Extended Stay America Reviews

I've taken pictures of these things in case I have to prove all of this. Another big issue is the fact that this hotel had so many construction workers staying there every night and they would be drinking, smoking weed and cursing like drunken sailors while they barbequed outside our window each night. There were also 'cat calls' when my wife and I would walk from our car to the door leading to our room! One morning I went out to my car to find it covered in filth from some men that were preparing the parking lot for re-surfacing. Even after I washed the car there was a tar-like substance on it that will not come off. I told Mr. ** about the incident with my car and he said he sent a flier around to everyone, I never got one. Whoever heard of re-surfacing a lot with a hotel full of guests?

Anyway, my vacation was ruined and I expect and demand a full refund. If not, Consumer Affairs in Washington will get a complete record of these events as well as photos I've taken. I will also notify TripAdvisor and any other sites that critique hotels and motels. I will also let all my friends on FaceBook know what a disappointment Extended Stay America is. I feel sorry for the staff. They were very nice and worked with what they had but I'm sure they know how disappointed so many guests were. Proof of that is the number of truckers that moved out of your hotel to the Crescent Suites, next door. I demand a full refund and am prepared to fight you for it completely.

MY husband and I checked out ASAP! I went back to the front desk after taking pictures for proof. The young lady at the front desk could not believe it. She also, went to the room and witnessed what I had see. She said that she would tell the manger and district manger. I would like a refund and to be contacted about this matter. I have NEVER stayed at a hotel like this before, and it should be closed until someone gets a better handle on the employees. We ended up checking into another hotel for $124 in which I should be refunded for that also.

For no less than 5 months, I requested and inquired about a first floor room on a weekly basis. I was constantly told no first-floor rooms (one bed) were available. However, on several occasions I noted young, clearly healthy couples and individuals check into first-floor rooms. I was treated quite rudely by a relatively new front desk clerk by the name of **. Another customer had expressed to me his disgust and dissatisfaction with this same front desk clerk. I would call downstairs to ask if I had received mail (since often my mail was forwarded to a nearby Value Place hotel). Since I was under the care of a neurologist and received updated appointments for MRI's and office visits by mail, it was imperative that I receive my mail in a timely fashion. On several occasions, I received my mail after the date for my appointment had expired.

In the Wintertime, there was excessive ice and snow on the stairs and parking lot of the hotel. Several times, I lost my footing and almost fell. I expressed my concern to management, to no avail. As the weather warmed up, there were numerous hornets, bees and other flying insects outside my door, as well as in the screen of my hotel room. I requested to ** that management get an exterminator. She ignorantly stated that she would send maintenance to my room. I attempted to explain to her that maintenance would not be able to exterminate; but rather, Extended Stay needed to hire an extermination company. She repeated two more times that she would send a maintenance worker to my room. This conversation was within earshot of the General Manager. I finally threw up my hands in frustration and stated to her, "never mind".

I contacted the District Office on two occasions, due to the rudeness of the management and lackadaisical attitude on the part of the General Manager and **, in particular. On one occasion, after ** was rude to a customer checking in (she told this new customer that she "didn't want to hear any complaining, wouldn't stand for it, and better hear only positive words"), as well as derogatory to me, I made my first call to The Corporate Office. The District Manager was quite perfunctory and abrupt; and he refused to provide any refund or address the issue of **'s incompetency and rudeness to the hotel's guests.

On the day I departed the hotel (after a 10 month stay), I was again contacted the Corporate Office and spoke to a gentleman named ** (to the best of my recollection), who said what I had experienced at Extended Stay America was unacceptable; and though he was a manager of Customer Care, he would contact the Corporate Office and assure me that I would be receiving a call in a timely fashion from a member of the managerial staff at The Extended Stay on Shelby Oaks Drive. He seemed both apologetic and aghast at my horrible stay at Extended Stay, which was mandated by a court case for Contempt of Court by my ex-military husband.

I did try to find other accommodations, elsewhere, for the last two months, but to no avail due to the full to capacity nature of the other full service hotel in the area. I cannot drive, due to being legally blind in one eye from Optic Neuritis and Subtle Papilledema, two eye diseases as a result of last stage MS. I expressed to the manager I spoke with earlier this month, that if I didn't receive a phone call in response to my dissatisfaction and numerous complaints as a result of the lack of professionalism and clear disregard for disabled citizens at Extended Stay; I would have no recourse but to publish my complaints in a Social Media forum. I have since attempted to contact The Extended Stay corporate office, to no avail.

In addition they have been charging me and surely many others tax on a discount that should be taken before tax and have refused to even comment on that (Section 34-1). They no longer charge tax on the discount portion so they know they were in error. The NC tax people gave me copies the sections that were relevant but cannot get my money back for me. It is very possible they have overcharged thousands of people on discounts as some if not most other states have similar rules regarding how discounts are treated for sales tax purposes.

They are a public company that owns its hotels outright. This company has been extremely arrogant and has tried to intimidate and bully me. The general counsel, **, was the last person to reply stating: "In light of your grievance and the lack of clarity as to whether you're represented by counsel, I don't think it's appropriate for me to continue communicating." No one has contacted me since.

Additionally, trash at the stairwell, an empty 12 pack beer box on the landing. It's such a quintessential horrible experience that I'm actually amused. Until I remember that Priceline has my money until Wednesday. BTW: Priceline said they would call and try to negotiate a refund, but would not help me find a comparable place or guarantee I would get the same price anywhere else. It's Saturday night so if I check out, I'm on my own with no guarantee of a place to stay tonight that I can afford. Terrific.

I cannot for the life of me understand this level of ignorance in a corporation. The staff were terrible and if you make the slightest comment about getting something fixed, you become their enemy. If you try to get in touch with the corporate office, forget it. They will never respond and they do not even answer the phone. My wife and children were terrified to stay there. They were thrown out after being threatened by another guest several times. It was a nightmare. I would rather sleep on a sidewalk. It is more safe. Forget the rules about not smoking pot on the premises. The skunk smoke flows from the windows. It was almost as terrifying trying to get out of there. I'm glad the police were there. I can only imagine what the people are like who own this trash hole. I wouldn't work for them if they were the last company on earth.

Not only did I never receive a call back from her and found out that she never called the manager of the Waltham location to resolve our issue. I found this to be extremely bad customer service to not only ignore us but to sell our room to someone else and then try to push us off on someone else. I won't ever be staying at the Extended Stay America in Burlington again and everyone should be aware that even though you paid for your room they can just sell it to someone else for more money. This experience put a damper on my vacation to see our daughter graduate from college.

The issue we had with the hotel first, was the mold in the bathroom and some dirty dishes left behind on top of the cabinets. We informed them about those issues and cleaned the mess ourselves because the management first said they were going to do it, and didn't. There were also no pots, pans, silverware or cooking utensil in the unit so we had to bring and use our own. Then there were the water leaks (including the air condition unit by the sofa bed), the low water pressure, and the loose shower rail in the bathroom that kept fallen down. We were also uncomfortable when we found out that the shower curtain had so much mildew and mold on it that my mother became sick.

We informed the staff about these things and their response was for us to put in a new shower head. I finally went and got another shower curtain! Concerning the air/heat unit, it was leaking so much that the computer items and other valuables were soaked. They said they couldn't come out to fix it because it was a holiday. We understood, but later when we kept calling about it they would say OK, but no one was sent to fix it. They did not fix the water leaks and then the cable would go in and out all the time after they started working on the roof. Another issue was the window by the sofabed that could not open or close and the leaky air unit that would not work. There was another issue with a broken chair and broken bathroom fan that came crushing down in the bathroom. The fan in the bathroom was fixed but we still haven't received another chair.

We also have problems with the manager **. On a Saturday afternoon as we were taking a nap ** entered our room without our permission, he used his key-card and entered our room. He didn't even knock! He said he thought the room was vacant and thought we did not pay. We had payed for the room that morning. Another incident like this happen again with ** and with the maintenance man while my mother and I were still in our pajamas. He declared that there was a complaint from the room below about water damage and said it was because of the shower head we installed with their permission. They also yelled at us and threatening to evict us. The maintenance man also did not clean up after himself in the bathroom because there were black stains in the tub from his boots and finger imprints everywhere he touch.

Two maintenance men also came unannounced and without notice to fix the other air unit by the beds while my mother and I were getting dressed. We didn't have a problem with them fixing it, a courtesy call would've been nice. We did have a problem with one of the maintenance men returning to our room and using his key to enter while we were getting dressed. We thought they had finished working on it. When my mother chastised him about that he was unapologetic, defensive and argumentative. All she told him was "wait until you are invited to come in, don't just entered." It was very disturbing to be seen disrobing.

There is also a horrid stench coming from the elevator, sewage, from outside and we have to close the windows. I don't know why there is such a shortage with the linens, especially the washcloths and towels. Some days there just aren't any washcloths and towels. One day we went to one of the maids to ask for some washcloths but she didn't have any. So we went to the closet at the end of the hall to see if any maids were there. As we were knocking on the door the maintenance man came up to us and was shouting and demanded that we leave. Told us we didn't have the right to be there. That we needed to go downstairs to the front desk and get them. We tried to tell him that we had already done that and that they didn't have any. He would not listen and continued to yell at us. His conduct was very harsh, and bellicose!

On April 28, 2015 some of the staff came unannounced and refused to identify themselves. I would not let them in until they identified themselves as the staff from downstairs (under the guise of checking the water). We told them to wait while we got decent because my mother was about to take a shower and didn't have on clothes. Since they were yelling at us to open the door, even telling us that we only had two seconds to open the door or they would break down the door! Can you imagine our surprise and the distressed they caused us. One minute we're going about our daily business of bathing when suddenly we have to rush and put on clothes. And to do that to my mother who is handicap, in constant pain, with severe neuropathy in both feet, scar tissue in her bowels because of illness and surgery, blind in one eye, no cartilage in her knees, and walking with a cane!

They told us that we had two hours to pack up and leave! All the while we allowed them to search the unit with one of the police officer (who didn't identify themselves as police). We had to call the police to get that information and ** who did not identify herself as management, said we had to talk to management to get this resolve. Today when I went down to pay, ** interrupted ** from accepting my payment. ** was so vicious in his verbal attack with me that another guest, a middle-age white lady, came to my defense. She was there to complain about something that was broken in her unit. She told ** that she had waited two weeks. He was kind to her and responded in a humane way. Also, the staff keeps coming in without permission, making it impossible for to look for work, apartments or leave the room in the daytime.

We have been rejected from making payments and reservations at Extended Stay America, Indianapolis, Indiana 9370 Waldemar Rd. This is based on claims of damage by water and alleged intimidation to staff. We were told that we have ten days from the first of May to leave the property. Our reservation was canceled and they said that I, ** was a no show. ** refused to provide any information. He told me that I had to talk to **. I gave ** my cell phone number. I waited for **'s call, which did not come.

However, the law states that we have at least thirty days to leave. We have spoken with a VP of the company and he refuses to send anyone out to investigate the water damage, or a mediator for the intimidation claims. Recently, a health inspector that we called arrived and did not find any damage from water, nor did he find any leaks from our room or the room below. This being the case, there is no reason to be evicted, or have our payments rejected. Our reservation has been canceled. We have simply asked for proof of any issues. We have recordings where we have been shouted at, verbally abused, treated with disrespect by the manager and the maintenance man who walked into our room without permission. We need an answer on the payment issue. We find it unacceptable that the manager and district manager want to kick us out without proof of any wrong doing.

This process has also been repeated by your regional manager, and is not right. We are paying customers and expect to be reimburse and to have this threat of an eviction removed. I have told management to call me whenever a problem arises, and to have the courtesy to place a courtesy call before coming to our room unannounced, expecting to be allowed in immediately. Such as when they visit or if something is broken. This has yet to happen. Dealing with management has not led to solutions. I have repeatedly told them what numbers to contact me by, and I cannot leave from work everyday, without any warning or preparation. I do not understand this eviction and it has never been explained to me.

When speaking to management they have claimed that no one else in the room can be dealt with but me. But when I last spoke to ** he refused to comment further on our eviction. **, the regional manager want us out without just cause and to unjustly ban us for life from all Extended Stay America hotels. This was told to us by the regional manager, **. He refused to cooperate with us and has refused to investigate our side of the matter. The only option he offered us was for us to admit guilt for everything: the alleged water leak and intimidating some of his staff. However, it has been the area manager, **, the hotel manager, ** and the white maintenance man that have been harassing us and have been extremely disrespectful.

To want us out and to refuse to fully explain why we have to leave, and by ignoring our concerns, as well as refusing our payments, violates our rights. I have been forced to speak to clerks at the desk who know little of our situation and have no authority, this is where we stand as of now. This harassment has compromised my work. It is stressful and it cannot continue. We need clarification on this matter from someone to avoid confusion.

She takes all my complaints and take my email and said she was gonna have the manager call asap. I drive back to Dayton and still no call. Leave a message and the clerk calls me back and says "you the guy who got here late from Dayton." I said, "Yes. Why did I not have any plates and etc in my room?" He tells me there is a stand on the counter. I tell him, "No the lady who checked me out showed me the sign and I said all that trash outside my door all weekend bags and bags of trash in front of my door in a hole in the stairs". He puts the manager on and he says, "You just trying to get me to give you money back". I told him I am in customer service field and I was born and raised in Durham NC and there are only certain places I will stay when I come home and when my agent to me Crabtree area I remember it being nice and near the mall.

This property is the worst of yours I have ever stayed in: 1) door all scuffed up; 2) won't close tightly; 3) was never told I needed to sign out ice trays and kitchen supplies; 4) nasty bags of garbage piled up outside my door until Sunday when I was leaving; and 5) no phone cord, and your manager tell me it was your responsibility to tell us you needed one. My response was don't you have a check list on getting rooms ready. I said to him "my agent told me you were a 3 star property". His reply was Extended Stay will never be 3 star so I asked him to email me his supervisors number and name since he had my email and I would have a paper trail for my booking agent cause 3 star never 1 star at best.

The lady who check me out agreed with all I said, but the manager I am calling to confirm he got my complaint. He comes at me like I was trying to run a scam. My room was paid for soon as I confirmed so if your property has so many issues and you want me to inform you of what you are not doing or need to fix. I am a customer and you should never talk to me the way. Your manager talk to me today. I will never return to that property ever again. He needs to be trained on how to handle complaints and not be so combative. 6) A SMOKING ROOM AND I NEVER RECEIVED AN ASHTRAY. ANOTHER ITEM THE DESK CLERK SAID HE WAS HAVING TROUBLE FINDING AND I NEVER GOT ONE. You talk about safety issues. Wow. No ashtrays in smoking room. Oh I had to call and remind them. They forgot. (What a joke).

Our reservation had been guaranteed with a credit card because we knew it would be late and we wanted to be sure we had a room to go to. Well, what were we thinking? Apparently if you stay at this chain, you must check in by 6 pm!! - Ludicrous!!!!! Why would we give our card number to hold anything if we didn't need a late arrival? Answer- we wouldn't - no one would. We asked the clerk to help us find a room- he wouldn't & didn't. He also said that we could call back and talk to **; that she would refund us- this happened all the time. Needless to say, we missed our nephews graduation because it was early in the morning & we didn't find a place until around 2 am with our boys in tow. Not only did they bill US once for "no showing", but they billed us twice!!!! Plus it costed us an extra $45 a night plus tax for the place we ended up staying.

I got a call at 7:30am this morning from a desk clerk with this hotel- yes 7:30am - a ridiculous time for a business call!!! As we spoke, he was very condescending and even snickered at me while I was talking. He said he had refunded one of the 2 charges and he would have to call the district manager about the rest of it. He said he would call back in 10 minutes or so. So, two hours later WE called them back. The manager, **, stated that the person who called us didn't have the authority to refund anything, and she would have to call her district manager. I just talked the manager, they did agree to refund both of the charges. However, because we failed to meet their policy, they were not responsible for what they cost us. Instead, they offered us a free 1 night stay at any location. Why would we ever stay with them again? Answer- we wouldn't!!! And we still missed my nephews graduation!! Thanks a lot!!

Another thing, we had LOTS of ants in our room, & during the middle of the night I woke up and noticed a bug on our wall! This place is extremely nasty. The room smelled like cat piss when we walked into it the first night we got it. They didn't do anything about the smell.. One morning the "breakfast" was out & the lady said "I'm sorry I can't put anymore out until 6:45", & it was 6:10 (they opened at 6) and they were already out!!! Our blankets on our bed had cigarette burns in it. That's nasty. We paid to have our clothes dried in the "laundry room" & they never got dried! I'm highly disgusted with this place. It's the nastiest thing I've ever stayed in, & should be shut down!

My kids and I witnessed this exchange in the parking lot. This glorified "one bedroom economy suite" is costing "$1800 per month". We are trapped in a cycle of poverty yet we aren't technically "poor". This hotel chain caters to "one nighters" and families that don't have credit or down payments for apartments. This particular location has bedbugs, gang/drug activity. All right in the middle of the Northwest Suburbs.

In short, this is one of the worst hospitality businesses that is out there. The authorities who have oversight in cities with Extended Stays should take note and place these motels under scrutiny. If necessary, shut them down for the violations that seem to be a normal practice within their establishment. It amazes me that the top management staff who run Extended Stays isn't aware of a widespread problem and do something to address this. Perhaps they are like the rest of the apathetic staff at Extended Stays.

My parents should of been moved to the monthly rate which we found ads for both their room and my room. For my room it would of been 980 a month for my room instead they charged me for a month of nightly rates. I have put 1750 dollars into my room even though I told them that I would be there for at least a month. They overcharged me by almost a grand, and when I went to ** about it, all she did was say "Well corporate wanted it done that way and there is nothing she can do". I’m sorry but your customer service is ** when all you do is hide behind "corporate." But that’s just my room, let’s get to my parents room.

My parents have been staying at this hotel for over 3 months and have paid 7600 dollars to them, which is ** ridiculous. They wouldn’t put my parents on a monthly plan. God forbid you don’t make a ** ton of money by ** the people staying there right? ** is the manager here and she is the ** manager I have ever worked with when it came to anything. The assistant manager, ** , isn’t trained to do the manager job and always runs to ** with every little thing.

I went in there to use my card to pay my rooms rent and he ran to ** , who was sitting in the back on the phone with her husband talking about where they were going to go for lunch the next day, just to see if I could use my card to pay my room's rent. I’m sorry but if you don’t have the knowledge of being a manager or even an assistant manager then you shouldn’t be one. The only person that has been helpful at this location has been ** , who works the front desk on the afternoon shift. Everyone else has been a joke for customer service. Even if you call Corporate they won’t do a damn thing for you, corporate for Extended Stay America doesn’t care at all for any of their customers who stay with them. All they care about is money and they don’t care that they have ** people working for them.

Anyways back to the main point, 3 1/2 months me and my family have been staying here and roughly 10,000 dollars and we are being kicked out because we have called corporate too much and have been raising flags for "no reason". I’m sorry but we have paid 10,000 dollars to your ** company, the least corporate can do is actually ** look into their goddamn management and maybe make 1 of the hundreds of ** extended stays actually worth staying in. They are lucky I don’t burn this ** hotel to the ground. Oh and yes I will be suing this company for the money that they overcharged me and my parents. I will get back our 5000 that is owed to us. Don’t stay at any Extended Stay, customer service is ** , corporate doesn’t care about you, and the rooms are ** terrible.

Me proceeded to get on my hands and knees and mop the floors, clean and scrub the bathroom, clean toilet, wash sink and remake the bed! I then asked for a vacuum and was given a "steam cleaner" to clean the carpets with! REALLY!!! I did all the cleaning! My husband and I went to the store to pick up cleaning fluid for the steam cleaner so we could have clean carpets! Paying over $1,200 in two weeks and I don't even get our hotel room cleaned! Finally one week later the manager phones and doesn't offer anything but, "I am sorry for the miscommunication." Again, REALLY! Your guests have to change sheets and steam clean floors and all we get is "sorry for the miscommunication."

The room was hot all night and my husband and I were miserable! We were to have a room with 2 double beds... these double beds were the smallest double beds I had ever seen. We slept in separate beds because of how hot the room was. Upon checking out at 8 am, there was no one at the desk and the "gate" was still up. I waited and finally some girl showed up and I had to speak with her through the gate. I asked for corporate number and she said "If you want it, you will have to go on the internet and find it." I explained that the a/c did not work and she said she would let maintenance know. Needless to say we will never stay at another Extended Stay based on the rudeness of their staff.

This place seems to cater to weekly and monthly renters. Saw mostly workers (construction) in the lobby area for their breakfast which is a joke and which I passed on, and the hotel only cleans rooms weekly or weakly take your pick when someone stays over a week or when you check out unless you pay them to clean your room by the way.

When I first checked in and used the toilet I raised the lid as we men do and brown liquid stains. The housekeeping evidently cut corners and only wiped the toilet seat didn't clean the whole toilet. Also hair, not mine in sink and on one of the pillows on bed, housekeeper's hair do you think? Lol. Back to the problem. When you have people cooking and eating in these rooms and you don't clean up every day and remove food from being out coz some people are nasty you breed roaches. Since roaches hide in and behind appliances if management thinks they can get away cheap by having housekeepers clean only what can be seen. They're only fooling themselves. I would bet that if you moved the refrigerator you would find something crawling.

They need to hot shot bomb these rooms like a landlord does when tenants move out and air out for 2hrs then clean room instead of folding toilet paper. Housekeepers should leave toilet seats up showing they have been cleaned. Housekeeping complaint cards should be left in room for new hotel guest to fill out. By the way clean hotel includes the carpet in the hallways. Also it should be cleaned like the drug and grocery stores everyday coz that's where you have most of your traffic. Stairs need spot cleaning. This is common sense for a manager, it's simple things that don't cost a lot but it has to be a consistent continual process routine maintenance that never cuts corners.

Its reasons some hotels get the same negative reviews and others get good reviews, its management and being well staffed. They should take out the kitchen appliances people rarely use and introduce a decent breakfast with staff present to cater to guest, not some maintenance guy in breakfast area. Again their breakfast is a joke I passed. Got 4 more nights here bracing myself already. See can't even put food items on the counter's guest. Management expects guest to bring their own roach spray and cleaning supplies. In my opinion this Extended Stay location is bringing the franchise down and should be closed.

I made that clear to Booking.com and to Extend a Stay when I called to make sure there were not sleeping arrangement issues. The confirmation I had gotten was 2 queen doubles with a pull out bed as well in each room. I had also stated at the time of reservation that I was also going to pay the bill at the time of check in, In full and in cash. Never by either the Extend a Stay and The third party was I told I would also be required to pay 100.00 deposit. Not that I minded but I did not expect that as well as a hold being placed on my card would take place. The reason for me including all of this information now is because I want to cover all I can before I go forward and tell you what has happened.

Friday again we arrived at your location in Indiana at approx 6 pm. Upon checking in ** was there as our counter person and I would like to say she went above and beyond all she could to help us. We checked in and at the time I was informed my reservation was not in your system as it seemed and was confirmed to me that morning/afternoon prior to our departure. Upon check in we were told your location was overbooked and that we did not request two bed in each room, I was traveling with 5 others.

I was first given room 133 and 309 Room 309 is only a one bed (full size) and no pull out in the room so that left 2 people without anywhere to sleep. ** being told rooms were all clean went ahead and put them in room 109, that had a full-size bed and a pull out couch, leaving one person sleeping on the floor. When these girls checked their room out they found food in the refrigerator, spoiled at that and excrement in the toilet, the girls went to the counter and asked if someone could clean the room and we were told it was stocked with towels and clean, It was not.

** gave her and I a toilet brush and cleaner to clean the bathroom and we were told there were not any towels available to us they were out. We ended up cleaning the toilet, That in my opinion was not acceptable. But we were stuck in a situation where we had no choice. No rooms available elsewhere and No rooms that could accommodate us. Now once it was time to sleep one girl ended up sleeping on the floor and Which to our discovery at 11 pm when we had to go down and ask for bedding and blankets we were told there is no available bedding.

Ok no towels and no bedding, NO pillow cases and the pillows had yellow stains all over then and there was dog food all over the floor. Are you kidding me. This is just one of the rooms we reserved. I haven't gotten to the next one. One of the girls who had slept in that room ended up with 12 flea bites on her body that have became irritated by the time Sunday rolled around. Now in room 133 there is also a full size bed and a pull out chair, not two Queens as we were told.

Making do with what we had and trying to calm the situation with the girls we found out at this time none of the rooms had remotes to the TV and none of the rooms had plates silverware coffee makers pans coffee cups nothing. ** told us that this was something new and that we had to ask for it and usually we would have to put a deposit down for toaster, coffee pot, dishes, dishwasher soap and the rest of the items that are listed on your site as amenities to the room but ** was doing us a favor and not charging us a deposit, But "sorry No pans are available for you."

So now there is no bedding, No pans and No Towels. At the time I went back down and request a blanket it was after midnight and I was given a bedspread as well. I slept in my vehicle. Our first night there which was not acceptable except for the fact that I had 5 college students there with me whose grades depended upon their presence at function this weekend and I could not leave. I was told there would be a double available to us in the morning and I decided at that time ok better than nothing.

I will make do and just take what I got. But in order for us to get this room I would have to be at the counter by 6:30 am to 7am to get this room. I was at the counter and spoke to **. At first ** seemed very accommodating and friendly. I requested to speak with ** the manager of the hotel because honestly I was unhappy. ** told me "I will call her, could you check back in a little bit? I will have an answer to you, I just have to verify I can move you to the other room and accommodate you otherwise."

I asked when she was due in and she told me within the hour but she really didn't know because "** has insomnia and took a sleeping pill and went to bed and turned off her phone." ** told me at that time she would go ahead and just move us to the one double room but we would have to wait till after 11 am when checkout time came and that she would get her house keepers on it right away after the tenants check out. Under the impression that the manager would be in within an hour I went to the girls' room and helped them get their things together and get ready for their business they had to attend to--Our reason for coming.

I went back to the counter at 9:15 to ask ** if the manager was in yet she told me "Uh no I just got a text message from her and she told me not to do anything until she came in." And that would not really delay anything cause the room has to be cleaned anyways. Now it would in my opinion delay things because now the double room we were promised we were now unsure if we would be getting. At 10 am I went back down to the front desk and ** told me that the manager had text her and that she would be there in 20 min, But as our compensation she will go ahead and leave the pantry open for the girls that were with me for them to help themselves to granola and such if need be.

That really wasn't ok but I sat in the lobby waiting for the manager and avoiding disappointing the girls any further. 20 min passed ** was attempting to do laundry and check people in. The manager was not there, I asked ** again "is there a problem, is your manager running late?" She told me it was unlike her to not be there by now since she only lives 10 min away but she is caring for her grandson and is a single mom so she has a lot on her plate. I now know way more than I ever need to know about the manager. Except for when she is coming in to speak with me. I gave ** my phone number and I asked that the manager please please call me.

It is now after 10 am and these girls have functions they HAVE to be at! And we are already running late now waiting this long. We postponed our start time and waited until 11:30 to start loading up to go down town. I checked over and over between 10am and 11:30 asking if the manager was ever coming in, during this time ** says she is just going to move us into two double doubles and suffer the consequences.

One room becomes available before long and we moved things to room 307 then ** tells me that the manager had a family emergency and that she had to deal with this and wire her son money and now I know more about your manager and her personal life such as she is across the street wiring 400 dollars to her son who just wrecked his car and how her other son wrecked his a few weeks prior to that. I don't care about, that it is none of my business if she is buying them cars and they are wrecking them or not, I was just wanting to speak with her and try to figure out a resolve to this matter.

We pulled out of your parking lot at 2pm and ** had not shown up or reached out to speak with me but apparently been in contact with ** and told her as a bonus I could have a single queen room as well and that was room 235. I told ** "I cannot wait any longer, I have to get these girls down town and have other business to attend to But I would be back by 4, is it possible that the manager would be there?" ** told me that she was positive that she would be there but that she was promised that she was going to call me and she was true to her word and she was a wonderful person so she was sure she would not disappoint us on taking care of things.

At this point I was 56 dollars over charged, Put into two wrong rooms, cleaned them, been to the counter more times than I can count and tried to satisfy these girls that spent their hard earned money to stay there and honestly they had over paid in my opinion. 421.16 too much. I came back to the location at about 4 to 4:15pm to find ** was gone and that ** was working there at the front desk, I approached ** and I asked if the Manager was there and could I speak to her, I was told and I quote "Nope she sure isn't she had been here all day, she left at 4pm."

I said to ** "My name is ** and I was put into this room and could you tell me if the rooms were completed and stocked with towels and such?" He said yes. Room 134 had ONE towel and 3 wash clothes in it that was it!!!! He called me a liar, I went down to the room got the towel and washcloths and showed him because he informed me he did not have to come down and look for himself if ** said the rooms were done they are done. I asked ** to please contact the manager and that I wanted to speak with her asap, And asked him why I would lie about a towel after everything we had to deal with, ** told me He doesn't care what happened yesterday. It had nothing to do with him, he isn't dealing with it.

At this time a woman came down from upstairs asking for towels. He told her "uh sorry we're out, don't know what to tell you but we won't have any until tomorrow." ** told me he would not be contacting the manager she is off and it's not his problem. I told him look I have been through enough and this woman was suppose to call me and has not. I want to talk to someone in management and I would like the corporate nbr and I want to talk to the manager. At this time ** stuck his hand in my face and told me I don't know how to shut up and listen to him, he is the man in charge, he is done with me. ** walked off and disappeared.

For about 30 min comes back with a stack of towels and wash clothes and hands them to one of the girls who was with me, who was in 134 and handed them to her and said "now you have more than one." He saw that I was trying to get ahold of your customer service nbr and then he called your boss. I will be honest, Things got heated between ** and I, I had one of the girls record our conversation because he again stuck his hand in my face again and further insulted me. Finally **called in, he explained to her I was demanding to speak with her, ** talked to me and the first words out of her mouth was a lie.

She told me that she was at the front desk all day long from 7 am until 4 pm. If she was there through the total of 2 hours that I sat in the lobby and all the time I spent going back and forth with ** asking to speak with her. She was either hiding or not there. Then she proceeded to tell me that there was no way I paid in cash when I got there because this establishment did not allow cash payment, Uh yeah you have a big sign there that says 100 dollar cash deposit with all cash payments.

** also told me how she was giving me two double doubles and a single, I told her "no, Not true, I paid 421.16 for two double doubles and you gave me one single after avoiding me all day long and then having ** treat me as he did and I promise you I have a recording to verify how he treated me. I honestly should have called the cops on him, I have never in my life had customer service like that and will never ever allow such a manner to happen again." I was beyond upset and I lost my patience and temper at this point of the manager not coming in putting it all on booking.com and booking.com putting it on you, and then when I pointed out that there was information on the website that said different then what she said and they said but that I could understand somethings will differ but that filth is no excuse, black socks from the room carpet. Ok in a hotel that may or may not happen but flea, dog food, ** in the toilet, having to clean the toilet and refrigerator, as well as the run around no bedding, towels. "No I am done, I would either like you to transfer us to a different extended stay or refund our money and we will go elsewhere."

She then told me that extend a stay is obviously not the kind of place I have ever stayed at. We stayed there because this is a place that I have used in the past and honestly I truly liked extend a stay till this weekend. My overall plan was to allow these girls to do their thing this weekend to make their grade for their college credit they needed and for me to be able to rest, Not deal with the front desk and issues all weekend long, which is what it was from the time I checked in until the time I checked out.

I would love to have my money back, I paid in cash, Your manager told me there is no way that will happen, But with the state of this hotel and the treatment received I honestly honestly don't ever think I will use extend a stay again. What I have told you is true, and that is not even the tip of the iceberg. The fact that there was no dead bolt on my door of room 235 left me feeling unsafe since ** had called his friend to the location and she stared not only me down but the girls as well when we were out and about at the hotel.

The leaking sink and broken dishwasher, Non working Iron in the room and being told we're out and don't have on all the needs that the hotel stated having and was part of the package of rental was disheartening to say the least. We bought an iron, lost food because we brought ours thinking we would be able to cook it and incurred cost of towels as well as restaurants and extra gas. I am not asking for reimbursement of that just my hotel stay.

That is all and that maybe your company can look into the treatment that ** and your manager give customers, As well as whomever the night clerk was who was smoking and chatting it up with someone outside half the night in front of the hotel. Not to mention the fact that given the sound of the voice I am willing to guess the drunk woman she was chatting it up with was the manager herself. But that is my own assumption not fact as to whom your associate was speaking with. At this point there has yet to be any response from district manager or customer relations. They just keep giving a different email address to contact.

Rather than, say, apologizing for the inconvenience or offering to pay for my cab to the other property, or maybe just practicing some customer service, she said they HAD addressed the problem -- they had booked me at the other property. In other words, they had addressed THEIR problem, not the customer's. She then went on to say, "I don't know why they booked the room." Yeah, neither do I, nor was that relevant to the problem at hand.

I asked to speak to the manager -- manager not there. She called the manager and left a message -- never heard back. In the meantime, I also found out that they did not have shuttle service to the airport -- something that was advertised in the online booking and was the main reason I booked with them in the first place. When I left, I gave the front desk my name and number and asked that the manager give me a call. A few hours later and I have yet to hear from anyone.

So, let's recap: Extended Stay America practiced bait-and-switch by falsely advertising available rooms at a specific rate and shuttle service to the airport when, in fact, neither were available. When I arrived, they refused to honor that commitment. Front desk staff was rude, unprofessional, unpracticed in basic customer service and refused to take responsibility for solving the problem the ESA created. Manager was "unavailable" and continues to be non-responsive. The entire operation reeks of unprofessionalism and has a basic "slum" vibe.

Other things that seem odd; the carpet in the hallway and in the bedroom are smelly. I have taken it upon myself to clean all surfaces that we touch and disinfect. Simply because it doesn't seem that housekeeping takes a lot of care in what they do. We are staying a week, thinking the odds MAY be better here than the competition. I understand that pets are allowed in hotels, why do humans have to sleep in the same beds that other pet owners have had their pets? We are not aware of their habits or hygiene. The smells make me gag and have nausea. Is there any middle ground here?

There was also blood on the bathroom wall so at that point I took pictures. I called to request a different room but no one answered. I called the 1-800 number but all locations were booked and there weren't any rooms elsewhere due to it being Valentines day. A terrible place to stay and asked for a refund but haven't heard back yet.

This is the 4th time this week that this has happened to me and my family. The other three incidents which also involved issues with rooms not being done on time. The hotel staff weren't even sincere or sorry about the fact I waited for an hour for no reason! They should fire every employee and start over! DON'T stay here - filled with thieves and garbage. Police were there entire time as well. Definitely run down hotel but I was willing to give it a try for the rate. Disappointed, I watched one girl come in with no cash deposit and then she cancelled and left and the front desk person still told me it would be a wait for the second room. I watched someone cancel however they still decided to make my family and I wait. Staff is rude, inconsiderate and trashy!

Also our first night...there was 2-4 men sitting in front of the office all the way into the early morning of the night drinking being loud and just plain loitering outside from day when I checked in (4 pm) to about (2 am) when they finally left. I woke up the next morning to yet again. The same old biker unprofessional grown men with their 6 packs and cigarettes in front of the main doors of extended stay in Las Vegas on Maryland across from the hospital my grandma dying was currently at. About 4 pm came around again and still out there, I called the front and asked why they were allowing such. I had not got sleep. I felt extremely uncomfortable and my window was right where they were throwing their party.

We have smoking rooms, it was easy for me to book a smoking room. With that in mind the front desk clerk said this guys have been here a while and don't have a smoking room. The clerk literally was making exceptions and excuses for the men that were loitering publicly getting intoxicated and were making me a 23 year old attractive young lady very very uncomfortable especially with them two arms reach outside my window. God knows alcohol can cause people to be irrational and I felt so unsafe and felt no one cared. I woke up in the morning to get to fresh air and no men were out there at 7 am. Only to get to enjoy the site off their leftover. Take a look at the pictures. I doubt the corporate office will call me back and I doubt anyone will read this. But I hope this place gets under new management because this place is a dump!!!

I am beyond disgusting with the absolutely deplorable behavior put forth by someone you felt qualified for a managerial position. Bad choice on ESA's part. I am a business owner (of 3 to be exact) and I think that Misty ** lacks the interpersonal relationship skills needed to have a manager's position. I am requesting a review of the armful list of complaints I have no doubt the corporate office has received. Additionally, I am making a formal complaint to the BBB.

First off my aunt died that day and I know where I was and it was not at Extended stay. This was confirmed by one of Extended Stay Customer Service reps who informed me that Extended Stay was at fault and they had mistaken me with another woman my name who rented a room half way across the country in Georgia. Now you would think that I would receive a call back as promised within 48 hours to resolve this. It has now been over a week. I have spent many hours on hold have been promised to get a call back and have yet to receive one. Not only that, the hotel rep from the location that I had been refused went into the system and closed my complaint without so much a call as to why and how he had the authority to do just that.

I am very disappointed in their total disregard to me and my valuable time. Never will I recommend anyone to Extended Stay. In fact it is my mission now to inform consumers of what they have to look forward to when staying at Extended Stay America.

The first thing I usually do when I check into a hotel, regardless of how much I pay, is to remove the top comforter on the bed and throw it in the corner of the room. Everyone knows that these rarely get washed and you would not want to examine it CSI style. So, I pull off the top cover and start to examine the sheets and the pillows. First thing I noticed was that the sheets and pillow cases were very wrinkled and smelled like they had not been washed in some time. Gross! But that's not the worst of it. I flipped over the pillow and found (drum roll) a dried BLOOD STAIN! Absolutely revolting and unacceptable. Then, I went to use the facilities and noticed stains on the supposedly fresh towels. So I called down to the front desk to explain the situation.

The front desk clerk told me I was welcome to bring the sheets and linens down to the front desk and she would be willing to swap them out for some "new" ones. So that meant I would have to walk all the way back down to the front desk, dragging sheets and pillow case and then come back and still have to make my bed. I was so irritated that I just hung up on her. I was tired and just wanted to get some sleep, so I decided I was going to make the best of it. So I stripped the remainder of the bedding. Luckily, I had an emergency blanket in the trunk of my car and made the bed up the best I could. Unfortunately, I did not have an emergency pillow in my trunk. So I balled up my jacket and used that as a makeshift pillow. So needless to say, I got a GREAT night sleep and will never stay there again. I'm curious to see if they even care about this review. I really don't expect a response.

Went to take a shower... toothpaste all over the floor, wiped it up, the wash cloth was black , looked in the tub, it had more hair in it than a balding man. Cleaned the tub and the floor so I could take a shower. Then my grandson got sick and started throwing up on the 31st, the temperature in the room was horrible. My son (who had sense to stay at another hotel, got it to cool down but the AC kept getting hotter and hotter, and the room started smelling like urine. It was horrible and how on earth this hotel earned an excellence award from Expedia, I will never know.

I checked out on the 1st as soon as I could find somewhere else to go. Then I questioned why my confirmation was $593 and they were charging $668. and I wanted a refund because I had to check out 3 days early because the horrible conditions. As my 6 year old grandson was so sick I had to get him some place clean and cool, I ask them to hurry up, Heather said she would do all the credits to the card, but they have no idea of what price you are booked for unless the guest questions the cost. Then they get a fax from corporate of what you are supposed to be paying, so if you don't ask you will not get your reservation price.

I have traveled many miles for my employer in the past 20 years as well as personal travel and I have NEVER had such a horrible experience as I did in this hotel. I hope the people behind me in line ran as fast as they could... It was filthy, and so hot, germs could breed like crazy. I have no doubt my grandson got sick from that room... I suggest that my company removed this place from their approved list of hotels. Poor Heather tried to do her job but she can't control the operations of the hotel as she is only a front desk clerk. I felt sorry for her. I don't even have a receipt of what will be billed to my account...

Two days later, hey $257 incidental charge was taken out my bank account. It was ashes on the floor, no permanent damage to the room and they're going to charge me $257 because they had to run the vacuum cleaner over a couple more times. It said nothing in the rules that you would be charged $257 if caught smoking in the room. I could see if there were burn marks maybe but ashes. Tried to get a hold of corporate, nobody calls me back. Try to call and talk to a different manager, they're always busy. Not to mention for the second stay they wouldn't charge me $3.50, I would have accepted that for incidental charge for finding ashes on the floor but now I have no idea what that charge is for and I cannot get anybody on the phone to give me an answer. Their hotels are dirty, bug infested and loud anyway so I would not suggest staying there.

When going to complain, no other room was offered. We had to cancel, and sit in a parking lot trying to find a place to stay when we were exhausted. I tried to call guest relations and held for 30 minutes before giving up. Tried again today and held for 10 minutes. This particular hotel is in Dallas on Carnaby St. Don't go here! I consider this false advertising. We ended up at La Quinta with no pet fee, a much bigger and immaculate room with only a slightly higher nightly rate that ended up being cheaper because of the no pet fee. Much safer and closer to where we needed to be.

Nobody could tell me why the amounts were different. In the end, it was the best thing for my situation to put the stay on that card. When it came to me finally finding a place to live, I inquired about leaving one day early, I was told if I did, my last week would revert to the daily rate of over 100 a night. So if someone is paying cash for their room, they are expected to pay up the full week, full cost, then when they check out, they get a refund???? Absolute scam. Considering the condition of the room, these requirements are ridiculous. If they must have these policies, then this should be very clear before booking a room and all front desk staff should be properly trained in order to relay this information. Had I not just traveled back across country, and had somewhere to live... I would have NOT stayed at this hotel, and will never stay at this chain again.

The room has roaches, the furniture is very old, one chair is broken. When I stated to the girl at the front desk to give me another room and yes I did mention I was a repeated and very good customer she literally said "So what? That's all we have." I jog around the property and this is a big hotel. The parking lot was not even full at all. And I guess the staff is not train to at least have some kind of tact or etiquette when talking to the customers (daytime) staff... I mean "So what?"... Really. Is it very hard for hospitality staff to speak in a guest friendly manners? Almost all businesses have incentives for repeated and good customers. Airlines give you miles, etc. This corporation doesn't at all. That is very disappointing. I could not even get a decent room.

I have lupus with Asthma and COPD. Vacuum please, dust change the comforters. No one wants to walk or sleep in someone else's dead skin cells. This time I am on Leland in room 329. There's white powder in the air conditioner, holes in the carpet, stains on the comforter, the counter has some kind of stain or residue and is peeling. I had to wipe down the floor (wood part) with a soapy towel. It was black after and the dresser drawers are falling apart on to the floor. This is not a rentable room. I didn't pick this hotel, priceline did. However it's crazy that this hotel expects over $50 per night, walk-ins are more. This is shameful! I have yet to see a decent room.

I live in Buckhead on the golf course. Economical room doesn't mean dirty or nasty but at extended stay it certainly does. Oh the fire alarms don't work at this location. There is a sign up front posted by the Cobb county fire Marshall. None of us are safe! I would like my money back. I've not slept the first night of my 3 nights.

I was given numbers for management and told to call them... I did try and the VP of customer care Vandeep was not in service and the regional and district management's Google phones did not work. I then called their customer relations number and was placed on hold for 2 hours before I hung up. I then called Hotwire's customer service and spoke to an customer service rep and then her supervisor. I requested them to book me another room one with which meets their advertised room rating to assure that we would not have a similar situation. This was a request from another world it appeared as no one from Hotwire was ever going to complete my request. All I received from Hotwire is that I had to pay for the room which of course I had by credit card. They called the hotel's front desk and was told we had never checked in and there was nothing they could do till I checked in. I told them I had checked in but did not accept the room. What was I to do? I asked and Hotwire's response was "pay for the room" and that was their only response....

I went to the front desk 3 times and received a key which did not work. It was reprogrammed 3 times. On the 4th request I asked for a new key to be programmed hoping this would work. It did not. I went back to the office and was told there was nothing they could do and The new front desk person left the front desk to open up another room for a guest because she could not get their key to work also. During this time 2 other guest left due to the health hazard that they left due to the lack of cleanliness of the rooms they had booked. A couple Norm and Arlene from Florida and Cory a woman from California. They did not also like the fact they had to get the towels from their room from the laundry room themselves. We were there 3 1/2 and no room.

The next morning, the front desk promised us a free night for the inconvenience. On the sixth day, I went to the front desk and asked if they had given us our free night on our account. The hadn't given us a free night yet. So at the point, they stated they credited our account for a free night. So we were all set to stay for 8 days instead of 7. Note: the front desk person, **, never asked me if we were staying another week or if we wanted to extend our stay. At this point we're thinking every thing is great and we will stay an extra night, then extend another week on day 8. On day 7 we woke up and were preparing for the day. We were excited to start our day, because it was our 4th month of being married. As we were preparing for our day, there was a very loud banging on our door. It was ** from the front desk yelling at us. She was yelling for us to leave immediately.

She went further to tell us if we didn't open the door right away she would call the police. We were looking at each other thinking "what in the world is going on?". There was no problem, but there's ** banging on our door, yelling at us, threatening us with the police. We did nothing to deserve being treated like this. I told her through the door we were not dressed yet and we weren't prepared to open the door. She took that as a threat and threatened us again, that she's call the police if we didn't open the door immediately and leave. So I opened the door even though I'm only wearing my boxers. Upon opening the door, I saw 2 little girls employed to clean the rooms across the hall. They were like 8 to 10 yrs old. They were standing there staring at me in my boxers as ** was enraged and yelling at us to get out and leave the property immediately.

I tried to tell her we were staying until we found an apartment, but she just kept telling us to leave NOW!!!! or else she will call the police. We could not believe what was happening and that we were being treated like animals totally unprovoked. So of course we wanted to get to the bottom of this and get the issue straightened out. So we got dressed and went to the front desk to talk to the manager. We got to the front desk and ** continued to speak to me very nasty so I raised my voice to her demanding to speak to her manager. She became absolutely enraged and yelled at me telling me to not speak to her like that and she is going to call the police right now. She had her manager on the phone at that time and refused to let me speak with her. We waited for the police and ** made up some elaborate story about us. Total liar!

We tried to tell the police how she treated us and created this entire situation all by herself. They didn't listen to us at all. So we packed up and left and we'll NEVER return to any Extended Stay. Our civil and human rights were violated. What is our country coming to if businesses can treat people like this and get away with it. We went to a much better hotel and spent a little more for a much higher quality service where we are serviced as high paying customers and not humiliated and demeaned in "Ghetto Stay America".

I recommend to everyone, to NEVER stay at any Extended Stay America...it's not worth the hassle. You can find much better for just a few dollars more. In closing, we never got a receipt, we weren't given an option to stay, it wasn't our choice they just kicked us out, we never received any notice that we need to renew our week and we never received our free night as promised.

Now for all pet friendly motels, believe me, I'm grateful you allow for us to bring not just our dog, but our 4 legged son, but what I do not find to be fair is the $25.00 per day pet fee for clean up, cuz I clean up after our dog. I think there should be a deposit for our pets, & if & only if he destroys anything, the consumers should be charged. The good pet owner should not have to be punished, for the not so good pet owners.. Just a thought there!!! What you can do by law & what you should do for your guests is two different things. Js, now I'm sure I will be back cause like I said this is only day one & we have a week here!!! & the advertised FREE WiFi don't seem to work either.

The first time the reservation was cancelled and I thought it was a problem with the debit card. So I lost 922 dollars. (Nine hundred and twenty two dollars). The second time I made the same reservation again with a different debit card and I called the Extended Stay America to ask them what kind of room that I would be getting and I told them my name and they proceeded to tell me it was cancelled. I told them yeah it was cancelled due to a debit card problem but I had made a second reservation. They then told me that it (second reservation) would be cancelled as well. I asked why and they told me because of cigarette smoke in the room and I told them that I DID not smoke in the room because of my boy and my wife that does not smoke. She would not stay in a room filled with smoke with or without my kid in it. I told them that it was absurd and had me mixed up with someone else.

It was 4 months later after my first stay with them. I was always nice and courteous with the employees there, I even helped them shovel snow on the side walks in the winter. Also I helped the lady put out coffee when she was too busy on the phone. I made sure that I would be able to stay there again with no problem because it was in a very good location for me and also the price was also affordable. I lost $922.00 dollars and treated with disrespect. As for the second reservation I lost $820.00 dollars. I would really like to get a hold of corporate and settle this dispute. I am letting people know that you should not stay at Extended Stay America at all because of this.

I arrived at ESHA White Rock Road and immediately things were bad. The people above me were so loud, I could only guess that they were doing aerobics in their room. It literally sounded like people were jumping up and down… non-stop. I soon noticed a man with a young child entering the room, so didn't complain. Kids will be kids.

When I received the "please review us" email from the manager, I mentioned that it was very loud. They responded by telling me they would move me. I said fine, but I would like to wait for a room on the top floor, to avoid the same problem. They moved me right next to the loud people. I responded by telling them it was not a good idea, but then they sent me another email saying the room was ready. The noise was getting really bad so I figured it would be better to be next to them rather than remain below. When I made it up there and had just about finished moving, they were moving out! Apparently the manager, **, didn't put this together. Oh well, I was there. The room was housing about 10 people, adults and children, saw it with my own eyes. I noticed that the room went unused for days because these people had wrecked it. The stench could be smelled just walking by as the housekeepers cleaned it. This is not an exaggeration.

Flash forward a day or so, I was awakened by a hotel-wide fire alarm on Wednesday, September 4th, about 6am. It went on for ten minutes and I started to get nervous. My cats were starting to react badly to the noise so I thought it was time to load them in their carriers and take them to the parking lot. They were both frightened and hiding under the bed, so it was rather chaotic. Meanwhile I tried to call the front desk, as the room emergency instructions ask you to do, but nobody answered. So I began the panicked process of getting my cats down the three flights of stairs.

The next day, the housekeeper came (first housekeeper visit). I stayed while she worked because I don't trust anyone with my animals. She’s a nice girl and I give her a tip when she left. Later, I'm going out to meet a relative so go to put jewelry on. The box is gone. Panic ensues, and I tear the room apart looking for it. I call the front desk. Clerk tells me he can do nothing and to talk to the manager, **, in the morning.

I don't sleep at all that night, so am at ** office about 6am, if not earlier. I tell her what happened and she literally rolled her eyes at me. She immediately tells me her staff doesn't steal. Well, I never said nor implied that they did, because they were never in my room alone to my knowledge. While it is highly improbable that I left the box in the first room, because I am 100% certain that I saw the box in my new room, I ask her to contact the people who were now occupying my previous room. I never lost my cool or raised my voice. I was exhausted so that wasn't actually possible. She said, "Yeah, I'll do it later". Didn't sound too convincing. She offered no sort of "I'm sorry you are experiencing this"... she offered NOTHING. NADA. ZIP. No sort of help.

I realized that I had worn a pair of earrings from the box and understood now that the box was stolen during the FIRE ALARM while we all waited like idiots, for over an hour, in the hotel parking lot. In hauling out the cat carriers, and all the chaos, the door must have not closed properly. When I called the corporate offices later, "Justin" asked me if the manager had filed an "incident report". I told her that **, in fact, did nothing. He said this was wrong. He called her while I was still on the phone. When I returned to the hotel and told her I was there to pick up the incident report, I asked her "Don't you think you should have done this earlier? Or perhaps let me know there would be steps to address this situation?" Her response was "Oh yeah I did it". Sure you did... because I went over your head.

Following this, I made a police report with the Rancho Cordova Police Department. The woman was nice. She got some of the facts wrong, but was very sympathetic. She emailed the report to me very quickly. In the end, the "customer relations", higher-ups at Extended Stay Hotels of America, located in Charlotte, North Carolina, did absolutely nothing to assist me. Same with AIG Insurance, Portland, Oregon. "Investigation" included 1 phone call. Avoid the entire chain at all costs.

The onsite manager told us that if it were up to her she would keep us since our employee was very quiet and never caused any problem. We feel like an increase of over 35% in a matter of 5 months is excessive and deserved an explanation. Instead of getting a call back we got the run around. On 4/14/14, the hotel processed an unauthorized charge on our company card in the amount of $1019.70. This was at the rate of $34.99/night that we did not agree to and were still waiting to discuss. After numerous phone calls, usually waiting on hold for 15+ minutes, we finally got demanding on 4/24, insisting that we get this matter resolved that day as they had processed an unauthorized charge and we would be filing charges.

Our employee advised us that for a several days he would return home to discover that they had locked him out of his room, forcing him to go downstairs so that they could bully him into getting us to sign a credit card authorization form. This was likely because corporate was breathing down their throats to fix their mess. We did not understand why they needed an authorization since they TOOK the money they felt they deserved without authorization.

Finally we got a call back from Andrew ** (a regional manager of sorts) who was unwilling to negotiate with us on the nightly rate. Even though we told him that our employee would be returning in the fall and would be there for 8 months each year over the next 4-6 years. The facility processed a full refund of the unauthorized amount on 4/24/14. Since they had been completely unreasonable and due to their lack of customer service skills, we decided to move our employee out and into a $40/night hotel.

I asked Mr. ** for a bill for the unpaid time spent at his facility. We told Mr. ** we would submit a check since we did not trust them with our credit card. Mr. ** wanted a new credit card authorization signed and was unwilling to accept our payment by check. He abruptly told us he would move us out in the system and send our balance to collections and hung up. Please note that on 4/24 our employee advised us that someone from the hotel came up to his room to have him sign his registration form. Something they apparently forgot to have signed when he moved in, they were likely covering their tracks.

Our employee also advised us that he had not received maid service the entire time he was there. After all this occurred we checked the web and discovered several unhappy customers with customer service complaints. Another fact... you can get quick service when calling for a reservation but current customers must wait forever for any type of service. You also can’t get a receipt for your stay.

I have called the corporate office for 2 days in a row and left messages. They have yet to return my call. Housekeeping was coming to clean my room on Fridays, then they started coming on Saturdays, then Sundays with no explanation. I called them on 2 occasions and they said they didn't even have me on the schedule at all. Then she called me back and asked me, can I wait until Monday... Are you serious???

They said that was fine, but we needed to get it out as soon as possible. So we had to find another place to stay in the mean time and pack our belongings at the same time. We found a place and packed our belongings, but forgot some of our unopened frozen food, which was over $150 dollars worth of food. We called the hotel back not even an hour after we moved out to tell them what we had forgotten, and they informed us that they had thrown it in the garbage already!!! We were furious and upset that something like this could happen to anyone especially after staying their for 2 weeks.

The other thing was that, we forgot a Native American Necklace hanging on the lamp, which was a sentimental item from my moms funeral. They also stated that they didn't find anything like that in the room either!!! Hmmm, which makes me to believe that the cleaning people have no respect if people forget some personal items in the rooms!!! They must be thieves and steal from the customers any chance they get without a care in the world!!! Which also includes the management team!! !

The younger male at the desk had an earpiece in, talking on his cell. He told the person, "I've gotta go," but continued for 15 to 30 seconds. He apologized. I told him my name and that I'm checking in. "Oh, that room's not clean," he glances at his clipboard and says, "Yes it is, I just didn't write it down." Maybe he was new, and we've all been there, but he seemed very scatter brained, and inexperienced. He was friendly, very cute,with a nice smile... but I digress. Checked in.

I'm on the 3rd floor. No elevator. Fine, I could use the exercise. Climb the steps...open the 3rd floor door. The first thing I noticed, was the odor. It wasn't overpowering, but to me it smells like the carpets have been cleaned but not dried properly. The carpet is horribly dated. For some reason, all I could think of was the movie The Shining as I'm walking the hall. Get to my room. At first glance, its dated, but has potential, the carpet has stains. I sit to rest for a moment. Unload my things. Go out for a bite to eat. Come back, time to settle in. I unpack things, I noticed there are a few dishes but no pots or pans.

The cover over the stove is dirty. Not dust, actual particles of something. The bathroom counters and tub are very dull. Maybe they have used an abrasive cleaner over the years. No big deal. The tub soap dish had a 1/2 long black hair on it. The mirror has probably a 10 inch hair swirled around and dried on it. The inside of the medicine cabinet has several dried hairs. I've been itching since I've been here, but I'm not seeing bites. I'm hoping its just my nerves because I just pissed away $935 for a month stay.

I called the 800 #, and asked could I get a refund, minus one night of course, was put on hold, and he returned saying no, I was obligated to a 60-night stay under the extended stay plus. I am so disappointed. I used most of my tax refund to move to Nashville for school. And since all utilities are included, this seemed perfect until I get a job and can save a little for deposits, etc. I am checking out tomorrow. I don't want another room. I wanna go home. And let me just add, I'm not a pampered princess that expected 5 star treatment. What I expect from you, is to take pride in your facility. Hey, use my $935 and get the carpets cleaned properly.

When I asked them what are they going to do so that I can get my belongings back... those packages contained a lot of expensive things along with a lot of medical supplies, that basically keeps me alive, since I am a chronic diabetic. As of now, I am without supplies, and other expensive equipment that I so desperately need.and the sad part about calling corporate. They will put you on hold for ever. I think that they really want you to get so disgusted and hang up. No insurance company have contacted me, as of yet. To top it off, they hand me another bill for staying there. I would not be here if it was not for medical reasons (out patient). I am so disgusted with this hotel, I am counting the days when I can go back home... As of now, I will not recommend Extended Stay to anyone...

These ESA fraudulent charges were initiated on Dec. 21,2013...Saturday; it takes 3 business days for monies to be returned to my account Dec. 28,2013. I'll call Corporate to see what type of restitution, if any, can be had. That is if ESA Corporate will respond. Will update!

While I was there, police came twice and raided several rooms all night. One customer's car was stolen. Police arrested one identity thief. If you stay there, be careful - you may get attacked, raped and so on. I have to admit room was cheap but if they cannot provide what they advertise, they should say "there is no housekeeping, pick up your dog's poop yourself" instead.

3 years later, I was between houses and needed to stay for a week. Come to find out the same manager works for another location. Calls me with 3 days left in my week and says she remembers me and I need to leave their property and won't be getting any of my money refunded. So I asked her, "You're going to kick me and my 7-year-old out," and she says, "Yes, that is what I'm informing you." So I come back to the room, my key is not working. Of course, head to the office at 2:30 pm. I walk in and say, "My key is not working. Can you fix it so I can get my ** and get out?" She says, "Excuse me, do you want me to call the cops?" And I said, "Call the cops for what," and she says for having an attitude and I say, "Oh yes, coz people get arrested for having an attitude."

So she calls the cops. /it is now 4:30. I'm still waiting. There's nothing like waiting around on the property to get trust past off that same property, lmao. Never once have I threatened or raised my voice to this woman and what happened to America where the customer is always right? It's your job as a general manger to defuse the situation and make the guest at this chain of hotels to feel welcome and want to be a returning guest. No, she argued and made me more angry, refused my money. If I would have known the second hotel was a part of this chain, I would have never stayed here in the first place.

When my wife and I first came to... Extended Stay America, at the time it was known as 'Homestead Suites' (same entity) we were paying $44.99 per night after the first thirty days. Over the next 18 months, they have continued to increase our rates to $74.99 per night. My rate has increased by 60% ($910.00) per month over that time. I was paying $1,364.59 per month. Now I am paying $2,274.52 per month. My opinion is they want the extended stay families out. To date I have paid over $30,000 in rent. Now the truth about this hotel. You should read the other reviews.

The following are 100% facts...The pictures that you see online are not the true pictures of the foyer or laundry room here. Far from it. When you first come into the hotel it's nice and clean and smells great because of the air-fresheners everywhere. When you walk to your room, the smells in the halls are horrible. Picture this... They have 140 rooms here. A desk clerk told me that they have between a 70-75% occupancy. They all have kitchens which I thought was great at the time and still do. The occupants here represent the League of Nations. Now, when you get people from every walk of life...Indian, Korean, Egyptian, Mexican, Polish, Pakistani etc. cooking throughout the day, you get one indescribable smell in the halls. Desk clerks have told me that people came in to inspect the place before checking in then commented on the stench and walked out. The cooking stench that is.

You do not open your door or go out in the evening hours without holding your nose. Your daily rate includes maid service, which you pay for; you only get service once a week. If you want clean sheets or towels, you have to go to the front desk and pick them up if they have clean ones and change them yourself. You might have to wait until they do laundry during the night. They never have enough quarters for the do-it-yourself laundry room. I have seen people begging for quarters to dry what they have already washed. One creative desk clerk found a great remedy...It's called beat the soda pop machine. You see, they don't have a coin changer like other laundry rooms. The clerk told me they are only allowed to have $100 in quarters on hand at any given time. Since they have an 80% occupancy rate that means over 100 rooms are full. Let's say only 50 families like to wear clean clothes. That means they have $2 in quarters for each of the 50 families to do laundry. It cost $2 to wash one load and $2 to dry that load. Therefore, you can wash one load one day and dry it the next. God forbid you have more than one load. You'll have to stay at least a week just to finish your laundry.

Let's get back to beat the soda pop machine. You put your dollar in the soda pop machine, but before you make your selection, you push the coin return to cancel your purchase and you get quarters back because the machine can't return dollar bills. Picture your mother down there trying to figure this out. The following is a huge issue. Something we all take for granted, but not here...TOILET PAPER. I have been down at the front desk at night listening to people begging for toilet paper. "NO TOILET PAPER," they were told. I personally have experienced that myself. It was very upsetting because my wife is disabled. At least the washcloths came in handy. Therefore, I buy my own. Unsuspecting new guests are petrified. I was once told that they order 6 cases of toilet paper and that the guests are using too much, that should last them. If you are here for a few days, you're always at the front desk asking for toilet paper not to mention there's never any facial tissue. Forget about dishrags, always out.

They have what they call "DELUXE ROOMS". They're pretty nice. It has one king bed and a sofa bed. At one point, I was paying more for a non-deluxe room until I made a big fuss. It seems they charge you whatever they can get away with. Don't show, don't tell. We have satellite TV with a handful of channels. It's great for a one-night stay. Handful means about 15-20 channels of which most you can't watch unless you want to cook with Alice or watch some full porn, which since you don't have to pay for it, it pops up when you are channel surfing. Keep an eye on your children.

When there's a cloud cover or some rain, the satellite is out. Now the internet. They do provide basic internet. It has a download speed of .75 Meg and an upload speed of .37 Meg. If you don't mind taking a lunch break while you're downloading something, it's fine. Forget about watching streaming video. However, you can increase your speed to less than 2 Megs for $30. After you have spent between $65 and $75 a night for your stay there's one more slap in the face. If I didn't inquire I wouldn't have known either. A guest told me and I verified it with the front desk.

Anyone can go online and get a room for $30 per night for up to 3 weeks. I believe they told me "PRICELINE.COM." They will not inform you of this. They would rather have your $75. If you don't mind everything, above then it's a deal at $30 a night.

Here's the biggest problem besides no toilet paper... You have to run outside summer or winter in your underwear. I again have had firsthand experience with this. With 70% of 140 rooms cooking, someone inadvertently burns something on the stove. It's not bad if they keep the smoke and fumes in their room. However, not knowing any better, they open their doors to vent the room of smoke. That's where the problem lies, when the little bit of smoke, and I mean little bit, hits the hallway, the whole hotel goes up for grabs anytime of the day or night. It's called a building alarm, everyone out now. The only ones able to shut the building alarm off, and it is ear shattering, are the fire department personnel. However, before they shut it off, which could be up to a half hour they have to inspect the whole hotel for safety. One more thing, your bill. If you are here for an extended stay the bills never match. At least mine doesn't. I have 3 printed bills dated the exact same day, hours apart; no two are alike. When I have questioned it in the past the answer is always the same, "It can't be".

Again, my apologies to the 1,000 plus readers who read my previous review. I wrote it with good intentions.

The next event was a verification of shelter form that needed to be signed by the manager. I gave the manager Jim (racist #2 and Michelle's family member) the form Friday at 9:30 am and I let him know it had to be returned Monday morning. The form consist of manager's name, rent paid, and verification, three or four lines. 4pm Friday my husband goes to get the form from Jim and informed that the district manager Michelle had taken it and left for the weekend. We immediately called corporate and they talked to her and they said she would be in Monday at 10am with the form. Monday 12pm my husband goes to the front desk the get the signed form, again Jim tells him Michelle is not back with the form. We call corporate again, they call her she says "I'm around the block at the bank, I will be there in 20 minutes." 1pm still no Michelle, a employee says she at another property.

We call corporate again and the paper that she lies and tell them she has never took is magically fax to the hotel. The point Why did she take it at all? Jim is the manager, and they both said each other had it, our issuance and food almost got cut of because the racist ** woman has a problem with us and told that to her on more than one occasion. So much activity of race discrimination the staff black and white tell me they don't understand why we get treated so different. Next episode was a few days ago, we start itching and getting little bites. We go to the allergist because I now take allergy shot because of the condition of the room, the doctor tells us it looks like bedbugs. I tell a girl at the from desk and she says tell Jim, he had just giving the Muslim lady $100 in cash to wash her clothing and informed her that an exterminator would come out.

The next day I tell Jim what the doctor said and he tells me there are no bed bugs here. I told him, "I know you gave the lady money from the register for her clothes. What's the difference?" He said this conversation is over and went outside. We called a bedbug inspection agency called Rose Pest Solution to come check for bed bugs and was told by the person on the phone that they knew Jim, and other employees here because they have been here. He lied to my face about the bugs and the money. The wildest thing is about the original mold claim. Michelle put this claim in herself. On April 1st of this year we called an environmentalist check the mold, Michelle would not let him enter. April 2nd there was a paper under the done stating the management was doing preventative maintenance on all rooms. They never went into our room, but they did go into room 111 where the mold was.

We asked these managers on numerous occasion has the room been altered and both say no. I ask Jim Friday the 21st and he stated to my face, that no one but him and the handyman have been in there and everything is like we left it. We asked for a copy of the inspection from the insurance agency. It states the room was up to standards, but as we read on the picture shows debris from renovation. This people cleaned the room and the inspection shows this. How can you clean a room before it's tested? The racist never thought we would get the report, and when Jim found out we had it, him and the handyman went outside and started pacing and calling. I never came across people who don't know you that try to break you, these people are going to pay. Me and my family are going the be compensated for the mold, the cleaning of the uninvestigated room, and the racist differences made by these managers . We need to get this in order. My husband wants to sue everybody but I just want to be treated fair. Nothing has happened yet, I guess I'll have to take ESA to court.

Since Sunday (two days ago), the staff and manager here have been AWFUL. So harsh. I resorted to contacting ESA Corporate "Customer Relations" in North Carolina. Don't waste your time if you ever have a problem. They only care about their bottom line. ESA needs competition.......maybe that will help them learn you can't treat people like DOGS.

As of this writing this very serious issue of racism and possible civil rights violation has not been resolved. In taking into consideration that I have spent my consumer dollars in the past 12 months in the amount of over $15,000.00 with Extended Stay America, it is totally unacceptable to have an employee of Extended Stay America to behave as though we are still living in the Jim Crow Era of racism. Management has not attempted to reach out to me, and this employee is working the front desk as of this writing.

We hit the internet and looked for comparable-priced hotels. We found another called E. Stay (I know, I am a glutton for punishment) in Deerfield Beach. The only reason I did is because it said it was totally renovated and the gentleman, Francisco, assured me that the photos online were accurate at his hotel. We got there and he was kind enough to show us the room first. We were pleasantly surprised. Looked nice, although no separate area and no pool. My daughter had had enough, too. It was getting late. We went to the store and bought $100 of groceries, came back, put food away as well as put ALL of our things in the drawers and closet area and bathroom. It was a week's worth at least. We are ladies after all...

My daughter turned on the shower and I noticed a black hair on the counter. She got in the shower and my daughter said, "Eew " There was the same short black hairs. I told her to get out. We found hair on the floor. I told my daughter not to sit on the quilt (because they are not washed). When I pulled it back, there were a few of those hairs, and black pieces of something... Then there were the stains around the toilet rim. I'm posting photos below to look at.

Waking up at 4:15 am that morning and already unpacking everything, I just wanted to sleep. I called Fredrico and told him about the hairs...oh, at that point, I hadn't seen the toilet. Sorry. He informed me he was the only person there. THE ONLY PERSON THERE! I asked him to clarify. Yep...THE ONLY ONE THERE. I MEAN NO MAIDS, NO HANDYMAN, NO OTHER CLERK, NO GUARD. He really was the only one there, THE ONLY PERSON IN A 3-STORY EXTENDED-STAY HOTEL! He assured me he would be up ASAP with new sheets. He was very sweet and apologetic. Within five minutes, I called back and told him to bring a vacuum, toilet brush, and rags, as well. I said I would help him make bed because I felt bad for the guy being the only one there. He tried. He brought all that I asked. He profusely apologized and I told him to stop. It was not his fault. I WAS TIRED AND OVER IT! They had no clean fitted or the right size mattress cover. We made due.

Fredrico said housekeeping would come the next day for sure to clean. I told him they better, but I didn't want anyone in my room when I was not there. He called the room and assured me he put in an order with ALL my instructions, and I believe he did. I found out the next morning that our meat was brown and the milk was "cool", not cold. The fridge was on 2 1/2 of 5. So, I put it on 5. Before I left, I took a picture of both room counters to make sure no one came in. Got back later and found that my bed was changed, trash taken out, and there were more towels. I was ticked! I left my laptop, my daughter's iPad, jewelry, everything! Nothing was taken, though...that I know of, yet. I got in the shower and it was not squeaky clean. Like it had a film still. This was yesterday evening. I decided then that I was leaving today.

This morning, I went down to tell the desk I was checking out after I finished with the realtor. I asked if she was the only one there. She said (insert smart-ass defensiveness), "I am, until I hire someone." I thought, "I see you're still sitting on your ** drinking coffee after three hours! Maybe you should go down SW 10th and hire that oh-so-friendly lady at Dunkin' Doughnuts! She knows what customer service means and does it with a great attitude and smile!"

I told her about the food going bad and other things, and she coldly told me that she had heard about me and wanted to know why I didn't tell leave the first day or told her about the fridge. She said she could replace the fridge but I needed to be back before 4 pm so her guy could do it. I told her I was leaving and I wanted a FULL refund. She told me she would refund a night. I gritted my teeth and said, in the flattest tone I could muster, "You are the manager and I KNOW you're going to do the right thing here." I then pulled out my iPhone with the photos. I'm getting ready to post and flipped through them and said, (insert sarcasm) "I'm showing you these photos because I can tell just how important customer service is to you. And I know how hard it is to find good help so I know you would want to see these." Her response: "Oh." I was laughing inside, dreaming of punching her in the throat. But I'm a lady. LOL.

I told her I'd be down in 15 minutes to pick up my refund receipt. She said, "Okay." When I came back down to leave, guess who was standing there with a smile on his face, gladly training someone new and helping a guest check in, too? Yep, Fredrico! Guess who was around the corner (probably still sitting on her butt drinking coffee): the "manager". He went and asked you-know-who for my receipt, and he was the one that gave me my receipt and said goodbye with a sincere smile.:)

That was this morning. Before I went down to that lobby, I went on priceline.com and bid $60.00 on a 3-star hotel. I am now at The Wyndham Hotel, sitting in a fat room in a nice bed with clean sheets and 60 channels on TV, thick towels in my bathroom, heated pool, and, wait for it...at least five employees on the same shift. All over-accommodating professionals. Plus, they have bolster pillows that have "Be Well" embroidered on them... Ahhh...

P.S. The very kind gentleman Fredrico at E.S. was a true professional too. Went above and beyond. It is my opinion that it is HE, not the female manager with the accusatory snotty attitude, that should be the manager! Great job, Fredrico!!! Oh, the places you'll go.....Dr. Seuss.:)

A week passed and we were unable to move in. Then when we did, two of the "non-smoking" rooms had been smoked in. The clock in the kitchenette wasn't working (battery) and we were informed that corporate policy said the clocks were being removed. One of the washers has been broken for 3 weeks; the water fountain needs repairing for 3 weeks (rattling all the time). The thermostat in my room is basically non-adjustable in that it's either freezing cold or too hot. The kitchen faucet continually leaks, to which the maintenance person said, "Sorry". The burners on the stove are set at such a sharp angle that it's very hard to cook on. The stove needed to be leveled and after 4 days of asking the front desk, I adjusted it myself, and the filth under the stove leads me to believe that it has never been cleaned.

Then there is the dog problem. I am down here working for the railroad and am working nights. Several times, I went to the management about the dog next door that was continually barking. Not until UPRR's corporate lodging manager called did the problem get taken care of. Unfortunately, I feel like the management team here treats us like we are peons rather than your greatest asset, your customer. I know that habitual complainers sometimes get a deaf ear, but whatever happened to the idea that the customer is always right?

Then 3 weeks later, he called back and literally called us liars and said that they allow smoking. Well, that is not correct; it states no smoking and when we made reservations, we implied that we needed non-smoking room and that we could not be next to smoke. He said to me that it was out of his control. Then when I started to mention that this was ridiculous and I was going to complain to corporate office, he hung up on me. Unbelievable! We will never stay at another Extended Stay.

I extended my stay and was told to check in with the front desk after doing so. I did and the nice young man (only one) renewed my swipe card and I went on my way. The following day my card failed to work. At the front desk I was informed loudly and in front of others in the lobby that my card did not stop working - I was “locked out”. I could not figure why. I asked if my card declined. She said that when I extended the stay, I did not come to the front and fill out the paperwork. I informed her I already came there and was given no paperwork, just a new card (I had already explained this on the hotel phone to “Becky” working the desk that morning. She was very annoyed.) This woman kept saying, "Well, that's weird, really?" Like it was something worth lying about. On and on. I will never stay here and detour all I can to do the same.

My stay left much to be desired, but the last week was a nightmare. When the lobby toilet overflowed and they allowed the guests to walk through wet sewage without telling us and without doing anything to clean it for a few days, I called the Health Department and was told by several guests, some of whom were nurses, that they were going to call. The area manager, Gary **, launched into a raving attack on me for a good ten minutes in the lobby and in front of other guests and the woman from the Health Department. The assault was so loud and vitriolic, beginning with him saying that I had called the HD and had "crossed the line" and "now" he had to deal with this; that the woman from the city had to warn him twice to stop or she would call 911.

I ended up calling 911 and a guest told me the manager said she had called the police on me! He backed me across the lobby yelling and threatening and telling me I was not "his" guest and meant nothing to him. Paying my bill there for three months meant nothing to him. He was only concerned that they got caught in their failures and filth. He yelled and threatened and physically threatened me. He is a man. I'm a woman and he is considerably larger. The corporate office has completely blown this horrific behavior off and shown no concern over this aberrant behavior. The health department person was very concerned and said that it was a serious health violation. She told them what they had to use to clean the carpet and that she could smell the sewage and that they should have cordoned off the area to prevent the spread of the filth. She made them cover it with plastic until it was cleaned. It stunk so bad that people who came to check in left immediately when they smelled it.

After a few days, this stuff had been tracked all over the hotel and into all the rooms. Hotel employees let their own dogs track through it and then set them up on the front counter. Instead of being honest about it, I listened to them lie to the health inspector. They then lied to the insurance company when I informed them how sick another guest and I became from the exposure. The maintenance worker who cleaned up the sewage told me that it was, in fact, a toilet overflow and that he was the one who cleaned it up. A guest watched him do so and I saw the plunger outside the door while the Out of Order sign was on the door. They lied at the expense of their guests' health.

One day, black water poured out of the faucets and also into the toilet. The city informed me later it was a backflow prevention assembly that was not maintained and failed. The hotel said nothing to the guests and let people shower in it and drink it with no warning. The city also cited them for a water filter that was not maintained and told me that both problems allowed impurities and bacteria into the drinking water. The city also cited them for the food service area. Employees were intimidated and warned about their jobs for talking to me and for telling the truth about the filth. They expressed concern and also contempt for the manager who a couple of them said was Bipolar. One new employee, Adrianna, was very sick immediately after being hired. When she called in sick to go to the doctor, she was threatened with her job. So she continued to work even though we could all see how sick she was.

After days of exposing us all to the infection, she said she wound up in the ER and hospital overnight and was put on antibiotics for infectious pneumonia. I wound up with a very bad, deep, serious lung infection and had to go the ER and was also prescribed antibiotics. The corporate office ended up controlling the insurance claims and after a few months of jerking me around, they neglected to interview the key witnesses I provided the names of and Gary denied any employees had pneumonia. According to the employee, she had to bring a note from the doctor. They denied liability for the weeks of illness I suffered and the ongoing other (gastric) illness from the sewage and impure water. But a second insurance company finally paid the medical costs saying they had med pay all along ... which they should have told me immediately since I needed more care.

I simply asked that they pay the medical bills and any other care I needed for the ongoing illnesses, refund my money and cover the lost income I suffered and compensate for the horrific terrorizing inflicted upon me by Mr. ** that resulted in ongoing nightmares from the trauma. I did not run out and sue them and said more than once that I was not vying for a retirement check, just reasonable compensation. The corporate office will not return emails or calls and the insurance company told me they were directed to deny claims by HVM/Extended Stay. HVM is the corporation which owns and manages Extended Stay America, Homestead, and their other hotels. They have interfered with access to the employees and witnesses necessary to support the truth and that led to the second insurance company denying liability.

Since the policy periods overlapped, they used that to extend the time frame during which I tried to deal with them on the damages. They never addressed several of the issues/claims, specifically the ones which they were cited for. The manager was derelict in her duty of care and extremely rude. A good morning from me garnered a nasty, "Did you need something?!" and a good number of both long and short term guests made a point to avoid contact with her. There were visible bugs everywhere and several guests complained about everything from a nest of beetles in their mattress to what looked like ants in a number of rooms. I saw roaches on the walls and doors to some rooms and had beetles in my room. We laughed for several weeks because a roach smashed on the lobby wall was left there and no one bothered to notice or clean it off. I saw the ants all over the counters in several rooms.

The room required serious cleaning due to filthy carpet, crumbs between fridge and wall and filthy oven/stove. I found an inch of burned food in one of the pans that had been left in the cabinet. Obviously, no one inspected the room. After the carpets were cleaned, I spilled a little water and the white rag was dark gray when I blotted up the water. The a/c had a horrible buildup of black gunk and mold and the room smelled like mold. They sprayed a caustic orange stuff which just burned my lungs, then tried covering it up with a nasty smelling disc, then hauled it out of the room and spilled moldy black water on the carpet in an effort to power wash it. It came back with gunk still inside and they did nothing to clean what spilled out of it. It still smelled like mold.

When I turned on the heat, it smelled like a crematorium and one of the employees got so sick when he brought a fan to blow the smell out of the window that he had to leave the room. The manager had blown me off and told me that there was no fan prior to Keith stepping up to help. One family had to leave after two years because of the various problems. They showed me the mold that kept growing back on their wall. The staff told them it was their fault for taking hot showers! I witnessed people on a daily basis who were disgusted with the unprofessional staff, problems with keys and the weeks that went by during which you could not get in some of the outside doors due to maintenance issues.

After five days of looking at blood that was smeared on the hand rails and steps in the stairwell and then reporting it to the manager, Dyan, who did nothing for another day, I was finally able to get Anissa to clean it up. Santos was wonderful and the maintenance man just complained that the area manager, Mr. Gary **, would not approve what he needed to do his job. One pregnant employee was always begging rides home to avoid riding the bus and I provided those rides across town at least once or twice a week. Another always called my room in the evening to ask me to keep her company while she worked alone at the desk.

The desk clerks and the manager would disappear behind the wall and leave guests standing there waiting for service. Some would make personal calls and leave you waiting while they talked on the phone. The food service area was left dirty and the crumbs and spills would stay on the counter all weekend when they did not serve coffee or the bagels which were placed in a container that was not cleaned, just stored away under the counter until the next day. One day someone opened the door to my room and tried to force their way past the metal security strap. My shower was running and that can be heard from outside. I happened to be in front of the door and watched them try to get in. The manager, Dyan, seemed to be totally unconcerned and only asked the employees if they had tried to enter my room. She refused to follow up by using the machine which can tell them what kind of key was used and would even identify the specific employee who might have had bad intentions.

Sticky spills in the elevator would be left there for a few days along with smears on the walls. The hotel stank most of the time and they just sprayed gallons of air freshener trying to cover it up. Piles of dog feces would be left near the entrances - several piles at a time - for days and the manager would just shrug when you mentioned it. The area manager, Gary **, was kept on staff and moved to the Homestead on Plano Parkway across the street which had been one of the three hotels he was responsible for and which employees and local police complained has a serious long term problem with drug dealers and prostitutes and one employee said was nastier than the Extended Stay Deluxe. The current manager at the Extended Stay Deluxe, Dyan, was also kept on staff after the willful neglect and when I stopped by last week to see a guest, she launched into an agitated rant and called the police, insisting that I leave.

However, I was outside at the time and had never been asked not to visit the property. It was preposterous, immature, personal response and totally disrespectful to the guest whom I was visiting with and who voluntarily had come out to speak with me. This was totally unprofessional and slanderous. The linens were in bad shape and they even put a blanket on my bed which was covered with cigarette burns, big burns. When I asked for a decent blanket, they replaced it with one that looked like it had been stuffed in a corner wet and was hard like it dried that way.

My informed opinion due to my experience and knowledge: don't stay here, it is not safe. It is disgusting the lengths a perpetrator will go to cover up their abuses and responsibilities and the additional harm they will cause in the process. There was a clear pattern of neglect, abuse and lack of concern for all of it and then extreme, unreasonable anger when they were exposed.

Room service is mandatory in spite of the reviews about staff stealing from the rooms. The TV is down for days at a time and the WiFi is always broken or running very slow making it worthless. This is a nightmare of police action and calls for service daily police presence. If you can avoid this place, by all means please do so. I would never stay here again and I can't wait to leave this place. In one word, my stay here was a nightmare!

I've never heard of anything like this! I thought it was a Constitutional right to practice freedom of speech. Besides, reviews are necessary for consumers. She has no idea who said what, but I'm willing to bet that I know who she thinks it is (I will investigate). I'm blown away by this conduct by anyone, not to mention a manager of a business! KC did not apologize for anything; she blamed all of her staff, but never took responsibility for her own actions. She cursed several times during the meeting and used other vulgar language, i.e. " pimps, hoes, tricks, weed.”

KC even told us about break-ins and crime at this hotel. I've never felt so uncomfortable and disrespected in a meeting with a company manager, especially since we're Christians! I asked about the "pet contract" that this meeting was supposed to be about, per Matt @ corp., but it seemed KC had other intentions. She told me there was no contract to sign, but all the employees and the corp. stated there was a form to sign. She was trying to dig her way out of a violation of consumers and company policy by fibbing right in our face. I know she assumed all is well, but I cannot allow KC to violate policies, others, nor my family and I.

I have my own business and I have worked for numerous corps. I know my rights as a consumer and I'm very familiar with customer service. This has to be the worst I've seen in a long time. I would have appreciated to have this issue solved. However, I can't stand back and watch others and my family, continue to get mistreated in this hotel by KC and her entourage. This is sick!

I have been traveling with my family for hours in winter-type conditions, but that didn't deter the hotel staff, who simply rejected my requests. I would like to understand the management's viewpoint, as I am looking for other avenues to escalate this concern. I am also looking to see if I can bring the hotel to court to recover all expenses, as mental torture cannot be recovered in any way. I am seriously disappointed with the unethical and inhumane behavior of the hotel, and want to take action against them.

The cleaning lady only came once a week unless you asked for it to be cleaned more often, in which case, when you call the office to ask, they'd huff and puff and act as though it's so much to ask for. The cleaning lady came on a Tuesday, a week after we checked in (only because I asked for her to; otherwise, she wouldn't have come. Very nice lady, by the way, just doing her job the best way she could, I guess.) As she was removing the old linen to put the new linen on, I asked her if she was going to remove the bed skirt and put a new one, because the one that had been on our beds since before we checked in was dirty with some white stuff (gross) and she said, "No, those don't get removed. We're not allowed to remove them."

Anyhow, going against my better judgment, I said okay, and let it go, but was still uneasy thinking about it. Well, another Tuesday came and it was time to have our room cleaned again (a week later). So the cleaning lady came to clean our room (this is the second time since we'd been there). Again, I told her the bed skirts are still there and still dirty, if she could just please change them. She again said no, and I again said nothing (stupid, I know). Well, we went to sleep that night, and the very next morning, we all woke up normally except my oldest son who woke up with little red pus-filled blisters on his arms and cried to me that they itched uncontrollably. We immediately thought it was an allergic reaction from something he had eaten the previous day at school, so we just used over-the-counter meds. No biggie, so we thought.

Well, as the days went by, we started noticing our other son was getting them too, so off to the ER we went, where the doctor diagnosed my oldest son with chicken pox even though he had just had them and said our other son was getting them too. Ok, so we did what we had to do to help him. Then, we noticed my husband and I were getting these bumps as well. Three days later, we went to see the doctor on post and he said we all have scabies, not chicken pox! (Mind you, my sons have had this condition for almost a week now.) Well, we were shocked and disgusted to know that parasites had burrowed their way into our skin and were eating us. He says the only way we could have gotten it was from dirty bedding, dirty towels, dirty carpet, or dirty curtains; and it's contagious. We called the front office, asked them to come to our room, let them know what has been going on with us, showed them the paperwork from the doctor, and demanded our room be thoroughly cleaned!

Later on, as I was speaking to one of the front desk girls, she has the nerve to tell me, "I just hung up with the Orkin man and he said that we can't treat for scabies. It's under your skin [Duh].” As I was talking to her – I told her that the room needs to be thoroughly cleaned to get rid of the scabies – she began to tell me, "Our hotels are clean. We have standards here. Even though we're a hotel, we still have standards and our rooms are cleaned with the best cleaning products that sometimes are even too strong for humans to be around." She also told me, in all of her years of being in the hotel business, that she has never seen a case like ours, that ours was the first! Really, and what, we are used to having scabies? She then had the nerve to ask, "Are y’all military? Because if y’all are, then maybe y’all brought it with y’all to the hotel!" Excuse me, what?! Funny, I guess, being in the military and being a military family, we are dirty and carry scabies with us. Hmmm... Words were definitely said on my end.

So the cleaning lady later came in the room, did her normal cleaning, and again I told her to take the bed skirt off because it is dirty and contaminated with scabies according to the doctor. She said she can't, it has to stay on. And I told her, what is the point of her putting on clean bedding if she is just going to leave the dirty bed skirt? When she looked at me and asked, "You want me to take off the bedding and put clean bedding on?" oh, yeah! I just told my husband we'll take it off after she left and just put it in a bag and leave it off to the side. So we left so they can steam clean the carpets and do what they said they were going to do. We came back, the room did look picked up, but did not smell of cleaning supplies, and the darn bed skirt was still on the gosh dang bed! The following day, the Orkin lady came to spray our room (which to me, looked to be water [it had no odor]). As she's doing that, the hotel manager was also in our room – I guess supervising and looking at us in disgust as if we're dirty and it's our fault we have this. We went to sleep and woke up the next day. Kids have to stay home from school because they now have "scabies" and it's contagious.

We went to the store, bought tons of meds, Epsom salt to soak in, and Benadryl spray; but nothing is relieving us from this ridiculous itching, swelling, and oozing bites we have (sickening I know). Well, finally last night (9/13/12), I noticed that there were blood spots on both beds and I was thinking, well, that's not normal. But I figured my kids were scratching in the night and made the blisters bleed, but now why are there blood spots on our bed? We didn't scratch because doc said, “Don't scratch or you'll spread it.” And as adults, we listened. Something just told me to lift the mattress and look under that darned bed skirt I had been complaining about ever since day 1. Well, we did. We moved the mattress, gently moved the bed skirt, and to my horror, guess what I found? Bed bugs upon bed bugs upon bed bugs and their eggs! Crawling everywhere trying to get away. Fat, disgusting brown bed bugs the size of ticks, not exaggerating, full of our blood that they had been feasting off of us for over 2 weeks.

There were blood spots all over the "clean" bed skirt, the one that for some reason could not be removed. I'm guessing it's from our blood. Immediately, the hubby and I got our camera, video camera and documented all of this (after I scream bloody murder, of course). We called the front desk girl to come in and look at this disgusting crap on our bed that we've been sleeping on for over 2 weeks and all she can say is, "Eeew gross, I'm so sorry that I don't even know what to say." She told me that her manager will be here first thing tomorrow morning at 9 AM, and then she left. We then checked the bed our sons had been sleeping on. Geeze, I thought our bed was bad, not even close compared to our sons' bed. No wonder my oldest is literally covered in bites. You see the bugs come out at night, and when they bite you, they have a chemical in their mouth that numbs the skin. So you don't feel it biting you, you notice it later when you are uncontrollably scratching your skin off. Nice.

Again the front desk lady was called into our room to look at the other bed and let us know she'll give us another room free of charge, um... Thanks but no thanks! We left, and after 2 hours, we finally found a vacancy at a nice hotel. Friday morning, we went back to BedBug-Ville, spoke to the hotel manager, and she refunded us all of our money back (rightfully so, I wouldn't have expected anything less). She took a few of her own pictures, and of course, apologized. Big difference in attitude from before when they all thought we were dirty scabies-ridden military folk who soiled their precious hotel. Needless to say, we lost out on a lot of money because we had to get a regular hotel room with no refrigerator/freezer. So where were we going to keep our food we had just bought from the grocery store? We had to throw it all away. Some of the food hadn't even been opened but needed to be refrigerated or put in the freezer. Our clothes were in close proximity with the bed bugs, so we had to wash what needed to be washed in very hot water and dry on the highest heat possible.

But what about the things we have that can't go in the dryer? Yeah, they had to be thrown away, because if not cleaned properly, then we'll take the bed bugs with us to our new house. We lost a lot of stuff due to their poor cleaning habits in that hotel, not to forget we are still coming up with new bites. And they will probably leave scars because you can't scratch them, but they itch so gosh darn bad that you just can't help it! My advice to anyone even thinking about staying in this hotel is don't, not unless you care to be attacked by bed bugs and suffer because this lasts for weeks or longer. And if they are on your belongings and you unknowingly take them to your house, you then will have an infestation of bed bugs, which I've been told by many people that they are hard to get rid of. Bed bugs are no joke and I've got the pictures to prove it! I never thought this would happen to us.

Wrong. The room was absolutely gross. The room smelled like urine and cigarettes, and the room was just dirty. At 11 p.m., we ran to Wal-Mart to purchase clean bedding, disinfectant cleaners, and air fresheners. The hotel was booked, and there were no other rooms available for a long stay, so we just stayed. It was disgusting.

I flew back to Austin that Sunday, and my fiancee stayed. I contacted Extended Stay America to let them know how bad the hotel was. The first person I talked with was apologetic, but I was routed to their "special" team of customer service agents in Special Services. They were terrible. I was first told that they couldn't talk to me, because I'm not a current guest. I was a guest, and my fiancee is still there. One agent, Lawrence, had the nerve to threaten me, telling me that since we "falsified" our reservation and there were two of us in the room, we should've been charged $5 more a day (on a $34.99 rate).

I left messages with regional managers and never received a call back. Lawrence hung up on me, and I was told over and over again that they didn't have to talk to me because I wasn't a current guest, even though we're both paying for this hotel stay as part of our relocation and I was there the first weekend and technically was a guest. I have never experienced customer "service" like this.

The internet has also been down in the hotel for over 10 days. My fiancee is having to go to local restaurants with free wireless. I told Lawrence that we needed video conferencing and that Bobby holds conference calls with web-based sharing and he's trying to find a place for us to live in the evenings after work (I'm getting the house ready to sell back here in Texas.). Lawrence made a condescending comment about that getting the internet fixed wasn't a priority, so I "could video-conference with my boyfriend." My fiancee is working on other projects that make the internet a necessity and the videoconferencing is so he can help me with getting the house packed up and renovated. Regardless, I shouldn't have to answer to Lawrence, the jerk, about the status of my relationship with my better half.

He also told me that they couldn't talk to me about my fiancee's room, because "what if we were in a fight and I was calling in to get back at him?" Really? I would call and try and help him out with trying to get the hotel to honor the monthly rate, so I could get him out of there and into a nicer place? Because I'm mad at him? Lawrence, seriously? No, it's because he's at work at a new job and not allowed to take time out of his day to deal with you, clowns! The internet needs to be fixed, period.

My fiancee did call the internet support desk, and they were clueless. It's still not fixed. It's been 10 days. Oh, and the power went out a few days ago for several hours in 97-degree heat. Adjacent businesses did have power. It was isolated.

I would give the customer service and overall rating of this company an F. The hotel is just plain unsanitary, and if you look online, you'll see that reviews are terrible. We were too tired to look and assumed that since it's a national chain, it would be fine. The hotel looks like something converted from a by-the-hour motel, and the pride of the cleaning staff is nonexistent. The manager was nice, and the front desk guy was really nice and entertaining. But the hotel itself needs a major overhaul, and the customer service at their corporate office is appalling.

They simply do not care about their guests in any fashion. If I wish quietness, I was told to rent the room above me as well as the one I am staying in, so I would have to pay for two rooms to have any enjoyment or quietness. I did not see that as a solution. Does that make any sense to you? This is your worst nightmare. Do your self a favor and pass this hotel chain by. Run when you see their signs.

Stay away from ** and the staff at the Extended Stay in Southfield, MI Northwestern Hwy. Yes, the one right across from another hotel chain. It has been ages since I have been there, thank God! They kept up drama. Their ** were covered by an incompetent manager named ** who acted as if he didn't know how to fire staff. Yes, fraudulent charges were made on my account as well because I kept having to report the staff. ** thought it was some kind of a joke, and since most of us are African Americans, we are supposed to love each other. No! They are ghetto and trifling - and no, I didn't know them (for all the white folks and other nationalities who are reading this)!

I reported everything to the corporate office while all this was going on and none of them did anything! So they get whatever they deserve. I could not care less!

I've worked in the customer service industry for more than 15 years and would never treat my customers in the manner Pamela treated us. She undoubtedly needs additional training and an upgrade in her customer service skills. We will never stay at an Extended Stay America again and plan to spread to word about this hotel chain's sub-par standards.