Ratings based on 372 Verified Reviews

3.0 out of 5
46% of guests recommend
3.3 Room cleanliness
3.1 Service & staff
3.2 Room comfort
3.0 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler

No one at the hotel to check in or tell of late ar

Posted Sep 18, 2017
Pros: nothing
No one at the hotel to tell of late arrival. No one at the hotel to check in no one at the hotel to complain. Still charged for room. Will never stay at Extended Stay again. ill probably never use Expedia for any travel because of the poor customer service and unwillingness to stand behind reservations.
Comment from Hotel Management
Sep 20, 2017 by General Manager, Hotel Management
We certainly apologize for the issues you encountered which led to a disappointing stay as it is never our intention to lose focus on providing you with the hospitality you deserve. We will be sure to share your feedback with the entire team and will use it as a training tool to improve our performance. We truly regret the inconvenience caused, and please give us another opportunity to make a better impression on your next visit to our area. Sincerely, General Manager
2 out of 5
by A verified traveler from chicago

Cheaper than the mainline hotels in San Jose....

Posted Sep 15, 2017
Pros: Location
Cons: Update everything
Location: Near many tech firms
...but you get what you pay for. I stayed here because the Marriott, Hilton, etc in San Jose are very expensive. I think I will pay that next time. The hotel overall and my room needed a thorough cleaning. The furniture looked like it was from my dorm in the 80s, and the mattress and linens were worn out. Had a flat screen tv, but the cable feed was bad. It also seemed to have a shadier clientele than I am used to. There is a sign at the front desk that said "Law Enforcement reserves the right to check guest lists at their discretion". Why is that necessary?? on the bright side the bathroom was clean, and having a refrigerator was nice
Comment from Hotel Management
Sep 17, 2017 by General Manager, Hotel Management
Thank you for reviewing your stay with us. Our goal is to provide an enjoyable experience for all our guests, and we apologize for letting you down. We hope you will consider giving us another opportunity to provide you with the outstanding service you should have had this time. Sincerely, General Manager
1 out of 5
by A verified traveler from Denver CO

Awful mistake

Posted Sep 14, 2017
Our overall experience was dissapointing. The staff were rude and unfriendly. The room was not properly stocked for our stay. The pool and hot tub were broken thru our 4 day stay. The "free" breakfast was cheap muffins and disgusting coffee. I could go on and on.........
Comment from Hotel Management
Sep 16, 2017 by General Manager, Hotel Management
We are committed to offering all of our guests an exceptional stay, and we apologize that we did not do so for your visit. Your feedback is of utmost value, and we will use it as a training tool to improve our performance moving forward. We regret the inconvenience caused and hope to have the opportunity to make a much better impression on a future stay. Sincerely, General Manager
2 out of 5
by A verified traveler from Sacramento

Hotel badly needs linen replacements

Posted Sep 13, 2017
Our room was clean except for the dishwasher and coffee pot we were given. The dishwasher had black specs of unknown origin that we hope wasn't mold, and we were given a coffee pot that contained old coffee grounds of unknown age. Yuck!!! But the worst problem was seriously uncomfortable scratchy and old sheets and blankets, and what passed for some sort of bedspread, paired up with 2 lumpy and 2 limp pillows that would not be offered for sale at thrift shops. Too bad, because the few people working were very nice, but clearly needed more help. The offered breakfast items? Oatmeal and mini muffins. Period. Not even a cold cereal choice or a frozen waffle or a bagel or piece of fruit. Seems as if owners have stopped trying. We only required a one night stay due to a business meeting. If we had booked for more nights, we would have left after one. Clean, (mostly) but really dismal overall room appearance, topped off with an analog t.v.! It was a real blast from the past!
Comment from Hotel Management
Sep 15, 2017 by General Manager, Hotel Management
Queenie, thank you for your candid feedback. We apologize for the cleanliness issue you experienced which led to a disappointing stay. As we are an extended stay property, we offer a complimentary linen exchange service at the front desk and the housekeeping services are always available upon request for a minimal fee. In response to your concern, I will be coaching our front desk staff to ensure we are clearly communicating these during guest arrivals. We regret the inconvenience these caused and hope you will give us the chance to make it up to you on your future visit. Sincerely, General Manager
1 out of 5
by A verified traveler from San Francisco Ca

Front desk didnt help us at all

Posted Sep 4, 2017
There was a glitch in the central system of extended stay prompting the central system to accept reservations even no rooms available. When we got there front desk just explained the situation and said "sorry" didnt help us find a hotel or compensation of some kind. Its agood thing i just live locally and was able to get another hotel. What if Im from out of state? And she gave me that reason, where will we sleep? So dissatisfied
Comment from Hotel Management
Sep 6, 2017 by General Manager, Hotel Management
Thank you for your review. We are sorry we were not able to accommodate you this time. I truly regret the inconvenience this caused and will be looking into your feedback to find out what went wrong with the reservation. We hope you will give our hotel another chance so that we can we provide you with a stay you deserve. Sincerely, General Manager
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 28, 2017
Average and basic. Hotel staff was ok. Room was clean. Location great.
Comment from Hotel Management
Aug 28, 2017 by General Manager, Hotel Management
Thank you for being our guest. We are happy to know you liked the convenience of our location and loved the service provided by our courteous associates. It was a pleasure hosting you, and we hope to welcome you back soon. Sincerely, General Manager
2 out of 5
by A verified traveler from San Francisco

Pool Advertised, but closed. Dirty.

Posted Aug 25, 2017
Pros: The room itself was updated recently, clean and nice. Bed was comfortable.
Cons: See above. Most everything.
Location: Location close to airport. Casino/Sportsbar Matrix just a few blocks away, 5 minute walk.
Pool advertised, but closed 4-6 weeks. Staff at front desk helpful and nice, but stated clearly that her manager knew that the websites are not updated with the information and she has to deal with the complaints daily. The advertise a shuttle which they don't have an longer. I asked for a luggage rack and they don't have one because, "we don't know where it went." Windows in common areas are absolutely filthy and parking lot filled with cigarette butts and random trash, easy fixes. Based upon what staff directly told me, the Manager knows of the problems and knows the website and Expedia advertisements are false, yet does not take steps to fix it. Would not have stayed here if it did not clearly advertise a pool, clearly not updating the website or Expedia to attract business when they know the amenities are not in use. Oh...last note, I was also told that they close the pool for full winter, but do not advertise that fact and they received a lot of complaints about that issue as well.
Comment from Hotel Management
Aug 27, 2017 by General Manager, Hotel Management
Sean, it was disheartening to read that we did not live up to your expectations, and we are truly sorry your stay was less than satisfactory. We are taking appropriate steps to ensure any discrepancies on our website so our future guests do not encounter the same issues. That being said, we are happy you liked some aspects of your visit. I hope you will accept my sincere apologies and consider giving us another chance to provide you with the service you deserve. Sincerely, General Manager
3 out of 5
by A verified traveler

Posted Aug 24, 2017
Cons: In need of updating. Very old and run down.
Location: Great for an overnight stay if you have an early flight out of San Jose.
Stayed here because we had an early morning flight. No shuttle to the airport but a short taxi ride. Not acceptable place to stay more than one night. Pool was closed for repairs which made some of the guests very unhappy.
Comment from Hotel Management
Aug 25, 2017 by General Manager, Hotel Management
We are sorry we missed meeting your expectations. We appreciate you sharing your feedback as it will help us better serve our guests. We hope you will consider choosing us again so that we can provide you with an improved experience. Sincerely, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Clean!

Posted Aug 24, 2017
The hotel was one of the cleanest I have ever stayed in! We needed to use the pullout sofa bed and they gave us clean linens bagged and sealed from the front desk. The shower/bath was one piece - so no caulk or grout mold.
Comment from Hotel Management
Aug 26, 2017 by General Manager, Hotel Management
Thanks for posting a review so future travelers can read about your pleasant experience here at Extended Stay America. It's so nice to know how much you enjoyed your stay, and we are happy you were impressed with our service and well-kept facilities. We look forward to your next visit soon. Sincerely, General Manager
1 out of 5
by A verified traveler from discovery bay, ca

Awful

Posted Aug 23, 2017
Room was awful. Contacted manager. He said he would call me back with a discount. Never heard back.
Comment from Hotel Management
Aug 25, 2017 by General Manager, Hotel Management
Tony, we were disheartened to read your review. Please accept our sincere apology for the problems you encountered. We assure you that what you experienced is not acceptable, and we will take immediate action to identify why we failed so we can prevent these issues from occurring again. Also, please know, being an extended stay most of our guests prefer to bring their own amenities. However, we've all these amenities kept at the front desk and is available on request. We're sorry once again and will ensure clear communications from our front desk team going forward. We hope you will consider giving us another opportunity so that we can make it up to you. Sincerely, General Manager