Do not stay here
Posted May 11, 2015
Booked a non-smoking room, however it reeked of smoke. The desk clerk told us " Currently this is a non-smoking hotel". I'm not sure how currently!! Maybe 15 minutes, Several other guests were also in line to complain about their rooms smelling like cigarettes.
The topping on the cake was when we came back to our room after a lunch break, our key cards would not work. I went to the front desk and left my elderly parents by the room. While they were waiting, another man exited our room! He was intoxicated and was given our room key by the front desk. My dad called the front desk and was told to "bring the man down". What if he had been dangerous??? The front desk clerk said the guy told him our room number was his and so he made a key. My dad wanted to know if this hotel routinely passed out keys to anyone who asked for one!!! We felt unsafe. He asked to talk to the manager and was told there was not one present. We were given her phone number and were told she lived two hours away and could not come in.
All the hotels in this area were fully booked due to several college graduations. We would have left in heartbeat, and were actually told by the front desk that " we could leave if we wanted". There were absolutely no vacancies around.
The manager did leave us two free night coupons, but did not speak to us face to face.
When looking for a hotel in the Raleigh/ Durham area, cross Extended Stay America off your list.
Comment from Hotel Management
May 18, 2015 by Manager, Hotel Management
I received a copy of your review, and wanted to take a moment to personally respond. The situations you described are unacceptable, and I sincerely apologize for your experience. Our hotel has been recently renovated and we are a completely nonsmoking facility. We work hard to enforce our nonsmoking policy and will continue to work on improving our efforts. Regarding the room key incident, as this hotel’s manager I can assure you that I have coached our front desk staff to follow policy regarding room keys. Guest safety is our number one priority, and I will be taking all necessary steps to ensure each guest has a comfortable stay. We continually work to improve our hotel, so I really appreciate you providing us with your feedback. We do hope you will choose to stay with us again so we can have the opportunity to provide you with a better experience.