Ratings based on 913 Verified Reviews

2.8 out of 5
39% of guests recommend
2.9 Room cleanliness
3.2 Service & staff
2.9 Room comfort
2.7 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler from Phildelphia,Pa

close down hotel

Posted Nov 19, 2017
Chairs were dirty, air condition was duct tape , window would not close. walls were scatched, drawers were old and would not open, refridgerator was noisy. i put up with it for 2 days. Nerver again will I stay at an extended stay hotel
Comment from Hotel Management
Nov 22, 2017 by Hotel Management, Hotel Management
Thank you for taking the time to review our hotel. We were disheartened to read about the problems you experienced, and we hope you will accept our sincerest apology for what transpired. We are taking steps to ensure future guests do not encounter the same issues. We truly hope you will give us another chance to prove that we are committed to providing outstanding accommodations and service. We look forward to having you visit again so we can provide you with a better experience. Sincerely, Hotel Management
5 out of 5
Recommended
for Everyone
by A verified traveler from philadelphia, pa

Posted Nov 16, 2017
Very nice and comfortable and the staffs make me feel very welcomed everytime I️ come. Love that they acknowledge me and always assist me when I️ need help,
Comment from Hotel Management
Nov 16, 2017 by Hotel Management, Hotel Management
Thanks for the wonderful feedback. Making sure that every guest has an excellent experience is our #1 priority, and everyone on the team appreciates hearing these compliments. It was so good to have you at Extended Stay America, and we look forward to seeing you again soon. Sincerely, Hotel Management
1 out of 5
by A verified traveler

Didn’t stay - terrible conditions

Posted Nov 16, 2017
The first room I checked in to smelled like smoke, the second room had bugs, and the hallways smelled like mildew. I asked for a refund and left.
Comment from Hotel Management
Nov 18, 2017 by Hotel Management , Hotel Management
Thank you for your candid feedback. We sincerely apologize for the housekeeping issues you encountered which resulted in a disappointing stay. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process and for that, we truly regret the inconvenience it caused. We are working with our housekeeping team to reiterate the importance of our daily duties to make sure this isn't repeated. We hope you will give us another opportunity to provide a better experience on your next visit. Sincerely, Hotel Management
3 out of 5
by A verified traveler from Phila

Smelled like smoke

Posted Nov 15, 2017
Non smoking hotel smelled like smoke , no ice machine and bed was hard
Comment from Hotel Management
Nov 17, 2017 by Hotel Management, Hotel Management
Denise, we apologize for the smell of smoke you experienced on your stay. We work hard to provide a clean and comfortable environment and I am sorry if the smell compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. We would also like to inform you that, as we have a full-size refrigerator which includes ice trays for your convenience, we do not have ice machines on our property. Please visit us again so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Hotel Management
2 out of 5
by A verified traveler

room was dirty and not clean. Smelly.

Posted Nov 11, 2017
not clean at all. smelly. bed was not comfortable.
Comment from Hotel Management
Nov 13, 2017 by Hotel Management, Hotel Management
We apologize for the inconvenience you encountered in your room with regard to cleanliness. We are concerned about your experience and have immediately brought this to the attention of our housekeeping department to review and action. Please consider giving us another chance to provide you with a much better stay at a future date. Sincerely, Hotel Management
3 out of 5
by A verified traveler from MD

Average hotel, Expedia is worse

Posted Nov 7, 2017
I originally had a reservation booked at the Hawthorn. At 9:30pm the night of and as i was headed to the hotel, i received a call from the Hawthorn hotel stating expedia overbooked me, they dont have a room for me at the Hawthorn and that Expedia was supposed to have sent me an email with new reservation information. I waited 15mins, and no email was sent. I called expedia, explained what i was told and he said he would help me as if they had no record of this issue. The operator said he would help me rebook and find another hotel. So not only did expedia not have a reservation, they would then rebook and make it seem as if it was my choice and decision to switch hotels. After 45mins on the phone the operator found Extended Stay America, and told me i would be saving my. I asked if expedia would offer any credits or complimentary stay for expedias mishap and the inconvenience and i was told "no, im saving money instead". Dont do business with Expedia!
Comment from Hotel Management
Nov 9, 2017 by Hotel Management , Hotel Management
Thank you for staying with us and for taking the time to share your concerns. Please accept our apologies for failing to meet your needs. We hope you will give us a chance to welcome you back and experience our hotel the way it should have been during your visit. Sincerely, Hotel Management
2 out of 5
by A verified traveler from IL

if absolutely necessary

Posted Nov 6, 2017
Pros: proximity to PHL rental car pickup
Cons: everything
Location: PHL...feet away
chose the hotel due to airport ease and price. Hotel is extremely weathered and in need of everyting from the lobby area to the rooms. The single hotel worker seemed to wear many hats...too many. Bottom line the room and bed filled a need for a few hours, but not if you give it a white glove treatment. If I had booked for several nights, I probably would have checked out after the first. Cheapest....yes, but you don't get what you pay for!
Comment from Hotel Management
Nov 8, 2017 by Hotel Management, Hotel Management
Paul, it is disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. 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
1 out of 5
by A verified traveler from Virginia

Dirty

Posted Nov 5, 2017
Pros: Nothing
Cons: Everything
Room was not ready and had an odor. Also, I found some chip crumbs under the bed. Parking lot at entrance was cramped with limited parking and the security gate did not work at check-out.
Comment from Hotel Management
Nov 7, 2017 by Hotel Management, Hotel Management
Jason, we sincerely apologize for the service and cleanliness issues you encountered during your visit. We have room inspection processes in place, and we are working with our Head of Housekeeping to see where we dropped the ball. It's our goal to provide an excellent customer experience and we hope you will give us another opportunity to prove this to you on your next visit. Sincerely, Hotel Management
1 out of 5
by A verified traveler from DC

Very smelly and dirty

Posted Nov 3, 2017
Pros: The TV worked.
Cons: Cleanliness.
Location: Very convenient to the airport.
The room was supposed to be a non-smoking room, but you could smell it and see the nicotine residue on the ceilings. The bathroom smelled like a porta-pottie that had not been pumped in a month and the shower curtain smelled from mildew. Overall the condition of the room was dirty and rundown. I called around to other hotels and everyone else was booked so I was stuck . Hopefully the other rooms at this location are better.
Comment from Hotel Management
Nov 5, 2017 by Hotel Management, Hotel Management
Brian, we sincerely apologize for the service and cleanliness issues you encountered during your visit. We have room inspection processes in place, and we are working with our Head of Housekeeping to see where we dropped the ball. It's our goal to provide an excellent customer experience and we hope you will give us another opportunity to prove this to you on your next visit. Sincerely, Hotel Management
1 out of 5
by A verified traveler from philadelphia airport area

Unexpected from Expedia

Posted Oct 30, 2017
As a member for 15 years for Expedia, I was almost shocked when I saw this hotel. Please cut it off of your list. If not, please inform me not to obtain any more reservations from Expedia system any more.
Comment from Hotel Management
Nov 1, 2017 by Hotel Management, Hotel Management
M.H., please accept our apologies for failing to provide you with a stay that met your expectations. We appreciate your business and value you as a guest. We're sorry for your experience and hope you will give us another opportunity to redeem ourselves. Sincerely, Hotel Management