Extended Stay America Suites- Oklahoma City - NW Expressway
🏨 Hotels & Travel · Oklahoma City
total experiences
replied on google
Most reported issues
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Experiences
Front desk staff were rude and unhelpful to the customer.
Business reply on Google
We are sorry to hear that your experience with our front desk team was not satisfactory. We work to create a welcoming atmosphere for all our guests, so your comments are concerning. Please know that your feedback will be used to guide improvements in our service. We hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management
Poor cleanliness, broken elevator, and unprofessional front desk staff.
Business reply on Google
Dear Erica, We are sorry to learn that your visit did not meet expectations and that several aspects of your experience caused discomfort. We understand how important a welcoming atmosphere and attentive service are to a pleasant trip. Your comments regarding the condition of shared areas and your interaction with our team member are being shared with the appropriate departments for further attention. We are glad the surrounding area provided some convenience during your visit. We appreciate your input and hope you will return so we can provide you with the exceptional visit you deserve. Sincerely, Hotel Management
The hotel room was dirty and had a strong odor.
Business reply on Google
Dear Cassandra, We deeply regret that your recent stay did not meet your expectations. The cleanliness and comfort of our guests are of utmost importance to us, and we are disheartened to learn that the condition of your room was unsatisfactory. We are committed to maintaining high standards and will utilize your feedback to enhance our housekeeping practices. Our goal is to ensure that future stays are more enjoyable and meet your expectations. Thank you for bringing these matters to our attention. Sincerely, Hotel Management
Staff member exhibited discriminatory behavior and unprofessional conduct toward guests.
Business reply on Google
Dear Yvonne, Thank you for taking the time to share your perspective. We understand how emotional and overwhelming this situation felt, particularly when personal well-being and peace of mind are involved. The safety and security of all guests are of utmost importance to us, and we take matters of this nature very seriously. Your feedback has been noted with care, as open communication helps ensure clarity and understanding for everyone involved. We appreciate you expressing your experience and hope there may be an opportunity for improved communication and a more positive outcome moving forward. Sincerely, Hotel Management
room contained roaches, no water, and existing trash upon arrival
Hotel gave away prepaid room and provided poor customer service
Business reply on Google
Dear Raina, Thank you for sharing such a detailed account of your experience. We sincerely apologize for the frustration and inconvenience caused by the reservation and check-in issues, as well as the lack of attentiveness from the front desk. Your feedback has been shared with the team to reinforce proper guest service, communication, and handling of third-party bookings. While we acknowledge the limitations associated with reservations made through external sites, your experience highlights areas where improvements are needed. We deeply regret the negative impact this had on your visit and hope you might consider returning in the future, allowing us the opportunity to provide a smoother and more welcoming stay. Sincerely, Hotel Management
hotel failed to recognize prepaid booking and system errors prevented check-in
Business reply on Google
Dear Steven, Thank you for taking the time to share your experience. We understand how upsetting it must have been to face these challenges during check-in, especially after making advance arrangements. A welcoming arrival is an important part of any stay, and we regret the inconvenience and frustration you felt. Your comments will be shared with the appropriate team for attention and care. We appreciate your feedback and hope future visits reflect a more positive experience. Sincerely, Hotel Management
Hotel staff failed to communicate fire emergency and refused service extension.
Business reply on Google
Dear Christie, Thank you for sharing your experience. We regret the disruption you encountered during your stay and apologize for the lack of communication and clarity surrounding your reservation. Situations affecting guest comfort and operational systems should always be managed with greater transparency and courtesy. We’re also sorry that your request to speak with management was not accommodated and that the interaction at the desk did not reflect the level of professionalism we expect. Your feedback is appreciated and will be shared with the team as we work to improve our service and guest support. Sincerely, Hotel Management
hotel has pest infestations, mold, safety hazards, and poor management
Business reply on Google
Dear Guest, Thank you for taking the time to share your feedback. We regret that your experience did not meet the standards we strive to provide. We will share your comments with our team, as we are committed to ensuring we reflect the high level of hospitality we aim to deliver to every guest. Sincerely Hotel Management
The hotel room was infested with pests and extremely unsanitary.
Business reply on Google
Dear Emily, Thank you for sharing your experience. We sincerely regret that your stay was met with such distressing circumstances. Ensuring a clean, comfortable, and respectful environment is a priority, and it’s deeply concerning to hear we fell short in multiple areas. Your feedback will be addressed with urgency, as it does not reflect the standards we aim to uphold. We hope you might consider giving us the opportunity to provide a greatly improved visit in the future. Sincerely, Hotel Management
The hotel room was dirty and the manager was unhelpful.
Business reply on Google
Dear Mohammed, Thank you for sharing your experience. We truly value your loyalty as a returning guest and are disappointed to hear that this stay did not reflect the standards you’ve come to expect from our brand. Cleanliness and respectful service are top priorities for us, and we regret that we missed the mark during your visit. Your feedback is important and will be addressed with our team to help us improve. We sincerely hope you’ll consider giving us another opportunity to provide the welcoming and comfortable stay you deserve. Sincerely, Hotel Management
Customer was denied check-in after payment and requested a refund.
Multiple room amenities were broken and refund request was denied
Room features damaged furniture, broken locks, and unsanitary kitchen fixtures.
Business reply on Google
Dear Zayden, We sincerely apologize for the issues you experienced during your stay and appreciate your thoughtful feedback. We have shared your concerns with our team so that we can address them and strive to enhance the overall guest experience. We hope you will consider giving us another opportunity to provide you with the outstanding stay you deserve. Sincerely, Hotel Management
hotel rooms were dirty and in poor condition with no resolution
Business reply on Google
Dear Cavin, We sincerely regret that your visits did not meet expectations. Providing a well-maintained and comfortable environment is a priority, and it's disappointing to hear about the challenges you encountered. While our team aims to resolve concerns promptly, we acknowledge that your experience fell short. Your feedback is valuable, and we will use it to improve our service and accommodation. We truly appreciate your loyalty and are grateful for your patience. We hope you will allow us another chance to restore your confidence in us. Sincerely, Hotel Management
Unsafe location, dirty facilities, and damaged room amenities.
Business reply on Google
Dear Morgan, Thank you for commenting on your recent experience at our property. Our primary objective is to surpass the expectations of our guests, and we sincerely apologize for not meeting this standard in the areas you highlighted. Maintaining a safe, clean, and well-maintained environment for our guests is our top priority. Please rest assured that we will take the necessary steps to address these concerns and prevent similar occurrences in the future. We are fully dedicated to regaining your trust and confidence, and we hope to welcome you back in the future. Sincerely, Hotel Management
The hotel room was extremely dirty and poorly maintained.
Business reply on Google
Dear michael, Thank you for sharing feedback about your recent stay. We understand the importance of a pristine hotel environment in shaping a pleasant stay, and we apologize for any inconvenience you may have experienced. Our hotel is committed to upholding the highest standards of cleanliness for all our guests, and we will take the necessary steps to address this matter with the utmost care. We sincerely hope you will consider giving us another opportunity to showcase our dedication to providing exceptional experiences during your next visit to the area. Sincerely, Hotel Management
Hotel staff allegedly stole personal property and room had pest issues.
Business reply on Google
Dear Arthur, Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is adequately addressed. Sincerely, Hotel Management
Hotel rooms were unsanitary, infested with roaches, and had broken amenities.