The location was right. Nothing else was.
What a disaster. From unprofessional service to a stinky room, the customer always comes last.
I arrived after 11 pm to start my 5-night stay and had to wait for someone to open the office.
I got to my room and the first thing I noticed was the sharp odor of chlorine trying to mask the scent of mildew from the bathroom. The room had seen better days, but it was clean. All the usual meager equipment was in the crummy cabinets, except for dishwashing liquid. This was the first time I’d stayed in an efficiency that didn’t have even a little packet of dish soap.
When I returned after work the next evening, I found I was locked out. I had just bought food and wanted to get it into the fridge. I went to the office and was told they needed more money from me. The check-in Sunday night only paid for 1 day. Now they wanted the rest. (Couldn’t they have called me or sent an email? That is real customer service). Shouldn’t I have paid the night before? No answer. They took the card number when I made my reservation and had a card imprint from the night before, so was it really necessary that they lock me out to ensure I paid? No answer. I reported that the room smelled bad: I could change it in the morning. I asked for dishwashing soap: they don’t have any. The receptionist was professionally curt, but decidedly unfriendly.
Back in my room, where mildew and bleach were still fighting for nasal supremacy, I called Extended Stay America 800 # to complain. The first person I spoke to was very friendly and concerned. She said to speak to the manager first. I called the front desk. The manager would be back at 9 a.m. I need to talk to her sooner. The manager would be in in 9 a.m. (At an efficiency suite hotel, most guests work. Wouldn’t a manager make herself available at a time convenient for those professionals? Maybe be there early in the morning and stay an hour or two late?). Is there anyway I can talk to the manager now? No. And by the way, you have to leave in the morning. So I wasgetting chucked-out for complaining.
I called the 800 # again to speak with guest relations, and waited on hold. And waited. And waited. And waited. Finally I learned from another reservationist that only 1 person handles guest relations at night. That did it. I immediately packed up and left.
Clearly Extended Stay, as a company, does not care about quests.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.