We stayed for three nights. Although there were signs that all rooms on our floor were non smoking, the hallways reeked of cigarette smoke. They advertised a free continental breakfast but nothing was available when we went down during the advertised times. When we inquired, they just said, "It's gone." Staff was pretty non-available (housekeeping is limited to once a week) and when the room keys did not work to get in from the outside doors, we had to wait 10 minutes for someone to open the door. They did not appear at all full, but because we booked through hotwire they would not honor a request for a king sized bed, and told us that was why. The one queen bed was extremely uncomfortable. We have stayed at similarly rated hotwire hotels and have been very satisfied, but this experience makes me leery of booking through Hotwire again as you have to pay before finding out which hotel you have and we would not want to stay here again!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 10, 2009
I recently received a copy of your review of the Extended Stay Deluxe Washington, D.C. - Fairfax. 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.
I do appreciate the opportunity to address your concerns about the condition of your room. Please know that we have strict quality control standards that are meant to prevent a situation like yours from occurring. Only certain rooms are designated as smoking rooms, the rest as non-smoking. It should never be the case that a guest who requests a non-smoking room is placed in a smoking room when the preferred room type is available. In response to your comments, I have met with hotel management and staff to find out how such an experience occurred and to determine a system for preventing a repeat occurrence.
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.
