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I drove 12 hours with my kids in the car, showed up to a shuttered front desk, and we were turned away when i called the service number. Never got a chance to stay, they took our money, and I still havent heard anything back about a refund. I'm hoping Expedia will step in and protect its customers from predatory providers.
Theodore
Stayed 1 night in Mar 2024
Response from Hotel Management on Apr 2, 2024
Dear Theodore, Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to address them adequately.Sincerely,Hotel Management
Pool was closed for the season. Breakfast food options were muffins or nature valley bars. Linens for the sleeper sofa were not in the room. We had to walk down to the front desk to retrieve them. The water in the sinks and showers smelled like sulfur. The kitchenette had not a single pan, plate, or utensil.
The place was clean but that’s about all it had going for it.
Brianna
Stayed 1 night in Feb 2024
Response from Hotel Management on Feb 20, 2024
Dear Brianna, Thank you for taking the time to share your experience with us. We are disappointed to learn of the issues you experienced, so we apologize for not meeting your expectations or also our high standards. Your comments have helped us identify areas where we may need additional attention, and we will take any necessary action. We hope you will visit again and allow us to demonstrate the outstanding experience for which we are known.Sincerely,Hotel Management
The tub was clogged, would not drain.
Called up front, they did nothing.
I have a picture of the stuff that came out of the tub when it drained.
Just felt dirty when we left the place.
Need a refund.
Christopher
Stayed 2 nights in Jan 2024
Response from Hotel Management on Jan 30, 2024
Dear Christopher, Thank you for selecting us. Providing attentive customer service is our priority, and we understand your frustration when you are still looking for this in your case. We are sorry for the inconvenience caused and regret the unattentive behavior our associate showed you. We will address this adequately so that this lapse in service never repeats. Although your experience is not typical, we have room to improve, and you have our assurance that we will. Please consider giving us the opportunity to make it up to you on another visit.Sincerely,Hotel Management
I stayed 2 days, too much noise tru people above my room and tru the bathroom pipes. Found and kill an adult german cockroach in desk next to kitchen. Bath room was not clean . Petty out date. Hotel staff was nice. Free breakfast was weak = muffins, granola bar and coffee, tee and hot chocolate thats all.
Jose A.
Stayed 2 nights in Jan 2024
Response from Hotel Management on Jan 16, 2024
Dear Jose, Thank you for choosing our hotel during your recent visit to our area. We appreciate your feedback and are sorry your stay was not the pleasant experience you deserve. Please rest assured that we will take appropriate measures to address the problem and prevent future occurrences. We do appreciate your positive feedback for our staff and hope you will stay with us again for a much-improved experience the next time your travels bring you this way.Sincerely,Hotel Management
Exceeded expectations. Michelle at front desk was great.
Verified traveler
Stayed 1 night in Jan 2024
Response from Hotel Management on Jan 15, 2024
Dear Guest, Thank you for choosing Extended Stay America. It is glad to know you had a good stay with an excellent staff, Michelle. Please visit us another time for another enjoyable experience.Sincerely,Hotel Management
Staff could not supply pillows or toilet paper. Odd smell to room. Broken glass in parking, grounds very dirty. Drug dealing in parking lot. No place to dispose of dog droppings. Was dupposed to get refund, dod not happen. Will not recommend.
Jumbling
Stayed 5 nights in Dec 2023
Response from Hotel Management on Jan 11, 2024
Dear Jumbling, We sincerely apologize for the disappointing experience during your stay. Your concerns are deeply regrettable, and we assure you that we are urgently addressing these issues. We are committed to enhancing our service standards, maintaining cleanliness, and ensuring a safe environment for all guests. Your feedback is crucial in our ongoing efforts for improvement. We apologize for any inconvenience caused and appreciate your understanding. If your future travels bring you back to the area, we hope to have the opportunity to regain your trust and provide you with the excellent stay you deserve.Sincerely,Hotel Management
Dear Naveen, Thank you for giving us a generous rating. We are happy to know that we were able to surpass your expectations and provide you with a pleasant stay. At Extended Stay America, we take pride in offering top-notch service and amenities that cater to the needs of every traveler. We value your business and look forward to serving you again in the near future.Sincerely,Hotel Management
The room was not cleaned from the previous guest. There were no towels in my room or at the front desk when i asked. I had to stay in the room because there no others available and no one ever showed up to clean it.
Verified traveler
Stayed 2 nights in Jan 2024
Response from Hotel Management on Jan 10, 2024
Dear Guest, We sincerely apologize for the inconvenience you experienced during your stay. Your feedback is deeply concerning, and we have addressed this matter with our housekeeping team to ensure that such oversights do not occur in the future. We appreciate your understanding and patience. Our commitment is to provide a clean and comfortable environment for our guests, and we regret that we fell short of meeting your expectations. We hope you will consider giving us another chance in the future, allowing us the opportunity to provide you with the excellent service you deserve.Sincerely,Hotel Management
The staff at the from Desk was really nice!
But the first room I got had already someone staying there and the other two rooms after that had a bad cooking smell.
Maria
Stayed 2 nights in Dec 2023
Response from Hotel Management on Jan 6, 2024
Dear Maria, Thank you for taking the time to write a review and for the positive acknowledgment of our front desk staff. We apologize for any inconvenience with the room assignments and the cooking smell. Your feedback is valuable, and we'll address these concerns to enhance our guest experience. We appreciate your understanding, and we hope to have another opportunity to provide you with a more seamless and pleasant stay in the future.Sincerely,Hotel Management
The staff here was all amazing and definitely deserves recognition
Jessalyn
Stayed 1 night in Dec 2023
Response from Hotel Management on Jan 31, 2024
Dear Jessalyn, Thank you for posting your kind review of Extended Stay America. Our goal is to provide an exceptional experience for each of our guests, so it is a pleasure to read about the outstanding hospitality you received from our staff. They will be pleased to hear our guests notice and appreciate their efforts. We hope you will stay with us again the next time you visit the city. Sincerely,Hotel Management
2nd foor smelled like a grow house. Old dirty carpets, paint etc.
paul
Stayed 2 nights in Dec 2023
Response from Hotel Management on Dec 16, 2023
Dear paul, Thank you for your candid review. We apologize for the concerns you had due to the carpet in your room; thank you for bringing this to our attention. In the future, please know our front desk is always available to make the most of your visit. We would have loved to resolve this while you were here. Hopefully, we will have the opportunity to make it up to you on a future visit. Thank you again.Sincerely,Hotel Management
I had a great stay at this Extended Stay . I loved the fact that it was very clean, quiet,close to everything,safe,and the staff was professional and friendly.
I will definitely stay again if i am in the area
Dear Samantha, Thank you for being our guest and for taking the time to review your experience at our hotel. Our staff works hard to ensure each guest has a great experience and that our guests' needs are met, so we appreciate your kind words regarding the hospitable service provided by our associate, Yvette. We will share your compliments with her and the team to let them know their efforts are appreciated. Thank you for choosing Extended Stay America, and we look forward to welcoming you back soon.Sincerely,Hotel Management
Stay away of this Hotel. Terrible service and condition.
Jorge
Stayed 1 night in Dec 2023
Response from Hotel Management on Dec 7, 2023
Dear Jorge, We apologize for the negative experience you had during your visit this time. We will address the aforementioned issues with the team to ensure that such occurrences are effectively mitigated and avoided in further instances. This incident is not a customary event at our establishment, and we sincerely hope you will consider selecting our hotel for future visits to see our advancements.Sincerely,Hotel Management
Dear Jennifer, Thank you for your outstanding review! We are glad that we exceeded your expectations and that you loved your time at our hotel. Our team will be delighted to read your feedback. Thank you for taking time out of your day to recognize our efforts. We hope to welcome you again soon.Sincerely,Hotel Management
This property is old and very dirty! Was not clean and did not off a good customer service. We had to leave as our son gets sick easily in dirty places. The smell of the room suggested mold. Won’t give me my money back.
Fran
Stayed 2 nights in Nov 2023
Response from Hotel Management on Nov 28, 2023
Dear Fran, Please accept our apologies for the disappointing experience you had with us. We always aim to provide a clean environment, excellent service, and an exceptional stay for our guests, so we apologize that we could not make that happen for you. The lack of hospitality from our associate and the condition of your suite you describe are unacceptable and not representative of our quality standards. We will investigate these issues and ensure that they are promptly addressed. Meanwhile, if you wish to discuss this further or have any queries, please do not hesitate to reach out to us directly at the hotel. We are sorry that these issues compromised your plans with us, and we regret that you had to leave sooner than anticipated. We hope to have the opportunity to welcome you back in the future and provide you with a more satisfactory experience.Sincerely,Hotel Management
This is the first Extended Stay I've been to that didn't have any cups (plastic or glass) and paper towels in the room. When we requested a fork, the staff member told us they didn't have any clean ones. The breakfast was sub-par as well- coffee was nowhere near hot, and the breakfast options were oatmeal, muffins and granola bars. Staff could be much more helpful and a lot friendlier.
Suzanne
Stayed 1 night in Nov 2023
Response from Hotel Management on Nov 8, 2023
Dear Suzanne, Thank you for choosing us and sharing your experience. We appreciate your feedback and apologize for the inconvenience you experienced during your stay. We are dedicated to providing excellent service, and your comments help us identify areas for improvement. We will address the issues you mentioned and work on enhancing our guest experience. Our team is committed to ensuring your future stays are more comfortable and pleasant. Sincerely,Hotel Management
Dear Tamara, Thank you for choosing us and sharing your experience. We're sorry to hear that your experience wasn't as expected. If you have any specific concerns or feedback you'd like to share with us, please feel free to reach out. Your feedback is important in helping us improve our services. We hope you will consider giving us another chance to provide you with a better experience. Sincerely,Hotel Management
6/10 Okay
DICK
Nov 4, 2023
Liked: Staff & service, room comfort
Noisy
DICK
Stayed 1 night in Nov 2023
Response from Hotel Management on Nov 5, 2023
Dear Guest, Thank you for taking the time to review your stay. We apologize for any inconvenience you experienced due to noise during your stay. We understand a peaceful environment is essential for a good night's rest. While we strive to ensure a comfortable atmosphere, we may not always control the noise from other guests. Your feedback is valuable, and we'll continue working to enhance the overall experience for our guests. If you have any other concerns or if there's anything specific you'd like us to address, please feel free to reach out to us directly. Your comfort is our priority.Sincerely,Hotel Management
This was the absolute biggest disaster hotel I haven’t stayed in. No text or phone call to warn me ahead of my check in that the only elevator wasn’t working and the pool was closed. When I checked in and was told of the non functioning elevator I asked how to we get to the upstairs floors and the desk clerk rudely pointed to the stairs and told me “walk”. I had multiple luggage pieces and told the clerk I had bad knees and and I was 64 years old. No assistance was offered to even hold the door for me. Five days the elevator worked one and the pool was never open. This hotel should be removed from your hotels listing. The indifference of the desk staff regarding their problems was amazing. They acted as if nothing was wrong. Do NOT stay here, even for free!
MANOS
Stayed 5 nights in Oct 2023
Response from Hotel Management on Oct 8, 2023
Dear MANOS, Please accept our sincere apology for your experience at our hotel. Clearly, we fell short in several areas, from communication about the non-working elevator and closed pool to the lack of assistance and courtesy you experienced. This is not the level of service we aim to provide, and we will address these issues with our team to ensure they are rectified. We appreciate your honest feedback, and we hope to have the opportunity to make things right in the future.Sincerely,Hotel Management
Dear Joseph, Thank you for taking the time to review your experience with us. We are glad you enjoyed most of your stay and pleased you loved the convenience of our location. However, we apologize if there were any inconveniences not addressed. We value our guest's feedback as we continually strive to grow and improve our guest services. It was a pleasure having you as our guest, and we hope to be your hotel of choice if another visit to our area is in your plans.Sincerely,Hotel Management
6/10 Okay
Lucie
Oct 4, 2023
Liked: Cleanliness, room comfort
Clean. Employee are nice and polite.
One night someone knock on my door at 1:40 am the person knock 4 times was scary. I try to call the front office no one answer Till I yelled to the person to stop or I will call the cops That day I left did not feel an anymore safe at hotel. Earlier that evening. Felt as someone was breaking a door and moving heavy furniture I reported at front desk the incident
Lucie
Stayed 5 nights in Sep 2023
Response from Hotel Management on Oct 4, 2023
Dear Lucie, Thank you for being our guest. Although you had a pleasant time here, reading your comments concerning your visit to our hotel isn't enjoyable. The safety and security of our guests are of utmost priority, and we work closely with local police to ensure we have a safe and secure environment in and around the hotel. We do not take these concerns lightly and appreciate you bringing this to our attention. Also, we will discuss your issues with our team and will ensure they are re-checked and corrected. Also, we will pass your remarks to our front desk team so this lapse is never repeated. Please return; we hope to provide you with a better stay in the future.Sincerely,Hotel Management
6/10 Okay
Ana
Traveled with partner
Oct 2, 2023
its an afordable place, very average....i have used before and probably will again.
Ana
Stayed 3 nights in Sep 2023
Response from Hotel Management on Oct 3, 2023
Dear Ana, We are happy you loved your time with us! Thank you for your generous compliments about your stay. Having you as our guest was a pleasure, and we hope to see you again soon. Sincerely,Hotel Management
Beds were uncomfortable, pool out of service, hallways smell like cigarettes and weed. People in the entrance of the hotel smoking and drinking at night. Makes it look unsafe.
Gina
Stayed 2 nights in Sep 2023
Response from Hotel Management on Oct 29, 2023
Dear Gina, Thank you for evaluating your stay. Our main priority is to provide a comfortable stay for our guests; therefore, we apologize that you were not completely satisfied with our beds. Even though our guest rooms are smoke-free, we occasionally have violations of this rule. Please accept our sincere apologies for any concerns you had with certain individuals outside our hotel. We will address these appropriately, and we are very grateful for your patience. We hope you will consider giving us another chance to show you our commitment to providing exceptional experiences on your next visit to the area.Sincerely,Hotel Management
Dear William, Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We hope to have the opportunity to provide you with a better stay in the future.Sincerely,Hotel Management
6/10 Okay
Stacey
Business traveler
Sep 23, 2023
You get what you pay for
Check in was friendly and fast. Room was semi-updated. Wasn’t the best but good for price. There was pet hair visible on the floor in the bathroom, the caulking needs to be redone in the bathroom and it was a little dusty. Room smelled like an old smokers room. I only needed to stay one night so it was no big deal.
Stacey
Stayed 1 night in Sep 2023
Response from Hotel Management on Sep 24, 2023
Dear Stacey, Thank you for your kind words! We are delighted you had a positive experience with our check-in service. However, we are sorry that some concerns prevented it from being perfect. We will discuss your concerns with the appropriate individuals to ensure these issues are addressed promptly. Thank you for choosing us for your visit to the area and for your valuable feedback. Sincerely,Hotel Management
Reception credit card system was not working. Receptionist was eating his sandwich while checking us in. Did not know which room to give us and had to call someone.
Room TV not working. Refrigerator was dirty. No soap or supplies in bathroom.
Mahesh
Stayed 1 night in Sep 2023
Response from Hotel Management on Sep 23, 2023
Dear Mahesh, We're sorry to hear about the issues you experienced during your stay. Your feedback is essential, and we apologize for any inconvenience you faced upon arrival. Our team should always provide efficient service and ensure rooms are adequately stocked and maintained. We appreciate your patience and understanding and hope you'll consider giving us another chance to provide a more pleasant experience during your next visit. Thank you for choosing to stay with us.SincerelyHotel Management
Very satisfied. Front desk attendent, Michelle, has an abudance of excellent customer service. Very professional and helpful all the time.
Jacqueshia
Stayed 2 nights in Sep 2023
Response from Hotel Management on Sep 14, 2023
Dear Jacqueshia, Thank you for this outstanding review and for selecting Extended Stay America for your time in the city. It is always wonderful to know how much our guests enjoy our efforts. We are fortunate to have such thoughtful and exceptional team members as Michelle; we'll gladly share your kind words with our entire team. It was a pleasure hosting you, and we hope to see you again soon.Sincerely,Hotel Management