My girlfriend and I stayed here the night before she attended an Intro to Mountain Biking course being held by REI at Schaeffer Farms. The person who took care of our reservation was super nice and efficient and allowed us a late check-in (10:00PM). When we got there, the front desk area was shielded by a transluscent plastic accordion guard over the counter. In almost fifty years of living and too many hotel rooms to count, I have never seen a barrier like this. The very nice clerk did not offer to open up the shield, so the whole situation was really not the best first impression to make. When I asked the clerk if the area was unsafe, gently tapping on the plastic fencing, she lauded the neighborhood as being very good and clearly missed the point of it all. Well, then...why the security?
The room had a kitchen with plates, utensils; very nice. I thought the window over the TV was a rare touch in a motel room and probably specific to this end unit. When we walked into the room, we were hit with the overpowering stench of some acrid and cloying air freshener that housekeeping put onto the AC vent. Not sure what odor was meant to be hidden, but it smelled like a Yankee Candle store, and that's not a good thing. Subtle and favorable scents such as vanilla are fine; this one was not. Lastly, the toilet was loose and could be rocked a good ten degrees (didn't want to go past that) and felt like it could be easily ripped out. Good thing I'm not Irish and am not in conflict with Russian mobsters. Bonus points if you get this reference.
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 - Germantown. 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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I do appreciate the opportunity to respond to your issue in a way that might be able to help future customers. It's very important to us that our guests know exactly what to expect when staying with us - a great room at an exceptional rate. Our overnight staff is always available to check in guests and assist with other issues. Additionally we have removed the Front Desk gate so we can be able to interact with our guests and dedicate our full attention.
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
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.