I was allowed to work remotely for an educational institution and moved to the Sacramento area to be closer to my ill father. I drove across the country with my two cats, staying nightly in hotels for the duration. My jewelry box went safely with me the entire time. Inside was my engagement/wedding rings which didn't fit at the time, and my deceased grandmother's jewelry, including a ring I was given at age 18. I'm 42 now.
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, Shaima, 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 no body 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'a 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, Shaima, in the morning.
I don't sleep at all that night, so am at Shaima's 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 the 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 Shaima, 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. The only person who showed the slightest bit of sympathy was "Justin", the first person I talked to, because I started crying when I mentioned my grandmother's rings. The customer relations woman I finally got on the phone assured me that they had no liability in the case, but informed me my case was being sent to AIG insurance, and they would be calling me by such-and-such date. Of course they never did, so I followed up. After repeated reminders to their rep, she told me I would receive no reimbursement for my loss, even though it was stolen during a time when I was forced out of my hotel room, under duress, with my pets. When I asked her about her "investigation" which entailed a lame phone call to the aforementioned Shaima, she let me know that there was no witness to someone stealing my jewelry box (isn't that what usually happens in a robbery?), and that the hotel has absolutely no surveillance camera in the area of my room (note: this hotel is right next to a major freeway) to protect their guests, and therefore, they would do nothing for me. She told me: "Prove it. No one saw your jewelry box." That is true. No one besides my family knew I had it. I did take pictures of my cats in the room, but not the box. Would you go around announcing that you had a jewelry box in your room? Probably not. I asked for a description of their investigation from AIG. To date I have not received it. I won't give up.
The only thing I want are my precious things. I would pay the full value I estimated on the police report to get them back. I would pay triple. They are priceless to me. I would pay 5 times their worth. Like my pets, I felt that they were safest with me. I tell people that losing those things was like that scene in the Tom Hanks movie Castaway, where Wilson the volleyball floats away. I still apologize to my things that are now with some piece of scum. I'm so sorry. Maybe some day some person who changed their life will return to ESHA and tell them they want to give it back to their rightful owner. Maybe Shaima will prove to have compassionate fiber in her body and call me in that case. I doubt any of that will happen. But what I can do is ENCOURAGE YOU NOT TO STAY IN ANY EXTENDED STAY HOTEL OF AMERICA ANY WHERE IN AMERICA. These people didn't even offer to refund the cost of my stay. Their morals and concern for customers, let alone fellow humans, is as shabby as the covers they put on their beds. Tell your friends, and your friend's friends. Stay far away, and whatever you do, never assume what you do to keep your things safe is enough. But the way you treat people will always come back to you, and the way I was treated by ESHA-Rancho Cordova, their Corporate Headquarters, and AIG Insurance will come back to them. It always does.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.