, the current condition is due to the new 50'-inch tv we are upgrading in all the rooms. We would appreciate the grace during these transitions and upgrades and truly hope you will give us the opportunity to make your next stay truly feel like a home away from home. Again, thank you for your feedback.
2.0分
家庭亲子
展开
Pet friendly kitchen not enough bed linens old
No coffeepot went to desk and asked for one but they had no coffee.or ice bucket.
Breakfast is a joke oatmeal packets no milk or juice has cereal bar and muffin.
Hot water in shower did not last very long.i will not stay there again I come to Lubbock often ioud music guest drinking beer outside the back exit door working on cars in parking lot.i don't think owner has a clue how to run a hotel .was not impressed at all.xedinitely not a 100 nte hotel it was old I feel like I am entitled to a refund of at least one nite
展开
酒店回复: Hello Beckie,Thank you for taking the time to share your experience. We sincerely apologize for the inconveniences you encountered, from the room amenities to the breakfast and overall environment. This is certainly not the impression we strive to leave, and your feedback has been shared with our management team for immediate review and corrective action. We regret that we did not meet your expectations and appreciate you bringing these concerns to our attention.
2.0分
其他
展开
Price is good but what you receive is terrible.
Good news: The staff was polite & honest.
Bad news: There was a strong odor of fried food on the 3rd floor. The first floor had random piles of debris in the hallway from the work being done up front. There was also an unusual smell on the first floor as well. None of the lamps in my hotel room worked along with the lamp near the bed being very dusty. There was a burweed on one of the body towels that scratched my girlfriend while she was drying off. The shower rod was rusty. There was a piece of black tape on the shower head that is barely hanging on along with a strong calcium buildup on it as well. The bathroom sink had a big crack in it. The bathroom sink had blue spots all over it. The dresser that the tv is on top of had various chipped paint spots on it while also being dusty on top. The tv was dusty as well. The recliner chair did not recline at all. I needed to take a bath after having a tough workout but there wasn’t a stopper in the tub. I called the front desk to ask for one & was politely told “we don’t have one”. There was also a spot of mold on the bar in the tub.
展开
酒店回复: Thank you for choosing Extended Stay America and for taking the time to provide feedback about your experience. We use feedback, such as yours, to continuously make changes to our brand to improve our guest’s experience. Please accept our sincerest apologies for not meeting your expectations. We strive to provide all our guests with a comfortable, “home away from home” experience, with clean and rooms in working order. I am sorry we failed at that mission when you found our facility under repair and not clean. We will take your comments and coach our team to provide better service in the future. Should your travels bring you back to our area we are in hopes that you will give us a chance to redeem ourselves.Again, thank you for contacting Extended Stay America and if I can be of assistance to you, please contact us directly.
3.0分
其他
My room was faced towards the West Loop 289. I could hear all the traffic all night. The traffic was so loud. It was hard to sleep very uncomfortable stay.
展开
酒店回复: Dear Michael,Thank you for sharing your experience. It's regrettable to hear that outside noise disrupted your rest, and we truly understand how important a peaceful environment is for a comfortable stay. Your feedback has been noted and will be considered as we look into ways to enhance the overall guest experience. We regret that your visit did not meet expectations and hope for the chance to welcome you again under better circumstances in the future.Sincerely,Hotel Management
2.0分
家庭亲子
展开
So the staff here were lovely. The issue I had with the property wasn’t related to them. However, the room didn’t match the photos online. It was grimy and a little dirty inside. It had light switches that didn’t work too and a smelly bathroom. I could handle the room but there were also ton of people vaping outside in the hall and you can smell it in the room or had it blown on you and clearly a few people high on something. Overall, it was fine. I didn’t feel unsafe. But I wouldn’t stay again
展开
酒店回复: Dear Jude, We apologize that your room did not meet the expectations set by our online photos and for the issues you encountered with cleanliness, maintenance, and odors. We take concerns about vaping and guest behavior seriously and are working to improve enforcement of our non-smoking policies to ensure a more comfortable environment for all. Your input is valuable as we strive to enhance the guest experience. We appreciate your stay and hope to have the opportunity to welcome you back for a much-improved visit.Sincerely,Hotel Management
4.0分
家庭亲子
Everything is okay the place, staff,room until our sleep got interrupted because the fire alarm went off at almost 2 am. Was not able to go back to sleep.
展开
酒店回复: Dear Guest,Thank you for sharing your feedback. We're glad to hear that everything was satisfactory with the place, staff, and room during your stay. We sincerely apologize for the fire alarm disturbance and understand how it impacted your rest. Safety is our top priority, and we appreciate your understanding. We hope to have the opportunity to welcome you back for a more peaceful stay in the future!
请记住，这家酒店提供长期住宿，因此人们会在房间里留下气味，不幸的是我的房间有强烈的动物尿液气味和被锁起来的特殊气味，你可以在这个问题上多花点功夫，一个付钱去休息不是去处理这样的事情，老实说我不会再去了，除非他们有根本性的改变。
优质的服务
The worst stay ever!!! First day: the toilet was making a really bad noise, I reported and the employee said that he would send somebody to look at it and that did not happend! My husband had to fis it himself. We were close to the machine room (or something like that) because therr was a non stop sound like something turning on and off all night all day!! Then on my last night the AC stopped working and was dripping water! This time a nice employee helped us and gave us a different room
This hotel deserves a -10 review. When we arrived there was a weird smell in the lobby. No luggage cart was available. When we got to the floor of our room the carpet was dirty and not vacuumed. The room itself was absolutely disgusting, old and beat up. The floor clearly hadn’t been mopped in a long time. The fridge was white originally, but covered in filth. The kitchenette area was so old I doubt it would work. The bathroom was abysmal; the toilet seat had urine on it, the bathtub was brown from lack of cleaning and the drain rusted out with no stopper. All of the furniture was old and battered the ac didn’t work. How they could rent it out to anyone is beyond us. We left and immediately found a new hotel and requested immediately refunds. Shame on them for misrepresenting their lodging as habitable.
Staff was great, however the rooms are in horrible condition. Dirty and damaged. I stayed here due to the close proximity of my customers site. When I come back in a few months I will stay somewhere else and drive further.
Pet friendly kitchen not enough bed linens old
No coffeepot went to desk and asked for one but they had no coffee.or ice bucket.
Breakfast is a joke oatmeal packets no milk or juice has cereal bar and muffin.
Hot water in shower did not last very long.i will not stay there again I come to Lubbock often ioud music guest drinking beer outside the back exit door working on cars in parking lot.i don't think owner has a clue how to run a hotel .was not impressed at all.xedinitely not a 100 nte hotel it was old I feel like I am entitled to a refund of at least one nite
Price is good but what you receive is terrible.
Good news: The staff was polite & honest.
Bad news: There was a strong odor of fried food on the 3rd floor. The first floor had random piles of debris in the hallway from the work being done up front. There was also an unusual smell on the first floor as well. None of the lamps in my hotel room worked along with the lamp near the bed being very dusty. There was a burweed on one of the body towels that scratched my girlfriend while she was drying off. The shower rod was rusty. There was a piece of black tape on the shower head that is barely hanging on along with a strong calcium buildup on it as well. The bathroom sink had a big crack in it. The bathroom sink had blue spots all over it. The dresser that the tv is on top of had various chipped paint spots on it while also being dusty on top. The tv was dusty as well. The recliner chair did not recline at all. I needed to take a bath after having a tough workout but there wasn’t a stopper in the tub. I called the front desk to ask for one & was politely told “we don’t have one”. There was also a spot of mold on the bar in the tub.
My room was faced towards the West Loop 289. I could hear all the traffic all night. The traffic was so loud. It was hard to sleep very uncomfortable stay.
So the staff here were lovely. The issue I had with the property wasn’t related to them. However, the room didn’t match the photos online. It was grimy and a little dirty inside. It had light switches that didn’t work too and a smelly bathroom. I could handle the room but there were also ton of people vaping outside in the hall and you can smell it in the room or had it blown on you and clearly a few people high on something. Overall, it was fine. I didn’t feel unsafe. But I wouldn’t stay again
Everything is okay the place, staff,room until our sleep got interrupted because the fire alarm went off at almost 2 am. Was not able to go back to sleep.