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“Still working on it.....” 2 of 5 stars
Review of Extended Stay America - Pleasanton - Chabot Dr.

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Extended Stay America - Pleasanton - Chabot Dr.
2.5 of 5 Hotel   |   4555 Chabot Drive, Pleasanton, CA 94588   |  
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Ranked #11 of 14 Hotels in Pleasanton
Chico, Ca
Senior Contributor
30 reviews 30 reviews
10 hotel reviews
Reviews in 16 cities Reviews in 16 cities
6 helpful votes 6 helpful votes
“Still working on it.....”
2 of 5 stars Reviewed July 9, 2012

Yes they have added new paint and furnishings, and now they look like any other updated hotel across the US, BUT..... we found someone else's beer cap on the kitchenette counter, missing drawer face plate, no shampoo and only one bar of soap, hallway and stairs were covered in leaves, and not a full complement of towels in the room. Price was the best in the area for an overnight stay. Prepackaged breakfast carbohydrates added surprise but not something we eat.

  • Stayed June 2012, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ChristopherTM, Manager at Extended Stay America - Pleasanton - Chabot Dr., responded to this review, July 19, 2012
Thank you for taking the time to review your recent stay. Given our company's commitment to superior guest satisfaction, I was disheartened to read that your stay wasn't satisfactory. Please understand how truly sorry I am.

Please know that we have strict quality control standards that are meant to prevent an situation like yours from occurring. All rooms are regularly cleaned and disinfected upon a guest's checkout as well as during applicable periods of the stay, then inspected by a manager who determines if it meets our quality standards. Obviously, your experience indicates that our system broke down.

Again, I am deeply sorry that you did not have a completely enjoyable stay at our hotel, and I assure you 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 Extended Stay Hotels(sm)' other locations throughout the U.S. and in Canada. Thank you again.
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51 reviews from our community

Traveler rating
    18
    12
    5
    8
    8
See reviews for
6
7
8
19
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (12)
Date | Rating
  • English first
  • Russian first
  • Any
English first
MA
1 review
6 helpful votes 6 helpful votes
1 of 5 stars Reviewed June 20, 2012

I booked for 2 nights, on the second day I came back from work to find that not only do they not make the beds or freshen the towels, my bed was messed up - and I thought that was odd. Went to the lobby to hear a woman yelling about bugs so when I got back to my room it clicked, "they must be searching rooms in the area, I must be ok if they checked it" so i went to make the bed, noticing that they had tucked the bedskirt in - because clearly they had lifted the mattress.

I pull out a fold of the bedskirt and immediately saw three bugs scatter out, then upon lifting the mattress saw dozens of bugs, INFESTED. Now, I understand bed bugs happen, it's gross they should move me but the SHEAR NEGLIGENCE of checking the room then letting me figure it out for myself that there was an infestation was UNACCEPTABLE. I was not only charged for the second night that I didn't stay, I tried to get a refund (not on the first night mind you, the one that I SLEPT in that infested room) and they claim, "we don't know what you're talking about". The best part is that we showed the front desk photographs of the bugs and each filled out claim reports on what had happened and yet they INSIST that this never happened?

I think this place ought to be shut down for the negligence of their guests. This was absolutely horrible.

  • Stayed June 2012, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ChristopherTM, Regional Director of Operations at Extended Stay America - Pleasanton - Chabot Dr., responded to this review, July 19, 2012
Hi Cori,

Thank you for taking the time to make us aware of your experience. Providing for your total satisfaction, from the moment you arrive to the moment you depart, is my and my staff’s primary duty. Hearing that we failed in your case is truly disheartening, and for that, I offer you my sincere apology.

The experience you described is truly regrettable. 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. We take your review very seriously in order to make continued improvement in our services. Thank you for taking time to provide us with your review.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Extended Stay America - Pleasanton - Chabot Dr.

Address: 4555 Chabot Drive, Pleasanton, CA 94588
Phone Number:
Location: United States > California > Pleasanton
Amenities:
Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Wheelchair access
Hotel Style:
Ranked #11 of 14 Hotels in Pleasanton
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Extended Stay America - Pleasanton - Chabot Dr. 2.5*
Number of rooms: 112
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Also Known As:
Extended Stay Deluxe Pleasanton Hotel Pleasanton
Extended Stay America Pleasanton
Extended Stay Pleasanton
Pleasanton Extended Stay

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