Thank you for a pleasant stay for about two weeks during early January. I appreciate the hotel providing clean and functional accommodations for me during my time there. With 10+ years in guest services, I wanted to provide you with some feedback as to what a guest experiences with you.
Room - Kitchen. The kitchen was a really cool part of the room at this property. A full size refrigerator/freezer, microwave, and all basic cooking equipment and utensils (including a toaster!) along with a range made it very easy to feel at home. I could store plenty of frozen food and drinks and love being able to make my own food when staying at a hotel.
Amenity - Internet Service. Free internet. Thank you! Your guests really appreciate the service, and does not go unnoticed. I can tell you it has a major influence on booking conversions.
Service - Printing. I had a document I needed to print for work. When first calling the front desk, I was offered an option to bring down my USB flash drive. After loading the drive, and coming down, I was told the computers could not be used for that. As a solution to the problem, an agent offered to have me send an email to the front desk address, where it could then be printed. Ultimately, I got the document printed, free of charge, which I really appreciated
Service - Night Staff PM and Audit. The evening front desk agent gal was very courteous and recognized me after a few nights. She provided extra amenities with no hassle at the front desk. She even gave me popcorn as a nice gesture. The night audit gal didn’t speak much English, but was able to get me everything I needed, and was very nice and friendly.
Service - Housekeeping. The few services I did get during my stay were perfect. The bed was changed and made fresh, and all trashes changed and new linens provided. It was a pleasant surprise after returning from a days work.
Room - AC/Heat. During my chilly winter visit, I only made use of the heater functionality of the room, and it worked wonderfully and was easy to use. I was very toasty during my entire stay.
Room - Hangers. I love having the extra plastic hangers there for me to hang my clothes.
Room - Toilet. The toilet should be on a NASA space shuttle, because it flushed heavy duty. The good thing about that is less clogs, which seems to be a constant problem for properties.
Amenity - Breakfast. The free breakfast was a nice touch. Coffee, pastry, granola bar, oatmeal, and fruit offered free daily.
Value - Price. Priceline got me an incredible deal during my winter visit. I was lucky to find the amenities at this hotel for the price that I paid.
Signage - DND sign. No Do Not Disturb sign was awkward. A housekeeper walked in on me several mornings and woke me up a few times as well.
Service - Snarky Agent. I had a few occurrences of attitude from the front desk. I understand, but really notice it since I have worked in the business for so long. The gentleman that worked most mornings, and the woman I believe it to be the manager both tried to talk to me like I was a little kid in trouble. Booking days at a time through Priceline, really got them agitated with me on several occasions, and tried to make me feel as if I was breaking some sort of rules, or causing problems. I also got lectured from the morning agent as to how their systems work and how inconvenient my bookings have been since they have to close reports or whatnot before a certain time. Not doing anything wrong it was difficult not to get upset at the condescending attitude I received. I don’t like being talked to as if Im in trouble, and this one flaw in the property alone is enough to make me not want to come back.
Lobby - Luggage Cart. I was given a 3rd floor room. I was told there was a luggage cart, but they had no idea where it was. Upon my departure, I asked in the morning if they actually had one because I still could not find one. Hours later at checkout time when I needed it, and I still could not find one anywhere. I was told they had a long term guest leaving that needed it and it would be a while. So after 20 trips to the car, I had the housekeeper waiting at my door asking when I was leaving and waiting to clean. Tip: Ask your guests if they need help if you see them struggling with bags.
Room - Bed Spread. Please. Floral bedspreads have got to go! Burn them. They are terrible and immediately date your room when the guest first walks in. You have got to transition to white linen soon.
Room - Smell. When first walking into the room, there was foul smell. It was a combination of sewage from the bathroom right there, and burnt cooking from a previous guest. I know smell is really tough to deal with, but it is a problem in this room. Despite air freshener and candles, I was not able to get rid of it for the duration of my stay.
Room - Bed frame. Time to transition to hotel bed frames. You need to have industrial frames, which are solid from the box frame to the floor, so no items can sneak underneath. Its just cleaner and easier for all.
Room - Stove light bulb. No light bulb upon arrival, along with two lamp bulbs burnt out.
Room - Fluorescent lighting. I know fluorescent is energy efficient, but the lighting was awful. Very cold and unflattering.
Room - Plastic bag on smoke detector. Upon arrival, there was a plastic bag rubber banned around the smoke detector. I have encountered this before in my hotel experience, it is from previous smoking guests not wanting the alarm to go off.
Amenity - Lotion. Would be a good freebie.
Property - Common stairwell. I am a stair kind of guy, and your stairs were gross. Uncarpeted and cold, there was lots of debris and dust on the sides and in the corners. I for some reason always felt a little unsafe in them too, I found a few people to be lurking.
Despite a few minor issues, overall my stay was very pleasant. , I was comfortable in my guest room, and appreciate your accommodations during my visit.
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- Extended Stay America - Santa Rosa - North CA - Sonoma County