First, the location is a parking lot in a business complex which is uninviting at best. My confirmation was for a studio with one queen bed and I was given a larger room with two smaller beds that reeked of cigarette smoke, none of the wall switches worked and the tv was non-responsive. I couldn't stand the smell so I asked to be moved to another room.
This room was located next to the highway and also reeked of cigarette smoke. It's thermostat was broken and the window was left wide open (I assume to remove the smell), so the room was 40 degrees on entering. Oddly, the bathtub was completely full of water (due to a leaky faucet) when I arrived suggesting to me that no one had been in this room for weeks. The blankets were painfully thin and the pillows are small squares of bundled material. I was too tired to care anymore and move to another room because of my late arrival.
Overall, this was just lazy on the management's part to provide the minimum amount of service and cleanliness. Be wary if you stay here.
Room Tip: Try to get a room that faces the interior of the property as some rooms face out to the parking lot...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 28, 2013
I recently received a copy of your review of the Extended Stay America San Francisco - San Mateo - SFO. 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. Please accept my most sincere apologies.
I do appreciate the opportunity to address your concerns about the condition of your room. Please know that we have strict quality control standards that are meant to prevent a situation like yours from occurring. Only certain rooms are designated as smoking rooms, the rest as non-smoking. It should never be the case that a guest who requests a non-smoking room is placed in a smoking room when the preferred room type is available. In response to your comments, I have met with hotel management and staff to find out how such an experience occurred and to determine a system for preventing a repeat occurrence. We also have made sure that our strict inspection standards are in place as it is our policy to inspect every room prior to a guest's arrival. I sincerely apologize that this clearly did not happen in your case.
It's not common that we get the sort of review that you provided, and although it is discouraging to read, it will help us make our hotel even better in the future. Let me apologize again that your stay was not completely satisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page). 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.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
