舒眠套房飯店的評論

住宿方回覆: Dear Chiqui L, thank you for sharing your experience with us. We sincerely apologize that your stay was affected by unpleasant odors and cleanliness issues, which do not reflect the standards we strive to maintain. Please know that we are addressing these concerns urgently with our housekeeping and maintenance teams to improve cleanliness and ensure a fresh, welcoming environment for all our guests. Best Regards, Guest Experience Team

住宿方回覆: Dear Domenico S, thank you for your wonderful feedback! We’re thrilled to hear that you enjoyed the cleanliness, professionalism, and elevated service under our new management. Your recommendation means a great deal to us, and we look forward to welcoming you back for another exceptional stay. Best Regards, Guest Experience Team

住宿方回覆: Dear guest, thank you for your thoughtful feedback. We’re glad you found the hotel fresh and welcoming upon arrival and appreciate your observations regarding areas for improvement. Your comments have been shared with our housekeeping and management teams to ensure a more thorough cleaning and greater attention to detail, so future stays can be even more enjoyable. Best Regards, Guest Experience Team

住宿方回覆: Dear davew524, Thank you for taking the time to share your detailed feedback. I want to sincerely apologize for the significant issues you encountered during your stay. Your comments are deeply concerning, and I assure you that we take them very seriously. First and foremost, I’m truly sorry for the lack of hot water during your visit. This is unacceptable, and I completely understand how this would disrupt your stay. No guest should ever have to go without such a basic amenity. Our team has already escalated this issue to our maintenance department, and we are actively working on resolving the underlying problems to ensure it does not happen again. Secondly, I deeply regret the condition of the property that you described, including visible signs of neglect, mold, and decay. This is not reflective of the standards we strive to maintain. Your feedback has prompted an urgent review of the state of the building, including HVAC and ventilation systems, to address both the structural and aesthetic concerns. Your health and safety are our top priorities, and we will ensure that immediate measures are taken to remedy these issues. I also want to acknowledge your comments about our staff. While I’m glad they attempted to assist, I regret that they were unable to address your concerns satisfactorily. I assure you that we are providing additional training to empower our team to handle situations like these with more effective solutions and empathy. We greatly value your loyalty to the Sleep Inn brand and Choice Rewards program, and I’m disheartened to learn that this stay has tarnished your impression of our property. I appreciate you highlighting your positive experiences at other Sleep Inn locations. We aim to match that same level of cleanliness, comfort, and value, and I regret that we failed to deliver on this occasion. While I understand your frustration and hesitation, I hope you will give us the opportunity to make this right. Should you decide to return, please reach out to me directly so I can personally oversee your reservation and ensure your next stay is nothing short of excellent. Thank you again for your valuable feedback. It will guide us in making necessary improvements to provide a better experience for our guests moving forward.

住宿方回覆: Dear 886jessicao, Thank you for taking the time to share your detailed feedback. We deeply regret that your experience fell far below the standards we aim to provide. Please allow us to address your concerns and apologize for the inconvenience you encountered during your stay. Firstly, we sincerely apologize for the unacceptable state of the initial room you were checked into. A flooded bathroom and the smell of mildew are inexcusable, and we understand how distressing this must have been, especially after a late-night arrival. This situation should never have occurred, and we are immediately addressing this issue with our housekeeping and maintenance teams to prevent such occurrences in the future. We’re equally disheartened to hear about your interaction with the front desk. Professionalism, empathy, and prompt resolution are non-negotiable values for us, and we are truly sorry that Chamille’s initial response did not reflect these. While we appreciate that she eventually apologized, it should not have taken so long for the situation to be acknowledged with the seriousness it deserved. We will use your feedback as a coaching opportunity to ensure all team members understand the importance of handling guest concerns with respect, understanding, and urgency. Regarding the overall condition of the property, we are sorry to hear that the physical aspects of the hotel did not meet your expectations. The issues you mentioned, including rusted lamps, water-stained ceilings, and the odor, are areas we are actively working to address. While we strive to maintain the property, we recognize that these shortcomings are unacceptable, and your feedback will be shared with our management team to prioritize improvements. We understand your disappointment and how it may affect others considering staying with us. Guest trust is essential, and your candid feedback will drive us to make necessary changes. We genuinely hope you will give us another opportunity in the future to provide a stay that better reflects our commitment to guest satisfaction.

住宿方回覆: Dear Stephen J, thank you for your honest feedback and for your loyalty as a Choice Diamond member. We sincerely apologize for the unpleasant elevator odor and the breakfast experience that didn’t meet your expectations, including the limited hot items and cold coffee—these are important areas we’re addressing to improve guest satisfaction. While we’re glad the room cleanliness was acceptable, your comments about overall value and service help us understand where we must do better. We appreciate you sharing this with us and hope to provide a more satisfying experience in the future. Best Regards, Guest Experience Team

住宿方回覆: Dear victoria6506, I am deeply sorry to hear about your recent experience at our hotel, especially during such a difficult time. Your feedback is very concerning, and I want to sincerely apologize for the numerous issues you encountered. It is unacceptable that the rooms you were given had such serious problems, including mold, unpleasant odors, and overall disrepair. This is not reflective of the standards we strive to uphold, and I am addressing these issues immediately with our maintenance team to ensure they are resolved. Your experience with us was far from satisfactory, and we are taking steps to improve both our facilities and customer service. Your feedback is invaluable, and I appreciate you bringing these matters to our attention. We understand that you are hesitant to return based on this experience, though we hope to have another chance to impress you in the future.

住宿方回覆: Dear venessasE9850VN, Thank you for taking the time to share your experience. We deeply regret to hear about the challenges you faced during your stay, and we sincerely apologize for the distressing situation you encountered. While your feedback highlights areas of concern, it’s important to address each point thoughtfully and transparently. First, regarding the cleanliness and functionality of the room, we sincerely apologize if it did not meet your expectations. Ensuring our guests have clean and fully operational accommodations is one of our highest priorities, and we take it very seriously when we fall short. Your comments about the mini-fridge and the breakfast buffet are noted, and we will work with our housekeeping and dining teams to investigate and resolve these concerns promptly. The situation you described regarding your belongings and the handling of your stay is highly concerning. Under no circumstances should a guest’s property be removed from a room without proper notice or a valid reason. We are truly sorry for any distress caused by this and for the loss of your personal items. The accusations about missing jewelry, damage to personal property, and billing errors are very serious. We understand the frustration and anger you feel about being charged for an additional night and the challenges in securing a refund. If there has been a delay in resolving this matter, we apologize and assure you that we are committed to making things right. Finally, we would like to acknowledge your comment about the pricing. Natural disasters and emergencies, like the hurricane you mentioned, often bring unique challenges to the hospitality industry. However, we do not condone or support price gouging, and we will address this matter to ensure our rates remain competitive and fair. Once again, we deeply regret that your stay was anything less than exceptional. While this experience has understandably left you upset, we hope you will allow us an opportunity to learn from this situation and improve.

住宿方回覆: Dear mylupo, Thank you for sharing your candid feedback about your recent stay. We deeply regret to hear about your experience and sincerely apologize for the many issues you encountered during your visit. Your experience is far from the standard we strive to provide, and we are truly sorry for falling short in so many areas. The condition of your room, as described, is unacceptable. A damp and musty environment, the presence of black mold, leftover items from previous guests, and damp carpets are not only disappointing but fall far below our standards for cleanliness and comfort. Please rest assured that we take these concerns very seriously. Immediate steps are being taken to address these issues with our housekeeping and maintenance teams to ensure this does not happen again. We also apologize for the operational shortcomings, including the weak internet connection, lukewarm water, and the lack of basic supplies such as toilet paper. These are essential components of a comfortable stay, and we are reviewing our processes to ensure they are consistently provided. The disconnected phone and inability to contact the front desk further compounded the frustration of your stay, and for this, we are deeply sorry. Communication with our team is crucial for resolving issues promptly, and we are working to ensure all in-room phones are fully operational at all times. We understand how upsetting this experience must have been, especially considering the price you paid for your stay. Your feedback highlights areas where we must improve, and we are committed to making these changes. We hope you will consider giving us another chance in the future to provide the quality and hospitality you deserve.

住宿方回覆: Hi 941kenns, Thank you for taking the time to share your experience with us. We are pleased to hear that you found your stay with us to be of good value and that it met your needs during your journey home to Florida. We appreciate your kind words about our friendly front desk personnel. Our team strives to provide a welcoming atmosphere for all our guests, and it is always rewarding to hear positive feedback about their efforts. It’s great to know that you found your room clean, comfortable, and spacious. We aim to provide a relaxing environment for our guests, and your comments affirm that we are on the right track. We also appreciate your constructive feedback regarding breakfast options and the minor repairs needed in the interior and rooms. Your suggestion to include juice in our breakfast offerings is duly noted, and we will certainly consider this to enhance our guests' experience. Additionally, we are always looking for ways to improve our facilities, and your comments will help us prioritize our maintenance efforts. Our convenient location is indeed one of our strengths, and we're glad it contributed positively to your stay. We hope to have the opportunity to welcome you back in the future and provide an even better experience.