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Reviews of Extended Stay America Suites Charlotte University Place

2.5 out of 5
Extended Stay America Suites Charlotte University Place
8211 University Exec Park Dr, Charlotte, NC

Reviews

6.4
Rating 10 - Excellent. 72 out of 247 reviews" "
Rating 8 - Good. 47 out of 247 reviews" "
Rating 6 - Okay. 31 out of 247 reviews" "
Rating 4 - Poor. 32 out of 247 reviews" "
Rating 2 - Terrible. 65 out of 247 reviews" "

6.8/10

Cleanliness

7.4/10

Staff & service

6.4/10

Amenities

6.6/10

Property conditions & facilities

6.2/10

Eco-friendliness

Reviews

2/10 Terrible

Michael

Disliked: Cleanliness, staff & service
The hotel was overbooked even though I prepaid for my room. The only room they had a broken shower and other issues. I did not stay.
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 23, 2024
Dear Michael, Thank you for your feedback. We sincerely apologize for the inconvenience you experienced due to overbooking and the condition of the room provided. Your prepayment should have guaranteed you a comfortable stay, and we regret falling short of your expectations. We are investigating the situation to prevent such occurrences in the future and ensure all rooms meet our standards. Your satisfaction is important to us, and we hope to have the opportunity to welcome you back for a much-improved experience. Sincerely,Hotel Management

2/10 Terrible

Mark

Traveled with family and small children
Disliked: Cleanliness, property conditions & facilities
It smells bad when u walk in the room
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 23, 2024
Dear Mark, Thank you for choosing our hotel to stay. We apologize for the unpleasant odor you encountered during your stay. Ensuring a fresh and comfortable environment is our priority, and we regret that we fell short of your expectations. We are addressing this issue with our housekeeping team to identify and eliminate the source of the odor. Your feedback is valuable, and we appreciate you bringing this matter to our attention. We hope you will consider staying with us again so we can demonstrate the hospitality we are known for and that you deserve.Sincerely,Hotel Management

2/10 Terrible

Mark

Traveled with family and small children
Disliked: Cleanliness, staff & service, property conditions & facilities
Bugs and the thing to control the window end up breaking
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 4, 2024
Dear Mark, It was disappointing to read that we did not meet your expectations, and we are truly sorry your stay was anything other than perfect. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide.Sincerely,Hotel Management

10/10 Excellent

Jacquanus

Stayed 2 nights in Jan 2024

2/10 Terrible

Ziann

Disliked: Cleanliness, staff & service, property conditions & facilities
This hotel was roach infested had a two night stay. Did not stay even a few hours, definitely wouldn’t so
Stayed 2 nights in Jan 2024
Response from Hotel Management on Jan 11, 2024
Dear Ziann, We sincerely apologize for the distressing experience you encountered during your stay. Please know that we take our property's cleanliness and pest control very seriously and do our best to prevent insects' entrance into our suites. However, we understand your concern and will arrange for a professional inspection and treatment of your room as a precautionary measure. We are sorry that this issue compromised your plans with us, and we regret that you had to cancel with us. We will share your concerns with the appropriate teams to ensure our guests receive the best experience they deserve, and we hope you give us another opportunity to redeem your confidence in us again.Sincerely,Hotel Management

2/10 Terrible

Wayne

Traveled with partner, Traveled with pets
Disliked: Cleanliness, amenities, property conditions & facilities
As soon as you walk into the lobby it smells like Weed. All the halls and elevators smell like it to. Don’t understand why places like this allow illegal drug use. On their property. Room was in ok condition but did kill a small roach as it ran across the floor by the bed. Was a late check in or I would have stayed elsewhere. But for over 100 a night I expected a clean drug free place and this is far from it
Stayed 1 night in Jan 2024
Response from Hotel Management on Jan 11, 2024
Dear Wayne, 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

4/10 Poor

Jamal

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Read review before booking staff was helpful but they have a roach issue wouldn’t spend my hard earned dollars on this place
Stayed 5 nights in Jan 2024
Response from Hotel Management on Jan 10, 2024
Dear Jamal, We appreciate your feedback and regret any inconvenience caused during your stay. Please accept our sincere apologies for the presence of roaches, as this falls short of our cleanliness standards. Rest assured, we are actively addressing this issue with thorough pest control measures. Your experience does not reflect our usual standards, and we are committed to resolving this matter promptly. We appreciate your understanding and hope you might consider giving us another opportunity to provide you with an improved and more comfortable stay in the future.Sincerely,Hotel Management

6/10 Okay

Mayo, Norfolk

Traveled with group
Things missing in the room TV remote and light bulbs
Stayed 1 night in Dec 2023
Response from Hotel Management on Dec 20, 2023
Dear Mayo, Thank you for reviewing your recent stay with us and sharing details about your visit. We seek to provide an exceptional experience for each guest; therefore, we regret that your room did not meet your expectations. We apologize for any inconvenience you experienced, and we appreciate you bringing these observations to our attention. We hope you will give us another chance to provide you with the outstanding stay you deserve. Sincerely,Hotel Management

6/10 Okay

Jada

Traveled with group
Liked: Staff & service, property conditions & facilities, room comfort
Stay was amazing except the latch on the door was broke and saw a bug on the wall and a smell to the room
Stayed 1 night in Dec 2023
Response from Hotel Management on Dec 12, 2023
Dear Jada, We apologize for the concerns you experienced during your stay. We work hard to provide a clean and comfortable environment; therefore, we regret that this issue compromised your experience. Our pest control provider has serviced the hotel, and we will ensure procedures are followed to prevent future issues. We regret the frustrations you experienced, and we are grateful for your patience. We hope you will accept our apologies and consider staying with us again.Sincerely,Hotel Management

2/10 Terrible

Dana

Stayed 2 nights in Nov 2023

10/10 Excellent

Vernon

Traveled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Thè property was maintained in a clean and trimmed condition outside. The interior was also prperly maintained with no obstriction in the hallways.
Stayed 1 night in Nov 2023

10/10 Excellent

JayeJaye

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Nov 2023

2/10 Terrible

Darrian

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Oct 2023

8/10 Good

TERRY

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pleasant experience
I traveled to Charlotte two weekends in a row to do the NASCAR Driving Experience. We traveled from the Tidewater area of Virginia. We arrived close to midnight both weeks. Late check in went well and the night desk clerk was very nice... The rooms were clean and well maintained. I would stay there again.
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 22, 2023
Dear TERRY, Thank you so much for your outstanding review. We are glad that everything went well during your stay and that you had a memorable experience. Thank you for including Extended Stay America during your NASCAR Driving Experience, and we hope to welcome you back to our location any time you are in the area.Sincerely,Hotel Management

4/10 Poor

Erik

Disliked: Cleanliness, staff & service, property conditions & facilities
Roach motel
There were other cheaper hotels in the same area, but I went with this middle priced hotel to be safer. Was 112 bucks compared to 60 or 80 in the same area. When we got back to our hotel at night time after our event, there were many different sized roaches all over the walls and floor, toilet seats and nightstands at night time, among other different types of bugs as well. My girlfriend was horrified. I'll never come back here. We were up all night dealing with this so we never got good sleep. However, I innitially asked the clerk who checked us in for a late checkout, he said yes no problem and wrote some notes in the computer system about it. The next day at normal checkout time we were woken up by housecleaning (after the roaches finally went away once the sun came out so we could actually get some sleep) and told there are no notes, and we will be charged for a whole other day if we didn't leave right away. This place is awful!!
Stayed 1 night in Sep 2023
Response from Hotel Management on Oct 2, 2023
Dear Erik, Thank you for your review. It is never our intention to disappoint; therefore, we apologize if there was any miscommunication on our part. Additionally, we are sorry for the issues in your room during your stay. We want to reassure you we do everything possible to discourage the entrance of outside insects mentioned. Our pest control provider does service our hotel on a routine basis. However, we will address this with them to ensure they do everything to prevent future issues. We regret the frustrations you experienced, and we are very grateful for your patience. Sincerely,Hotel Management

8/10 Good

Nitin

Stayed 1 night in Sep 2023

8/10 Good

joanne

Traveled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Staff are always kind and helpful
Stayed 1 night in Sep 2023

2/10 Terrible

Angela

Stayed 2 nights in Sep 2023

2/10 Terrible

D

Disliked: Staff & service
Went to check in, they couldn’t find reservation. Asked to sit and wait up to an hour for it to show up. Weak sauce. Didn’t stay here went and founded a more professional place.
Stayed 1 night in Sep 2023
Response from Hotel Management on Sep 10, 2023
Dear Guest, Thank you for your feedback. We were disappointed to read about your experience and apologize for the issues you had with your reservation. Please be assured we will take appropriate action where necessary to serve you better in the future. Thank you again for your candid feedback. We would love to make it up to you and hope you consider a return visit.Sincerely,Hotel Management

8/10 Good

Gaspar

Stayed 1 night in Jul 2023

2/10 Terrible

Toyin

Terrible
Stayed 9 nights in Jun 2023
Response from Hotel Management on Jul 10, 2023
Dear Toyin, Thank you for reviewing your stay with us. Our goal is to provide an enjoyable experience for all our guests; therefore, we apologize for letting you down. We hope you will consider giving us another opportunity to provide you with the outstanding service you should always receive when staying with us.Sincerely,Hotel Management

2/10 Terrible

Yogesh

Stayed 2 nights in Jun 2023

2/10 Terrible

Loveeth

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not worth it
First the young man at the front desk couldn't find my reservation, but after 5 minutes of confusion when he turned the screen to me my name was sitting right there in plain sight. Finally checked in and given a room on the 3rd floor we're told the hotel elevator is broken. I have bad knees, but fine. We get up to the room and the bathroom is dirty. Tub is completely filthy and the bedding stinks. We went to Walmart to get bathroom cleaner and disinfectant spray. We also kept having issues with the room keys not working, but it seemed to be happening to a lot of the guests. Overall it's a poorly maintained hotel where the employees are obviously doing the bare minimum to get by.
Stayed 4 nights in Jun 2023
Response from Hotel Management on Jun 18, 2023
Dear Loveeth, Thank you for staying with us and reviewing your experience. Please accept our apologies for not meeting your expectations in your outlined areas. We want every guest who stays with us to have a fulfilling experience and to depart with a lasting favorable impression; however, after reading your experience's details, we sincerely apologize that this was not your experience. We will share your concerns with the appropriate teams to ensure our guests receive the best experience they deserve. Thank you again for your candid feedback, and we hope we can leave you a much better impression on your next visit. Sincerely,Hotel Management

2/10 Terrible

HERBERT

Stayed 1 night in Jun 2023

2/10 Terrible

Tyrone

Liked: Staff & service
Disliked: Property conditions & facilities
The shower in room 300 is broken, no maintenance worker onsite on the weekends. The elevator is broken as well.
Stayed 1 night in Jun 2023
Response from Hotel Management on Jun 14, 2023
Dear Tyrone, We apologize for the condition of our suites not being up to par and for the inconvenience caused by the elevator's temporary issue. We strive to provide well-maintained and comfortable accommodations for all our guests, and we certainly understand how frustrating it can be when maintenance issues arise. Moreover, we regret our staff was not as responsive as they should have been in addressing your concerns. We always aim to follow up and resolve everything to our guest's satisfaction; therefore, we are disappointed we could not make that happen for you. We have taken note of the concerns you raised to address them adequately, and we hope you will stay with us again for a much-improved experience the next time your travels bring you this way.Sincerely,Hotel Management

2/10 Terrible

Christopher

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
When I called, I was told elevator was working. Elevator has not been working for over a month. Got to room, it was dirty and smoke alarm had been ripped off the ceiling. We left immediately and did not come back. Will never recommend.
Stayed 5 nights in May 2023
Response from Hotel Management on May 31, 2023
Dear Christopher, On behalf of our entire team, we apologize for not meeting your expectations during your recent visit. Thank you for sharing your review. Our concerned team is already at work to ensure the concerns mentioned are fixed on a priority basis. Please allow us another chance to provide you with the outstanding hospitality you should receive whenever you are our guest.Sincerely,Hotel Management

10/10 Excellent

Ken

Stayed 3 nights in May 2023

2/10 Terrible

Shavantay

Stayed 3 nights in May 2023

2/10 Terrible

Troy

Traveled with group
Disliked: Cleanliness, property conditions & facilities
Extended Stay didn’t have enough rooms at the location that I had reserved, so they had to relocate two of my rooms to a separate location so therefore I had to split my party up and plus the new location that had the rooms were more expensive and Extended Stay didn’t offer any discount for the inconvenience
Response from Hotel Management on May 3, 2023
Dear Troy, Please accept our apologies for not honoring your reservation and for the frustrations you experienced due to not receiving the room you booked. We also apologize for any inconvenience caused by moving to another hotel after your arrival. It is never our intention to disappoint our guests in any way, and we can assure you that what you experienced is unacceptable by our standards. We understand your frustration and assure you we will take adequate measures to correct this. Please reach out to us at the hotel so we can assist you with any concerns regarding your charges. We hope this isolated incident will not discourage you from returning to enjoy a great experience next time.Sincerely,Hotel Management

2/10 Terrible

Kathryn

Stayed 1 night in Apr 2023

4/10 Poor

Verified traveler

Business traveler
Disliked: Cleanliness, staff & service, room comfort
Stayed 2 nights in Apr 2023

10/10 Excellent

chris

Stayed 1 night in Apr 2023

6/10 Okay

Tamyka

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Apr 2023

10/10 Excellent

Manivannan

Traveled with family
Liked: Staff & service, amenities
Property was hygenic and clean. Staff was very helpful Lift was not working - so had to carry things in steps
Stayed 2 nights in Mar 2023
Response from Hotel Management on Apr 2, 2023
Dear Manivannan, Thank you for your positive review of our hotel. Your kind remarks about cleanliness and warm hospitality are greatly appreciated. Thank you for choosing Extended Stay America. However, we are sorry for the elevator issues that you encountered. Our maintenance team is already at work to fix it. We hope you are already planning another visit our way.Sincerely,Hotel Management

6/10 Okay

Catherine

Stayed 5 nights in Mar 2023

2/10 Terrible

Evelene

Stayed 2 nights in Mar 2023

2/10 Terrible

Chelsey

Traveled with family
Disliked: Cleanliness, property conditions & facilities
I needed a pet-friendly hotel at the last minute. There were multiple cockroaches in the room and the shower had no curtain. Also, there were no outside receptacles to dispose of pet waste.
Stayed 2 nights in Mar 2023
Response from Hotel Management on Mar 14, 2023
Dear Chelsey, Thank you for taking the time to share your thoughtful review with us. Please accept our apologies for not living up to your expectations. We want to reassure you that we follow the most rigorous industry standards regarding our suites' cleanliness and pest control. Still, we will review your feedback with our housekeeping team and pest control provider to ensure such concerns do not impact our future guests. We truly appreciate you sharing your observations, as this helps us improve our services moving forward. We hope you will try us again, as we are wholly committed to regaining your trust. Sincerely,Hotel Management

8/10 Good

Yolanda

Traveled with family
Liked: Staff & service
Not too bad for the money
The hotel itself was ok there was Upgrades on the outside but the room we stayed in need of some improvement. Door knob was coming off stains on the bathroom sink not bad but definitely can use some upgrades in the rooms
Stayed 1 night in Feb 2023

2/10 Terrible

brad

Stayed 2 nights in Jan 2023

2/10 Terrible

shanda

Traveled with family
Liked: Staff & service
Smell like cigarettes in lobby. A drug use traffic area.
Response from Hotel Management on Jan 18, 2023
Dear shanda, Thank you for the review and for sharing your experience. We adhere to a strict no-smoking policy and enforce it with a cleaning fee when we find evidence of smoking in a guest room. We appreciate you bringing this issue to our attention and apologize for the inconvenience this caused. We appreciate your feedback and hope to welcome you back to our hotel.Sincerely,Hotel Management

8/10 Good

James

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Front desk personnel very welcoming, room clean, kitchen dated but acceptable. Breakfast? Not much.
Stayed 3 nights in Oct 2022
Response from Hotel Management on Oct 29, 2022
Dear James, we are happy you chose Extended Stay America for your recent visit to the city. Your feedback is shared with the concerned team to improve guest services. It was our pleasure having you as our guest, and we hope you will revisit the next time your travel brings you to our area.Sincerely,Hotel Management

2/10 Terrible

Etsuko, San Francisco

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We pre-paid the hotel with Expedia but they overbooked and when we went there, they did not have room for us. They said that since we did not book them directly, they did not secure room nor contact us. We could not find any other hotel through Expedia either and ended up sleeping in a car.
Stayed 1 night in Oct 2022
Response from Hotel Management on Oct 26, 2022
Dear Etsuko, please accept our apologies for the frustrations you experienced due to not receiving the room you booked. We try to make every effort to provide the accommodations requested based on availability; therefore, we regret not meeting your expectations. It was our pleasure hosting you, and we hope you will return and stay with us again.Sincerely,Hotel Management

6/10 Okay

Amy

Liked: Cleanliness, property conditions & facilities
Booked 7 weeks in advance. Told us the place was booked upon arrival. Said first come, first serve. Then said few rooms, but dirty and housekeeper gone..It was busy concert weekend and couldnt find other accommodations. Others were mad also and spoke to Manager. 30 min later, a few rooms were miraculously available. 🤔 ohh AND clean!?!?!
Stayed 1 night in Oct 2022
Response from Hotel Management on Oct 26, 2022
Dear Amy, thank you for choosing our hotel on your recent visit to the area. We were disappointed to read that we did not meet your expectations, and we are sorry your stay was anything other than exceptional. We hope you will consider giving us another chance to show you our commitment to delivering excellent service and accommodations.Sincerely,Hotel Management

2/10 Terrible

Teresa

Traveled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Stay ANYWHERE but here
This was a literal roach motel. Our first room hadn’t been cleaned, there was trash on the floor, and it smelled like cat urine. They moved us to another room. When I went into the bathroom and turns on the lights roaches scattered. There were also roaches crawling on the AC unit. There were holes in the wall and burn marks on the counter. If I weren’t completely exhausted I would have driven the 3 hours home. I slept with the lights on hoping to keep the bugs away. This property should not be on Hotels.com it is disgraceful. The staff was polite and kind.
Stayed 1 night in Sep 2022
Response from Hotel Management on Sep 27, 2022
Dear Teresa, thank you for being a guest in our hotel. We were sorry to read about your experience. We follow the most rigorous industry standards regarding our rooms' cleanliness and pest control, but the room you occupied will be professionally inspected and treated as a precaution. We believe in our team and strive to make every guest feel at home, so it was a joy passing along your comments to them. Thank you again for bringing this to our attention, and we hope to welcome you back soon.Sincerely,Hotel Management

2/10 Terrible

Verified traveler

Traveled with family
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Smell in the room was awful and the bathroom counter was covered in cigarette burns.
Stayed 1 night in Sep 2022
Response from Hotel Management on Sep 27, 2022
Dear Guest, we appreciate the valuable feedback about your stay. We are sorry for the inconvenience you experienced. We are a non-smoking hotel, but on rare occasions, we do have violators of this rule. We appreciate you bringing this to our attention so we can address it immediately. Thank you for staying with us, and we hope you will make the same choice the next time you visit the city.Sincerely,Hotel Management

4/10 Poor

Joni

Traveled with group, Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
My one night stay at this property was disappointing. I had been traveling many hours, and when I arrived, there was no restroom that I could use while checking in. The facility overall has not been maintained and kept clean. Once in my room, I found a bathroom that was not very clean, a stale smoke odor, and a refrigerator that was old and stained. Disgusting!
Stayed 1 night in Sep 2022
Response from Hotel Management on Sep 27, 2022
Dear Joni, thank you for being our guest and for the valued feedback. We are genuinely sorry for the cleanliness issues with your guest room and any oversight on our part. We understand how important it is to not only have a clean room but one that is also free of smoke. We have strict policies that prohibit smoking in some areas, so we appreciate you bringing this to our attention so we can address it appropriately. Once again, we are sorry for letting you down, and we hope to have you back for the seamless stay you deserve.Sincerely,Hotel Management

2/10 Terrible

Lonita

Business traveler
Disliked: Cleanliness, property conditions & facilities, room comfort
Worst Experience
The room smelled of cigarettes and I smelled it the entire week I stayed. The Hotel should NOT be listed on this site as it has become an apartment of sorts. I was checked out early and room key given to someone else trying to get in my room. I was then RE-Charged after spending 800 to stay for the week. It was by far the worst experience I've had staying at a hotel and the sad part is I won't get any reimbursement for the mess I had to deal with.
Stayed 7 nights in Sep 2022
Response from Hotel Management on Sep 27, 2022
Dear Lonita, thank you for staying with us. We are very sorry for the inconvenience you had with us. Please allow us to review the situation to see what went wrong. Please be assured that we will take appropriate measures with our team members and train them to handle such situations better. We are a non-smoking hotel, yet we do provide designated smoking areas for guests outside the building. Your feedback is important to us as we make every effort to accommodate the needs of all our guests. Thank you again for taking the time to write about your stay; we look forward to your return visit.Sincerely,Hotel Management

10/10 Excellent

Doctanning

Stayed 1 night in Sep 2022

4/10 Poor

Helen

Stayed 2 nights in Sep 2022

2/10 Terrible

James

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horrible customer service
There was no front desk agent for me to check in, when I dialed 0 for agent no one showed. Called Marriott and was provided no additional help
Stayed 1 night in Sep 2022
Response from Hotel Management on Oct 15, 2022
Dear James, first impressions are essential; therefore, we regret that the start of your visit was not positive. We certainly understand your disappointment and the frustration you must have felt. We will take this up with the appropriate individuals to improve going forward. We hope you will consider staying with us so we can provide you with the seamless stay you deserve.Sincerely,Hotel Management