The Manager, Dexter gave us a refund and assured us that the person would be dealt with, and so I hope this was a one time event with a particular employee and not a reflection of the hotel in general, but if anyone else received similar treatment, it is a management issue. We arrived on January 12th for a pre-paid room through Hotels.com. I first asked for a third floor room and was told no by the front desk person, (who gave her name as Shevanta Jones) and we were given a 2nd floor room instead. I assumed they were booked full, but there appeared to be at least half the rooms empty. When we got to our room we found that there was no soap or shampoo in the bathroom or anywhere else. My wife called down to Ms. Jones and asked that some be brought up. Ms. Jones replied that the hotel was out of soap. My wife suggested that she simply get soap from a vacant room. Ms. Jones said that this was not possible and "we were not going to get any." My wife demanded to speak to her manager. Ms. Jones said she was the highest level person there and the general manager would not be there until the morning.. My wife asked for the name and telephone number of the manager and was told she could not have it. My wife asked what would happen if an irate customer or a robber confronted her, who would she call. She said she would call the police but not call her manager until later and we could not have the manager's name or number. We were flabbergasted that someone this hateful could be working in a service industry. I had to call Extended Stay's 888 number and after not getting through to customer relations, I called sales and demanded to speak to a manager and not get transferred. I spoke to a supervisor I think named Cindy. She was courteous and said she would call the hotel directly and get our situation resolved. After waiting on hold for a few minutes, she told us that we would be receiving call from the manager and would be getting soap and shampoo. Ms. Jones then called and said that "her manager told her to go across the street and get some soap", which we inferred to mean that it was our fault that she had to go out of the way. We then received a call from the general manager Dexter. He was courteous and told us we would be receiving soap in a few minutes. I explained that the lack of soap and shampoo was trivial relative to the disgusting attitude and refusal to provide service of Ms. Jones. He assured me that the issue would be dealt with. He also stated he wished to speak with us directly in the morning, but we had to leave earlier than his arrival. Ms. Jones reluctantly brought soap and shampoo to our room. When we checked out, the person at the front desk called him and he told us we would be getting a refund through Hotels.com for our room. I feel that Dexter handled the situation professionally, but customers need to know that this event happened so that it NEVER happens again.
Other than this incident, the room was clean and comfortable. We wanted to visit tourist areas downtown and this hotel is pretty far from them and in a rough neighborhood but that was our logistics issue, not the hotel's. We did get woken up about 3am with some guys partying in the parking lot as well.
If Shevanta Jones is at the front desk, go to another hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 29, 2013
Sir and Ma"am, we thank you for choosing ESA Savannah as your place of lodging ! We also thank you for taking the time to give us your feedback on your stay with us. We take pride in providing all of our guest with the best stay possible. I would like to apologize for your inconvenience during your stay. We are much better than the quality of service you received while here and for that alone I do sincerely apologize ! If I could I would go back and make all wrongs right for you, but that's impossible. However in the future I can Make it Right for you and your wife. ExtendedStay America Hotels are big believers in Making it Right for our guest so if there's anything I can do to keep your mind open about my company please don't hesitate to contact me directly.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.