Thank you for taking the time to review your recent stay at Extended Stay America San Jose - South - Edenvale. Given our company's commitment to superior guest service, it was great to read about your positive experience with our staff. Of course, I was disheartened to read that your stay wasn't 100% satisfactory. You certainly have my sincerest apologies

I am grateful for the opportunity to respond to your concern. I have spoken with my staff and reviewed the importance of being professional and polite with each and every guest, no matter how busy we may be. It is my sincere hope that apart from this unfortunate occurrence, the rest of your stay with us was satisfying.

Although it is unusual for a guest to have the experience you did while staying with us, we would like to use your account to help us make our hotel even better. Again, I am deeply sorry that you did not have a completely enjoyable stay at our hotel, and I promise that we are focused on total guest satisfaction every day. Please don't hesitate to reach out to me at this hotel or to our guest relations team directly by visiting our website and clicking the Contact Us link at the bottom of the page. I do hope that you will let me demonstrate our redoubled efforts in the future here or at any of Extended Stay Hotels(sm)' other locations throughout the U.S. and in Canada.

Thank you for your recent review of our Extended Stay America San Jose North. I am so sorry to hear that your stay was not enjoyable. We pride ourselves on great customer service and clean fresh rooms for each guest each stay. It sounds as if we failed at that mission for you, for that I am truly sorry. I would like to address some of the issues you mention, our lobby doors are indeed locked after 11pm each night and re-opened at 7am each morning. However guests are always free to come and go anytime day or night with the use of their room key. This is an added security measure for the safety and security of our guests. We also apologize that there may have been some lingering pet odors in your room as well; we have strict policies in place that ensure each and every room is inspected by a manager prior to a guests arrival. We will be meeting with our entire staff to go over our procedures to be sure this type of situation is not repeated again. I thank you for bringing these things to our attention so that we can know where to re-double our efforts for our guest’s enjoyment. I would certainly be happy to talk with you further about your stay with us please feel free to call the hotel and ask for a member of management so that we can make things right for you. Again, our sincerest apologies for your less than satisfactory stay with us, we hope that you will choose to visit us again at any of our over 680 locations nationwide should your travels bring you back to the U.S. With Hospitality the Management at Extended Stay San Jose North.