In August, I stayed at the Extended Stay America in Torrance for 1 week due to our kitchen remodel. It was the most horrible experience I ever had.
Upon check in, they gave me a room key that didn't work when I arrived at the room. I had to get it replaced 3 times before it worked. The corridor halls looked depressing and the room was not very nice. It had a bed, bathroom and little kitchen area. The room was very drab to stay in for any length of time. When I arrived at the hotel, no one told me that I had to get basics like shampoo and a hair dryer from the front desk. The hair dryer actually had to be checked out. Because I didn't know, I had to catch an appt. the next morning with wet hair. The room was dirty and depressing. The minute I woke up, I wanted to run out of the room. I couldn't relax in the room provided.
I had paid to stay for one week. On my 5th night, I arrived at the hotel at 10:00 p.m. My key did not work again. So I went to the front desk and they re-activated my key. I went to the room, opened the door, and I found a man in his underwear brushing his teeth in the bathroom. As you can imagine, I was in SHOCK. I ran to the lobby and asked the worker why there was another man in my room. The worker said they thought I left because I didn't have much stuff in the room. So they proceeded to clean the room and empty everything I had in the refrigerator. I was furious....I told her that I paid for 7 days. It didn't matter if I did not have much stuff in the room. Also, if in doubt, they should have called me.
I warned my husband who was coming later about what happened. It took 1 1/2 hours for her to give us another room. She gave us a handicapped room so it did not have a bathtub and counter next to the sink.
After I left, I completed a survey to let them know how terrible their hotel was. The manager sent an email saying there was some miscommunications and he'd like to offer me a free night certificate. I told him that I didn't want a free night. I told the manager the proper compensation should be a credit for the last 2 night of inconvenience. Well....he never replied to my request. This showed me how much the staff and management does not care about people.
After the week of horror, I found another extended stay hotel down the street since I needed a place for 2 more weeks. It was a much better hotel with great service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 29, 2012
I recently received a copy of your review for our hotel. 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.
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First, I would like to address the situation you experienced during your 5th night staying with us. The staff is instructed to make note of rooms which have been vacated and report them to the Front Desk who will then assign them to other guests as they arrive. If a room is reserved for a longer period of time, we do reach out to the guest to confirm check out. It seems, upon calling the number provided during check in, there was no way to leave a voicemail and the room was reassigned. I am so sorry for the mix-up and I am working with the staff to ensure this situation does not happen again.
Second, given how hard we work to provide our guests with outstanding accommodations, I was troubled to read your remarks about the cleanliness of your room and the property as well as the difficulties you experienced during check out. Please know how important your comfort is to us. We have used your feedback to properly address this particular situation 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 brand location in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.