I recently completed a survey on my stay here...this is what I had to say:
1. Check-in was at 3 pm, however, when we arrived after 4, we were told to wait 2 minutes, because our room was not yet clean... we actually had to wait 15 minutes in the lobby before being allowed to go upstairs to our room.
2. For the 1st 2 nights, our sleep was uncomfortable, because we were given queen size blankets for a king size bed, which repeatedly fell to the floor at night, causing us to be cold, and un rested for those days.
3. The rest of our stay was uneventful until we went to checkout....
a. The computers were down, so we didnt actually check out of the hotel.
b. 10 minutes after leaving the hotel, I realized that I did not have my computer monitor with me, so we returned to the hotel.
c. My computer monitor was stolen within 20 mins of leaving the hotel room.
d. Even had to get the police involved.
e. The way the staff handled this situation was downright appalling. No apology, no compensation, and I had to constantly call guest services to get an insurance claim working.
There was no offer of compensation for our troubles or anything. And we know without a shadow of a doubt which one of the housekeeping staff stole the monitor.
The room was secure when we left, and only someone with access could have taken the monitor, because they also took the power cord from the back of the television in order to use it for the monitor (the use the same power cord).
So not only do you have someone on staff that steals from guests, but also from your establishment.
I gave every opportunity for Extended Stay to make this right, but apparently your company is more about the "fast food mantra", ( get them in and out), rather than about customer service.
It was my mistake for believing that your line of hotels was about the guests experience.
I'm very disappointed in the fact that my business is not appreciated at Extended Stay. I posted on my social media sites about this incident on Sunday after I returned home. Many were asking me to name the location, staff members, etc, but I said that I would give Extended Stay time to make this right... That time has elapsed. I appreciate the "gesture" of the insurance claim formality, but If anyone would ask me if I felt secure leaving my belongings in an Extended Stay hotel, my answer is a firm NO! I mean really... my monitor "grows legs" and walks away a mere 20 minutes after I leave the establishment? Yeah right!
Make sure that you have the correct size comforters on your bed.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bryan - We have read your review, and are truly sorry for your experience at our hotel. Please know, our hotel and company as a whole does not condone illegal behavior of any kind. In fact, we have taken your situation very seriously, including filing an incident report and reimbursing you for the monitor. Still, we are disheartened there was an issue of any kind while you stayed at our hotel.
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If you would like to speak further, please contact our hotel directly. We do hope you will choose to stay with us again so we can have the opportunity to provide you with a better experience in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.