酒店回复: Dear Pauline,We strive to create an exceptional and memorable stay for every guest, and we’re genuinely sorry for the inconvenience you experienced upon arrival. What you described is not reflective of the standard we hold ourselves to, and we completely understand how disappointing and stressful that must have been. We also apologize for the way your situation was handled at the front desk. While we’re happy to know that a room was eventually arranged, we recognize how frustrating the delay and confusion must have felt at the moment. Your feedback has been shared with our team to help improve our communication and ensure we handle such situations with greater care and efficiency in the future. We truly appreciate you bringing these concerns to our attention, as guest feedback plays a vital role in helping us grow and improve. We hope you’ll give us another opportunity to welcome you back and provide the seamless experience you should always expect from us.Sincerely,Hotel Management
4.0分
商务出差
原文
翻译提供方：Google
这家酒店对我们来说还不错。
然而，管理层需要修改他们所谓的“含早餐”的说法，因为提供的东西绝对不是“早餐”。
两个咖啡壶和一些茶包绝对不是早餐。
可能有一些松饼，但我们离开得比较早，当时什么都没有？
“含早餐”的说法太误导人了。
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酒店回复: Dear Guest,We are glad to hear the hotel suited your needs during your stay! Thank you for sharing your thoughts on the morning options—we understand your perspective and truly value the feedback. While our morning offering is mild and basic and may not meet everyone’s expectations, we are always looking for ways to improve. Your input is important as it helps us enhance our guest experience. We hope to welcome you back to Extended Stay America in the future.Sincerely, Hotel Management
酒店回复: Dear Guest,Thank you for taking the time to share your feedback. We truly appreciate your continued patronage and are glad some aspects of your stay met expectations. However, we sincerely regret the inconvenience you encountered during this visit with the wifi and the unpleasant smell of your room. Please accept our apologies for the disruption and discomfort caused. Your comments have been noted and shared with the appropriate teams for immediate attention. We are committed to enhancing our guest experience and hope to have the opportunity to welcome you back, where we aim to provide a much more seamless and refreshing stay.Sincerely,Hotel Management
3.0分
其他
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Called and asked if they could clean the carpets. They were in bad shape. Responded right away and cleaned them next morning. Everything else was clean. Firm beds. Suppose to have coffee in the morning till 9. Seemed like it ran out many times by 8 and they didn’t make more.
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酒店回复: Dear Guest, Thank you for your feedback. We are pleased our team was able to respond promptly to the request, as we are committed to providing every guest with an exceptional experience. We also appreciate your note about the coffee availability and will work to ensure it is consistently stocked during the stated hours. Your input is valuable in helping us improve our services, and we look forward to welcoming you back for another comfortable stay.Sincerely,Hotel Management
5.0分
商务出差
Beautiful location
Good parking unless you have a trailer.
Nice walking by the Missouri river.
Staff is nice and helpful.
3.0分
情侣出游
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The lady at the lobby, was smoking right out front at the doors. That was kind of gross and on a hotel informational sheet. It clearly states guests have to be 6-12 ft away from the entrance. She clearly was not. The room was a nice size. The bathroom was dirty in spots. The toilet paper was not on its rack. It makes me wonder what else was missed. The blanket ij the room was thin. It was cold in the room. I was not going to call at 3 am. So we just put a sweater on. The bed was one of the worst ever due to one mattress , that was on a steel frame. Awful sleep. It was so hard. The mattress was soft. We could feel the frame.
The morning staff was nice. The breakfast was muffins, oatmeal and a cereal bar. Nothing healthy at all. It did not specify this in the ad. It said breakfast. I was hoping for an apple or banana. Not packaged grab and go.
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酒店回复: Dear Jackie, Thank you for sharing your feedback. It is never our intention to disappoint our guests; therefore, we regret that your stay did not meet your expectations and that you encountered multiple concerns. Please accept our apologies for the inconvenience this may have caused. We take our smoking policies seriously, and we appreciate you bringing this to our attention so it can be addressed appropriately. Your comments regarding breakfast and overall guest comfort will be shared with our leadership team to help enhance our offerings and create a more restful, enjoyable experience. We hope to welcome you back in the future and provide a stay that is more comfortable and satisfying.Sincerely,Hotel Management
4.0分
其他
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Overall good experience. It is though, the first time I have ever gotten a knock on the door 15 minutes before checkout, being asked if I was checking out. I thought that was a little bizarre.
4.0分
其他
Overall good experience. Was a little shocked to get a knock on the door 15 minutes before checkout time to verify if I was checking out.
3.0分
其他
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Room was ok. Website said there was a "grab & go " breakfast, but there was no breakfast, only coffee.
Pleace could use some updating.
Good location on water, near River trail & near a park.
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酒店回复: Dear Jennifer, Thank you for taking the time to provide your feedback. It is wonderful that the location added to your experience. We understand that our grab-and-go breakfast did not feel fulfilling during your stay. Ensuring a positive start to the day for our guests is a top priority, and your feedback is invaluable as we look for ways to improve. We also appreciate your note about property updates, which will help guide improvements to enhance comfort and overall experience. We hope to welcome you back for a much better visit.Sincerely,Hotel Management
我丈夫和我都非常享受这次住宿。房间很干净，前台人员也非常友好。前台的Bailey特别棒，她不遗余力地帮我们解决了预订问题，还给我们送来了冰箱，因为我们房间的那个坏了。💯……MJ也非常友好，乐于助人，总是面带微笑。
酒店在抵达当天取消了预订，且无任何客服。
我们驱车11个小时到达，前台工作人员告知我们，*******取消了我们3月份的预订。她无法告知我们被转移到了哪里，也不允许我们使用Wi-Fi，因为我们并非登记入住的客人。工作人员给了我们一个1800的*******客服电话。那些客服人员非常棒。
结果发现，是酒店取消了我们的预订，而不是*******，因为他们的房间已经超员了。他们告诉我们没有其他房间了。他们也无法解释为什么他们选择在我们抵达当天早上取消预订，尽管我们3个月前就预订了。
我们花了一个小时与*******的Judy（一位优秀的客服人员）通电话，期间酒店奇迹般地为我们找到了房间。
我们终于在这一切发生大约90分钟后找到了房间。
我们没有接到任何关于取消预订的电话、邮件或短信。
前台工作人员虽然道了歉，但完全没有提供任何帮助。酒店应该帮我们找到其他房间，并在我们晚上7点到达之前通知我们。
我们收到了两瓶水作为补偿。
我以后不会再预订这家酒店了。
这家酒店对我们来说还不错。
然而，管理层需要修改他们所谓的“含早餐”的说法，因为提供的东西绝对不是“早餐”。
两个咖啡壶和一些茶包绝对不是早餐。
可能有一些松饼，但我们离开得比较早，当时什么都没有？
“含早餐”的说法太误导人了。
房间里闻起来像养老院。
这次的无线网络出了很多问题。不知道为什么总是断线。还有，我正在看电视，频道突然黑屏，节目播完就没信号了。以前从未发生过这种情况。房间里有一股怪味，让人很不舒服。
Called and asked if they could clean the carpets. They were in bad shape. Responded right away and cleaned them next morning. Everything else was clean. Firm beds. Suppose to have coffee in the morning till 9. Seemed like it ran out many times by 8 and they didn’t make more.
Beautiful location
Good parking unless you have a trailer.
Nice walking by the Missouri river.
Staff is nice and helpful.
The lady at the lobby, was smoking right out front at the doors. That was kind of gross and on a hotel informational sheet. It clearly states guests have to be 6-12 ft away from the entrance. She clearly was not. The room was a nice size. The bathroom was dirty in spots. The toilet paper was not on its rack. It makes me wonder what else was missed. The blanket ij the room was thin. It was cold in the room. I was not going to call at 3 am. So we just put a sweater on. The bed was one of the worst ever due to one mattress , that was on a steel frame. Awful sleep. It was so hard. The mattress was soft. We could feel the frame.
The morning staff was nice. The breakfast was muffins, oatmeal and a cereal bar. Nothing healthy at all. It did not specify this in the ad. It said breakfast. I was hoping for an apple or banana. Not packaged grab and go.
Overall good experience. It is though, the first time I have ever gotten a knock on the door 15 minutes before checkout, being asked if I was checking out. I thought that was a little bizarre.
Overall good experience. Was a little shocked to get a knock on the door 15 minutes before checkout time to verify if I was checking out.
Room was ok. Website said there was a "grab & go " breakfast, but there was no breakfast, only coffee.
Pleace could use some updating.
Good location on water, near River trail & near a park.