***This review was supposed to be posted in the beginning of March. I didn't realize I had to click a link to confirm this review.***
My company sent me from Puerto Rico to Michigan for an assignment that lasted two months. During those two months, I’ve never seen a hotel ran as poorly as this one. Dirty sheets, awful smells in the hallway, teenage parties and fights every weekend, among other things. I never received my mail on time and when I did, it was open or it looked tampered with. Out of the entire staff at the Extended Stay America-Southfield, there was only two that I felt comfortable with. Halima (not sure if I spelled it right) and Camille are the only employees who strive for perfection. If something was wrong, they worked to fix it. If I needed something, they ensured I received it either right then or within twenty minutes (i.e. towels, tissue, etc.). The cleaning staff---don’t even get me started. They must be cleaning with dirty water and rags because the rooms straight SMELL when they’re finished. Maintenance never fixed a thing I asked. I always had a hard time out of Consuela (mail among other things) and a very nasty attitude whenever the managing staff is not around. I was standing in the lobby when I heard Consuela inform another guest to retrieve the mail from the mailbox. This angered me because if another guest can do her job by stepping out and retrieving the mail, then the guest has a chance to possibly go through the mail. I also watched housekeepers and other residents wash their clothes in the SAME machine that the SHEETS have to be washed in. WTH?!?!?!?!?!? I’ve informed my company to take all of the Extended Stay America’s off of our company hotel list. This hotel is poorly ran and if you ask me, it’s a disgrace to it’s name.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I recently received a copy of your review, and wanted to take a moment to respond. 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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We know that our guests have multiple hotel choices, which is why our mission is to provide clean, comfortable rooms at an affordable price that guests want to come back to. The room condition you describe is totally unacceptable to me and not at all representative of our quality standards. In response to your post, I have met with our hotel staff and used your review to help coach them on room cleaning and inspection policy. There are many points that you brought up – ranging from cleanliness to service to disturbances. These points all show some break down in the way in which we do things. I am truly sorry that you encountered all of these. We are working on a daily basis with our team to improve the quality of service that we provide. We have made strides since your stay with us and we hope to continue to move forward each day.
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.