Bottom line: Hotel is clean and cheep. The staff is incompetent. REALLY far from all of the theme parks. There wasn't much surrounding it at all.
My boyfriend, a friend, and I left for the hotel around 2 am after we got off from work. We arrived at 5:45. My boyfriend went to the lobby and no one was there so he used the phone provided, that is at all extended stays that I've stayed out, and is meant to call an employee to the desk. Instead, he got an operator that informed us that no one would be in until 7 am, which was outrageous because every hotel that I have ever been in has an employee there for check ins 24/7. We went in and sat in the lobby for about 45 minutes and a lady comes wandering out of a staff room and looked surprised to see us there. When asked if she had been there long she said yes, all night. She apologized many, many times, as expected.
We booked on hotwire, which automatically gave us a queen bed. We kind of expected this and were willing to make it work. However, the lady that finally appeared at the desk asked us if we wanted a double room and if we wanted smoking or nonsmoking. I know from past experience that Extended Stays charges an extra $10 to upgrade to a double room per night, I thought she was attempting to remedy her mistake by waiving the upgrade fee. She gave us they keys and told us 103, but wrote down 101 so we had to try both doors. We were also placed in a smoking room instead of a nonsmoking. At this point we were slightly annoyed but no big deal, just a miscommunication.
Then we get a call on the hotel phone two hours later that woke us up.Another employee called to inform us that we need to move to a single room for the next night and that she has to charge us a $20 fee for changing rooms and cleaning of the double room. After trying to explain that we were never informed that changing rooms was going to cost extra money and that we would not done it if we would have known we ended up hanging up the phone and walking to the lobby to speak in person because she could not comprehend what we were saying. She ended up telling us that she had to go ahead and charge the card but we could call the manager when he gets in on Monday. This was a Saturday morning. She was not apologetic, more annoyed that we were still standing there. We went and got our stuff to change rooms and when we walked by the lobby she was whispering to one of the maids and suddenly stopped when she saw us.
The first room was very clean. The only draw back was that it smelt like smoke. The second room was fairly clean, except for the sink. It had big yellow splatches in it that looked as if someone had dumped coffee in the sink without rinsing it out.
The hotel itself was very nice and clean, worth the money. However, the staff was terrible. Contrary to what their scapegoat was, every problem that we encountered was their fault, not hotwire's.
Avoid the late night lobbyist and you'll probably get what you booked.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ms. Alexis F.
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Thank you for taking the time to review your recent stay. We are committed to providing every guest with outstanding accommodations, so I was pleased to read your remarks about the overall cleanliness of the hotel. Of course, I was disheartened to read that your stay wasn't 100% satisfactory. For that I am truly sorry.
It is my pleasure to respond to your concern about our front desk hours. I regret that we did not successfully communicate our front desk hours to you prior to your arrival. Our front desk operates between 7 AM and 11 PM seven days/week. In the event that our guests need assistance during other hours, we always have on-staff overnight help that can be reached by phone. While we certainly do staff our hotels for overnight check-ins, it’s possible that with the staff assisting other guests, there may be a delay in the check-in process. I do apologize that your wait was excessive; we are typically more efficient at handling guest issues, and returning to the desk for very late check-ins.
Although it is unusual for a guest to have the experience you did while staying with us, we would like to use your account to help us make our hotel even better. Again, I am deeply sorry that you did not have a completely enjoyable stay at our hotel, and I promise that we are focused on total guest satisfaction every day. Please don't hesitate to reach out to me at this hotel or to our guest relations team directly by visiting our website and clicking the Contact Us link at the bottom of the page. I do hope that you will let us demonstrate our reinforced efforts in the future here or at any of Extended Stay Hotels(sm)' other locations throughout the U.S. and in Canada."
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.