I recently received a copy of your review of the Extended Stay America Phoenix - Metro Center. Our company prides itself on providing great service and great rooms at great rates, which is why I was so disappointed to read your post. Please accept my most sincere apologies.

I do appreciate the opportunity to respond to your issue in a way that might be able to help future customers. It's very important to us that our guests know exactly what to expect when staying with us - a great room at an exceptional rate. In order for us to continue offering such value, we maintain fully staffed front desk hours between 7am and 11pm seven days a week, though occasionally our staff must step out of the office to assist to the needs of other guests. They are always available via the phone located directly outside the front office. During other times, our overnight staff is always available to check in guests and assist with other issues. We will certainly follow up on the issue of the phone not functioning in your room. Thank you for bringing that to our attention.

It's not common that we get the sort of feedback you provided, and although it is discouraging to read, it will help us make our hotel even better in the future. Let me apologize again that your stay was not completely satisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page). I hope we have addressed your concern satisfactorily, and that you would give us the pleasure of having you as a guest again at this hotel or any other Extended Stay Hotels(sm) brand location in the future.

I would like to personally thank you for taking time out to write such wonderful things about your experience at Extended Stay America Phoenix - Metro Center. Our hotel is totally committed to the satisfaction of every guest who walks through our doors, which is why it is so rewarding to get feedback like yours; it tells us that we are delivering on that commitment. Our business is one in which the staff gets to know our guests, who sometimes stay with us for weeks or months. We believe that building a professional, courteous, and accommodating relationship with our customers will continue to bring them back for future stays.

Once again, I and the entire staff at our hotel thank you for your very kind words, and we'd love to see you here again. Please don't hesitate to call on me for your future stays here or at any other Extended Stay Hotels(sm) location.