Ratings based on 298 Verified Reviews

3.2 out of 5
45% of guests recommend
3.3 Room cleanliness
3.6 Service & staff
3.3 Room comfort
3.2 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler from Frankford WV 24938

My stay at Extended Stay America, Roanoke Airport.

Posted Apr 16, 2018
Pros: Not very much to like about this property.
Cons: The property needs TLC on the exteriors and walkways.
My wife and I arrived about 4:00 pm. We had reservations made one day in advance. The receptionist made us feel welcome. After acquiring the keys to our room on our way to room #316 we noticed the common walk ways were dirty and there seemed to be beverage spills along the walkways. Also we noticed the door mats in front of all the doors were extremely dirty with small gravel and stone like materials on them and they had not been cleaned or vacuumed. When we entered our room we noticed the carpet had not been vacuumed then the only trash can in the room had trash from someone who had eaten carry in food. This was very disappointing and unprofessional for service because management is not maintaining checks on their cleaning personnel and the outside appearance of a place to accommodate the public. WE went to the office and complained about the condition of the room. The lady manager said she would send someone to clean our room. She said she had only one cleaning lady on premises, so we waited for one hour and no one showed up. I then went back down to the office and complained again and the manager told me that she was waiting on the original cleaning person to come back in and clean the room. I told her this is not acceptable and I want a clean room. She then gave us a room on floor 2 room #210. This room was very clean fresh smelling. Please note: This Extended Stay America needs some very needed TLC
Comment from Hotel Management
Apr 19, 2018 by Hotel Management, Hotel Management
Dennis, it is disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. We can assure you that what you encountered is not acceptable, and we will be reviewing our guidelines to provide a better experience for every guest entering our doors. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, Hotel Management
1 out of 5
by A verified traveler from Atlanta, GA

A non-smoking hotel poised with smoke odor

Posted Apr 9, 2018
Pros: Nothing
Cons: Kindly clean the rooms to remove the smoke odor, making it a real non-smoking hotel.
Location: We were only passing by on this trip.
I always book only entire-hotel non-smoking hotels. This one is listed as this. Non-smoking signs were nicely posted on doors and in corridors and at front desk. I signed an agreement for not smoking for my stay. Everything official and looks right. However, the room I was assigned is poised terribly with smoke odor. I had to wash everything in my suitcase when I got home to get rid of it. I asked the attendee to adjust me to a different room however the other room was not a little better. They cannot even provide air refresh pray for me to suppress the odor. I had to drive to a nearby convenience store to buy one such that my family can bear the odor. Besides, the "grab-and-go" breakfast is barely better than nothing. Only a tiny granola bar, instant oatmeal, and coffee. I had to make a stop off the hotel to purchase a real breakfast. This stay ruins my good impression of Extended Stay chains.
Comment from Hotel Management
Apr 12, 2018 by Hotel Management, Hotel Management
We are disheartened to read your review. Please accept our sincere apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. We will personally address these issues with the appropriate teams to ensure happy guests is our number one priority. We truly regret the inconvenience caused and please consider us again so that 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 from roanoke va airport

unsatisfactory

Posted Mar 26, 2018
The actual room was decent and clean. Everytime we turned on the bathroom fan/light in the bathroom the entire room smelled like cigarette smoke. The outside of the hotel is dirty and the trash cans were always overflowing. We stayed 8 days and only saw housekeeping once. We will not stay at this hotel again.
Comment from Hotel Management
Mar 28, 2018 by Hotel Management, Hotel Management
Terry, thank you for being our guest. Please accept our sincerest apologies for the cleanliness and service issues you encountered while here. We have shared your concerns with our housekeeping and front desk teams, and have taken actions to ensure that we do not repeat these issues in the future. We are reviewing the situation as a training tool to improve our procedures and to ensure this does not happen again. We understand the frustration and truly hope you will consider giving us another opportunity to serve you again when in the area. Sincerely, Hotel Management
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Mar 22, 2018
Very nice hotel would recommend to anyone great prices and location
Comment from Hotel Management
Mar 23, 2018 by Hotel Management, Hotel Management
Jaz, thank you for choosing Extended Stay America. We are pleased to read we were able to meet your needs and that you liked our convenient location. Thanks again for recommending us, and we look forward to your next visit! Sincerely, Hotel Management
5 out of 5
Recommended
for Everyone
by A verified traveler from Roanoke

Posted Mar 22, 2018
I really enjoyed my stay here stayed here for an extended period of time and always receive excellent service from housekeeping to Hotel staff rooms are well-kept and very quiet
Comment from Hotel Management
Mar 23, 2018 by Hotel Management, Hotel Management
Jaz, thanks so much for the fantastic review. Our staff is committed to providing excellent service, and they will be happy to know their efforts made your stay a great one! We appreciate your feedback and look forward to your next stay at Extended Stay America. Sincerely, Hotel Management
5 out of 5
Recommended
for Everyone
by A verified traveler from roanoke va

Preferred

Posted Mar 3, 2018
No complaints it's quiet very clean and quiet. The price is awesome and rooms spacious
Comment from Hotel Management
Mar 4, 2018 by Hotel Management, Hotel Management
Thanks for staying at Extended Stay America and for the feedback. We are delighted to read you liked your spacious room and that you had an enjoyable stay along with the great value we offer. It was a pleasure having you as our guest, and we look forward to your next visit when in the area. Sincerely, Hotel Management
4 out of 5
by Penny

Bleached bare bones

Posted Dec 28, 2017 on Hotels
Perfectly adequate, clean and service was fine. Traffic noise and neighbor noise was constant. I did choose the property because of the kitcenette but did not like having to ask for the coffee maker, the cups plates etc.
Comment from Hotel Management
Dec 30, 2017 by Manager, Hotel Management
Penny, thanks for being our guest at Extended Stay America. We are glad to read you liked a comfortable stay and liked our clean facilities. To ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites. It was a pleasure hosting you, and we hope to see you again soon. Sincerely, Hotel Management
5 out of 5
by Richard

Love it

Posted Nov 3, 2017 on Hotels
We have stayed here a few times while work has been done to the house. They have everything we need. Absolutely love staying here
Comment from Hotel Management
Nov 5, 2017 by Manager, Hotel Management
Richard, thank you for making Extended Stay America your home away from home. We are thrilled to see you thoroughly enjoyed your time with us and were impressed with all that we have to offer. Thanks once more for allowing us to be of service, and we hope to have the pleasure of doing so again on your next trip. Sincerely, Hotel Management
5 out of 5
by A verified traveler

Decent Stay!

Posted Nov 1, 2017 on Hotels
Decent stay!
Comment from Hotel Management
Nov 3, 2017 by Manager, Hotel Management
Thank you for staying at Extended Stay America. We are glad you had an enjoyable time with us. It was a pleasure to have you as our guest, and we hope to see you again soon. Sincerely, Hotel Management
2 out of 5
by A verified traveler from PA

Posted Oct 30, 2017
Bathtub still had hair in it. Breakfast was granola bars and muffins in very, very small checkin area and muffins were gone by the time we got there at 8:00. Room was old and dated.
Comment from Hotel Management
Oct 31, 2017 by Hotel Management, Hotel Management
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. We are working with our housekeeping team to reiterate the importance of our daily checklists to make sure this isn't repeated moving forward. Please give us another opportunity to redeem ourselves on your next visit to our area. Sincerely, Hotel Management