Extended Stay America Suites- Los Angeles - Torrance Harborgate Way
🏨 Hotels & Travel · 19200 Harborgate Way · Torrance
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Poor customer service and multiple facility maintenance issues during stay
Business reply on Google
We are sorry for the condition of the room and maintenance concerns. We also regret that delays in receiving assistance and the lack of communication during service disruptions added to your disappointment. Your comments have been shared with our housekeeping and maintenance teams. We hope you will consider giving us another opportunity to provide the dependable service and comfortable stay you expected. Sincerely, Hotel Management
The room was dirty and lacked hot water for two days.
Business reply on Google
We understand that the concerns you experienced with cleanliness and maintenance would understandably be frustrating. We also regret that your interactions with the front desk and the breakfast offering left you disappointed. Your comments have been shared with our housekeeping and maintenance teams. We hope you will consider giving us another opportunity to provide the clean, comfortable, and dependable experience you expected. Sincerely, Hotel Management
Staff were unavailable and unresponsive during a security threat on premises.
Multiple facility maintenance issues and poor breakfast quality reported.
Business reply on Google
A positive guest experience relies on a well-maintained environment and fully functional amenities that align with expectations. It is apparent that several aspects fell short during your recent stay. Your feedback serves as a valuable resource for identifying areas of improvement, and we remain dedicated to enhancing the overall experience for all our guests. We appreciate you taking the time to share your insights. Sincerely, Hotel Management
Front desk staff ignored guests and property condition is poor.
Business reply on Google
Dear Vincent, We are sorry that you felt unattended during check-in and that your sense of security affected your overall impression. Providing attentive service and a comfortable environment for every guest is our priority, and we appreciate you bringing these concerns to our attention. Your feedback has been shared with our management team for careful review and improvement. Everything we do is aimed at providing you with an excellent hotel experience. We would like to regain your trust, and we hope you will give us that chance in the future. Sincerely, Hotel Management
Unresponsive staff, broken television, and unclean rooms and linens.
Business reply on Google
Dear Shymeka, We sincerely apologize for the poor experience you encountered during your stay, including the lack of front desk availability, issues with the television, and concerns regarding room cleanliness and linen quality. This is not the standard of service or accommodation we aim to provide, and we regret that we fell short of your expectations. Your comments are being shared with the concerned teams for review. We appreciate you bringing these issues to our attention, as they help us improve our operations. We hope to have the opportunity to welcome you back for a better experience. Sincerely, Hotel Management
The hotel rooms provided were found to be in filthy condition.
Business reply on Google
Dear Candy, We sincerely apologize for the condition of your rooms and the inconvenience you experienced when needing to request a room change. Cleanliness is a top priority for us, and we regret that we did not meet those expectations during your visit. Your concerns about room inspection and check-in procedures have been noted and will be reviewed with our housekeeping and front desk teams to help prevent similar situations in the future. We appreciate you bringing this to our attention, as it allows us to improve our service. We hope to have the opportunity to welcome you back for a better stay. Sincerely, Hotel Management
dirty room with broken appliances and poor housekeeping services
Business reply on Google
Dear Douglas, We sincerely apologize that your experience has not met your expectations. We regret the concerns you encountered with the condition of the kitchenette, maintenance issues, and the housekeeping schedule. We also understand your frustration regarding the process for obtaining kitchen items, fresh towels, and trash disposal. Providing a comfortable and well-maintained environment is our goal, and we are sorry that we fell short during your visit. Your comments are valuable and will be reviewed with the appropriate teams for improvement. We appreciate your insights and hope you consider giving us another opportunity in the future. Sincerely, Hotel Management
The hotel room had broken amenities and poor sanitary conditions.
Business reply on Google
Dear Maureen, We sincerely apologize for the many issues you experienced during your stay and understand your frustration and disappointment. The condition of the room, maintenance concerns, and disturbance from neighboring guests are certainly not the experience we want any guest to have. Please know that your comments have been shared with our housekeeping and maintenance teams for review. We truly value your feedback as it helps us identify areas needing improvement. We hope you will allow us another opportunity to provide you with a much more comfortable and pleasant stay in the future. Sincerely, Hotel Management
The hotel room was extremely dirty and lacked basic amenities.
Business reply on Google
Dear Milan, Thank you for taking the time to share such detailed feedback regarding your recent stay. We are glad to know you found the arrival process smooth and our front desk team courteous and helpful. However, we sincerely apologize that the condition of your accommodations and several service shortfalls did not meet expectations. We understand how upsetting this must have been, especially while traveling with family, and we regret the impact it had on your experience. Your comments have been shared with our management and maintenance teams for immediate review and corrective action. We appreciate your honesty, as it helps us identify areas needing improvement, and we hope you may consider giving us another opportunity in the future to provide a far better stay. Sincerely, Hotel Management
Two hour wait for check-in due to system reboot
Business reply on Google
Dear Adele, It’s disappointing to hear about the delay you experienced upon arrival and the impression it left. We understand how frustrating this must have been, especially after a late-night check-in and the lack of support available at the time. Your feedback has been shared with the appropriate team to reinforce attention to front desk coverage and guest assistance during unexpected situations. We appreciate your patience on this matter and hope circumstances may allow us to provide a more dependable and welcoming experience in the future. Sincerely, Hotel Management
The hotel room was dirty, stained, and smelled of smoke.
Business reply on Google
Dear Lucy, We’re disappointed to hear your experience was not as expected and regret the concerns you’ve shared regarding the condition of your room and overall environment. We understand how difficult it must have been to feel uncomfortable so late at night, and we appreciate you bringing this to our attention. Your feedback has been shared with the appropriate teams for review to ensure closer attention to room readiness and presentation. We appreciate you bringing this to our attention, as it helps guide our efforts to improve the experience for all who stay with us. Sincerely, Hotel Management
The hotel has pest infestations and rude front desk staff.
Business reply on Google
Dear Amari, We sincerely apologize for the situation you described. You are absolutely correct in expecting a comfortable and clean environment when staying with us. Although we regularly treat our property, we have contacted our pest control provider to address the issue as quickly as possible to uphold our company's high standards. Thank you for bringing this to our attention. We also regret your interaction with our team, as courteous service is essential. We work hard to make our guests happy; therefore, we genuinely regret not meeting these expectations during your stay. We hope you will revisit so we can show you our commitment to outstanding experiences. Sincerely, Hotel Management
The hotel room and linens were filthy with poor housekeeping standards.
Broken elevator, faulty room amenities, and poor breakfast hygiene.
Business reply on Google
Dear Krunal, We sincerely apologize for the inconvenience you experienced during your stay, including issues with the elevator, room maintenance, and breakfast offerings. This is not the standard we strive to provide. We appreciate your patience while our team addressed some of the concerns, but we regret that your overall experience was not satisfactory. Please be assured that your comments have been shared with the concerned teams for review. We truly value your feedback and hope you will consider giving us another opportunity to welcome you back. Sincerely, Hotel Management
room lacked basic amenities and staff provided poor service
Business reply on Google
Dear Dave, We sincerely apologize for the inconveniences you experienced, including the missing pillows and towels, the breakfast not meeting your expectations, and the service you received at the front desk. This is certainly not the level of service we strive to provide. Your concerns will be shared with our team to ensure immediate improvements are made. We truly value your input as it helps us enhance our guest experience. We hope you will give us another opportunity to provide you with a much better and more comfortable stay. Sincerely, Hotel Management
Room cleaning was neglected and maintenance was handled unprofessionally.
Business reply on Google
Dear Guest, Thank you for bringing your observations forward. We understand how disruptive it can be to encounter maintenance concerns and disappointments due to service lapses and interruptions. Your comments regarding communication and response times are taken seriously and will be reviewed with our team to help uphold our standards of coordination and consideration for our guests. At the same time, we truly appreciate you recognizing the team members who made a positive impact. We remain committed to elevating future visits and creating a more respectful, comfortable environment for every guest. We hope you will consider giving us another opportunity in the future. Sincerely, Hotel Management
Staff failed to assist with late check-in procedures.
Business reply on Google
Dear Emely, We sincerely apologize for the difficulties you experienced. A smooth and accommodating check-in process is essential, and it is concerning that this was not your experience. We will discuss your concerns with our team to ensure all guests receive the responsiveness and professionalism they expect. Your feedback is genuinely valued, and we appreciate the opportunity to improve. We hope you will give us a chance to provide you with the hospitality you deserve on a future visit. Sincerely, Hotel Management
Hotel staff refused check-in and is unresponsive regarding a refund request.
Business reply on Google
Dear Sarah, Thank you for taking the time to write a review. We take guest feedback seriously, as it allows us to continue to improve our guest experience. We appreciate your review and will be taking the necessary steps to ensure the issues you described do not occur in the future. Sincerely, Hotel Management
Toilet overflowed, missing kitchen items, noise issues, and rude staff.
Business reply on Google
Dear Joann, We appreciate your valuable feedback and are deeply sorry for the difficulties you experienced during your stay. It is disheartening to learn that both the service and room conditions did not meet your expectations. This does not reflect our standards, and we sincerely apologize for the inconvenience and distress caused. Your feedback is crucial as we work to address these issues and improve our services. We are also sorry to hear about any concerns you had regarding the refund. Thank you for bringing these concerns to our attention. We ask that you please allow us some time to review this matter. Meanwhile, please get in touch with us at the hotel at your earliest convenience so we can assist you further. We hope to have the opportunity to offer you a better experience in the future. Sincerely, Hotel Management