Ratings based on 161 Verified Reviews

2.9 out of 5
37% of guests recommend
3.0 Room cleanliness
3.4 Service & staff
3.1 Room comfort
2.7 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler from texas

Room not cleaned before we checked in

Posted Aug 17, 2017
The shower curtain had black scum and mold, someone's clothes had fallen in between the dresser and were there. Bed linen was already used. We ought our own from Walmart but checked out early and stayed with family in Charlotte. Will never ever stay in this creepy hotel again
Comment from Hotel Management
Aug 19, 2017 by General Manager, Hotel Management
Thank you for your feedback. We sincerely apologize for the cleanliness 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 sincerely apologize. We are working with our Housekeeping team to reiterate the importance of our daily checklists to make sure this isn't repeated. We hope you will give us another opportunity to provide a better experience on your next stay. Sincerely, General Manager
2 out of 5
by A verified traveler from charlotte nc

Nasty conditions

Posted Aug 17, 2017
Before my stay I asked the front desk if my room had been cleaned because I just want to relax and I had a long day. She said the room had been checked by her manager. I open the stove to make me a small dinner and there is food from the previous resident still there. A pan of cabbage and BBQ chicken which didn't no smell well. I called the from desk and they acted as if some type of compensation was not necessary and she didn't care.
Comment from Hotel Management
Aug 19, 2017 by General Manager, Hotel Management
Thank you for your review. Please accept my apologies for your room not being totally ready for occupancy when you checked into our hotel. We are sure this was a result of miscommunication between our Housekeeping and Front Office Departments since a suite should not be made available for occupancy until the cleaning process is complete and it has been inspected by a supervisor. We have shared your feedback with our housekeeping team as well as our front desk team and will use this as a training opportunity to improve our service delivery. We invite you to come back and validate the changes we will be implementing and to experience the stay you expect and deserve. Sincerely, General Manager
1 out of 5
by A verified traveler from Baltimore

Nasty rooms, pee on toilet, black washcloths

Posted Jul 15, 2017
The room was nasty, pee on toilet, not white washcloths, they was black suppose to be white. Old food in the room from the guest before..
Comment from Hotel Management
Jul 18, 2017 by General Manager, Hotel Management
Lee, please accept my apologies for your suite not being totally ready for occupancy when you checked into our hotel. We are sure this was a result of miscommunication between our Housekeeping and Front Office Departments since a suite should not be made available for occupancy until the cleaning process is complete. We take great pride in the service, cleanliness and maintenance of our hotel, and we hope this isolated incident will not keep you from returning to enjoy a great experience next time. Sincerely, General Manager
2 out of 5
by A verified traveler

Stay on the top floor.

Posted Jul 12, 2017
The bottom floors are super noisey; you can hear every step.
Comment from Hotel Management
Jul 14, 2017 by General Manager, Hotel Management
Thank you for your visit and for your feedback. We're sorry that your stay was affected due to noise issues. We would have been happy to try and resolve the issue or move you to another suite if you had alerted us while you were here. We hope you will consider a return as we would love to provide you with a better experience and a good night's rest! Sincerely, General Manager
3 out of 5
Recommended
for Everyone
by A verified traveler from Columbia, SC

Close drive to PNC Music Pavilion.

Posted Jun 28, 2017
Overall, good place to stay. We had some trouble with the toilet in our room, but they easily moved us to a new room.
Comment from Hotel Management
Jun 29, 2017 by General Manager, Hotel Management
Casey, thank you for being our guest. It’s nice to know our location was convenient for your needs and that you were satisfied with our service. We appreciate your feedback and hope to have the opportunity to welcome you back soon. Sincerely, General Manager
1 out of 5
by A verified traveler

Worst motel stay ever

Posted Jun 27, 2017
Cons: Maid Service, key room items
Location: Alittle rough as well.
I'll never stay at an Extended Stay again - ever. I was in a non-smoking room. Room was not clean meaning NASTY presents left in toilet SO you knew nothing else there was cleaned, no TV remote, no ice trays or ice machines. Towels & halls smell like cigarette smoke. Staff leaves with a sign - away helping other guest and things take too long to be resolved. Kitchen had 0 hand towels or paper products. Couldn't get out of there fast enough.
Comment from Hotel Management
Jun 29, 2017 by General Manager, Hotel Management
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 experienced is not acceptable by our standards, and we will be reviewing and altering our guidelines to provide a wonderful experience to all our guests. We deeply regret the inconvenience caused, and please consider giving us another chance to show you the outstanding service that we typically provide. Sincerely, General Manager
1 out of 5
by A verified traveler from VA

Hopeless Hotel

Posted Jun 11, 2017
It is unbelievably bad.the rooms are not cleaned at all.The hotel room stinks.The bathrooms are awfully bad.Not at all cleaned.Never seen such a unhygienic conditions. The staff members do not know how to speak to the customers. If this is the way they maintain the hotel pretty soon this hotel will be closed.
Comment from Hotel Management
Jun 15, 2017 by General Manager, Hotel Management
Anu, you are absolutely correct to expect a clean, well- maintained property as your home away from home when traveling, and I apologize for failing to provide that for you. My staff and I are taking immediate steps to ensure every detail from the first impression at check-in to final check-out will focus on exceptional customer service and impeccable attention to detail in all areas of our property. I hope you will consider giving us a chance to impress you on a future visit. Sincerely, General Manager
1 out of 5
by Gregory Hairston from Extended Stay. McCullough drive.

The worst room in the area

Posted May 23, 2017 on Hotels
Horrible. Had weed bags in the window seal. Window was already open with no screen. The door had a 3-4 inch gap under the door. Big enough for a something to come under the door. ( rat, cat, squirrel, etc.
Comment from Hotel Management
May 25, 2017 by Manager, Hotel Management
Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed.
3 out of 5
by A verified traveler from St. Croix

Housekeeping nightmare

Posted May 14, 2017
Pros: It's location
Cons: The Housekeeping Policy
Location: The hotel is centrally located close to the University (UNCC) and shopping.
This was my first time staying at an Extended Stay American Hotel. The receptionist when I arrived was very friendly and pleasant. Check in was easy and fast, which was helpful after traveling all day. My first night sleep was pleasant. The pillows were not comfortable at all but I managed. (Very flat, all three of them) I left for the day and when I returned to the room I noticed that the bed was made and the towels that I used weren't replaced. I took it that housekeeping may have not gotten around to my room. Day two was the same thing. Bed not made, same towels. The following morning I spoke to the front desk receptionist that's when I learned that the rooms are visited one a week by housekeeping. I would imagine if that's the hotel policy all of it's potential guest should be alerted when making their reservations.
Comment from Hotel Management
May 17, 2017 by General Manager , Hotel Management
Thank you for being a guest at our hotel. We are delighted to know you enjoyed your overall stay and that you were impressed with the service provided by our staff. Please know, while our housekeeping service is designed for long-term guests, offering minimal intrusion to their home-like stay, we are happy to offer this service to you at a minimal fee. Towels and linens may be exchanged at the front desk anytime and complimentary. We are grateful for the feedback you provided, and we hope you will choose to stay with us again. Sincerely, General Manager
1 out of 5
by A verified traveler

unclean clients checked out

Posted May 14, 2017
Cons: bedding needs to be clean no matter what star rating one room only had one towel and never did they come to turn the room with fresh linen
this is the second of two reservation that the customer was not satisfied even thou they were not at 5 star facilities there complaints were similiar bedding concerns sanitary matters that i just didnt expect dealing with expedia hope full that matters will improve my business depends on it
Comment from Hotel Management
May 16, 2017 by General Manager, Hotel Management
On behalf of the entire housekeeping team, please accept our sincere apologies for the cleanliness issues you encountered. Our housekeeping staff takes pride in what they do daily, and we also have processes in place to double check each room prior to occupancy by the next guest. We fell short in our processes and are reviewing them so that this does not happen again. Thank you for bringing this to our attention, and we hope that you will give us the opportunity to redeem ourselves on a future stay. Sincerely, General Manager