We have stayed at many hotels over the years, but have never experienced Management having screaming matches behind the front desk, having to pay for free amenities, infestation of bed bugs, filthy carpets in halls and rooms, the AM running the hotel while GM is no where around, pipes bursting and no professional plumber is called but nothing is Done until maintenance comes in on next scheduled day, AM decides who is to be treated good and who is to be treated with hostility, AM taking home cases of new supplies-bedding-towels-etc, adults told not to "loitered" in lobby and told to " Go to their room" like naughty little children, and much more. The drugs are not contained to the customers, one new staff showed bare breasts on several occassions to male guests while other guests are ignored. Then we're shown a document that one of Management is convicted felon who was convicted of dealing drugs more than once. Then to top it off, the heating units are old and maintenance does not know how to repair, so it's a gamble whether they will heat the room or start on fire. I would not have believed that any of this could be true, but having witnessed all of it during my stays here the last few months has totally made me decide never to stay here again.
Beware of bait and switch. Front rooms on west side are best. Only rooms on 1 st floor are kept in V...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I recently received a copy of your review, and wanted to take a moment to respond. Our company prides itself on providing great service and great rooms at great rates, which is why I was so disappointed to read your post. As this hotel’s manager, I challenge our staff to continually improve the experience of our guests, from the cleanliness of our rooms, to the courteous professionalism of our staff. Unfortunately, in your situation, it is clear that there was a breakdown in these areas. Given our belief that guests like you are our most valuable asset, this failure is particularly troubling.
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The hotel is currently being refreshed to better accommodate our guests. This includes changing out items like mattresses. I am sorry if this led you to believe that there was an in-house problem, which is not the case. As well, our Maintenance team has an extensive knowledge of maintaining the hotel. While we did experience an issue with the pipes at one point and the HVAC's were emitting a slight odor due to them being turned on for the first time this season, the problems were fixed in a timely fashion. In addition, I can assure you that myself and the members of my team would never take anything from the hotel. When items become frayed or past the point of repair, they are taken to the local homeless shelter. It is our way of giving back to the community.
It is not common that we get the sort of feedback you provided, and although it is discouraging to read, it will help us make our hotel even better in the future. Please contact me anytime to discuss any concerns you have so that I may address them immediately, and/or advise you to what is occurring. I hope we have addressed your concern satisfactorily, and that you would give us the pleasure of having you as a guest again at this hotel or any other Extended Stay Hotels(sm) brand location in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.