My experience started off bad! I called the hotel to have the shuttle come get me and the woman at the front desk said it would be 20 minutes, an hour later and two more phone calls the van finally pulled up. From the outside the building looks nice but the room I stayed in was far below average. Plus the room smelled like cooked humid ramen. The carpet is concerning but at least had vacuum lines. The windows are dusty and dirty and there is only a black out curtain and one of the curtain pulls is missing. It did not occur to me that there wouldn't be shampoo and. Onditioner provided but that makes sense and the bathroom was surprisingly in good shape. The bed however was old, noisy, and hard. The linens are old with a cover that you just want to pull off the bed and not use. The front desk wasn't overly friendly and when my dad checked in a few hours later the older woman was surly and seemed annoyed the moment he walked in. It seems like the people who run the place may live on site and that they may have regulars. For just one night I think I would have rather paid more to just be more comfortable.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 16, 2012
Thank you for taking the time to review your recent stay at Extended Stay America Indianapolis - Airport. Given our company's commitment to superior guest satisfaction, I was disheartened to read that your stay wasn't 100% satisfactory. Please understand how truly sorry I am.
Please know that we have strict quality control standards that are meant to prevent an unacceptable situation like yours from occurring. All rooms are regularly cleaned and disinfected upon a guest's checkout as well as during applicable periods of the stay, then inspected by a manager who determines if it meets our quality standards. Obviously, your experience indicates that our system broke down. In response, I have met with hotel management and staff to find out why and to determine a system for preventing a repeat occurrence.
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 me demonstrate our redoubled efforts in the future here or at any of Extended Stay Hotels(sm)' other locations throughout the U.S. and in Canada.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
