We (myself and my Mom) had planned to stay at the Oakland-Emeryville location on Wed., June 13 through Sunday, June 17, 2012. Unexpectedly, we ended up checking out Friday morning because our requests to management for assistance were completely ignored.
The water in our bathtub wasn't draining. After we tried to get the water to drain, we asked the front desk-attendant to please have someone try and fix the issue. She said no problem and wrote down the request for maintenance. Upon our return to the hotel five hours later, the water was still in the tub, rendering us unable to shower again to prepare for our nighttime events.
We went back to the front desk and spoke to another attendant who said it was unlikely that anyone came to look at the bathtub (!) while we were gone. She said she would ask the night manager, who was due to soon arrive, to try and drain the tub. We also asked that if the tub couldn't be fixed to please move us to another room if one was available.
We left again and returned to the hotel at midnight. There was no one at the front desk other than a very nice cleaning lady (we realized later the front desk closed at 11pm). There's still water in our tub and there's no note from management telling us whether an attempt was made to fix the tub, or if we would be given another room. No communication at all. I called the 800-number to complain and asked about the hotel's policy related to charges for earlier-than-planned checkouts.
Friday morning at the front desk: I believe I was clear with the manager and the attendant (to whom I initially spoke about the tub) that we were checking out early, why, and that I didn't expect to be charged for Friday-Sunday. The manager claimed that I was seeking a refund for the days we had stayed. No, I just didn't want to be charged for the upcoming days. I decided to then call the corporate office to advise them of my problem, and it was then that the regional sales director stood up and said that we would not be charged for the Friday-Sunday days, and that we would receive a discount for the time we had already stayed.
I do appreciate that we were given a discount, as I hadn't sought that. Still, all of this didn't need to happen if the management had just communicated to us that they were addressing the tub issue and how it would be resolved. We don't ask for perfection, just decent communication and respect.
We ended up moving to the downtown Oakland Marriott for only $20 more a night. Great hotel.
Another thing that I should pass along: Upon our arrival, we were told that because of the length of our stay that no clean-up service for the room would be provided. If I had known that beforehand, that would've been a red flag for me.
(By the way, the Friday-morning front-desk manager did go to our room and said that he was able to drain the tub. While that was good, I asked him why couldn't anyone have done that earlier.)
Our first time at ExtendedStay will also mark our last visit there.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 30, 2012
Thank you for taking the time to review your recent stay at our hotel. Given our company's commitment to superior guest satisfaction, I was disheartened to read that your stay wasn't 100% satisfactory. Please know how truly sorry I am. The experience you described is regrettable.
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We strive to ensure that our guests have an exceptional stay. As the Regional Director of Operations, I can assure you that I have brought each of the issues you expressed to the attention of our staff and management. As we know that a totally satisfied customer is one who will come back and stay with us again, we are sad to think that you might not return to our property due to your tumultuous stay. That is why we take your review so seriously. It reminds us that we still have room to improve.
Again, I am deeply sorry that you did not have a completely enjoyable stay at our hotel, and I promise that we are focused on total guest satisfaction every day. Please don't hesitate to reach out to me at this hotel or to our guest relations team directly by visiting our website and clicking the Contact Us link at the bottom of the page. I do hope that you will let me demonstrate our redoubled efforts in the future here or at any of our other brand locations.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.