I booked two nights: Aug. 3 & 4th at the Extended Stay Hotel at Westview Dr, Frederick, MD for a business trip.
Here's my experience:
1. Day 1, checked in around 9:00 p.m. First use of the restroom, I noticed dried urine stain on the toilet seat cover, which I wiped off with wet tissue due to the late night discovery.
2, Pulled the dresser drawer to put away my clothes. Top right drawer had men's underwear, nicely placed: pair of black socks, white T-shirt and about 4 white underwear -all appeared clean.
Next day, I reported these events to the front desk upon my return to the hotel at around 9:30 p.m. after an all day training. She offered a switch of rooms, which I declined due to the inconvenience. I had a few hours left to do homework, sleep and pack for the next day early training.
3. Day two. Took a morning shower and felt some bumps on my left arm, noticed red skin rushes and further examination revealed more behind the back of my L knees and R calves. I notified the front desk receptionist and all she said was ok. I then asked to talk to the manager who was standing close by - the response, do you want the information of our insurance company? In disbelief, I told him that I will seek medical attention after my business training/meeting and will definitely report this incident to the Health Department.
The manager then informed me that he will reverse my hotel charges.
The red bumps/bites itched and I had someone purchase anti-itch cream to relieve the itch as I sat all day in training indoors.
After the training, I contacted a physician in VA, where I was headed prior to my trip back to CA.
Presence of multiple small, raised, erythematous eruptions on extremities highly consistent with bites from small insects.
Treatment: Application of an anti-pruritic and mild anesthetic gel to affected areas.
Additional comments: These erruptions were itchy, and occurred without having any history of food or medication allergies. You were attending indoor classes, so there was no exposure to outdoor insects. There was no previous history of previous such occurences.
Doctor's medical report and photos of skin rashes available upon request.
Aug. 7, I called Extended Stay general phone number to ask for their headquarters mailing address to file a complaint. The person that answered was helpful, gave me the phone number and gave my cell number to his manager - I have not received a call as of Aug 8 at noon. I sent an email to their online correspondent, I called the manager to discuss my complaint, 4 hours past, no calls or email received.
I am a world traveler, unfortunately, I encountered unsanitary hotel conditions in my homeland, America. What a shame.
The toilet seat uncleaned can be forgiven, the drawer with clothing is another blow. The bed bug bites is totally unforgiveable. The bedsheets did not smell fresh nor did it smell old - it now gave me doubts if it was changed at all.
Travellers, this is a health issue. BEWARE!!!!
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 Frederick - Westview Dr.. 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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Please know that we have strict quality control standards that are meant to prevent an unacceptable situation like yours from occurring. All rooms are regularly cleaned and disinfected upon a guest's checkout as well as during applicable periods of the stay, then inspected by a manager who determines if it meets our quality standards. Obviously, your experience indicates that our system broke down. In response, I have met with hotel management and staff to find out why and to determine a system for preventing a repeat occurrence.
The resurgence of bed bugs is not just a challenge for hotels, but also a challenge for the transportation industry and all types of accommodations where the population is in transit. With the increase in movement of luggage in airports and other high volume areas, these insects are brought in many times by the guests, even to luxury resorts, cruise ships and hospitals.
I am truly sorry to read of your misfortune. We are complimented daily on our service, cleanliness, and amenities so I take your concerns very, very seriously. Your comments will be fully researched and all findings will be acted upon swiftly and accordingly. My management team is committed to meeting and exceeding our guests’ expectations and appreciates any opportunity to bring our well established, dedicated level of service even higher. Becoming America’s number one family of extended stay hotels has given us the opportunity to welcome millions of valued patrons, like you, into our nearly 700 properties across North America. Our continued success is based on the simple belief that we reached that achievement one guest at a time. It’s a process I believe symbolizes our pledge to provide clean, comfortable rooms at affordable prices. It’s always an honor to hear from our guests when we are doing a good job, but it’s a privilege to hear from a guest who cares enough to want us to do it even better.
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.