Our worst ever experience with this hotel and brand! OUR WORST pet travel experience EVER!
We booked in advance for 4 nights in July in a pet friendly room to attend a family reunion. We have stayed at this hotel before, with our dog, and without incident, (always on one of the upper floors). So we had good expectations for a comfortable, clean room close to where we needed to be. The facilities offered in these rooms (fridge, microwave, cooktop, dishes) is a real plus for us!
Check in when smoothly and we settled in. Right away we noticed that the sash springs on one of the windows was broken - the window would neither stay open nor completely close/lock. I finally got the window locked and we opted for AC over fresh air.
The next morning we noticed the shower barely drained. Lifting the stopper showed the drain nearly plugged with hair and gunk. I cleared much of - UUCCKK! - so we could shower, and left the drain plug out for house keeping to see. These things happen sometimes if you travel very often - OK. NO BIG DEAL. Report them to the desk or on check-out and be done.
BUT BY FAR THE WORST HOTEL EXPERIENCE WE HAVE EVER HAD SHOWED UP THE SECOND MORNING. I started to brush dog, (our constant traveling companion for the last 9+ years - coast to coast, north to south, east, west and in Canada) Only to discover FLEAS, not one but lots of fleas. I caught one and inspected with a hand lens to be sure - checking pictures online. Because we travel far and often, our dog is on a year round Flea/Tick (FrontlinePlus) and heart worm regimen. We have NEVER before been infected by FLEAS in a hotel or at home.
Most hotels, this one included, charge a per night/per stay PET FEE, which is justified by the added expense of cleaning pet rooms - including ensuring they are infestation free. We routinely and willingly pay these fees and expect clean facilities in return - Not at the Extended Stay America - San Ramon - Bishop Ranch - East. We immediately check-out and ended up shortening our family reunion visit by a day.
We were able to get a competent Flea Bath at a local pet store (open in Saturday) and to get a dose of Capstar (an oral flea toxin) from a local Veterinarian who happened to be OPEN on Saturday as well.
We stayed 3 nights in 2 other hotels on this trip 1 before and 2 after. The first and last night of the trip we at a hotel in-route to/from CA. We had the same room both nights - one coming/one going home. NO FLEAS after either night nor after the night spent in another hotel after checking out of ESA San Ramon. This pretty much eliminates the other hotels we stayed in as the source of the fleas.
We received what reads like a generic apology letter from ESA SR management, which did not address the flea issue directly at all - see below: "Thank you for choosing Extended Stay Hotels and for taking the time to provide feedback about your experience. We use feedback, such as yours, to continuously make changes to our brand to improve our guest’s experience.
I am concerned about the housekeeping service issues you mention. I apologize our housekeeping services did not meet your expectations. Our goal is to ensure you are provided with a clean, comfortable room while you are our guest. Please be assured that cleanliness is of the utmost concern to us and feedback such as yours is taken very seriously. We will coach our team to provide better service and a clean room in the future."
Dealing with the fleas while traveling and the efforts required to minimize the risk of bringing them home in our car/luggage/clothing effectively ruined the reminder of our trip
WE WILL NOT RISK STAYING HERE AGAIN! Too Bad too - this hotel has be great in the past - guess we were just LUCKY on those trips.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.