The room had lots of trash in it, there was no toilet paper in the room (or in the hotel at all!). I checked out as soon as I found somewhere else to stay.
To be fair, the staff was friendly and they tried to be helpful.
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酒店回复: Dear Guest, We sincerely apologize for the unacceptable condition of your room and the inconvenience caused by the lack of essential supplies during your stay. This does not reflect our usual standards, and we truly regret the experience you had. We’re glad to hear, however, that our staff remained friendly and tried to assist you despite the situation. Your comments have been shared with our housekeeping and management teams. We appreciate your honesty and hope you’ll consider giving us another opportunity to provide a much-improved stay.Sincerely,Hotel Management
1.0分
其他
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Beyond Terrible
The halls were disgusting and smelled like urine, my room was occupied and the second room I was given had not been cleaned. I was told by the check in person. I would get a full refund, I still have not received my money back
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酒店回复: Dear Alfredo,We sincerely apologize for the experience you encountered during your stay. It is deeply concerning to hear that both the hallway conditions and your assigned rooms did not meet your expectations. We are also sorry that your issues regarding cleanliness were not resolved promptly, and regret the inconvenience this caused. Your comments will be shared with our team to prevent such occurrences. We understand your feedback regarding the refund, and we will address this matter with our team. Thank you for bringing this to our attention. We hope you will give us another chance to provide you with the hospitality we are known for on your next visit to the area.Sincerely,Hotel Management
2.0分
其他
There was roaches in the room and the room had a terrible smell. We were scared to go to bed because of seeing the bugs.
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酒店回复: Dear Christina, We sincerely apologize for the unpleasant experience you had during your stay, particularly concerning cleanliness and pest issues. This is certainly not the standard we uphold, and your concerns have been shared with the with our housekeeping and pest control teams. We deeply regret any discomfort this caused and appreciate your valuable feedback, which helps us improve. We hope you will give us another opportunity to provide you with a cleaner and more comfortable stay.Sincerely,Hotel Management
5.0分
其他
The staff is amazing our home away from home and extended family! Thank you Toni for being so professional and helpful and always smiling!
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酒店回复: Dear John, Thank you for taking the time to share such wonderful feedback. We are thrilled to hear that our staff made you feel at home and like part of our extended family. Toni and the entire team take great pride in providing professional, helpful, and friendly service, and your kind words are truly appreciated. Recognition like yours inspires us to continue delivering exceptional hospitality to all our guests. We are grateful for your support and look forward to welcoming you back to Extended Stay America for another comfortable and enjoyable stay. Sincerely,Hotel Management
1.0分
商务出差
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When I got to my room I went to put my things away and noticed there was no toilet paper in the bathroom. I went to go downstairs and saw a room attendant at the other end of the hallway. I told her my room didn’t have any toilet paper and asked if she had any on her cart. She then told me management had not provided them for toilet paper for several days and there wasn’t any in the building. Having worked in hotels myself, I thought maybe she misunderstood because management would never not provide an essential item in a room, so I went downstairs to the front desk. I waited several minutes and saw the front desk clerk go out the back door in the lobby so I walked around and stopped her and asked if there’s any toilet paper. She said no they don’t have any and I looked at her very confused and asked what I was supposed to do as a guest of the hotel and she told me I need to go buy my own if I wanted some it was probably the worst customer service experience. I’ve had zero empathy zero ability to resolve. Honestly as a former GM that GM should have gone even to Costco and got toilet paper so the guests were not without. Also, had I been told that before I checked in I would’ve gone back out probably and gotten my own, but it was the fact that it was never even mentioned Like it’s an every day occurrence
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酒店回复: Dear Stephanie, We sincerely apologize for the unacceptable experience you had regarding the lack of toilet paper and the poor service you received when addressing this issue. Providing essential amenities is a basic expectation, and we regret that this was not met during your stay. Your comments have been shared with management to ensure corrective action is taken immediately. We truly value your perspective, especially given your background in hospitality, and appreciate your input. We hope to have the opportunity to welcome you back under improved circumstances.Sincerely,Hotel Management
1.0分
商务出差
The hotel had no toilet paper on property and told me to go buy my own because management had not ordered any.
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酒店回复: Dear Stephanie, We sincerely apologize for the inconvenience you encountered regarding the availability of toilet paper during your stay. This is not the level of service we strive to provide, and we regret that proper arrangements were not made in a timely manner. Your feedback has been shared with our management team to ensure that such oversights are addressed immediately and do not occur in the future. We appreciate your understanding and hope to have the chance to serve you better on your next visit. Sincerely, Hotel Management
1.0分
其他
Unfair
I rated all one stars because my room was given away last minute though it was reserved prior leaving in a different state with no where to stay.
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酒店回复: Dear Adreanna, We are truly sorry to learn about the inconvenience you faced with your reservation and the frustration caused when your room was not available upon arrival. This is certainly not the level of service we aim to provide, and we understand how upsetting it must have been, especially while traveling from out of state. Please know your concerns have been addressed with our team to prevent future occurrences. We value your feedback and sincerely hope to have the opportunity to make it right and welcome you back.Sincerely,Hotel Management
2.0分
其他
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Never again
Bathroom door wasn’t even on its hinges. Check in lady was rude.
We stayed on the way to Florida and had reservations at the same place on the way back. In the way back, they didn’t have a room for us. Will never stay at this chain again.
前台接待员态度粗鲁、刻薄，而且非常具有攻击性。她不停地打电话到我房间，甚至还来我门口骚扰我。这一切只因为我带着我的服务犬从酒店正门进来。酒店没有张贴任何告示说不能从正门进，更何况其他人都带着狗从正门进出。此外，我和我女儿被臭虫咬了，我正在咨询律师处理此事。
太多狗和小孩整天整夜在我头顶蹦蹦跳跳，不然就一般般吧。
The room had lots of trash in it, there was no toilet paper in the room (or in the hotel at all!). I checked out as soon as I found somewhere else to stay.
To be fair, the staff was friendly and they tried to be helpful.
Beyond Terrible
The halls were disgusting and smelled like urine, my room was occupied and the second room I was given had not been cleaned. I was told by the check in person. I would get a full refund, I still have not received my money back
There was roaches in the room and the room had a terrible smell. We were scared to go to bed because of seeing the bugs.
The staff is amazing our home away from home and extended family! Thank you Toni for being so professional and helpful and always smiling!
When I got to my room I went to put my things away and noticed there was no toilet paper in the bathroom. I went to go downstairs and saw a room attendant at the other end of the hallway. I told her my room didn’t have any toilet paper and asked if she had any on her cart. She then told me management had not provided them for toilet paper for several days and there wasn’t any in the building. Having worked in hotels myself, I thought maybe she misunderstood because management would never not provide an essential item in a room, so I went downstairs to the front desk. I waited several minutes and saw the front desk clerk go out the back door in the lobby so I walked around and stopped her and asked if there’s any toilet paper. She said no they don’t have any and I looked at her very confused and asked what I was supposed to do as a guest of the hotel and she told me I need to go buy my own if I wanted some it was probably the worst customer service experience. I’ve had zero empathy zero ability to resolve. Honestly as a former GM that GM should have gone even to Costco and got toilet paper so the guests were not without. Also, had I been told that before I checked in I would’ve gone back out probably and gotten my own, but it was the fact that it was never even mentioned Like it’s an every day occurrence
The hotel had no toilet paper on property and told me to go buy my own because management had not ordered any.
Unfair
I rated all one stars because my room was given away last minute though it was reserved prior leaving in a different state with no where to stay.
Never again
Bathroom door wasn’t even on its hinges. Check in lady was rude.
We stayed on the way to Florida and had reservations at the same place on the way back. In the way back, they didn’t have a room for us. Will never stay at this chain again.