My family and I just moved from NJ to Pittsburgh a few months ago and this was our first visit back to NJ. We would've liked to have found accommodations where we could come back again and again (staying 5-7days at a time.) However Extended Stay in So. Bruns will not be that hotel. I walk with a cane or a walker and requested a handicapped room since the wider doorways are helpful. We got to our room (on the second floor all the way down the hallway) and the room and doorways were very small. The only thing handicapped about the room was the shower, which was made for wheelchairs. But we have two little children and neither one of them could take a bath. When I came down to express my disappointment in the room size, the front staff was nasty and said that I never said I wanted a room with a tub and that it's my fault for not booking a bigger room. I then said that we may cut our trip short and she basically said "Sorry to hear that." (Very disappointing response.) The elevators and hall ways were very dirty. There were even cigarette butts in the elevator (I saw the same butts 3 days in a row!) We requested a smoke free room but our room and especially our hallway to our room smelled of smoke. We let the staff know after our first night stay that we would be checking out after our 3rd night (we prepaid for 5 nights.) I asked specifically if I would receive a receipt and also a refund and was told absolutely yes. The night before checkout we even asked the front desk again if there was anything left to do (and that we wanted to check out by 6am or so) and the gentleman said no. However, when we checked out, no staff was available (I waited for 25minutes, calling the number that was posted multiple times) When the overnight staff came to the desk, he had no idea what i was talking about when I asked for a receipt and a refund. He said he could not do that and I would have to wait for the next shift. We had to leave to avoid a snow storm, so we did. I called back and spoke to Carmella who *was* very polite and said YES I would be receiving a refund and a receipt (and the receipt was sent via email.) I have not received my receipt or refund (although I understand this may take one more day) but I am appalled I checked in and out with absolutely no paperwork. Needless to say, our family will not be back at this location and I will be sure to pass the word on to friends and family about this negative experience. Not a family friendly place, in our opinion.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 24, 2013
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.
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.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
