This location is a poor attempt to mix class with low-cost. There amenities are enough to let remind you that you didn't pay an arm and leg for the stay. However, the dirtiness and rudeness should not be the penalty for trying to say money. I had a gut feeling something would be wrong with the hotel when I saw the receptionist standing at the top of stairs outside facing the hill I drove up to get to the hotel. Based on her white blouse I knew she was an employee but I didn't get a greeting, not a smile or wave. Any how I was impressed by the hotel's outer appearance and location. Clean and nice foliage. When I went to check in, there wasn't a soul at the front desk. I called out to see if maybe the receptionist was in the back of the office. No answer. So I waited for another five minutes. Then another guest looking to check in came through the front door. Still no receptionist. Five minutes later, two more guests came up to the desk. And one stepped off of the elevator. No receptionist. Then a guest already staying at the hotel stated that in order to be helped you have to call the receptionist on her cell phone. He called her and ta-da, she finally appears. No smile, no hello, no apology, nothing from Ms. Victoria (the receptionist). Up the elevator, which was filthy and stuck in the 1980s, and to the room I go. All I saw was peeled wallpaper and trash all along the halls. A BIG difference compared to the pretty outside. I enter my room and the first thing was the nice,quaint layout of the room. Then I notice are cigar ashes along the window sill and the bent up screen that looked like a criminal might've tried to make a fast getaway at one time. The bathtub still had the last guests' hair in it and the toilet still had the last guests' trash in it as well. I could not get a refund because of my booking method so I had to deal with it. I figured I would cook a small meal, enjoy a movie and my nightmare would be over soon. I tried to wash and sanitize my utensils and pots but there was no dish detergent. I boiled my untensils and grabbed a dish towel and lo and behold there was a foot-long strand of blondish hair, ( I have jet black hair), on my cutting board. Gross. So if you can deal with the poor attempt to doll up the hotel and a little trash here and there, be Extended Stay America's Victoria and Ali's guest.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I appreciate you bringing your experience to our attention. I am so glad to read that you enjoyed our hotel's location and the exterior's look. Still, it upsets me to hear that our staff was not at the desk to greet you. It is also regrettable that you experienced so many issues in your guest room. Please accept my sincere apologies. To ensure that a situation like yours doesn't happen again, my team is being coached on how to provide better customer service as well as how to clean and inspect rooms properly moving forward.
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We continually work to improve our hotel, so I really appreciate you providing us with your feedback. I invite you to contact me, at firstname.lastname@example.org, if you have any additional comments. Thank you for choosing Extended Stay Hotels. We hope we have the opportunity to see you again in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.