Ratings based on 337 Verified Reviews

2.8 out of 5
52% of guests recommend
3.0 Room cleanliness
3.2 Service & staff
3.0 Room comfort
2.8 Hotel condition
Expedia Verified Reviews
3 out of 5
by A verified traveler from San Jose, Costa Rica

Good location

Posted Jan 17, 2018
Pros: Location
Cons: Service and "breackfast"
Location: n/a
Lobby service wasn't good, but location is excellent on my opinion, close to the freeway
Comment from Hotel Management
Jan 17, 2018 by Hotel Management, Hotel Management
Thank you for your review. Although you liked our convenient location, we are sorry our service was not up to your expectations. We will step up our efforts and revisit our training procedures to ensure we do not repeat what you experienced. Once more, we apologize and hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management
2 out of 5
by A verified traveler

Double charged

Posted Jan 5, 2018
I had paid for the room through Expedia. Two days later I saw a charge from the hotel for $73 from extended-stay Richmond. Called the hotel and they told me they charge me by mistake. Still waiting for refund. I went to get in the shower and found that there was no shower curtain. What is that all about?? The continental breakfast was a joke. They had already removed the coffee by 8:45 AM It wasn’t supposed to close until 9 AM.
Comment from Hotel Management
Jan 10, 2018 by Management, Hotel Management
Thank you for being our guest and for taking time to leave feedback. We apologize for the mixup regarding your bill. As this review is anonymous, please contact our General Manager if you would like to further discuss your charges. Thank you again for being our guest, and we hope you will consider giving us another chance to make a better impression in the future. Hotel Management
3 out of 5
by Eric from California

Repairs on top of repairs

Posted Oct 18, 2017 on Hotels
It was mediocre
Comment from Hotel Management
Oct 20, 2017 by Manager, Hotel Management
Eric, thank you for staying with us. We are happy you had a satisfactory stay. However, we are sorry for not meeting your expectation and for any inconvenience you had while here. We hope you will give us another opportunity to show you we truly value our guests. Sincerely, Hotel Management
1 out of 5
by A verified traveler

Continental breakfast???

Posted Oct 7, 2017 on Hotels
if you advertise free Continental breakfast, don't serve coffee and industrial muffins in the lobby.
Comment from Hotel Management
Oct 9, 2017 by Manager, Hotel Management
We are sorry our complimentary breakfast offerings did not meet your satisfaction. When we receive this type of valuable feedback, it is always shared with our Brand Leaders so they have knowledge of our guests' desires regarding breakfast choices and assists them in determining new future offerings. Thank you for your feedback, and please consider staying with us again.   Sincerely, Hotel Management
5 out of 5
by Jonathan

Posted Oct 2, 2017 on Hotels
Comment from Hotel Management
Oct 4, 2017 by Manager, Hotel Management
Wow - Jonathan, thank you for the 5-star rating. We are delighted your visit with us was exceptional and hope you plan to come and see us again at Extended Stay America. Sincerely, Hotel Management
1 out of 5
by A verified traveler from hilltop c.a

Surprise BUGS

Posted Oct 2, 2017
BUGS!!! THIS PLACE IS OK IF YOU DON'T MIND A BUG OR TWO!!! I COULDN'T DO IT !!! I LEFT!!!
Comment from Hotel Management
Oct 3, 2017 by Hotel Management, Hotel Management
We are sorry we failed to provide you the clean and comfortable suite you expected when you selected our hotel for your lodging needs. What you encountered should not have happened as we have regular treatments from a professional service to ward off the type of unwanted visitors you mentioned. Thank you for bringing this to our attention. We have scheduled additional treatments so our goal of providing clean and comfortable suites can be achieved and to prevent this from happening again. We hope to have the opportunity to redeem ourselves on a future date. Sincerely, Hotel Management
1 out of 5
by Koji

Posted Sep 27, 2017 on Hotels
Comment from Hotel Management
Sep 29, 2017 by Manager, Hotel Management
Koji, please accept our apologies for providing a less than perfect stay. Let me simply say we are all committed to making sure we don't repeat what you experienced. Thanks again for your candid feedback, and we hope you will give us the chance to make it up to you. Sincerely, Hotel Management
3 out of 5
by JOHN F

Posted Sep 24, 2017 on Hotels
Comment from Hotel Management
Sep 26, 2017 by Manager, Hotel Management
John, we appreciate your feedback. We are sorry there were few issues which kept you from giving us a higher rating. We regret the inconvenience caused and hope you will return for a perfect stay. Sincerely, Hotel Management
5 out of 5
by sidney

Posted Sep 1, 2017 on Hotels
Comment from Hotel Management
Sep 3, 2017 by Manager, Hotel Management
Sidney, thank you for staying at Extended Stay America and for giving us the outstanding rating! It was a pleasure to see we met all of your expectations and you had an absolutely fantastic experience! We enjoyed having you as our guest and look forward to welcoming you back on a future visit. Sincerely, General Manager
3 out of 5
Recommended
for Everyone
by A verified traveler from Lake Elsinore

Posted Aug 23, 2017
Room smelled like cigarettes otherwise staff was great
Comment from Hotel Management
Aug 23, 2017 by General Manager, Hotel Management
Rosanna, thank you for being our guest. I 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. Thanks again for your candid feedback, and we hope to welcome you back in the future. Sincerely, General Manager