This hotel was chosen as an alternative to a higher-priced, well-known hotel closer to the tournament in Germantown that we were playing in. Its a shame to have to be so harsh in a review, but people need to be fully aware of the current state of this hotel before they book a reservation here. I am screaming to you - spend the extra $70100 a night, it is worth every cent and then some to avoid staying here.
Location - as inaccessible as it could be - as far away from anything of value in Germantown or Gaithersburg MD. NOTHING is within walking distance. You have to drive down a no-outlet industrial drive and make a U-turn to get there. It is NOT in a desirable part of town.
Lobby-Check In Service: Terrible. Desk attendant barely spoke English, checked two of our parties into rooms that were not cleaned, and literally blamed us for checking in too early - 6 PM - because their housekeeping staff were short that day. This is America - get off your butt and get your job done or get another job. When it was finally pointed out and comprehended that 1 king bed was not what was ordered and 2 doubles were needed, immediately the desk clerk questioned the age of my daughter (16) and said "where is she staying?" DUH - In the room with us, you idiot, what has that got to do with the lousy service you are providing? Spent the rest of the time on personal cell phone speaking spanish on personal calls. Lobby was small, cramped, and no where to sit when waiting, because the 3 seats available were taken up by 3 teenage boys who were socially and intellectually challenged, and didn't know how to offer my wife/daughter/wife's friend a seat.
Room - wrong room was given to us and our friends who also booked here on our recommendation - it was dirty and had the wrong beds. This was apparently our fault according to the Hispanic guest clerk who had an attitude to match the run down state of this hotel. Once a correct room was obtained (45 minutes later) it was OK - a 2 out of 5 stars - the bathroom is bigger than the kitchen so don't plan on much. Rooms were small. 2 double beds 2 night stands, and a desk with a TV on it are all that fit in the "suite". Beds were OK - not good, OK, and pillows smelled wrong. Buy some new ones at wal-mart for heaven's sake.
Cleanliness - poor. Not horrible, but poor. Elevator smlled like a dirty pile of laundry, the third floor reeked so bad of someone's cooking of kimchee or something else that was fermented, with no HVAC exhaust available on that floor's hallway, and the rooms' bathrooms were dirty - toilet sink and shower all looked like they had not been hand-cleaned in 2 weeks. Hotel carpet was worn and frayed, place looked like it had not been remodeled since 1985.
Amenities - what amenities? Oh they were paving the parking lot (nice to let us know that at check in rather than when we booked a few weeks ago). They shoved all cars into 2 small side lots, and some people had to park outside the hotel complex and walk in on that day. Nice.
Management - non-existent. Non-functional. Should be non-employed.
Parking - this place is a haven for out-of-town contractors working in the area. The only problem resulting from that is that the parking spaces are skinny and the 300 Dodge Ram 2500s in the lot (and I have one at home so I know exactly what I am talking about) make for some really tight squeezes into spaces.
Swimming Pool - didn't go.
Restaurant - Didn't go. Didn't trust it after the nightmare of checking in and lobby experience.
There are good rooms at Holiday Inn Express.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I recently received a copy of your review of the Extended Stay America Washington, D.C. - Gaithersburg. Our company prides itself on providing great service and great rooms at great rates, which is why I was so disappointed to read your post. Please accept my most sincere apologies.
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As this hotel’s manager, I challenge our staff to continually improve the experience of our guests, from the cleanliness of our rooms, to the courteous professionalism of our staff. Unfortunately, in your situation, it is clear that we were unsuccessful in achieving these goals. Given our belief that guests like you are our most valuable asset, this failure is particularly troubling.
Your review has caused us to take a serious look at the systems we have in place to handle our day to day operations and we will be making modifications as appropriate.
It's not common that we get the sort of feedback you provided, and although it is discouraging to read, it will help us make our hotel even better in the future. Let me apologize again that your stay was not completely satisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page). I hope we have addressed your concern satisfactorily, and that you would give us the pleasure of having you as a guest again at this hotel or any other Extended Stay Hotels(sm) brand location in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.